1. Brian Giermek
7606 Wohlhueter Rd * Colden, NY 14033 * 716-512-3808
briangiermek@yahoo.com
Objective:
• To utilize the skills I have acquired effectively, efficiently, and in a manner that is most
beneficial to myself and the company.
Skills:
• Proficient in Microsoft Word, Excel, Powerpoint.
• Experience in hectic work environment.
• In a call center, as well as customer facing environments.
• Experience in an ever changing environment.
• Several years of customer service.
• Experience training/tutoring peers and new hires.
• Experience handling, owning, and diffusing escalated customer situations.
• Experience gathering, and stacking documents to send to underwriting.
Education:
• SUNY @ Fredonia
• Bachelor of Arts – English – May, 2009
Employment:
• Seneca Mortgage Servicing
• Escrow Analyst
 Review loans to make sure their taxes and insurance are on point and
set up correctly
 Adjust tax and insurance lines accordingly.
 Set up escrow analyses.
 Place calls to city, county town or village offices to verify tax
information. Calls are sparse. Approximately 5-10 calls per day
 Service 80-90 accounts per day.
• Customer Service Representative
 Handled inbound and outbound calls
 Worked on dialer campaigns110
 Assist customers with their mortgage questions and take payments.
 Assist homeowners with applying for loan modifications and
repayment plans
 Handled approximately 30-40 calls on days where document
collection was necessary
 Handled approximately 60-70 calls on days where there were no
documents sent in.
 Helped coach and train new hires by working calls side by side.
 Took supervisor calls when a supervisor wasn’t available.
• 1/2014-Present
• Fiserv
• Customer Service/Collector
 Handled inbound and outbound calls.
 Worked on dialer campaigns.
 Skiptrace and call customers who owe on car loans or leases
 Assist customers who find themselves in a temporary hardship by
offering options such as due date changes and forbearances.
 Handled approximately 90-110 calls per day.
• 7/2013 – 1/2014

2. • Bank of America, Getzville NY
• Customer Relationship Manager
 Handled inbound and outbound calls
 Worked to mitigate loans in bankruptcy, non-bankruptcy, foreclosure,
mediation, and litigation.
 Serviced approximately 10-20 calls per day (higher average call times
as this was a more one on one customer experience.
 Did side by sides with newer or lower performing associates.
 Handled supervisor and other highly escalated calls (everything
besides litigated accounts and calls being handled by the Office of the
President)
 Worked accounts that were in bankruptcy
• Mortgage Servicing Specialist
 Handled inbound and outbound calls
 Worked on dialer campaigns
 Worked in MHA status, MHA decline, and foreclosure queues.
 Handled approximately 75-80 calls per day
• Collector
 Handled inbound and outbound calls
 Worked on several dialer campaigns.
 Assist customers with payments and offered potential loss mitigation
options
• 3/2010 – 5/2013
References available upon request.