Judith A. Jackson

Victorville, CA *****

ac0jlp@r.postjobfree.com 442-***-**** www.linkedin.com/in/judy-jackson-a66676

Talented Library Assistant

Understands and Delivers Excellence in Customer Service

Trained newly hired and existing employees. Collaborative problem solver who uses written and verbal communication strengths to obtain results for both company and customer. Expert in identifying root cause of issues and translating complex processes into clear, understandable, and actionable steps. Enthusiastic leader who consistently meets commitments with integrity.

Areas of Expertise:

Comprehensive Projects Training Strategic Analysis Finance People Management

Collaboration Process Improvement Changing Work Environment

Professional Experience

SETERUS INC (previously Wilshire Credit Corp), Beaverton, OR 1999 2017

Senior Quality Assurance Analyst 2012 2017

Developed, coordinated, and supervised staff, overseeing quality control, ensuring compliance with state and federal laws and practices, fair lending, and RESPA while achieving outstanding customer relations in high volume, fast-paced call center. Supervised staff of 12.

Performed phone monitoring and ensured compliance with federal, state, and company policies.

Monitored accounts, determining proper procedures and maintaining excellent customer service.

Traveled to newest office in NC and trained newly hired employees on policies and methods used in Quality Assurance department. Mentored workers for 1st 6 months, guaranteeing success in new choice of careers.

Performed all manager's tasks while out of office in addition to general duties during 4-month period, ensuring that all reports were submitted on time and internal audits were passed.

Reviewed all escalated and dissatisfied customer calls, reporting issues to team leads for employee coaching or to other departments for research.

Internal Control Specialist 2005 2012

Performed independent internal controls, ensuring company adhered to all state and federal regulations as well as policies. Managed monthly, quarterly, and annually audits, based on risk potential.

Operated as liaison in yearly outside audits, resulting in company receiving a passing rating from PricewaterhouseCoopers during annual audit.

Judith A. Jackson ac0jlp@r.postjobfree.com Page Two

SETERUS INC (Continued)

Maintained open communications with all levels of staff and management, reporting employee performances for recommendation of addition training or recognition.

Obtained and used information of business and financial operations, resulting in a strong working knowledge of all departments. Hand-selected to participate in planning.

implementation of Home Affordable Modification Program (HAMP).

Performed in depth analysis, determining root cause of issues.

Collection Specialist 1999 2005

Summarized research and areas of concern. Collected on charge-off consumer loans and located assets for recovery of funds. Referred loans for legal action, resulting in company profits.

Mediated disputes and communication breakdowns between clients, and customers, clarifying issues and recommending effective resolutions.

Located customers through investigative methods, accomplishing an 80% successes rate.

Contacted customers through mail and phone calls, collecting on delinquent mortgage loans.

Assisted in development of desktop procedures, allowing collectors and customer service representatives to have ready access to information that would add more efficiency.

Reviewed pre-foreclosure packets, confirming accuracy and adherence to investor timelines.

Education / Certification

Bachelor of Arts (BA), English, California State University, Northridge, CA

Paralegal Certificate, UCLA Brentwood, CA

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