Customer Service Sales

Mortgage Default & accounting Specialist

Audit ~ Loan Review ~ Analytical Skills

An accomplished mortgage specialist includes: employee training and

development, default cash processing and account payable/receivable

experience. Professional achievements include promotions from entry level

customer service to supervisory positions within the company. Strong

quantitative, qualitative, analytical skills ability to identify urgency

and work case accordingly, in addition problem solve through the use of

analytical skills, and excellent customer contact skills.

Supervisory Experience Mortgage

Default Experience

Accounts Payable & Receivable Communication

Skills

Experience

Washington Mutual Bank 02/2003-12/2009

Senior Asset Recovery Fannie Mae Claims Specialist? Jacksonville, FL

. Exceed monthly goals by 20 percent on claims

. Filed loss mitigations, third party, charged off claims under investor

guidelines.

. Maintained prompt communication with Fannie Mae's leads and answering

question by citing updated Seller-Service guidelines, training

manuals, bulletins and PowerPoint's presentation.

. Negotiated loan modification and short-sales for Fannie Mae's service

portfolio.

. Analyzed borrower's assets and mortgage payment data in order to

ensure best business decision for homeowner and company shareholders.

. Supported Escalation Unit by creating an Excel-base tracking system to

manage escalation pipeline; pushed more ten 50% to resolution

Reconciled loan for expenses that occurred from the time of default to

foreclosure sale.

. Preformed financial analysis using Net Present Value, Debt to Income

Ratio and Debt Coverage Ratio

Asset Recovery Specialist Senior ? Jacksonville, FL

. Served as Team Lead fulfilled team audits, employee development and

monitored productions

. Prepared bidding instructions from junior lien position

. Contracted vendors to represent the companies best interest at the

foreclosure sale

. Exceeded monthly quality and quantity of minimum of 98 percent

Subject Matter Expert Bankruptcy Workflow Specialist ? Jacksonville, FL

. Assisted in managing 14 employees and in managers absence assumed 100%

of management duties.

. Directed resource in the transition of major relocation of the Cash

Department from Milwaukee, Wisconsin to Jacksonville, Florida within a

stringent 4 month period

. Provided training for a newly developed department within the

Bankruptcy Team.

. Wrote 7 chapters of the Bankruptcy Cash Operating Instructions in

preparation for the Milwaukee to Jacksonville transition

. Reconciled department general ledger accounts

. Directed resource for the internal auditor during the 4th quarter

2007

Washington Mutual Bank 02/2003-12/2009 (continuation)

LS Default / Bankruptcy Processor II ? Milwaukee, WI

. Streamlined procedures to improve daily processing procedures.

. Managed my pipeline of bankruptcy payments, according to priority,

ensuring that all payments were posted within 24 hours of initial

receipt within company

Customer Service Representative ? Milwaukee, WI

. Responded to 14 calls per hour while exceeding quality standard by

108%, achieving 97% average versus 90% benchmark standard. Quality

standards based on both soft skills and accuracy, rated by both

internal and external quality specialists.

TMP, Worldwide 09/2000-02/2003

Media Reconciliation Specialist Accounts payable ?Milwaukee, WI

. Managed weekly check run in excess of $100K utilizing Oracle software.

. Charged with setting up and reconciling publication accounts and

corporate general ledger

. Preformed account research on invoice discrepancies by the use of

written and verbal communication to sales representatives to provide a

resolutions.

. Maintain appropriate records and files for the Accounting Department

Education

Milwaukee Area Technical College ? Milwaukee, WI ?

. Grade Point Average: 3.10 ?Studies Associates in Accounting? Expected

Completion 5/2011

Successfully completed cores:

> I and II of General Principles of Accounting (I and II of

Intermediated Accounting

> Income Tax ( Business Communication (Accounting for Managers

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