Manager Customer Service

Shawna C Palmer

*** * **** ******

Columbus, OH *3206

Wk 614-***-**** Cell 614-***-****

******.*****@*****.*** or ******@***.***

Objective

To work in a fast paced environment that will allow me to utilized my

college learning and on-going training with Chase in a management/team lead

or training position.

Professional Work Experience

2008 - Current Chase Home Finance Columbus, OH

Homeownership Assistant Case Manager

Default

Homeownership Preservation Office is newly created departments dedicated to

Chase, WaMu and EMC borrowers that have been affected by hardships that are

high risk foreclosure and or beginning stages of default. HPO is the

single point of entry for non profits and certified HUD counselors around

the U.S. who are working with our borrowers to save their home.

Job Responsibilities

. Responsible to adhere to various investor guidelines in modifications

of mortgage loans.

. Answers incoming HPO helpline and becomes a customer advocates while

identifying and defining the issue at hand. Outgoing calls made for

follow ups.

. Manage and assist in negoiation for a small case volume for review

process with various lines of businesses and performs timely follow-

ups.

. Proactively reach out to develop successful solutions for the customer

by working with internal partners across all serving units and ensures

decisions with internal departments which are made in a timely manner;

communicate the final resolution back to the non profit or the

borrower.

. Identifies problems with process and implement a written process and

procedure to make work more efficient for end users.

. Assist in training and coaching new hire non-exempt, exempt staff and

Chaseworks staff.

. Assist in overall department voicemail responsibilities which include,

listening to voicemail, returning calls, transferring calls to correct

department or assigned case manager and maintaining excel spreadsheet

for tracking.

System usage

Fortracs DRI Gateway Early Resolution

Webtool Lender Live FSD CCW

Fidelity Lending Portal Ivault Vendorscape

MSP WaMu System

Highlights and Accomplishments within Homeownership Preservation

With HPO increasing staff, I was chosen to assist training new hires with

all job functions in HPO. The job positions trained include case

coordinator position, case manager who are mortgage officers, assistant

case manager and supervisors.

I implemented a more efficient process for processing incoming

correspondence. This new process saved time of processing documents and

improved customer service to the customer when they called in for status

update.

2005 - Sept 2008 Chase Home Finance Columbus, OH

Senior Escrow Analyst

Core Servicing

Job Responsilbities Include

. Researched initial escrow deposit that included follow up on open

issues and documented mortgage loans accordingly to the responsive of

emails that would be received to obtain a resolution.

. Established a relation ship with inbound loan transfer to identify any

problems with he purchase from lender to lender. I would contact the

appropriate departments to adjust the account accordingly. In the

event that credits or funds need to be adjusted, I would submit a

correction or work with the reversal department to accomplish the

goal.

. Posed proficient knowledge of each function performed within my

workflow unit. Such as processing final escrow waiver, deficit

shortage spread, key escrow disbursements, payment change, and

processing shortage received routes.

. Identified errors in escrow accounts and diligently followed the

Cranston -Gonzalez Guidelines to ensure accuracy of processing.

. Reviewed department functions and provided feedback to management of

ways for process improvement and reported any unusual trends.

. Assisted in training new staff with department functions and

responsibilities.

Education

I am currently pursing a minor in Small Business Operations, anticipated

graduating January 2011. Currently pursing a major in Business

Management/Project Management and anticipating graduating January 2011.

Current credit hours earned 63 out of the 110. The college courses include

some of the following:

. Speech and Communications

. Business Time Management

. Organizational Behavior

. Managing Interpersonal Skills

. Principal of Business

. Business Ethics and Leadership

. Business Management (Team Building)

. Understanding Business

. English, Essay and Research 102 and Business communication that

includes memos and proposals

. Psychology

. Human Resources

Current Member of the following organizations

Meals on Wheels Access Accessibility

Ujima Acorn, A voice for the community

System Knowledge and Access

RE/Mainframe Word Excel

HE/VLS Microfiche Excel Kana Powerpoint

Business and Personal referrals upon request

Contact this candidate