LAKESIA JACKSON

**** ******* **** ************, ** 32207

904-***-**** /ac0zh9@r.postjobfree.com

OBJECTIVE:

To obtain a position where my experience and talents will be utilized to help drive

business performance and growth.

PEOPLE SKILLS

Proven Leadership Analytical

Proficient in Microsoft Office

Positive Attitude

Quickly Learns & Adapts

Dependable

Team Oriented Intellectually Curious

Call Center Oriented Exceptional

Customer Service

COMPUTER SKILLS

Microsoft Excel, Word, PowerPoint, Outlook

Mainframe systems of record databases

Customer Service, Multi-line Phone System, Commit 4, Commit 4 Interact, Postage Machine, Fax Machine, Copier, On-Line Federal Express, Net-R-Online, E-postclosing

I-Series

Linx, File-net, DMP, i-Portal, Status Smart, and 10- Key by Touch

WORK EXPERIENCE:

Incomm Customer Service Rep Jacksonville FL Sept 2015-Dec 2016

Answered inbound customer service phone inquiries related to InComm Financial Service Cards (Visa, MIO and others)

Provided timely, accurate and courteous responses to the customers concerns or questions

Followed Escalation Event procedures in accordance with Financial Services Customer Service Manual. (Chargebacks, disputes, potential fraud)

Bank of America MLO- Research / Adjustment Rep II Jacksonville FL Nov 2012 – May 2015

Responsible for account closures of deceased customers on specialized EEU team

Assisted in piloting process move to Jacksonville, FL and provided feedback to line of business owners for process stability.

Reviewed for accuracy of appropriate documentation to ensure any remaining balances were transferred and accounts can be closed without recourse.

Maintained production and quality standards in fast-paced production environment required to meet customer expectations.

Responsible for completing a detailed review of highly complex documents (Death Certificates, financial documents) to verify required issues for the borrower’s estate for accurate disbursement.

Collected relevant background information; analyzed date, and summarized findings to bring final resolution.

Organized information in a systematic way to establish priorities and meet required deadlines.

MLO- Sr. Post-Closing Specialist

Selected to aid in backlog clean-up of outstanding accidental death insurance policy defects for BPP review and resolution project team.

Reviewed insurance policies for accuracy and logged defects into system of record database.

Provided detailed information to ensure documents were corrected timely.

Exceeded production goals which aided in early project closure date.

Mitigated risk of thousands of home equity line of credits where accidental death insurance.

LaKesia Jackson pg.2

MLO- Sr. Post-Closing Specialist

Located and procured recorded security instruments from county to ensure speedy and accurate foreclosure process.

Determined cost of recorded documents from various clerk of courts and registrars nationwide and ordered checks to send to county for county certified copies of recorded security instruments.

Identified, discovered, and resolved root causes through research and analysis to provide solutions to basic and moderately complex requests in a timely manner with error free quality.

Located documents that are marked as received but are actually missing.

Procured/ordered documents to record in I-Series/AS400LS while investor-required documents remain outstanding.

Located missing documents ( Title Policy (D1s), Deed of Trust/Mortgage (D2s), Corporate Bond Assignments (D4s), Title Policy Endorsements (D6s), Interim Bond Assignments (D8s), Secondary Mortgages (SECs); Down Payment Programs (DAPs), Miscellaneous documents (if available), Power of Attorney (POA), Loan Modification Agreement (LMA), New York, Consolidation, Extension, and Modification (NYCE), Subordination (SUB).

Selected to participate in project designed to mitigate risk exposure caused by lack proper insurance documentation.

Ordered lien documentation from County Clerk of Courts to mitigate property foreclosure risk.

Managed external vendor and non-vendor closing agent document portfolio by conduction internal and external system research to locate and document proper loan documentation.

Telephoned and emailed vendors, attorneys, title companies, and underwriters in an effort to retrieve title policies and outstanding mortgage documents.

Consistently updated system of records with accurate account of each post-closing document phase.

Provided feedback and best practices to management regarding new or enhanced processes.

Additional tasks and projects include the 46- day Delinquency, BPP (Borrower’s Protection Plan) audit while continuing to utilize independent judgment.

Fresh Point North Florida Receptionist/Administrative Asst. Jacksonville FL Feb 1998 Jan 2012

Sized, packed, weighed and verified quality of product.

Answered and maintained multi-line phone system, sorted and distributed incoming mail, processed and posted outgoing mail, and processed customer remittances on RDC system.

Assisted all department heads with various administrative tasks including A/P matching, A/R invoice tracking, DOT equipment repair and driver log filing.

EDUCATION

Samuel Wolfson High School High School Diploma

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