1. SUZANNE N. STEVENS
548 Juniper Spring Court
St. Augustine, Florida 32092
Phone (904) 217-0702
Cell (904) 294-3387
nikkistvn@comcast.net
SUMMARY
Mortgage industry professional with diverse mortgage servicing experience including Insurance,
Escrow, Payoffs, PMI/MI, Conventional, USDA, FHA, and VA loans. Enjoys learning new
programs and processes. A team player who is attentive to detail and able to work in a fast paced
environment. Excellent oral and written communication skills. Proficient in prioritizing and
completing tasks in a timely manner, yet flexible to multitask when necessary.
Professional Experience and Qualifications
Select Portfolio Servicing
10401 Deerwood Park Blvd.
Jacksonville, FL 32256
Loan Servicing Representative II June 2016-Current
* Review and implement loss mitigation workout options: short sale, loan modification, forbearance,
repayment plan, Home Affordable Modifications, and deed in lieu.
* Act as a point of contact for customers and approved third parties, such as attorneys,
trustees, or court representatives while providing an exceptional customer experience.
* Understand and communicate with borrowers on specific documentation requirements,
including but not limited to: Request for Mortgage Assistance (RMA), tax information, and
personal financial statements.
* Work with other departments to complete certain tasks that are needed on a borrower’s
loan.
* Remain current on regulatory Guidelines such as RESPA, HOPA, CFPB, and TRID.
* Communicates timely and comprehensively with Foreclosure and/or Title counsel regarding
the status of title curative and litigation.
* Order and review BPO/AVM/appraisal as applicable.
* Order and review title searches as applicable.
* Order payoffs.
* Prepare and send trial period documents, forbearance plan documents, repayment plan
agreements, short sale approval and closing letters and decline letters as needed.
* Maintain a caseload of 150 or more files.

2. PNC Mortgage
5011 Gate parkway
Jacksonville, FL 32256
Team Lead/CSR V February 2011-November 2015
* Responsible for all non-default mortgage servicing areas including, customer service research,
tax, insurance, escrow administration, Payoffs, lien release, FHA, VA, USDA, Conventional and
special loans.
* Stay abreast of RESPA and HOPA guidelines
* Responsible for responding to customer inquiries and/or escalated complaints rcvd via email
and fax, as well as communicate with all internal and external departments obtain additional docs
if needed.
* Create and maintain accurate customer profiles in MSP.
* Improve customer satisfaction through first problem resolution.
* Review all loan closing docs such as HUD-1, GFE, TIL, Note, and Title
* Stay abreast industry/department changes
* Process payments
* Lead and coach a team of 10-15 representatives to ensure quality care and customer service
* Implement and enforce policies and procedures that ensure timely, and cost effective service to
customers
* Ensure that SLA, ASA goals are met
* Make sure that ACD, ACW, and AHT goals are met
* Handle escalated calls/Inquiries Via phone or email.
* Provide timely responses to customer inquiries for escalated or non-routine situations
* Provide assistances to agents as needed.
* Communicate any changes or updates with in department
Convergys
8000 Baymeadows way
Jacksonville, FL 32257
Team Lead/CSR II May 2009 –August 2010
* Implement ideas to encourage positive customer relations, and offer solutions to unusual or
non-routine problems
* Perform as acting Floor Coordinator (Coordinating agent’s lunches and breaks to ensure SL
goals are met)
* Monitor for quality assurance; provide feedback to agents via email/face-to face.
* Provide leadership, guidance, and support to team. Ensuring that team meets all client
requirements. SL, ASA, ACW, AHT, along with productivity.

3. * Develop agents’ skills through training, counseling, and goal-setting. Recommend and execute
disciplinary action if needed
Supervisor July 2005 – May 2009
* Handle escalated calls/emails
* Create and maintain accurate customer profile
* Implement ideas to encourage positive customer relations, and offer solutions to unusual or
non-routine problems
* Perform as acting Floor Coordinator (Coordinating agent’s lunches and breaks to ensure SL
goals are met)
* Monitor for quality assurance; provide feedback to agents via email/face-to face.
* Provide leadership, guidance, and support to team. Ensuring that team meets all client
requirements. SL, ASA, ACW, AHT, along with productivity
Customer Service Representative August 2000 - July 2005
* Create and maintain accurate customer profile.
* Handle and offer solutions to non-routine problems.
* Improve customer satisfaction through first problem resolution.
Skills:
* Proficient computer skills and knowledge, proficient data base skills including MSP,
(MSP/Director), IMPACT, and CMS systems.
*familiar with NICE and Variant recording system
* Strong interactive customer skills, excellent oral and written communication skills
* Detailed oriented
* Strong analytical problem solving skills/organizational skills
* Adapt to change quickly and experienced at multi-tasking
Education/Professional Training:
High School Diploma 1998
Customer Service Training-Clairol/Convergys 2000
Supervisor Training–Clairol/Convergys 2005
Team Lead/Convergys 2009
PNC Mortgage Customer Service Training 2011
FDCPA – SCRA compliance training- PNC Mortgage 2015
OFAC Training– PNC Mortgage -2015
CFPB Training– PNC Mortgage 2014