Elaine Floyd
Charlotte
Summary
Experienced Technical Help Desk Representative with over a decade of expertise in the financial services sector. Proficient in Microsoft Office Suite, public speaking, and specialized software such as Vendor Scape and Pacer. Adept at resolving complex customer inquiries, enhancing satisfaction through effective problem-solving and process improvements. Certified Notary Public with a keen focus on detail and a commitment to excellence.
Overview
29
29
years of professional experience
Work History
Performing Loan Consultant
NewRez, LLC
Charlotte, NC
02.2025 - Current
- Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner.
- Use a blend of manual and automated calling strategies to locate past due homeowners, contact them, identify their issues, and set up customized payment strategies that cure their delinquencies.
- Develop workable payment solutions that satisfy both our clients/investors and our company.
- Handling inbound Customer Service calls, assisting with a variety of questions ranging from website assistance to escrow to processing payoffs.
- Process homeowners’ mortgage payments.
- Offer and refer eligible homeowners for refinancing opportunities to the Originations department
- Arrive at work on-time for all shifts. Reliable transportation to work or comply with requirements for remote work policy.
- Achieve company performance goals.
- Take part in continuous training in company policies/procedures and industry regulations.
- Consistently represent the company in a positive and professional manner.
- Performs related duties as assigned by supervisor.
Technical Support Representative
Epiq Global
Charlotte, NC
01.2024 - 02.2025
- Responded to customer inquiries via phone, email, or chat support.
- Created detailed reports describing help desk activities.
- Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
- Fielded help desk customer questions and fulfilled requests.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Office Clerk
Queen City Appliance
Charlotte, NC
11.2022 - 12.2023
- Answer phones, direct calls to appropriate individuals, and prepare messages
- Copies, sorts, and file records related to office activities
- Prepare report end of the day reports in preparation for the next business day
Client Relations Specialist
Lendingtree
Charlotte, NC
05.2021 - 08.2022
- Working with clients via inbound/outbound calls and emails in order to retain clients
- Addressing client questions, concerns and providing education on the value of products and services
- Assist clients in bringing past due account current by processing payments
- Offering and/or upgrading clients to programs and services that better meet need
Mortgage Loan Consultant
Shellpoint Mortgage
Greenville, SC
08.2014 - 05.2021
- Receive and review loan information and contact borrowers in order to cure delinquency, setup payment arrangement and/or settle accounts
- Identify and recommend optimal workout strategies based on borrower circumstances
- Identify and recommend legal strategies as necessary and contact borrower based on days since last payment
- Review accounts in Bankruptcy status and contact the Trustee or the Debtor’s Attorney if appropriate payments are not made in accordance with plan
Research/Remediation Associate
Wells Fargo
Fort Mill, SC
01.2012 - 08.2014
- Responsible for responding to and/or researching resolving escalated high-profile inquiries, and complaints that require special handling
- Performs intake to determine appropriate course of action, and investigative steps to fully identify the issues
- Communicate with others to ensure resolution of matters
- Ensures identified risks and/or problems are clearly documented
Real Estate Advisor
Titanium Solutions
Fort Mill, SC
01.2008 - 01.2012
- Responsible for reviewing loans to reduce delinquent problem loans within company or investor guidelines
- Reviewing financial statements and analyzing and ordering credit information
- Order Broker Price Appraisal and Restructuring repayment plans
- Skip Tracing/Monitoring adherence to terms of agreement and corresponding with customers, realtors, and attorneys regarding short sale process
Senior Mortgage Consultant
Wells Fargo
Fort Mill, SC
01.1999 - 01.2008
- Handle escalated escrow issues and phone calls for Bankruptcy/Foreclosure
- Browse funds on the account for Bankruptcy/Foreclosure and work closely with attorney and Trustee
- Review Proof of claims, monitor consent orders, and prepare payment history for bankruptcy loans
- Efficiently handle escalated call flow, complex account issues, and administrated conference calls for Managers for different sites
Collector III
Wells Fargo
Charlotte, NC
01.1997 - 01.1999
- Educate borrowers on bankruptcy and foreclosure processes
- Operate as a Liaison for Bankruptcy and Foreclosure processors
- Expedite payoff requests and set up phone payments
- Provide accurate account information to investors, lien holders, attorneys, and other parties of interest
Education
Brookstone College of Business
11.2000
Skills
- Microsoft
- Excel
- Word
- Power Point
- Public Speaking
- Fidelity
- Vendor Scape
- Pacer
- File Net
- Verint
- Avaya
- Access
- Dialer
- Notary public certification
- Signing agent accreditation
Timeline
Performing Loan Consultant
NewRez, LLC
02.2025 - Current
Technical Support Representative
Epiq Global
01.2024 - 02.2025
Office Clerk
Queen City Appliance
11.2022 - 12.2023
Client Relations Specialist
Lendingtree
05.2021 - 08.2022
Mortgage Loan Consultant
Shellpoint Mortgage
08.2014 - 05.2021
Research/Remediation Associate
Wells Fargo
01.2012 - 08.2014
Real Estate Advisor
Titanium Solutions
01.2008 - 01.2012
Senior Mortgage Consultant
Wells Fargo
01.1999 - 01.2008
Collector III
Wells Fargo
01.1997 - 01.1999
Brookstone College of Business