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Manager Customer Service

Chicago, IL
March 19, 2018

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Robert R. Soria


Phone (cell): 773-***-****

Personal Statement: Dedicated and diligent business professional with a strong desire to utilize, challenge, and further build upon my skills in all of the major business functions including finance, marketing, management, operations management, and customer relations


Northern Illinois University, DeKalb IL

B.S. Degree in Business Administration

Graduation, December 2010

Cumulative GPA: 3.2/4.0

Minor in Sociology

Cumulative GPA: 3.3/4.0

Work Experience

The Federal Savings Bank, Chicago, IL: June 2016-December 2016

Suspense Coordinator

• Accessed multiple investor platforms to identify deficient loans ‘suspended’ from purchase

• Responsible for logging in investor individual deficiencies/conditions at the loan level into internal system (Encompass)

• Reviewed critical loan documents including appraisals, credit reports, closing documents, compliance documents, homeowners insurance, income documents, and state and federal disclosures to assess the validity of investor deficiencies/conditions

• Required to thoroughly communicate valid deficiencies/conditions to responsible internal teams/team members in order to cure the deficiency/satisfy the condition in a timely manner

• Responsible for submitting curing documents to investor platforms

• Role was highly deadline oriented

• Role required high attention to detail in a fast paced environment

Fay Servicing LLC, Chicago, IL: June 2015-December 2015

Loss Draft Specialist

• Responsible for processing all homeowners insurance claims

• Ensured that all insurance claim checks included FAY as a payee as mortgagee/additional interest

• Ensured insurance claim checks were received in a timely manner and deposited into a designated account on behalf of the borrower

• Responsible for reviewing and processing various documents required for claim processing

• Responsible for ordering and reviewing inspection reports VIA third party vendor to confirm progress/completion to home repairs

• Generated payment checks (Loss Drafts) for home repairs per company draw schedule, ensuring drafts payable to all parties as required by law, including borrowers, contractors, public adjusters, ETC

• Responsible for over 700 claims month

• Responsible for filing insurance claims on REO properties

Interbank Mortgage Company, Lincolnshire IL: November 2012-March 2015

Loan Coordinator

• Served as Liaison between outside Account Executives/Brokers and the Company’s internal departments (Underwriting, Closing, Compliance, MGMT)

• Responsible for overseeing an E-mail Help Inbox, as well as a telephone helpline for A/E’s and Brokers in CA, CO, UT, and TX.

• Answered questions and helped to coordinate communication between Brokers and Internal Operation Staff members. Required to escalate urgent matters to Sr. Management as necessary

• Required to review critical loan/credit documents on a daily basis including Credit Reports, Asset/Bank Statements, Income/Tax statements, as well as State and company required disclosures.

• Role required a high level of organization and attention to detail in a fast paced environment • Documented track record of providing excellence customer service in this role • Helped to Increase My Teams Activity 21% in my 2 months in the position

Loan Auditor

• Responsible for performing a final audit on wholesale mortgage loans/files before deeming the loan ‘Clear to Close’

• Conducted a comprehensive review of mortgage loans to ensure critical documents were present, in good standing, issued/dated compliantly as dictated by the company/industry, as well as accurately reflected within the firm’s internal system

• Worked with outside mortgage brokers, as well as internal departments to ensure accuracy and integrity of mortgage loans before allowing the transaction to close

• Role required a high level of concentration and attention to detail

• Responsible for auditing 10-15 mortgage loans per day

• Routinely exceeded company/department quotas

New England Financial, Northbrook IL: May 2012-November 2012

Financial Representative

• Financial Analysis

• Lead Generation

• Case Design/Presentation

• Market Analysis (Demographics, Segmentation, Trends, ROI)

• Sales (Insurance and Investment Products)

• Client Service

Menards, various locations: December 2010-April 2012

Manager Trainee/Assistant Department Manager/Department Manager

• Completed three-month, multi-functional management training program including thorough policy review, management shadowing (in sales departments, shipping/receiving, and front office), and four comprehensive tests.

• Promoted to Assistant Department Manager, Burlington Wisconsin: May 2011-January 2012

• Promoted to Department Manager, Milwaukee Wisconsin: February 2012- April 2012

Responsibilities Included:

• Inventory: Forecasts, Stock Levels, Turnovers, Replenishment, Defects/Miss-shipments, Overstock Maintenance

• Order Procurement/Processing

• Merchandising: Plan-O-Gram set/maintenance, product display/placement/pricing

• Project Coordination

• Customer Service

• Vendor Relations

• Employee Management and Development

• Payroll Control

• Sales


• The National Society of Collegiate Scholars (Lifetime member)

• Deans List, NIU College of Business, Spring 2010 (4.0 GPA)


• Proficient in Microsoft Excel, PowerPoint, and Word

• Knowledge and experience in Microsoft Access and Sequel Server

• Experience with Fannie Mae’s Desktop Underwriter

•Experience with Black Knight’s MSP


Bryan M. Dick-Ipsen-Owner, Ipsen's Village Cleaners

520 Lake Street

Antioch IL, 60002

847-***-**** (Work)

847-***-**** (Cell)

Nancy Millar- Audit Manager, Interbank Mortgage Company

333 Knightsbridge Parkway, Suite 210

Lincolnshire, IL 60069

847-***-**** (Work)

Katie Rohm-Former Supervisor, Interbank Mortgage Company

333 Knightsbridge Parkway, Suite 210

Lincolnshire, IL 60069

847-***-**** (Work)

847-***-**** (Cell)

James Maloney-Former Manager/AVP of Client Services, Interbank Mortgage Company

333 Knightsbridge Parkway, Suite 210

Lincolnshire, IL 60069

847-***-****, EXT 366 (Work)

*Additional Personal and Professional References Available Upon Request

Contact this candidate