Toynetta Garrison

Quality Specialist II

Charlotte, NC

ace3rj@r.postjobfree.com - 704-***-****

Establish and maintain customer loyalty, produces quality work while maintaining production quotas or

deadlines. Analyzes and solves complex problems plus eager to learn and share knowledge with my peers.

WORK EXPERIENCE

Mail Clerk Team Lead

Jp Morgan and Chase/ Randstad - Charlotte, NC - March 2014 to Present

Responsibilities

• Train new employees on proper procedures according to The United States Treasury Department.

• Process 1040 tax documents, balance, verify data, and ensure quality control processes was utilize in a

timely manner.

Verified credentials to process payments

Accomplishments

I was promoted within two week of stating position.

Quality Specialist II

JPMorgan Chase - August 2012 to January 2013

Review loans that have been processed by the RA analyst for Quality Assurance.

Validating based on guidelines and polices established by each individual state.

Verifies accuracy of the documents, system updates and interdepartmental hand-off processes for each

State. This is done to ensure that the documents that have been provided are OCC and Federal reserved

approved.

Utilize each State guideline to guide through the SharePoint's validation process, to be imperative with the

Independent Foreclosure Review Process.

Quality Specialist II (QC Underwriting)

JPMorgan Chase - August 2011 to August 2012

Review of the Loss Mitigation workout, with focus on verifying the accuracy of the Underwriter's review and

analysis of the customers, financial ability and property information, to ensure the most suitable workout was

arrived at and the terms of the workout are accurate.

Validating based on guidelines and polices established by the Investors, Insurers, and Guarantors, as well

as our own internal policies and procedures.

Verifies accuracy of the myriad closing documents, system updates and interdepartmental hand-off

processes for each workout. This is done to ensure terms, contribution amounts and requisite system

documentation are accurate and thorough and in accordance with Investor, Insurer, and Guarantor Guidelines

for Fannie Mae, Asset, Private, Freddie Mac and NACA.

Utilize the checklist to guide through the workout validation process, to be imperative with the Investor,

Insurer, and Guarantor guidelines surrounding Loss Mitigation.

JPMorgan Chase/, Florence, SC 2011-2011

Customer Care Researcher

JPMorgan Chase - March 2011 to August 2011

Research and resolve escalated mortgage related issues received from senior management, regulatory

agencies, and our Legal Department. The issues are received through written correspondence, e-mail and

by phone.

Review loan servicing files, supporting documentation, and any other information that may validate or

invalidate the claims.

Works with management throughout the Chase organization to coordinate steps in the resolution of issues.

Document all issues in CHF Lotus Notes Complaint Management Database, and/or Workflow, KO, Fortracs,

as well as other necessary servicing platforms.

Develops and maintains key contacts and working relationships with various functional servicing areas.

Proactively seeks and maintains a working knowledge of select processes and current procedures of other

functional areas which are necessary to facilitate research and provide resolution.

Obtain approval from all parties involved on recommended course of action. Maintain contact with support

areas such as Legal/Compliance (Fair Lending/Regulatory).

Communicate/negotiate response and Chase's position with the customer.

Prepare self-authored written response, adhering to Chase's business letter-writing guidelines and within

RESPA guidelines.

Follow-up with customer to ensure satisfaction.

Accept inbound calls daily, and made outbound calls to customers

Escrow Specialist

First Citizens/ Aerotek - Columbia, SC - 2010 to 2011

Escrow Specialist

Fiserv - 2010 to 2011

Updates tax and insurance information directly to loan records via the servicing system (Fiserv).

Responds to questions from other departments on insurance and tax inquiries.

Completes off cycle analysis per requests via task tracking

Maintain proficient knowledge of state and individual insurance and tax authority guidelines and timelines.

Researches and resolves outstanding insurance and tax issues.

Monitors task queues to ensure all research requests for insurance and tax inquiries are completed on a

timely basis.

Researching and resolving payments issues.

Providing vendors with detailed reporting for paid and disputed items.

Ability to handle multiple tasks and deadlines with attention to detail.

EDUCATION

High School Diploma

Wilson High School

1991 to 1995

ADDITIONAL INFORMATION

Microsoft Office

Windows Professional, Vista, XP, ME, 98,95

Graphics

Down loading and Databases

Spreadsheets

Emailing

Fi Serve

Fidelity

Organizational skills

Ability to learn and operate the loan servicing system as it pertains to escrow.

Analytical and problem solving skills.

Ability to clearly communicate verbally and written.

JPMorgan Chase/ Washington Mutual, Florence, SC 2003-2009

Loan Servicing Escrow Specialists I 2003-2009

Updates tax information directly to loan records via the servicing system.

Responds to questions from other departments on tax inquiries.

Completes off cycle analysis per requests via task tracking

Maintain proficient knowledge of state and individual taxing authority guidelines and timelines.

Researches and resolves outstanding tax issues.

Monitors task queues to ensure all research requests for tax inquiries are completed on a timely basis.

Researching and resolving payments issues.

Providing vendors with detailed reporting for paid and disputed items.

Ability to handle multiple tasks and deadlines with attention to detail.

Organizational skills

Ability to learn and operate the loan servicing system as it pertains to escrow.

Analytical and problem solving skills.

Ability to clearly communicate verbally and written.

Quality control audits on a daily basis.

Contact this candidate