Research/Resolution Specialist

Jacquelynn Bronson

Dallas, TX ***** ● Cell: 214-***-**** ● ******.*********@*****.***

Professional Overview

Driven, self-motivated, professional with 10+ years of increasing responsibility and leadership experience in the mortgage servicing, banking and customer service industries. I have excellent interpersonal skills and a proven track record to manage and deliver solutions. I am seeking an opportunity where I may use my experience, ability and passion for excellence to help the organization achieve its goals.

Competencies Technical Expertise

Effective time management & prioritization skills Microsoft Office Suite

Excellent work ethic and team supporter Outlook, Lotus Notes, AS400

Ability to meet Production and Quality goals EmbTrust, ARC, Wincmass6.6.19

Strong interpersonal skills Citrix/LPS, IP Extra, SharePoint

Professional Experience

Bank of New York Mellon / Staffmark Contractor 12/2015 – 05/2017

Research/Resolution Specialist

Research missing document for Release / Payoff

Maintained Rapid Completion of Tickets, both Assigned to me and Unassigned, to keep up with 24 Hour Turn Around Time.

Handling all of our Team’s Released Docs, from Releasing the actual Document to Tracking and Shipping said Document to its RL Location.

File and maintain records of originals and copy documents

Resolution of Clients’ issues, saving the company money by avoiding the need for LNA/LNIBs whenever possible.

Document Custody Admin

Process and review real estate collateral documents accurately and timely to meet client SLA.

Review documents to customer-specific agreements.

Inventory of mortgage documents reviewed include: Mortgages, Notes, Allonges, Intervening and Corporate Assignments, CEMAs, Title Policies.

Denote exceptions that cause less than perfect code. Audit and clear exceptions when required documentation is received. Enter all condition codes into embTrust, which is available for clients’ review.

Provide excellent external and internal customer service.

Cross-trained on processing New Collateral and Reinstatements.

Tuesday Morning - Plano Texas 09/2015 - 11/2015

Cashier/Recovery

Receive payment by cash, check, credit cards, vouchers, or automatic debits.

Issue receipts, refunds, credit, or change due to customers.

Greet customers entering establishment.

Process merchandise returns and exchange.

Assist customers by providing information and resolving their complaints.

Capital One, NA–Plano, TX / Aerotek Contractor 06/2012 - 12/2014

Document Validation Specialist / LAD Work Flow Coordinator

Reviewed and validated booked home equity loan files to ensure accuracy and completeness according to established guidelines and requirements.

Tracked records and problem-solved loan documentation and productivity.

Researched missing loan documents.

Trained new team members on the document validation process.

Consistently received internal audit score of over 90% monthly.

Assign loans by collateral type to documentation specialist.

Ordered UCC searches. ( flood, title & lien searches for the Secretary of State)

Bank of America – Addison, TX 12/2007 –12/2011

Customer Relationship Manager

Obtained and compile copies of loan applicants, credit histories, corporate financial statements and other financial information.

Reviewed accounts for postponement of foreclosure sale dates, and impounded escrow.

Reviewed missing files, records and other supporting documents.

Explained to customer the different types of loans and credit options that are available regarding retention, such as repayment plan, deed in lieu, and short sales.

Reviewed loan agreements to ensure that they are complete and accurate according to policy.

Reviewed for approval of all modification documents before submitting to QA for processing.

Education

Franklin D. Roosevelt High School Diploma - Dallas, TX (Diploma)

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