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Skillful Loan Servicing Specialist resume

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Professional Summary

Versatile Robotics Project Manager with a strong background in finance and a passion for team building. Dedicated to boosting company revenue through exceptional leadership and rigorous cost control techniques. Skilled at collaborating with various departments and working closely with coworkers for effective management. Offers an in-depth understanding of project lifecycles, project development methodologies and completing complex turn-key system solutions

Skills
  • Project Management & Robotics Systems Expertise
  • Employee Relations & Performance Evaluations
  • Team Building & Leadership
  • Multi-site Operations & Data Analysis
  • Proficient in SQL & MS Office
  • Project Planning & Development
  • Finance & Accounting Experience
  • Business Process Improvement
  • Expense Reports & Financial Reporting
  • Risk Mitigation & Management
  • Customer Relations & Budget Development
  • Proficient in Oracle, Banner, Access, and Excel
Work History
Program Manager/Robotics Product Owner, 09/2017 to Current
 Bank Of America
  • Leading the daily updates, pre-sprint planing and Sprint Retrospective calls for the full Robotic Team of 37, Change Team of 14, and stakeholders. 
  • Using agile methodology to manage the robotic process from front to end, and training 8 colleagues in various automation tasks, such as use case in take, creating wiki pages, SharePoint, JIRA, Current State Analysis and Future State Designs. 
  • Managing relationships in order to maximize customer satisfaction and serving as a mediator to internal issues and conflicting priorities for teams focused on delivery of products to clients. 
  • Facilitating meetings with BISO, Center of Excellence, Enterprise Architecture, and Tech Application Owners before moving forward with automations. 
  • Managing multiple projects and resources, producing acceptance criteria and test packets for QA and UAT, while serving as alternate Stand Up lead as needed. 
  • Implementing Pega Robotics within the Global Banking and Market organization to automate Robots (RPA/RDAs) globally. 
  • Conducting UAT and product testing for the Global Cash Manager (GCM) application, a newly developed reconciliation application that house all breaks and reports for 3 systems. 
Business Control Specialist/Global Securities Operations, 01/2017 to 09/2017
 Bank of America
  • Developing, implementing and maintaining company security strategy, guidelines and policies, including raising awareness of security issues across and within specific programs.
  • Co-owning Regulation Change Management and Exam Regulation Management initiatives that include; planning, auditing, testing and implementation across lines of businesses.
  • Managing global operations to refresh the Financial Market Utility and Global Market Playbooks, including budget management, performance metrics, contracts, department protocols and procedures, and department personnel .
  • Conduct risk analysis and providing proactive guidance in the event of resolution for personnel, vendors, real estate, and applications using Interdependency Mapping.
  • Conducting meetings with Directors, Vice Presidents, and Front Office to gauge MIS, personnel, and technology needs.
  • Utilizing Excel, PowerPoint, Visio, and Sharepoint to produce presentations to senior management and other corporate initiatives.
  • Hiring, supervising, planning and directing work, appraising performance and contributing to the professional development of the operations staff.
Pledge Account Processor, 09/2016 to 12/2016
 United Way
  • Maintaining and updating corporate and individual account information in database and driving pledge processing submissions for third-party accounts, rollover, and system-wide accounts.
  • Auditing all processed envelopes for accuracy, proper documentation, duplication, mathematical errors and proper recording as well as manipulating Excel reports based on specific criteria to meet financial audit standards.
  • Working on all of Union and Mecklenburg County schools, as well as major corporate donors.
  • Assisting in the development, implementation, and maintenance of policies and procedures for overall pledge submission processes.
  • Auditing pledge deposits from corporate fundraisers, special events, and individual donors.
  • Supporting in the building, designing and executing of all electronic pledge capture campaigns for corporate partners as well as supporting organizational database needs and improvement opportunities.
  • Ensuring that regulatory and government deadlines, as well as internal pledge processing timelines, are met.  
  • Researching and comparing existing account information between Andar and Excel.
Equity Derivatives Support Operations, 09/2015 to 12/2015
 Wells Fargo
  • Working with over 50 major banking counterparties daily to ensure accuracy of trades and wire movements.
  • Providing customers, clients, and staff with global technical support and managing daily technical operations while ensuring overall efficiency.
  • Supporting derivative traders in operational tasks that included: position reconciliation, settlement advice confirmation, GL production, and OTC derivative trade settlement.
  • Acting as a liaison between the EDSO team and other stakeholder groups including Finance, Technology and the Front Office. 
Client Service Specialist/Flagship, 04/2013 to 09/2015
 Vanguard
  • Individually developing a New Hire Adjustment Program in 2014 that gauge technical skills, crew engagement, and professionalism of new hires.
  • Ensuring that the new hires were fully ready to transition into their role in the form of a 3-part test out.
  • Training coaches to facilitate the Adjustment Program in all sites Vanguard.
  • Building this program repeatable and scalable to be rolled out in all three domestic sites for the Flagship department in May 2015 to be a part of new hire training.
  • Creating the investment committee to enhance other crew skills in leading an enhanced guidance conversation with clients by using research and company white papers.
  • Providing guidance to high net worth clients to assist them in meeting their investment goals by positioning appropriate portfolio allocations, investment products, and tax-efficient/cost effective investing, in which I exceeded the department goal by 30% Traded stocks, ETFs, and mutual funds, using WAVE, Bloomberg, and ThomsonOne.
Loan Servicing Specialist 4 /Loss Mitigation Specialist, 09/2012 to 04/2013
 Wells Fargo
  • Supporting clients in adherence with established guidelines, selling requirements and servicing as well as ensure all loan servicing disclosures are completely error free.
  • Acting as both cash and loan settler in which I trained 4 new contractors within the first three months of employment.
  • Managing and supervising complicated reporting, remitting, re-pricing and reconciling activities and evaluating loan servicing data, research issues along with exceptions and execute apt changes.
  • Performing short sale cash remittances for several investors, including; Freddie Mac, Fannie Mae, FHA, and VA.
Certifications
  • Series 7, Series 63, Completed coursework for CFP
Education
Bachelor of Science: Business Management with a concentration in Finance, 2011
 Johnson & Wales University - Charlotte, NC
  • Graduated with Cum Laude distinction after maintaining a 3.4 cumulative GPA.

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Job-winning Loan Servicing Specialist resume

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Professional Summary
Highly organized professional reaching 7 years of overall Mortgage Cycle experience along with 8 years in Customer Service and Insurance with a track record in mortgage and home lending product sales. Demonstrates strong interpersonal skills and exceptional service throughout the sales process.
Core Competencies
  • Bankruptcy Knowledge in Chapters 7, 11, 12 and 13
  • Loss Mitigation
  • Originations
  • Refinance 
  • Collections
  • Reverse Mortgages
Skills
  • Strong banking ethics
  • South Carolina Notary
  • Ad-HOC Reporting
  • Articulate and well-spoken
  • Accurate and detailed
  • Excellent work ethic
  • Superior organization skills
  • Exceptional communication skills
  • Excellent communication skills
  • Professional phone etiquette 
Work History
Processing Coordinator 09/2017 to Current
 Elend
  • Order title documents and follow up on their delivery.
  • Request Verification of Employment ("VOE") records.
  • Request Homeowner Insurance ("HOI") documents.
  • Redisclose loans as directed by Loan Processors.
  • Provide assistance with sending loan disclosures as needed.
  • Task conditions in the eLEND portal as needed.
  • Instruct clients on how to use the eLEND portal as needed. 
Customer Service Representative 12/2016 to 09/2017
 Elend
  • Answer internal calls, external calls and work calls from desired "Que" and respond to customer requests within established timelines in order to maintain service level expectations.
  • Explain basic to complex information through simple/understandable everyday language.
  • Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.
  • Assist senior loan officers with daily request(s) as needed.
  • Make outbound calls to customers and third party venders to resolve issues.
  • Manage multiple computer systems while interacting with customers.
  • Complete applications, forms and state specific documents.
Licensing Coordinator /Compliance and Risk Management 07/2016 to 12/2016
 Wells Fargo Insurance Services
  • Supports the management team in monitoring the status and maintenance of books and records.
  • Keep record of Licensed Producers licenses in Life, Accident, Health, Property and Casualty in all states.
  • Ensures employee paperwork is in order prior to final compliance review and submission to the regulate.
  • Ensures the accurate and timely employee response to all outstanding FINRA registration and state insurance licensing requests and state Affiliations as required.
  • Coordinates and schedules fingerprinting as needed.
  • Runs registration, Ad-Hoc reports and licensing reports that will assist management in monitoring, oversight, maintenance of current employee registration and licensing status, and required continuing education requirements. 
Bankruptcy Specialist 05/2014 to 06/2015
 Wells Fargo Home Mortgage
  • Final level review of audit for Post-Closing Control Reporting along with internal audits.
  • Read, interpreted, and researched dockets for Bankruptcy.
  • Perform prudent analysis of all Bankruptcy Court Filings for chapter 7,11, 12 and 13 to render QC audit results.
  • Review / audit of live loans for both new and existing Bankruptcy Specialists to maintain business controls within for Risk Management and Compliance within the department.
  • Track and Report deficiencies to management and make recommendations to improve quality.
  • Promoted to Licensing Coordinator
Loan Servicing Specialist III 05/2014 to 06/2015
 Wells Fargo Home Mortgage
  • Analyze and Review Audit Reports for Reverse Mortgage and Bankruptcy on a daily basis.
  • Spoke with delinquent customers to obtain required information for a RPP for taxes/and or insurance.
  • Provide reporting results to senior level management on daily basis that captured data pertinent to all lines of business within Reverse Mortgage including Risk and Fraud.
  • Gather information, analyze facts and draw conclusions.
  • Second level review of audit reports for Bankruptcy.
  • Promoted to Bankruptcy Specialist
Customer Service Representative 10/2013 to 05/2014
 Reverse Mortgage Solutions
  • 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.
  • Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.
  • When necessary, explain policies and procedures courteously and patiently.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
Education
Bachelor of Arts: Political Science 2007 University of South Carolina-Columbia

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Experienced Loan Servicing Specialist resume

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Summary
Qualified, Resourceful and Self-motivated professional with more than 20 years experience in the financial/Banking industry. Demonstrated track record of maximizing customer service opportunities, handling highly confidential personal and financial information in a sensitive manner, consistently exceeding performance goals, maintaining a positive attitude, and working hard to build team relationships.
 

Experience
Senior Customer Service Representative (Contractor) Jul 2016 to Current
 BMO Harris Bank － Naperville, IL
  • Monitor escrow flood insurance premium.
  • Process PMI and other internal reports.
  • Distribute payments to vendor for Escrow Flood Premium.
  • Compose and review corresponding letters to customer & vendors.
  • Research and resolve force place flood insurance.
  • Review/audit transaction for compliance with regulatory and Bank requirements.
Tax Professional (Seasonal) Nov 2015 to Apr 2017
 H&R Block － Chicago, IL
  • Filled in for Store Manager and performed all opening and closing duties.
  • Prepared tax returns for clients and answered all questions in relation to their income tax and the Affordable Care Act.
  • Promoted additional sales through marketing of products that best suited client needs.
Research Analyst Mar 2014 to Aug 2015
 National Tax Search LLC － Chicago, IL
  • Assisted financial clients by researching properties to ensure they match 1000's of commercial and residential loan files under strict and rigid deadlines.
  • Researched commercial and residential properties to verify loan ownership, address, property identification, legal descriptions to ensure correct properties are tracked against client loan files.
  • Reported current property tax amounts due, as well as any delinquent taxes or sold taxes.
  • Input & Prepare documentations;Booking loans into system
  • Reported State and County delinquent tax and tax sale policies and procedures.
Loan Servicing Specialist Jan 2005 to Mar 2014
 JP Morgan Chase － Chicago, IL
  • Reviewed legal and administrative documents of all new, renewed, and increased commercial loans to ensure that they support the approved loan structure.


  • Ensured that regulatory, compliance and bank policies were met and determined the level of waiver action required when documentation deficiencies are discovered.


  • Monitored all existing documentation deficiencies and the receipt of time-sensitive documentation during the term of all loans.


  • Reviews appropriate documentation files and records for selected existing loans to determine compliance with established bank and legal guidelines.


  • Serviced over 30 small mid-market and complex commercial loans per month.
Collateral Specialist Apr 2003 to Dec 2004
 JP Morgan Chase － Chicago, IL
  • Reviewed all incoming loan documentation for completeness and confirm exceptions have been cleared accordingly.
  • Processed Collateral Releasing for paid loan within the defined time requirements while reviewing  and auditing transactions for compliance with regulatory and Bank requirements.
  • Process ongoing collateral monitoring functions including following up on property insurance, flood insurance, investment account statements and property tax status.
  • Processed lien perfection tasks Commercial Loans, including recording collateral instruments, placing holds on cash collateral accounts, filing UCC financing statements.
Operation Senior Specialist Apr 2001 to Mar 2003
 JP Morgan Chase － Chicago, IL
Assistant Branch Manager Dec 1998 to Mar 2001
 JP Morgan Chase － Chicago, IL
CSA III Jun 1998 to Dec 1998
 JP Morgan Chase － Chicago, IL
Skills & Software Experience
Skills & Qualifications
​
  • Analytical & Organizational  Skills, Closing, Commercial loans, Credit, Customer service, Decision making, Advanced Problem Solving, Documentation,  Financing, Insurance, Legal, Loans, Marketing, Research, Sales, Taxes, Uniform Commercial Codes
 
Software
​
  • Microsoft Office Suites, ACBS, VLS, RLOTS, Dealworks, Hotdocs, Host/XAM, FiServe, Filenet, NetO, Document Direct, Corelogic and ServiceLInk MDA (verified FEMA), CT Lien Solution
 
 

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