Customer Service Manager

LETICIA DAVIS

************@*****.*** **** Townsend Blvd., Unit 203, Jacksonville, FL 32277 904-***-****

BUSINESS ANALYST

Highly experienced Business Analyst with more than 14 years in the mortgage industry serving supporting transfer, acquisition, secondary market and escrow functions, default collections, and internal and external audits. Successful interfacing with all levels of management. Extensive understanding and experience with Fidelity, Alltel Systems, CCW, I Vault, and Lender live, Default Workstation, Agent Desktop and GSE requirements.

Core Competencies

Problem Identification

Root Cause Analysis

Customer Service

Project Management

Mortgage Life Cycle

Quality Assurance / Audits

Verbal & Written Communication

Resolution Recommendation

Decisive Decision Making

Cross-Functional Team Member

Aggressive Deadline Management

Proficient in MS Office Suite

BANKING EXPERIENCE

FORTEGRA FINANCIAL, Jacksonville, FL 06/2015 to Present

Account Service Representative

Responsible for keying in new business and cancellations for accounts on multiple system platforms. Meet the demands of a production environment in both input of information and service standards, including quality and quantity.

Audit remittance report for accuracy and verify the correct business was received.

Enter certificates/applications into multiple system platforms, taking appropriate action by noting adjustments when required.

Report variances and underwriting issues to the editing team.

Balance businesses entered into the system with remittance reports to ensure all certificates submitted have been keyed.

Meet all production requirements for completing batches.

Complete assigned tasks on inputs team tracker.

Identify potential workflow improvements and impediments and suggest changes to the process.

JP MORGAN CHASE, Jacksonville, FL 07/2007 to 03/2015

Business Analyst

Determine root cause and provide a recommended business solution. Perform data validation on control reports, loan level root cause analysis and control testing. Process and assist research to ensure operational processes and tools are at appropriate levels of control for identified areas of risk.

Perform root cause analysis of discovered issues and provide solution recommendations and define effective remediation plans such as control reports, procedures and testing.

Coordinate and facilitate conference calls as needed to determine information required for audit requests.

Oversee and respond to Collection Internal Controls audit requests.

Work with line of business teams and business channel managers to develop detailed understanding of process requirements including regulatory, procedural and policy requirements.

Perform monthly process audits to ensure documented processes and process documentation accurately reflects the covered process.

Deliver initial recommendations to business channel manager for consideration of short-term immediate needs and long-term requirements.

Monitor regulatory, procedural and process changes to ensure controls adequately reflect policy and procedural updates.

Facilitate remediation meetings with business channel manager, business partners, and other required parties.

Meet with line of business management to determine if observations require further action.

LETICIA DAVIS

************@*****.*** 3401 Townsend Blvd., Unit 203, Jacksonville, FL 32277 904-***-****

WASHINGTON MUTUAL, Jacksonville, FL 1o/2001 to 07/2007

Loans Serviced by Others Specialist II

Monitored service transfer loan processing, servicing reports and foreclosures. Analyzed credit reports and appraisal data for accuracy. Service released loans to new servicer. Worked with external business partners to recover outstanding advances after service release.

Addressed concerns and resolved future scheduled transfer issues with escrow, property and mailing address, and documents.

EDUCATIONAL BACKGROUND

ARIZONA WESTERN COLLEGE, Yuma, AZ

Associates of Applied Science Degree in May 1989

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