Customer Service Manager

Location:

Ocean Township, NJ, 07712

Posted:

March 12, 2013

Contact this candidate

Resume:

Carol L. McCaffrey

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

Ocean, NJ 07712

732-***-****

*********@*******.***

EXPERIENCE:

*/** ** */** Pionear Recruiting – Contractor – Bank of America

Mortgage Claim Process Researcher III

• Responsibilities included but not limited to evaluating default mortgage serving loans

during the claim review process, to determine if all loss mitigation activities were handled

and documented in accordance with the requirements of HAMP, proprietary modification or

other programs’ requirements.

• Ensure that all required procedures were followed; system of record notated,

documentation available/imaged and appropriate borrower communication (verbal and

written) were performed in accordance to SD Directives/Internal Operating Procedures.

• Reviewed filed in their entirety and provided a recommendation whether or not any errors,

misrepresentations or other deficiencies may have been identified in the review resulting in

financial injury to the borrower or the mortgagee.

10/94 to 5/12 Springleaf Financial Services

Formerly Known As American General Financial Services, INC.

A subsidiary of American International Group, INC. (AIG)

Field Auditor (2/09 to 5/12)

• Promoted into new role and responsible for evaluating the internal control environment of

five states, 13 districts and 119 branches with a portfolio of over $600 million. Performed

an average of 40 audits per year.

• Working knowledge of RESPA, HMDA, Truth in Lending, Sarbanes and Oxley, Bankruptcy,

Loss Mitigation and all Fair Debt Collection requirements. In addition to the federal

requirements, knowledge of State specific laws and regulations spanning five states.

• Enhanced overall performance and profits of the branches and districts operations through

improving the internal control environment.

• Effectively applied audit methodology in the operational branch environment.

• Performed investigations of reported frauds, thefts of company assets.

• Through review and evaluation of reports, records and loan documents identified internal

controls that need improvement.

• Partnered with branch personnel and district manager to develop corrective action plans to

enhance overall effectiveness and efficiency.

• Reported findings to audit management with outcomes and future recommendations.

• Delivered guidance, information, and training to branch personnel during routine audit

assignments. Provided compliance training and programs throughout the year to over 300

employees.

• Effectively communicated with all levels of personnel, management and as necessary, law

enforcement agencies.

• Independently managed audit assignments effectively to minimize audit time and cost.

• Chosen for special assignments including corporate audits and review of existing accounts

for sale preparation.

• Stayed abreast of industry trends and ensured ongoing professional development through

attendance of relevant conferences and reading professional publications.

B ranch Manager (8 /05 to 2 /09)

• Promoted into role to lead and oversee a team of four financial

representatives /customer account specialists and a portfolio of over $8 mill ion.

• Responsibilities included but not l imited to maintaining productive work

environment, oversaw talent management process and evaluated performance.

• Extended loan / retail credit, evaluated r isks, underwriting, closed loans and collected

past due accounts including foreclosures and other loss mitigation procedures.

• Prepared and analyzed branch reports for profitability and performance.

• Maintained awareness of company policies and procedures, Federal and State laws

a nd regulations to ensure compliance by all staff members.

• Monitored and controlled all branch activities for profitability.

• Developed new and maintained existing partnerships with local business and

corporations.

• Responsible for training financial representatives from various branch offices to be

p romoted into branch manager role.

• Certified evaluator for branch manager candidates prior to their consideration for

p romotion.

• Consistently the most profitable branch in the state.

• Nominated Best Operator 2005. Consistently reduced and maintained branch

delinquency to award winning levels. Awarded Branch of the Month on a regular basis.

F inancial Representative (10 /94 to 8 /05)

• Performed all aspects of lending operations including taking applications, credit

evaluation, underwriting, closing / servicing of all consumer loans and residential

mortgages. Lead the team in collections of past due accounts including foreclosures

a nd other loss mitigation options.

• Awarded employee of the month on a regular basis.

• Actively marketed branch services to small businesses and corporations. Responsible

for selling all branch products including consumer loans, mortgages and insurance.

• Consistently maintained position of top loan producer in a district consisting of up to

50 employees.

• Prepared and analyzed branch reports, maintained records. Operated cash drawer,

p rocessed payments and bank deposits, performed other daily cash drawer functions

w hile safeguarding cash.

• Assisted in the on-going training of branch employees

8/89 to 10/94 First Fidelity Bank

Branch Teller (8/89 to 8/90)

• Offered role when the Branch Service Department was eliminated.

• Responsibilities included but not l imited to distributing money to customers, setting

u p new accounts, closing existing accounts, receiving / processing deposits, handling

w ithdrawals, loan payments, check cashing and transferring funds between accounts

per customer request.

• Other tasks performed include answering phone calls regarding customer accounts,

d istributing traveler’s checks and exchanging foreign currency.

• Balanced cash drawer daily with a very low error rate through accurate calculation of

t ransaction to reflect those recorded for the day.

B ranch Services Associate (8 /89 to 8 /90)

• P resented superior customer service to bank personnel in a high volume call center.

• Assisted bank employees with a wide range of inquires relating to customer accounts.