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Click here or scroll down to respond to this candidateCandidate's Name
Grove City, OH Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEProfessional Summary Over five solid years' experience in a high volume, inbound and outbound call center environment working directly with homeowners to prevent mortgage foreclosure or bankruptcy and assisting internal partners in finding solutions and answers for our customers Experience with mortgage servicing, default, and Originations technology platforms Strong interpersonal skills with the ability to communicate with all levels of an organization, both internally and externally, to ensure goals, objectives, and other business needs are clearly defined and met Solid analytical skills with the ability to provide and document innovative ideas for process or procedural improvements Training and one-on-one consultations with employees, customers and vendors Solid customer services skills as well as sales experiences Excellent at reviewing legal ease for accounting purposes Proficient in Microsoft Office Excellent cold calling skills Consistently exceeded goals set with job requirements Work ExperienceAssistant Store ManagerSur La Table, Grove City, OHDecember 2023 Present Inspired customers on all points of their culinary journey by providing exceptional customer service. Supported the General Manager (GM) or Store Manager (SM) in achieving sales goals, store operations, and staffing and performance management of all retail employees. Held employees accountable to customer service standards and ensured compliance with Sur La Table policies and standard operating procedures (SOPs). Supported and delivered training for all employees, contributing to an informed and capable team. Managed daily agendas and directed selling activities as Manager on Duty, contributing to the stores sales plan. Provided coaching and performance feedback to employees and assisted in delivering formal performance reviews. Sought opportunities to increase topline retail sales and directed employees to execute sales driving initiatives. Managed deliveries, inventory events, and controlled shrink and retail supply expenses. Maintained product knowledge and sought out additional resources as necessary. Ensured adherence to applicable wage and hour laws and accurately recorded time worked. Partnered with various departments, including HQ Retail Operations and Human Resources, as needed.Senior Loan Servicing SpecialistCFBank, N.A. - Columbus, OHMay 2021 to October 2023 Monitored various reports including but not limited to reports regarding PMI, MIP, automatic payment rejections and delinquencies for tracking, adjustments, and quality control. Executed escrow disbursements and escrow analysis associated with taxes and insurance; meeting deadlines and correcting shortages and overages as needed. Onboarded and booked portfolio consumer loans to the core banking system, processing of payments and payoffs, performing research and issue resolution, while maintaining high standards of customer service. Maintained knowledge on mortgage loan quality control items such as lien position, insurance, refinancing and bankruptcy, and maintained responsibility for review and administrative maintenance of such as well as verifying proper set up on in-house operating systems. Reconciled account discrepancies between internal systems and external vendors. Negotiated terms with borrowers when necessary to resolve delinquent accounts or modify existing loans. Identified areas of improvement in operational efficiency through analysis of existing processes. Demonstrated expertise in loan servicing software systems by creating reports and responding to inquiries from borrowers, attorneys, investors and other stakeholders. Assisted in the development and implementation of policies, procedures and processes to ensure compliance with applicable laws and regulations. Developed relationships with customers through regular communication regarding their accounts. Responded promptly to customer inquiries via phone or email. Senior Loan ProcessorCFBank, N.A. - Columbus, OHOctober 2019 to May 2021 Inputted and maintained Asset, credit and Lock rate expiration dates while maintaining investor regulations. Maintained regular communication with the borrower regarding needed documentation, underwriting decisions and processes. Multitasked in a high speed and high-pressure environment. Maintained a large pipeline of at least 50 applications at a time. Analyzed credit reports to assess risk and ensure that all documentation is accurate and in compliance with standards. Maintained updated knowledge of lending guidelines from various sources including Fannie Mae, Freddie Mac, VA, FHA, USDA and internal underwriting requirements. Performed detailed calculations of borrower's income, assets, liabilities and overall financial status to determine eligibility for loan approval. Coordinated funding activities between lenders and escrow companies according to loan terms. Ensured timely delivery of funds at closing while maintaining excellent customer service levels. Reviewed loan applications for accuracy and completeness, ensuring compliance with all applicable federal, state and agency regulations. Managed multiple projects simultaneously while meeting tight deadlines. Verified bank statements, tax returns, pay stubs and other documents to ensure accuracy of information provided by applicants.Lease Accounting SpecialistJPMorgan ChaseAugust 2017 to June 2019 Reported and Monitored Inventory of active check requests. Reviewed annualized and interpreted complex legal documents pertaining to lease agreements. Provided accurate and timely analyzed accounting of reconciliations of invoicing. Requested and processed payments and requests for overpayment returns. Supervised multiple state portfolios covering various property types and different accounting laws, rules and regulations.Mortgage Banking Invoice Process Specialist Team Lead I JPMorgan ChaseAugust 2015 to August 2017 Reported and Monitored Inventory of active check requests. Assigned, Opened and closed recurring HOA request for the Manila site. Assigned pipelines to team members. Reviewed and Upload mass payment approvals. Reduced and streamlined processes. Wrote procedures as well as monitored. Coached and trained team member on multiple job functions. Senior Card SpecialistJPMorgan ChaseJuly 2014 to August 2015 Provided customer service for Chase/JPMorgan Private Client Portfolio. Managed internet access and assistance for customers. Assisted KANA group with card member's internet requests by working overflow. Developed solutions for potential issues with card member accounts. De-escalated and resolved card member complaints. Identified and reported fraudulent activity. Provided "Global Lifeline Support" for stranded customers. Provided executive line assistance for elite and highly escalated issues. Licensed Insurance AgentAllState Hufnagle Insurance GroupJanuary 2014 to July 2014 Promoted property and casualty policies; met sales goals and quotas by demonstrating sales skills and overcoming objections. Provided explanation on all the coverage's features and benefits. Maintained customer satisfaction. Resolved customer inquiries on their policy and communicated with customers to request additional information. Integrated changes to ensure compliance with the Department of Insurance and followed up with internal underwriting, and claims departments changes. Developed and implemented market plans to increase visibility of Finagle Insurance Group. Provided advice on internal control and efficiency of underwriting. Recognized as top salesperson while in training company wide. Created new partnerships by networking with other businesses to generate new business and to increase growth within Hufnagle's business portfolio. Senior Loan ProcessorJPMorgan ChaseJune 2012 to December 2013 Inputted and maintained Asset, credit and Lock rate expiration dates while maintaining investor regulations. Maintained regular communication with the borrower regarding needed documentation, underwriting decisions and processes. Multitasked in a high speed and high-pressure environment. Maintained a large pipeline of at least 50 applications at a time. Senior Lead in Banker ServicesJPMorgan ChaseMay 2010 to June 2012 Promoted Ownership of Resolutions for our Bankers in our Branches in assisting"One and Done" service and finding a way to "Yes". Enforced Time management by ensuring team members completed assigned tasks and tracking outstanding pending items and follow-ups for our team. Trained and Coached team members on proper procedures for solutions and customer service. Monitored and Coached Quality on Inbound calls of team members. Senior FNMA Underwriter and Quality CheckJPMorgan ChaseMay 2005 to May 2010 Analyzed income documents, i.e., pay stubs, taxes, profit & loss statements, unemployment and disability income. Coached Processors on errors and qualification processes for government requirements to qualify for MHA options. Reviewed "Making Home Affordable (MHA)" (government mortgage options) qualifications.Team Lead Loan CounselorJPMorgan ChaseDecember 2002 to May 2005 Provided real-time solutions and other counseling approaches to collection representatives on proper procedures, guidelines and de-escalation techniques. Managed collection teams in lieu of permanent supervisors while on leave which included tracking time, dealing with human resource issues, and completing escalated issues. Mediated and counseled distressed homeowners who had fallen behind on their mortgage payments to help provide them with potential resolutions to prevent foreclosure. Promoted from Loan Counselor December 2002-January 2004. EducationLicenseMorton Learning Center, LLC - Worthington, OHJanuary 2014DegreeOhio Dominican University - Columbus, OHAugust 2005 |
