Customer Service Quality Control
Resume:
Tracey M. Laster
**** ********* ********** ****
Jacksonville, FL 32211
Attention:
To Whom It May Concern:
I have enclosed my resume to you in the interest of exploring
employment opportunities within your organization.
My interpersonal skills and personal qualities are exceptional. I wish
to obtain a position with your company which will not only utilize and
challenge my excellent capabilities, but to enhance my skills to become a
more valuable asset to the company.
I know what I have to offer will exceed the expectation and demands to
the company. I would greatly appreciate meeting with you at your earliest
convenience as we can discuss my career opportunities within your company.
Sincerely,
Tracey M. Laster
Tracey M. Laster
5350 Arlington Expressway #
4405
Jacksonville, FL
32211
********@*****.***
OBJECTIVE:
To obtain a position in a challenging yet rewarding environment that will
allow the utilization and enhancement of practical, professional and
creative skills. Strong analytical and planning skills, combined with the
ability to coordinate the efforts of many to meet organizational goals.
Productive and efficient work habits without supervision. Self-motivated
and with high energy with the strong demands for personal growth. Career
oriented individual with 13 years of experience in the mortgage industry.
Core Competencies /Skills- Microsoft Office Knowledge, Cash, Wave, Excel,
PowerPoint, Process Management, IntelliMods, Equator, UPS Tracking,
Fidelity System/ MSP (Company's Mortgage Servicing Operating System),
Training and Development,Attention to Detail, Customer Service, Strong
Work Ethic, Analytical skills, Communications skills, Time Management,,
Credco, FED EX Tracking
EXPERIENCE:
05-2013 -07-2013 EverBank (Aerotek)
Jacksonville, FL Operational Support Specialist
. Printing loan application disclosures and analyzing loan application
disclosures via reporting measures to ensure accuracy.
. Collect, verify and analyze all documentation required for submitting
files to Loan Officer or Loan Processor for the Harp Refinance Program.
. Request and Review Subordination before mailing documents to Sub-Lender.
. Update internal Payoff demands in MSP/Fidelity system.
. Validate Tax, Hazard and P& I are located in MSP/Fidelity for review.
. Contacts and follows-up with all 3rd parties (employers, attorneys, banks
and insurance companies) to verify customer data from the mortgage loan
application. For example, verifications of employment and rent.
. Orders payoff requests, proof of Homeowner's Insurance and updates Loss
Payee Clauses.
. Uploaded requested documents to the ONbase data system.
2011-2013 AHMSI/Homeward Residential
Jacksonville, FL
QA Workout Specialist- Loss Mitigation
. Performs quality control audits of Loss Mitigation Workout request in
including Forbearance plan, Modification and Liquidation options to sure
they are within guidelines as set forth by the company, investor
standards and Treasury guidelines Making Home Affordable Programs..
. Analyze and calculate various type of income including, but not limited
to paystubs profit and loss statements, tax returns, Pensions and
Annuity Statements.
. Confirms all applicable fees are recovered and then deferred or
capitalized appropriately.
. Analyze and review credit reports to ensure all applicable accounts are
considered.
. Ensure timely an accurate delivery of completed audits while meeting
productivity standards. Ability to effectively work with multiple systems
simultaneously while maintaining accuracy of the audit.
. Performs quality control audits of the company's proprietary Loss
Mitigation workout options including Modification, Short Sales, and Deed
in Lieu's.
2009- 2011 American Home Mortgage Servicing Inc. (AHMSI) (Aerotek 2009)
Jacksonville, FL
Closer- Modification Department
. Responsible for closing on modification packages; review modification
terms on the agreement are complaint with company policy and procedures.
. Scanning returned modification documents from the client. Sorting and
documenting of loan modifications documents received. Prepping client's
documents for mailing to the borrower.
. Quality Assurance of loan documents.
. Prepping client's documents for mailing to the borrower.
. Sending out extension letters to qualifying clients for modification.
03-200*-**-**** Randstad (Merrill Lynch FDS)
Jacksonville, FL
Processing Clerk III- Alternative Investments
. Execute transfers of shares from the client old account to the new
account.
. Updating monthly CSAF and CMST report; Email Financial Advisors with
questions concerning client registration
. Updating client registration and Financial Advisors information in the
database system.
. Update Daily pricing report in our Limited Partnership System.
2001-2007 PHH Mortgage /Cendant Mortgage
Jacksonville, FL
Loan Processor Support Auditor
. Reviewing the Accuracy of information provided by 3rd party verification.
Record audit results in the quality access database.
. Responsible for training new employees who has joined the organization.
. Order and confirm Title commitments to Title companies. Provide
quality audits on files to the closing dept. Input wire instructions
. Review and audit Subordination
Loan Processing Support Associate
. Contacts and follows-up with all 3rd parties (employers, attorneys,
banks, and insurance companies) to verify customer data from the mortgage
loan application. For example, verifications of employment, credit,
mortgage, rent and loans.
. Orders payoff requests, proof of Homeowner's Insurance and updates Loss
Payee Clauses.
. Exceptional at multi-tasking by effectively prioritizing and managing
large loan pipeline.
1998- 2001 Merrill Lynch Credit Corp/ Cendant Mortgage
Jacksonville, FL
Receptionist- Administrative Services /Facilities Management
. Provide Administrative/Secretarial support for the department/division
such as answering telephones, assisting visitors, and
resolving and referring a range of administrative problems and inquiries.
. Liaison to Human Resources, for potential job applicants/new hires.
Collates highly confidential documents & benefits packages.
Reconciliation of direct billing of mail/shipment account with corporate
partner UPS.
. Oversee tracking of sales on a corporate level for all public and special
events through partnership with Ticket Master. Organize, sort and assign
mail distribution for all the employees
. Proficient in multi-tasking, excellent interpersonal skills, office
etiquette and phone manners Handles calls and promptly forwards them to
appropriate person among 4 campus buildings
Education
Florida State Community College (Some College)
Rice Institute (Diploma) Administrative
Office Assistant
Sandalwood High School (Diploma) Standard curriculum
Contact this candidate