Customer Service Quality Control
Resume:
CACHET B. RIVERS
Unit #208
Jacksonville, Florida
32277
*********@*****.***
KEY STRENGTHS
Dependable, hard working team player with excellent customer service
skills. Positive attitude. Consistently receive the highest proficiency
rating possible. Excellent verbal and written communication skills. Possess
a working knowledge of using the internet and Microsoft office suite, i.e.
Excel, Word, and Outlook. Strong organizational and time management skills.
Self-motivated team player who is able to interact effectively with
internal and external contacts. Good interpersonal and analytical skills.
Able to handle a multitude of tasks and meet strict deadlines. Able to work
and review weekly reports for proper resolution and follow-up.
SENIOR QUALITY CONTROL UNDERWRITER ANALYST - WORK EXPERIENCE
June 2012 - September 2013 DISYS Contractor at Bank of America Case
Management ROQA Analyst
Jacksonville, FL.
Provided analytical and administrative support within an internal control
environment, while assisting the team in gathering and organizing data that
helps track, report and manage internal control gaps. Reviewed data, and
established and performed quality control. Tracked, reported and managed
internal control gap issues and mitigation plans. Delivered high-quality,
error-free work that was exact and completed by paying close attention to
detail. Maintained an organized approach to managing daily activities while
juggling multiple demands that achieved efficiency and productivity. Used
Bank of America technology, tools and resources to access, analyze and
distribute information. Clearly conveyed information and ideas through a
variety of channels. Collaborated with team members and business partners
by contributing ideas, opinions and skills toward the achievement of a
common goal. Assisted the manager with fail reviews and monthly peer
audits. Served as the subject matter expert by keeping current with the
newest guidelines and policies. Assisted in leading daily huddles with the
team to discuss and review current updates.
PROJECT MANAGEMENT - WORK EXPERIENCE
January 2011 - June 2012 JPM Chase-Senior Operations Specialist
Centralized Plan Break Jacksonville, FL.
Assisted the Centralized Plan break teams on special time sensitive
projects. Monitored and modified payment breaks. Reviewed and documented
plan break findings and patterns. Assisted customers with delinquent
mortgage payments and payment arrangements. As part of the process control
team my roles and responsibilities also included thoroughly reviewing
accounts in all Heritages, enterprise wide (WAMU, CHASE, and EMC) to
process possible plan breaks and opt outs on loans that are out of
compliance with Chase or government programs, such as HAMP, Hardest Hit
Fund, Fannie Mae Alt, etc. I also reviewed accounts to verify for missing
documents and final modifications, for possible plan breaks as well. The
department worked in conjunction with all lines of business, i.e.
Relationship Managers, CAS, Quality Control, Underwriters, and specialty
groups such as Bankruptcy, Litigation, HELOC, and SCRA.
February 2010 - January 2011 JPM Chase Relationship Manager
Jacksonville, FL.
Worked with the following investors: Freddie Mac, Ginnie Mae, Fannie Mae,
Asset (Chase loans), and GSE loans. As a Relationship Manager, I evaluated
the borrower's current profile, with regard to researching loan type,
borrower income and asset info, hardship request and property calculation
information. Based upon the evaluation I determined the best financial
solution for the company and the borrower while adhering to state and
federal laws and regulations, while supporting internal working groups such
as Legal, Executive Desk and Escalations team. Reviewed each case to
determine the best solution according to established guidelines. In many
cases I was required to work directly with borrowers and approved third
parties. Negotiated loan financing strategies with the internal support
groups. Repackaged loan agreements or delinquency arrangements to
reschedule debt, and negotiate payoff schedules for imminent default or
delinquent borrowers to determine the best financial solution for the
company. Ensured the title is clear for modifications, verify arrears,
formulate terms of repayment, and prepare workout files for modifications.
Negotiated with insurers, investors, real estate agents and attorneys on
loss mitigation options for the best financial solution for the company.
Researched and resolved inquiries and problems related to negotiating loan
agreements, delinquency arrangements or pending foreclosure, served as a
liaison with other departments in the resolution of day-to-day-
administrative or operational issues.
June 2009 - February 2010 JPM Chase Modification Counselor
Jacksonville, FL.
Worked with the following investors: Freddie Mac, Ginnie Mae, Fannie Mae,
Asset (Chase loans), and GSE loans. Created templates for new loan
modifications. Contacted borrowers to collect missing documents needed to
complete the loan modification process. Processed and prepared for closing
retail mortgage loans. Setup trial plans for approved modifications and
forbearances. Monitored payments on approved modifications and
forbearances. Resolved customer disputes and discrepancies with the
modification process.
April 2008- June 2009 Washington Mutual Senior Collections
Representative Jacksonville, FL.
Assisted customers with delinquent mortgage payments. Worked as Third party
collector for 30, 60, 90, and 120 day past due accounts. Used creative
problem solving in arranging customer repayment plans. Assisted Team Lead
in managing the team in supervisor's absence.
March 2003 - April 2008 Select Portfolio Servicing (SPS)
Jacksonville, FL.
Assisted customers with delinquent mortgage payments. Worked as a Third
Party Collector for 30, 60, 90, and 120 day past due accounts. Used
creative problem solving skills in arranging customer repayment plans.
Handled foreclosure and skip traced accounts. Worked as Team Lead during
supervisor's absence.
October 2001 - March 2003 Adecco Staffing (Bank of America)
Jacksonville, FL.
Check processor for Bank of America. Retrieved checks from microfiche and
delivered as necessary.
September 1999 - August 200 Precision Response Center (PRC)
Jacksonville, FL.
Customer Service representative for AT&T 300. Collected and setup payment
plans to cure delinquent accounts. Provided superior service while
assisting customers with long distance service issues and opened trouble
tickets. Managed inbound telemarketing queue. Worked as Quality Assurance
representative.
EDUCATION
Medical Assistant Certification Advanced Career Training
2002
General Education Degree (GED)
2002
References furnished upon request.
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