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Professional Summary
Organized, independent worker with strong time-management skills. Excellent at juggling multiple tasks and working under pressure. Ability to establish priorities and meet challenges head-on. Strengths include developing relationships and learning new concepts with ease.
  • Strong customer relations
  • High level of accuracy
  • Flexible
  • Team player
  • Superior organization skills
  • Excellent time management skills
  • Conflict resolution

  • Strong interpersonal skills
  • Goal-oriented
  • Proficient in 10-key
  • Financial transactions expertise
  • Excellent work ethic
  • Detail-oriented
  • Complex problem solving

Work History
Group Claims Analyst, 06/2015 to 03/2019
CignaPlano, TX
  • Develop and execute appropriate plan of action for pending and ongoing claims.
  • Adhere to strict timeframes for benefit determination in accordance with policy provisions and regulatory and internal standards.
  • Provide excellent customer service to all customers which includes communicating claim status and decisions via telephone and in writing.
  • Investigate claim information to determine benefit eligibility.
  • Perform pre-existing condition investigations.
  • Review medical records to determine functionality with job description.
  • Establish and execute a claim strategy that includes return to work in own occupation and any occupation.
  • Calculate basic monthly earnings by reviewing payroll records and tax returns.
  • Prioritize and review incoming mail, correspondence and new claims.
  • Work with claimants to recover overpayments.
  • Worked directly with claimants, employers, medical providers, nurse case managers and medical directors to achieve claim decision.
Clinical Appeals Underpayment Analyst, 06/2014 to 05/2015
ParallonIrving, TX
  • Precisely completed appropriate claims paperwork, documentation and system entry.
  • Correctly coded and billed medical claims for various hospital and nursing facilities.
  • Meticulously identified and rectified inconsistencies, deficiencies and discrepancies in medical documentation.
  • Verified patients' eligibility and claims status with insurance agencies.
  • Diligently filed and followed up on third party claims.
  • Determined prior authorizations for medication and outpatient procedures.
  • Researched questions and concerns from providers and provided detailed responses.
  • Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy.
  • Maintained strict patient and physician confidentiality.
  • Managed collections claims for unpaid bills against the estates of debtors.
  • Interacted with providers and other medical professionals regarding billing and documentation policies, procedures and regulations.
  • Submitted electronic/paper claims documentation for timely filing.
  • Responded to correspondence from insurance companies.
  • Identified and resolved patient billing and payment issues.
  • Confidently and adeptly handled claim denials and/or appeals.
  • Examined patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under their policies when applicable.
Clinic Staff Assistant I, 09/2013 to 01/2014
Ut Southwestern Medical CenterDallas, TX
  • Coordinated schedules with patients and facility calendar.
  • Maintained complete documentation for permanent records and auditing purposes.
  • Provided comprehensive administrative support to department staff.
  • Performed billing and collection.
  • Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members.
AVP Bankruptcy Specialist, 07/2012 to 09/2013
Bank of AmericaRichardson, TX
  • Maintained friendly and professional customer interactions.
  • Maintained strict confidentiality of bank records and client information.
  • Mitigated loss and legal risk to the company and to investors by accurately managing the bankruptcy process and obtaining relief from bankruptcy on non-performing loans.
  • Communicated with attorneys, court appointed trustees and borrowers to answer questions related to the bankruptcy file.
  • Supported the servicing of mortgage loans.
  • Documented loan history and responded to debtor, investor, or other 3rd party inquiries.
  • Monitored the Proof of Claim process and ensured that documents were received and each step of the process was completed in a timely manner.
  • Processed payment change notices accurately and timely.
  • Complied with regulatory requirements, including the Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
Professional Teller, 06/2010 to 07/2012
Bank of AmericaDallas, TX
  • Organized, stocked and maintained the teller window area.
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Rapidly and efficiently prepared customer and ATM cash and change orders.
  • Maintained balancing record with 100% rate of accuracy.
  • Handled various accounting transactions.
  • Created strategies to develop and expand sales of services to new and existing customers.
Bachelors of General Studies: 2012
Texas Woman's University - Denton, TX
Associate of Science: Liberal Science, 2012
El Centro College - Dallas, TX
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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
  • 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
  • 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
  • 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.
Bachelor of Arts: Political Science 2007 University of South Carolina-Columbia
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Professional Summary
Researching issues that may impact reporting, validating, auditing and reporting to Credit Bureaus agencies. Experiencein mortgage, consumer, and home equity accounts . Able to manage time efficiently and capable of multiple tasks as well as meeting all deadlines. Detail-oriented with the ability to perform tasks, under pressure and take on more than one project at a time with minimal supervision. Experience with Microsoft Office applications, Computer Assisted Collections System, Banking system experience Advanced Loan System, First Data Resource and Portal. Frequent use with Enterprise Work list Tool, E-Oscar website knowledgeable in government regulations guidelines FCRA,FCBA,FDCPA,RESPA.​
  • Strong banking ethics
  • Deep knowledge of banking process
  • Proficient in 10-key
  • Financial transactions expertise
    • Complex problem solving Self-sufficient
    • Excellent work ethic
    • Identifies appropriate issue for escalations
    Work History
    Loan Specialist -Cashiering Department, 09/2005 to 09/2006
    Wells Fargo 4101 Wiseman Blvd San Antonio, Texas 78251
    • Received members request to have consumer or home equity account withdrawn from their bank accounts.
    • Manually input thedrafting account information set them on Auto Draftsystem, would set themup on Auto Draft Payment request.
    • Assisted members with payoff request which included documenting transaction on the bank systems.
    • Apply funds once we received from the member and apply to the account.
    • Mail the memberstatements address inquires, and provide solutions.
    Loan Specialist 2 , 09/2006 to 11/2010
    Wells Fargo 4101 Wiseman Blvd San Antonio, Texas 78251
    • Correspondence received that was responsible for researching, organizing and assigning correspondence to the appropriate department.
    • Dealt with supporting documents that were researched, identified and sent through Right-fax.
    • Maintain relationships to set measurable goals.
    • Involved in theQuality of the workload that was distributed to the team.
    • The department that we worked with were Loss Mitigation, Escrow, Cashiering, Default Mortgage, Loan Modifications, Foreclosure Documentations, Credit Dispute any correspondence that came in we had to research the account and image the documentation and assign a task to be completed by the department.
    Loan Specialist 3-Default Department , 11/2010 to 12/2011
    Wells Fargo 4101 Wiseman Blvd San Antonio, Texas 78251
    • Transfer originalbank records through mail delivery and manage return of documents to bank files.
    • Responsible for reviewing daily reports ton ensure the task are completed within the establish time frame.
    • Transfer loan origination copies to company attorneys using software applications.
    • Processed 1099C forms of Short Sales, Deed In Lieu and Asset Managementdepartment.
    • Preparing files and submitting to our Records Management department and maintain an excellent rapport with internal departments and our attorneys.
    • Received 30-40 unidentifiable checks daily to research,apply funds and documentthe loan.
    Home Preservation Bankruptcy Specialist , 12/2011 to 07/2013
    Wells Fargo 4101 Wiseman Blvd San Antonio, Texas 78251
    • Maintained friendly and professional customer interactions.
    • Maintained strict confidentiality of bank records and client information.
    • Complied with regulatory requirements, including the Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
    • Compiled database of loan applicants credit histories, corporate financial statements and other financial information.
    • Submitted loan applications to the underwriter for review and verification purposes.
    • Dealt with attorneys and the Bankruptcy courts.
    • Maintained third party relationship with Bankruptcy attorneys and municipalities.
    Member Debt Rep II, 12/2013 to 05/2015
    USAA-Short Sale/Loss Mitigation 9800 Fredricksburg Rd San Antonio, Texas 78288
    Compiled database of loan applicants\' credit histories, corporate financial statements and other financial information. Reviewedmembers assistance application for review to continue with process. Developed relationships with underwriters,local real estate agents.Maintained strict confidentiality of bank records and client information.Recommended loan approvals and denials based on customer loan application reviews.Negotiatingskills with short sales
    Member Debt Rep II, 06/2015 to Current
    USAA-Foreclosure Department 9800 Fredricksburg Rd San Antonio, Texas 78288
    Responsible for completing the Pre-Foreclosure review and Loss Analysisto determine iffile is referred to Local Area Council.
  • Adherence to SCRA/PACER checks during review process.
  • Verifying if we are in 1st or 2nd lien position, would validate if their wereany other liens on their titles. Monitor payments on member that were previously set up on a repayment plan. Monitor Summons and Complaints cases with attorney to validate the status of the 1st mortgage lien holder.
    BBA: General Buisness , Current
    Northwest Vista - 3535 N Ellison Drive San Antonio, Texas 78251