Servicing Representative Resume Sample

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Emmanuel Miller
45548 Howell Valleys,  Chicago, IL
+1 (555) 612 2235

Work Experience

Consumer Loan Servicing Representative Senior
01/2016 - PRESENT
Philadelphia, PA
  • Other PO business units re operational and customer service issues, projects, change implementation or system recoveries
  • Maintains confidentiality of customer’s non public information
  • Answer inbound and make outbound collection calls on delinquent accounts up to 30 days
  • Collateral management- Ensure accuracy of Security Instruments, document scanning/indexing, document preparation
  • Specialty processes - Assist with preparing Government required reporting and analysis
  • Loan Sales support - Collateral and file preparation/ research
  • Account maintenance/research - Perform research and account updates to meet contractual, customer and/or regulatory requirements
  • File review – Review key loan documents, data elements, error documentation, and quality reporting
  • Goal orientation, teamwork, and flexibility: Driven by metrics and results, complete assigned individual, team, and overall business goals. Willingly assists other teams/team members to meet TCF’s overall business objectives. This includes, but is not limited to: Assisting with loan sales, and contributing to other time-sensitive, mission-critical projects
Loan Servicing Representative
11/2012 - 09/2015
Philadelphia, PA
  • Research, Analysis, and Problem Solving: Log complex loan servicing issues for prompt follow-up and independently research, analyze, and resolve simple to moderately complex issues (e.g., document issues, clouded title issues) using self-service tools such as online policy and procedure manuals. When needed, escalate items to more senior representatives for assistance in resolving the issue
  • Policy and Regulatory Expertise: Demonstrate the ability to comprehend and apply bank policies and procedures in the work environment by quickly mastering all applicable internal policies and procedures as well as Local, State, and Federal (e.g. OCC, CFPB) regulatory requirements
  • Communication: Communicate effectively by phone, written, or electronic means with internal customers and key external stakeholders (e.g., vendors, mortgage brokers, title companies, consumers), as needed to effectively perform servicing processes and resolve issues
  • Continuous improvement: Identify systematic issues and process / quality improvement opportunities, and proactively bring these items to management’s attention
  • Multi-tasking: Prioritize daily tasks and seek assistance as needed from others or Manager to address demands to ensure established quality and production targets are met
  • Prepares necessary documents and/ or reporting in support of loan/ payment/ default processing activities as needed
  • Identify and work exceptions in the loan packets; process according to department policy and procedures
Asset Servicing Representative
09/2009 - 10/2012
Detroit, MI
  • Process macros for Direct, Home Equity and Indirect booking of loans
  • Process daily upload of booked Indirect Loans so that funding to dealerships occurs
  • Review and work incoming emails to department email box, process according to department policy and procedures
  • Process loan disbursements on Branch Connections as needed
  • Knowledge of all commonly used broadcast, online and consumer video and image file formats and standards, worldwide
  • Working knowledge of television production and post-production
  • Working knowledge of publishing for the web and content management systems
  • Set-up of file in order for loan documents to be created- entails review of information from various systems as well as oral and written communication with internal customers
  • Creation of loan closing documents to be used by branch personnel to close home equity loan product loans with external customers


Georgia Southern University
2005 - 2009
Bachelor's Degree in Relevant Discipline

Professional Skills

  • Excellent customer service skills and focus, communication, problem solving, analytical, and organizational skills
  • Strong overall PC skills including spreadsheet and word processing
  • Strong skills using Microsoft Excel, Word, Access and Outlook
  • Strong typing skills and ability to navigate through web based systems
  • Excellent communication skills verbally and writing
  • Demonstrated skills in Microsoft Office (Outlook, Word and Excel)
  • Proficient with basic PC skills including use of spreadsheets and word processing programs

How to write Servicing Representative Resume

Servicing Representative role is responsible for word, microsoft, training, processing, access, outlook, retail, finance, credit, securities.
To write great resume for servicing representative job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Servicing Representative Resume

The section contact information is important in your servicing representative resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Servicing Representative Resume

The section work experience is an essential part of your servicing representative resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous servicing representative responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular servicing representative position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Servicing Representative resume experience can include:

  • Tracking and monitoring of flood insurance policies which requires oral and written communication with both internal and external customers. Ensure NFIP processes and guidelines are followed at all times
  • Strong inbound/outbound phone skills
  • Research and customer service experience
  • Exhibit professional demeanor in all situations. Strong team player
  • Responsible for adhering to the CU’s loan retention policy including the purging of outdated documents
  • Responsible for posting/reconciling all cash received onto loan servicing system

Education on a Servicing Representative Resume

Make sure to make education a priority on your servicing representative resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your servicing representative experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Servicing Representative Resume

When listing skills on your servicing representative resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical servicing representative skills:

  • Customer-centric focus. Excellent interpersonal and communication skills, written and verbal
  • Competent skills utilizing Microsoft Excel, Word, Access and Outlook
  • Developed listening and interactive skills to communicate detailed information and explanations to customers that require assistance
  • Accurate transaction processing skills
  • Loan/lease accounting skills
  • Communicates effectively and appropriately with customers, investors, title companies, subsidiaries, etc

List of Typical Experience For a Servicing Representative Resume


Experience For Loan Servicing Representative Resume

  • 6 months customer service experience in a professional office environment required
  • Demonstrates ability to exceed quality and productivity standards
  • Excellent personal commitment and attendance
  • Make good use of time and maintain high productivity under limited supervision
  • Previous experience within financial operations as an asset,

Experience For Mortgage Servicing Representative Resume

  • Excellent detail and customer service orientation
  • · Extensive ability to manage and prioritize daily assignments and ability to work under tight time constraints
  • · Ability to establish and maintain harmonious and effective relationships with customers, co-workers and other department staff
  • Validate debts as third party requests are received
  • Making any necessary corrections to the loan system
  • Ensure client inquiries and requests are solved according to CIBC guidelines
  • Assist in training of new employee’s
  • PC knowledge, 10-key and typing proficiency

Experience For Asset Servicing Representative Resume

  • Meet or exceed processing standards
  • Perform collateral tracking
  • Assist with title review
  • Communicate with Personal and Private Bankers to arrange closings
  • Analyze the customer’s financial needs holistically and in addressing the initial mortgage request, identify additional financial needs of the customer through opportunities to cross sell additional PCF banking products
  • Keep regularly updated about new mortgage products, procedures and organizational changes in order to respond to client queries promptly
  • Ensure that the solutions offered meet customers’ needs and comply with PCF policies and regulatory requirements, follow scripts and provide accurate information in a timely manner
  • Proactively identify “at risk” mortgage business and make every effort to retain clients with PCF by referring customers to the PCF Retention Team
  • Strive to attain or exceed service levels

Experience For Consumer Loan Servicing Representative Resume

  • Handles customer issues/concerns and professionally responds to customer’s requests
  • Assist Supervisor/Manager with additional projects and assignments
  • Tracking and monitoring of flood insurance policies prior to loan closings which requires oral and written communication with both internal and external customers. Ensure NFIP processes and guidelines are followed at all times
  • Assist with workflow management
  • Process and balance payments for all investors and Third Party deals
  • Provide organized cumulative information to management for preparation of monthly reconciliation for all investors and Third Party deals
  • Responsible for the timely set-up, administration and disbursement of all tax and insurance records for mortgage loans in portfolio

Experience For Account Servicing Representative Resume

  • Responsible for preparing payoff and/or assumption statements as requested and for completing payoff releases in accordance with various state and agency guidelines
  • Responsible for the collection of delinquent mortgage payments and administration of bankruptcies and foreclosures
  • Answer internal calls, external calls and work calls from the Message Center and respond to customer requests within established timelines in order to maintain service level expectations in regard to call handling time and calls per hour
  • Provide information and knowledgeable assistance regarding mortgage loans by retrieving loan information and providing customers their information quickly and efficiently
  • Research items and follow-up with customers in a timely manner. Work with other mortgage associates to obtain the necessary information
  • Participate in outbound call campaigns
  • When necessary, explain policies and procedures courteously and patiently

Experience For Processing & Servicing Representative Resume

  • Customer service and research, or 1 year in the financial industry
  • Work within a team centric, production based environment
  • Identify process improvement/efficiencies, resolve problems, and seek solutions with minimal direction
  • In the financial industry
  • Timely and accurately processes loan transactions for payments, payoffs, CPI insurance refunds and add-ons, negative share write –offs, and monthly consumer loan charge-offs

Experience For Consumer Loan Servicing Representative Senior Resume

  • Researches and contacts third parties for additional information, verification of payoff settlements and to make corrections to files as needed
  • Monitor workflow queues to ensure items are addressed and processed
  • Pull and review clients documents and ensure instructions are carefully reviewed
  • Set-up & maintenance of fee instructions
  • Recalculations for MCA purposes

Experience For Ml-mortgage Servicing Representative Resume

  • Respond to inquiries from the Business and other teams related to fee transactions
  • Preparation of fee invoices
  • Customer service, research, and/or 2 year in the financial industry
  • Maintains loan information including payments, boarding new loans and updating customer information, processing payoffs, closed loans, curtailments, monthly balancing, adjustments, account research, etc
  • Answers customer and internal inquiries regarding payoffs, change of owner, note modifications, beneficiaries and other details of existing loans
  • Researches and responds to routine and non-routine customer inquiries and correspondences. Assists in meeting department goals and objectives by completing projects assigned
  • Input all portfolio loans to include funding and adding collateral tracking details to the loans
  • Daily/Monthly/Quarterly Reports and balancing
  • Input assumptions, modifications, and changes-in-terms (including file maintenance)

Experience For Client Servicing Representative Resume

  • Review and balance General Ledger accounts and checking accounts
  • Assist with filing loan and other documents that need to be scanned
  • Work loan servicing email for wires and all daily reports
  • Complete New Loan Audit in required time frame
  • Force-place property insurance for loans as required
  • Transition construction loans to principal-and-interest payments
  • Process reconveyances and lien releases
  • Process customer disputes from 3 major credit bureaus

Experience For Senior Loan Servicing Representative Resume

  • Set up ACH & AFT automatic payments on all loans
  • Perform all maintenance on ACH’s for Deposit Services
  • File maintenance, reversals & waive late fees
  • Process charge offs / Non-Accruals
  • Assist with audit and exam requests

List of Typical Skills For a Servicing Representative Resume


Skills For Loan Servicing Representative Resume

  • Experience working in Mortgage Servicing or related role
  • Previous installment loan servicing experience
  • Experience communicating with external customers in a professional manner
  • Experience preferably in banking or financial services industry
  • Skill in the operation and/or use of computer keyboard; office equipment, including calculators, copier, and scanners
  • Customer service and collection experience in a mortgage environment
  • Skip trace a borrower with incomplete location information to obtain good contact information

Skills For Mortgage Servicing Representative Resume

  • Keying frequency, handling, reaching, fine manipulation
  • Planning and Organising self
  • Looking for enhancement/ re-engineering opportunities,
  • Working knowledge of software packages Microsoft Office (Word, Excel, Outlook)
  • Assist DMV specialist with functions including releasing paid-in-full titles, perfecting titles on new loans and filing gap insurance claims
  • Process department payment batching and customer DDA set off and branch payments, letter printing and mailing and general support functions
  • Daily work is completed using databases and Shaw PLS loan accounting system that assists in the review of accounts while meeting production requirements

Skills For Asset Servicing Representative Resume

  • Volume processing with a focus on getting it right first time
  • Exception processing of errors that includes working closely with other departments and teams within the bank
  • Responsible for tracking and the timely paying of Home Owners’ and Flood insurance premiums
  • Oversee daily processing of cash receipts, adjustments and research for the loan portfolio. Maintain daily balancing of all bank entries
  • Responsible for the oversight of the loan servicing file room and accompanying records management
  • Serves members and staff by answering inquiries and resolving issues related to the credit bureau disputes filed by agencies
  • Receive and respond to client inquiries regarding fee billing
  • Knowledge of titling processes with the DMVs

Skills For Consumer Loan Servicing Representative Resume

  • Determine the exact income documentation that is missing on an account to make the current payment eligible for rehabilitation approval
  • Determine if an approval transaction is missing on an account that would allow it to be added to the rehab funnel immediately
  • Negotiate a revised recurring payment arrangement
  • Developed knowledge of mortgage products and services including related processes and procedures
  • Basic knowledge of external trends and developments pertaining to mortgages (i.e. Competitors’ actions and legislation changes)
  • Familiarity with loan documentation/processing second mortgage loans and the regulatory guidelines associated with real estate secured loans
  • Knowledge of commercial lending products and practices
  • Track record of implementing process improvements and operations efficiencies

Skills For Account Servicing Representative Resume

  • Technical aptitude to work with a variety of banking systems
  • Moderate level of banking knowledge desired
  • Create closing documents for consumer purpose real estate transactions
  • Handle all necessary processes for Direct Loans, Home Equity Loans, and Lines of Credit according to internal departmental procedures
  • Maintain a portfolio of deceased borrower accounts being paid by family
  • Assist product collectors during vacations or temporary vacancies
  • Teamwork (support, mentoring)
  • Analytical (problem solving)
  • Expert knowledge in how the Rehabilitation Tracking System works

Skills For Processing & Servicing Representative Resume

  • Creation of loan closing documents to be used by branch personnel to close loan product loans with external customers
  • Provide customers with detailed and factual explanations of recommended actions, and ensure the client has a full understanding of the issues
  • Research adjustment requests for accuracy and coordinate posting
  • Maintain systematic and organized support documentation and filing
  • Assist all members of the Loan Servicing staff with daily processes and procedures when required
  • Carry out any reasonable request by management which the employee is capable of performing
  • Responsible for reporting and remittance of applicable funds to various investors per their guidelines

Skills For Consumer Loan Servicing Representative Senior Resume

  • Coordinates with Supervisor the transfer of data/information to new servicer on bulk and flow servicing sales
  • Responsible for the prompt receipt and submission of trailing documents from counties and/or title companies to investors and/or custodians
  • Taking inbound calls from authorized 3rd parties
  • Consistently meeting established performance standards and service standards
  • In depth knowledge of loan documentation policies and procedures and working knowledge of DMV procedures

Skills For Ml-mortgage Servicing Representative Resume

  • Review of outstanding invoices to ensure follow up
  • Communication to Finance and other teams as it relates to fee billing
  • Proficiency in dealing with systems/PC’s and computer terminals. Word Excel Internet
  • Familiarity of loan documentation and processes
  • Communication (oral + written)
  • Pass a criminal background and credit check

Skills For Client Servicing Representative Resume

  • Work the required days and hours as listed in the job requisition without absences, tardiness or vacation time in order to attend the full, mandatory training
  • General knowledge of products/services including basic understanding of simple-interest loans
  • Initiative to understand business unit objectives and end to end processes
  • Lift/carry/push/pull under and over 10lbs occasionally
  • Determine if the current payment amount on an account can be approved for any rehabilitation program
  • Determine if an account can ever be approved for a rehabilitation program

Skills For Senior Loan Servicing Representative Resume

  • Determine if an account can be added into an approved rehabilitation immediately if the billing arrangement information is modified to match the current payment amount
  • Verify the borrower’s current address and telephone information, or obtain references for the borrower if they are deficient
  • 2016 New York Community Bank - Member FDIC
  • Responsible for production and quality statistics in support of departmental goals; ensures timeliness of assigned responsibilities
  • Prepares necessary documents and/ or reporting in support of loan/ payment/ default processing activities as needed. Maintains complete and accurate records of transactions in accordance with department and/or company policies and procedures
  • Reconciles and verifies accuracy of calculations; researches and resolves discrepancies as needed. Submits items/ reporting to accounting; prepares and reviews related transactions and makes financial adjustments to customer accounts as needed
  • Demonstrates proficiency with the Mortgage Services system, imaging, desktop faxing, C2 system and MARS
  • Face to face or telephone customer service experience

List of Typical Responsibilities For a Servicing Representative Resume


Responsibilities For Loan Servicing Representative Resume

  • Provide excellent customer service to both internal (co-workers) and external customers; follow instructions
  • General work experience with high interaction with the public either in person or on the phone
  • Review paid accounts for release of lien and collateral to internal or external customers
  • Prepare lien release documentation for non-real estate loans
  • Prepare and record deed of release or satisfaction of mortgage with county to show loan has been satisfied for home equity loan products
  • Mail all necessary documentation to customer to acknowledge loan balance has been satisfied and lien has been released on collateral that was securing the loan or line of credit
  • Utilize Access DB to track and research handling of all paid loans as well as supplemental requests for documentation
  • Handle special requests for lien release and correspondence from dealers, title companies and insurance companies
  • Vision - “To be the financial institution and employer of choice.”

Responsibilities For Mortgage Servicing Representative Resume

  • Mission - “Ensure customer/employee satisfaction and retention; as well as financial growth.”
  • Navigate various on-line systems including MS Windows Office suite, browser-based systems and traditional “green-screen” applications related to Banking. 1-2 years processing experience
  • Experience with commercial cash management products and practices
  • Candidates with fluent English and Portuguese
  • Solve problems and identify when to escalate issues

Responsibilities For Asset Servicing Representative Resume

  • Interact with and appropriately engage internal and external customers and others at all levels in the organization
  • · Ability to use common office suite software (Microsoft Office)
  • · Knowledge of office methods and procedures and use standard office equipment (e.g. personal computer, calculator, copier, facsimile machine, scanner, microfilm reader, etc.)
  • Proficiency in dealing with systems/PC’s and computer terminals. Word, Excel, and Internet
  • Ensure compliance with department policies while accuracy and production goals are met
  • Display exemplary customer service to both internal and external customers

Responsibilities For Consumer Loan Servicing Representative Resume

  • Adhere to regulations set forth by Commerce Bank’s Legal, Compliance and Risk Departments including but not limited to Sarbanes Oxley Act (SOX), RESPA and Regulation Z
  • Provide customer service for inbound Recovery Collections for IL, BC and DDA products
  • Research Branch Connections for bank relationships for IL and DDA recoveries
  • Loan verification of direct, home equity, and indirect accounts
  • Working with Access databases and web-based tools that assist in the review of accounts, validate the data integrity of loans, track and report errors found during verification

Responsibilities For Account Servicing Representative Resume

  • Recent and regular use of Microsoft Office applications (Microsoft Excel and Word)
  • Meets production and quality statistics in support of departmental goals
  • Performs investigation and research on routine and escalated items to include interface with other departments and branch offices to resolve problems/ issues in assigned area(s)
  • Reconciles and balances work, verifies accuracy of computations and researches and resolves discrepancies as needed
  • Maintains complete and accurate records of transactions in accordance with department and/or company policies and procedures
  • Work experience in Financial Services Operations function (e.g., Auto or Mortgage Servicing, Insurance Claims/Underwriting, etc.), Law Office, or retail banking sales role, or similar highly-regulated and process-driven work environment
  • Knowledge of Mortgage industry terminology, documentation, and standards (e.g., 1003 Form, HMDA, RESPA, TILA, etc.)

Responsibilities For Processing & Servicing Representative Resume

  • Fluency in a foreign language (e.g., Spanish)
  • Knowledge of Mortgage industry terminology, documentation, and standards (e.g., 1003 Form, RESPA, TILA, etc.)
  • Proactive volunteer/community involvement
  • Knowledge of Dealer Services
  • Expert knowledge of all applicable retention/rehabilitation requirements
  • Conceptualize and convert data into possible actions
  • Maintain high accuracy in a very repetitive and narrow job scope

Responsibilities For Consumer Loan Servicing Representative Senior Resume

  • Maintain composure under difficult interactions
  • Proficiency in Microsoft Office applications (Excel and Word)
  • Sit/stand/walk 8-10 hours/day
  • Data integrity maintenance
  • Complete Error Resolutions

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