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Customer Service Management

Phoenix, Arizona, United States
January 26, 2018

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Pamela Jo Huckaby

Cell: 480-***-****

**** * **** **, *******, AZ 85042

Work Experience

Vendor Manager - JP Morgan Chase September 2016 – Present

Lead strategic sourcing events, contracting activities, contract management, and supplier management.

Assess issues identified by exception reporting and make recommendations to strengthen internal controls and reduce operational risks. Utilize knowledge of business to level set the issues and escalate as appropriate to the senior management team.

Interact with vendors to provide and review feedback pertaining to process improvement opportunities and action plans

Participate in Risk Control Self-Assessment (RCSA) with multiple team members, to ensure risk is appropriately assessed, scope and testing is appropriate, issues have been escalated and cleared with management

Continue building knowledge of internal policies and procedures, banking and consumer regulations/laws.

Work with the Line of business to ensure thorough, complete, and accurate documentation of critical processes across the business area.

Manage the documentation, tracking, reporting and storage of control evidence, risks, and action plans.

Assist in accomplishing all key deliverables, reporting, dashboards, attestations, etc. as required to ensure a controlled operating environment

Create and maintain Purchase Orders for Vendors within a Specialized Service Category

Contract Management and Negotiation.

Implemented and maintained vendor scorecard to measure nationwide performance of 20 vendors with an emphasis on Time, Quality, Support, and Compliance improving overall performance.

Third Party Oversight AVP - JP Morgan Chase August 2013 – December 2015

Internal Oversight Monitoring

Analyze and Manage documentation of all consultation activities and artifacts in SharePoint and identify potential risk; to assist in mitigating those risk and escalate as appropriate

Utilize appropriate project management tools to document initiatives, track action items and follow up to ensure resolution

Manage and maintain Inventory of current and open application engagements

Central Point of contact to initiate all third-party engagements, change and disengagement requests

Facilitate and coordinate the required assessments ensuring Executive Summary of the activity is documented and presented to the business and third parties

Capture and Distribute meeting minutes

Communicate Consultation requirements to stakeholders

Business Analyst II/Internal Audit - JP Morgan Chase March 2010 – August 2013

Letter Reconciliation of all letters under Mortgage Default

Assist with writing and implementing procedures according to policy

Create, validate & perform daily, Weekly, and Monthly internal control tests for different functions, departments and risks identified on the Line of Business RCSA

Month end reporting compilation for critical process for the Line of Business for extensions and reages

Perform data validation & loan level root cause analysis on control reports created within Action Plans

Facilitate meetings with executive and senior management levels within the Line of Business

Develop, validate, and transition reports to assist the Line of Business in mitigating the risk

Analyze processes and reports within the Lines of Business to identify gaps or potential risks associated with self-identified and regulatory development to ensure these are mitigated while adhering to strict deadlines

Communicate with the Line of Business assignments, projects, as well as determine if appropriate controls are in place to mitigate risks and provide status updates to senior leaders and escalate as needed

Work closely with the line of business to identify and remediate control issues and gaps within the Line of Business

Stay abreast of Regulatory/ Compliance/ Change Control / Default Credit Policy and ensure compliance

Point of contact for coordinating projects and audit requests to meet deliverables with analysis, recommendations and accuracy as well as provide requested information

Loss Mitigation Pre-Closer - JP Morgan Chase December 2008 – March 2010

Compile information, documentation analysis and complete file preparation / maintenance

Ensure compliance with daily, weekly, and monthly productivity and quality assurance standards as defined by the business

Receive and perform inbound and outbound calls on severely delinquent accounts in Foreclosure or Loss Mitigation; to determine actions to be taken

Manage work queues of approximately 50-70 accounts within a month

Order Title, Executed 4506-T, Flood, and Appraisals for accounts

Senior Loan Closer – Bank of America July 2005 – July 2007

Review and audit files received for accuracy, completeness, rate lock and point objectives

Communicate with escrow / settlement agents regarding vesting, estimated closing fees as well as obtain an estimated HUD-1

Ensure all conditions are met prior to document preparation for a file

Convey figures with the customer/ broker

Disburse funds

Excellent Customer Service

Mortgage Support Service Specialist – Bank of America May 2003 – July 2005

Initiate, approve, send wires for loan funding as well as manually enter and print checks for an average of $2.9 million daily

Build, assign and deliver files to processors, manage high volume loan flow as well as track unassigned loans and current capacity of processors

Order and pull credit reports, charge application fees and refunds

Track status of valuations, titled and loans

Board loans and disperse files to post closing once loan has funded

Generate, compile, and analyze data for daily productivity reports for numerous job functions

Maintain up to date procedures

Assist management, underwriting as well as associates with making operational decisions and problem solving

Troubleshoot and correct errors with processes within several job functions

Cross train associates on job functions within department including funding, workflow, boarding, post-closing and application fees

Banking Systems

Customer Care Workbench (CCW), Collection Management System (CMS), ER, Fortracs, i-Vault, InfoSource, LenderLive, LPS, Mortgage Servicing Platform (MSP), Phoenix, Vendor Loan Servicing (VLS), Boss, EdocSecure, Encore, Home Focus, Integrity, Lendware, Lync, MTX, PRISM, REKO, Report Shop, Speedpay, Visa Net, and PMCS.

Other Software/Applications

Microsoft: Word, Outlook, PowerPoint, Visio, Excel, Communicator, and Share Point. Ariba/ePurchase

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