Brian Giermek has over 10 years of experience in customer service and mortgage servicing roles. He is proficient in Microsoft Office programs and has experience handling high volumes of customer calls, often 60-110 calls per day. Brian is skilled in assisting customers with loan modifications, payments, and other mortgage-related issues. He also has experience training new hires and handling escalated customer situations. Brian holds a Bachelor's degree in English from SUNY Fredonia.

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.