Customer Service Manager

Iris Colon-Bardo

*** ***** ** *** ***, N. Plainfield, NJ 07060 786-***-****

EXPERIENCE

JPMorgan Chase 2010-PRESENT

Underwriter- Processor Retail Mortgage

Jacksonville, Fl

• Underwrite and apply needed conditions to mortgage applications to assure borrower meets program/product

specifications.

• Communicate the decision (approval, suspense, denial) to the appropriate individuals within the firm while

upholding fair lending practices of JPMorgan Chase Mortgage

• Responsible for productivity targets, and will ensure quality and customer satisfaction.

• Issue proper disclosures as required by federal regulatory compliance and review rate lock and point

objectives for accuracy.

• Ensure pricing and fees are accurately reflected on each transaction and order all necessary appraisals, title,

and credit documents. Review loan-related documents, including title insurance, flood and tax certificates

and surveys, and submit these documents to Underwriting.

• Review the documents for acceptability against loan conditions, and with the Loan Officer coordinate with all

parties to obtain additional documentation. Complete loan submissions and update the conversation log as

needed.

• Prepare and move mortgage loans to closing.

EverBank 2009-2010

Litigation Paralegal Jacksonville, Fl

• Provide paralegal support to the Senior Litigation Counsel and Litigation Manager in the management of

litigated and non-litigated matters and otherwise support the Litigation function of the Legal Department.

• Manage caseload of legal/litigation issues and deadlines.

• Draft legal documents and correspondence.

• Draft responses to customer issues.

• Perform research on loan level issues.

• Perform research on legal issues.

• Provide support to Senior Litigation Counsel and Litigation Manager.

• Respond to and/or resolve routine legal questions under the direction of Litigation Manager.

• May represent company on routine legal matters.

Express Equity Lending Group 2008-2009

Underwriter/Loss Mitigation Supervisor Coral Gables, Fl

• Conduct face-to-face meetings with customers in default or at high risk of default to evaluate their financial

ability, intent, willingness, reason/risk for default, and apply the appropriate retention or liquidation solutions

• Underwrite and approve recommended loss mitigation workouts including loan mod documents that are

appropriate to the situation according to the Net Present Value (NPV) or Profit and Loss (P&L) results

ensuring that they are within internal guidelines and policies

• Manage the Collection Department. Ensure team and individual compliance with standards associated with

customer contact including Fair Debt Collections Practices Act (FDCPA) regulations

• Handle all functions of the Collections department, making phone calls, handling all delinquents accounts to

bring them to a performing status

• Handle all functions of the Foreclosure Process, from beginning to end. Review files with Owners and

determine which will go to Foreclosure. Prepare files to send to Attorneys. Handle all Attorney inquiries,

prepare MSJ, Bidding Instructions, answer all correspondence relating to the Foreclosure process.

Ocwen Financial LLC 2008-2008

Loan Resolution Counselor West Palm Beach, FL

• Underwrite and evaluate each loan assigned and the corresponding borrower based on all financial

information available to develop the most beneficial resolution plan.

• Modify Loan following Investors guidelines

• Handle all functions of the Collections department, making phone calls, handling all delinquents accounts to

bring them to a performing status

Citi Mortgage / ABN AMRO Mortgage Group 2006-2008

Litigation Analyst Jacksonville, Fl

• Timely opening and closing files for Coordinators and assist with research.

• Order all docs necessary to resolve Homeowners Association and violation notices.

• Assign Code violations and Mechanic Liens cases to Attorney’s, prepare the case to go to court.

• Work with the Attorneys until the case is closed.

• Answer and gather all records for Subpoenas.

• Refer cases to Counsel when needed, and order checks and set up second principal balances.

• Regular updating of loans on database.

• Communicate with business units, counsel, vendors and management regarding need for

Information.

• Review Loss Mitigation Packages and made recommendations on loan workouts.

Allstate Insurance Co. 2005-2006

Sales Producer Jacksonville, Fl

440 License

•

• Research and resolve Customers Issues and concerns

• Write Auto and Homeowners Policies, through Allstate and other Companies. Thorough understanding of

different insurance laws.

• Delivery of policies in a timely manner.

Merrill Lynch 2004-2005

Fund Share Operations - Senior Associate Jacksonville, Fl

• In charge of all Money Movements between Merrill Lynch, Bank of New York, ML London, ML Cayman,

ML Luxembourg for the Money Market accounts at the Bank level.

• Prepare and send daily wires for the Merrill Lynch Money Market accounts

• Research and resolve any issues relating to these functions.

Collections Department, Washington Mutual (Part-Time) 2004 - 2006

Collections representative Jacksonville, Fl

• Answer a variety of calls regarding Customers Accounts, including payment agreements, balances, and

monthly payments.

• Resolve Complex issues in both English and Spanish in a prompt manner.

Customer service Department, Washington Mutual 2000-2004

Escalated Customer Service Research representative Jacksonville, Fl

• Respond to and resolve escalated research inquiries (correspondence tasks and Internet).

• Compose professional business letters in response to written or verbal customer inquiries.

Management of large volume task inventory.

•

• Deliver accurate, quality information within specified time guidelines, including but not limited to the

following: generate payoff statement, provide assumption information, order documents, such as surveys,

Note, amortization schedules and quarterly statements. Both in English and Spanish.

EDUCATION B.A. INTERNATIONAL STUDIES May 1986

Bradley University Peoria, IL

Minor: Sociology

Additional Skills: Fluent in English and Spanish.

Interests: Biking, swimming, and reading.

Computer Experience: MS Word, Excel, Access, Lotus Notes and specialized in a variety of software products.

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