Customer Service Quality Assurance

TIMOTHY W. STEWART

**** ****** *****, *************, *.Y. 13027

*************@***.*** • 803-***-**** Cell 315-***-**** Home

SUMMARY OF QUALIFICATIONS

Objective

To obtain a position that best utilizes my experience and specialized skills in problems solving, assisting customers, and overall benefits the company.

Qualifications

10 plus years in the financial servicing industry with exceptional knowledge and sound decision-making responsibilities

Employment – Wells Fargo

Quality Assurance Analyst III 10/2011 to 01/2013

• Analyze, research, and audit attorney Foreclosure, Bankruptcy, Eviction, and Monetary Judgment files for accuracy

• Research to ensure all files are within County, State, and Federal compliance per the O.C.C. Consent Order

• Compile Findings Report and provide solutions to attorney process gaps to minimize fines and repurchases

Mortgage Analyst II 06/2010-10/2011

• Analyze, research, and audit Loss Mitigation REO/Liquidation packages for accuracy

• Research to ensure all loans are within regulatory compliance and minimize repurchases

• Calculate financials and review credit report to determine Short Sale/Deed In Lieu/HAFA eligibility

• Test Wells Fargo internal programs for performance to minimize errors that would cause a delay in auditing loans

• Received Team Member of the month

Client Services Consultant I 05/2009-06/2010

• Controlled a portfolio over 15,000 loans ensuring foreclosure fees and state fees are accurate prior to sale date

• Compiled daily reports and distributed to teammates to work daily pipeline

• Provided input of timelines to directives as well as changes to Direct Source Manual and process

• Worked with internal and external lines of business comprising of legal professionals, loss mitigation and bankruptcy

Operations Analyst III 06/2005-05/2009

• Presented and compiled Age Credit data for Corporate Advance Governance Task Force and senior staff

• Scheduled and facilitated meeting required by management

• Processed pay-offs, reinstatements and third party reinstatement for loans in foreclosure

• Trained employees on CABQ in regards to implementation and all new set guidelines on an as needed bases

Operations Processor 04/2002-06/2005

• Generated and analyzed various reports to ensure investor guidelines are in compliance with each loan

• Researched loans on the Q-Man Code report in Loss Mitigation for reconciliations from previous modification programs

• Maintained a level of dependability as well as reputation while ensuring the highest level of customer service daily

• Received 24 Best Shot Awards for dedication, hard-work, willing to learn along with 10 years of service

Collections Customer Service Representative 02/2001-04/2002

• Averaged 70 calls per day in a high impact, multi-task environment with 98% accuracy rate

• Evaluated borrowers financial status in order to place them in programs to bring account current

• Proven record of successfully handling customer escalations with accuracy and positive resolution

• Mastered all software programs used in assisting borrowers who are delinquent on their loans

EDUCATION

OCM-BOCES, Liverpool, New York February 1994

Auto Cadd/ Drafting

SKILLS

• Testing internal applications • Self-Motivator • Analytical/Problem Solving

• Facilitate Training • Written and Oral Communications • Microsoft Office Pro

• Customer Service • Create Various Reports • Detail Oriented

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