Customer Service Assistant

Stefan Hearst

*** **** ****** *****, ****** Elm, Texas 75068-5922

Phone: 972-***-****

Email: *************@*********.***

Website: https:www.linkedin.com/in/stefanhearst

Education: University of North Texas, B.A. in RTF/Media Communications

WORK EXPERIENCE:

Aerotek LLC, 2380 Performance Drive Richardson, TX 75082 May 15, 2017 to Feb 16, 2018

QA Financial Booking Analyst (Contract)

QA Commercial loans from financial bookers through the LIQ system.

Verify commercial loan data within the Deal, Facility, and Outstanding in LIQ system.

Locate backup docs via Virtual Vault, iCon, and GFS to confirm booking correct input in LIQ.

Daily multi-tasking skills involving Webex, IM, and teleconferencing to explore system issues and work-arounds until system issues are resolved for the new Misys LIQ (Loan IQ) system.

Daily use of platforms like AFS (MSP, AS-400), ALS, SharePoint, GFS, Webex, Instant Messenger (IM), and Loan IQ (Misys).

Review Commercial Loan Agmts, Credit Approval Memos (CAMs), Amendments, Remittance Instructions (RI’s), Loan Change Transactions, and Deal Change Transactions to ensure that the data fields are correctly entered into the LIQ system.

Aerotek LLC, Plano, TX 75024 June 15, 2016 to Aug 3, 2016

Bankruptcy Specialist (Contract)

Perform Lexis Nexis (BANKO) Legal research for TOCs (Transfer of Claims), POCs (Proof of Claims) and NORs (Notice of Rejections)/Deficiencies for Bank of America/Carrington Mortgage and uploading documents into the Nautilus database for third party legal counsel.

Refer Reaffirmations by verifying accounts.

Maintain and update electronic files on the TEMPO (Attorney Communications) system for Tasks or Actions Required in the bankruptcy process and respond or provide written feedback to the law firms in a high-pressure deadline schedule.

Ensure that documents, actions and processes are performed on a timely basis.

Mandatory Compliance training which includes working knowledge of Regulation Z (TILA), C (HMDA), B (Discrimination), and X (RESPA – Application, Settlement and Servicing).

Collabera LLC Aug 13, 2014 to May 13, 2016

Triton, 3rd Flr, 13th Cross Road, Anepalya Circle, Bengaluru, Karnataka 560030, India

Capital One, 7933 Preston Road, Plano, TX 75024

Business Analyst -- Risk Audit & ARM (Contract)

ARM Maintenance Duties

Update MSP system daily with new indices with Publish, Begin & End Dates. Maintain Backup.

Maintain and update the LPS Servicing software, ensuring system accuracy, within 2 days of receipt of all signed documents. This includes updating the ARM workstation and Payment Schedule systems to reflect any change in interest rate and/or payment information as well as insuring that all modified loan products are set up correctly.

Consolidate and Update procedures for ARM department for Index Search and Calendar preparation for daily index entry into MSP and 3 QA reviews to ensure correct interest rate.

Review reports to ensure that all required dates are reflected in the Mortgage bankruptcy system.

Risk Audit Duties

Assist Legal Department and various Risk Departments to prepare for audits from CFPB, FHLB, FHA, FNMA, FDPA, and Core Logic.

Research legal documentation using Capital One internal software systems such as ECM/LPS Desktop, Fiserv (FIS), LoanServ (FIS), MSP/CPI, AACER, LPS Portal-MSP Director, LPS Lending Portal 6, Doc View and Citrix OPUS.

JPMorgan Chase Bank, Lewisville, TX 75067 May 2012 to Nov 2013

Business Analyst -- Sr Ops Specialist -- Underwriting

Attorney Certified to qualify being listed on the Signature Signing Matrix to sign as Vice President or Assistant Secretary confirming validity and legal right to foreclose on properties.

Gather collateral documents such as the deed of trust, notes, loan notifications, financial statements, tax information, insurance information, & run credit check (CBR) for bankruptcy.

Complete and verify vesting and signature lines required for trust POA and LLC’s. Utilize and

complete best practice checklist to ensure compliance with policies and procedures.

Examine and validate Chain of Title and Compliance for residential properties to ensure accuracy of lien holders & verify ownership or encumbrances of real property for attorneys prior to foreclosure.

Process Verification of Complaints (VOC), Assignments of Mtg (AOM), Substitution of Trust (SOT), and calculated Affidavits of Amounts Due (ADA)

Maintain Attorney approval and listed on the MERS Authority Signing Matrix to authenticate documents and sign as Vice President or Assistant Secretary for properties in pre-foreclosure.

Provide Ad hoc reporting as required by management to monitor quality and productivity

Prepare audits for legal regulatory compliance of FHA loans by locating documents, verify mortgage instruments for legal compliance purposes & determine whether the right to foreclose/service exists for the legal department representing JPMorgan Chase Bank.

As part of the Post-Closing process, consolidate all the requested files into a PDF and ensure clear legibility with the appropriate homeowner and bank signatures.

Review executed documents for completeness and accuracy and cure any deficiencies as referenced in the closing cover checklist for each loan.

Fannie Mae, Dallas, TX 75254 Jan 2009 – Aug 2011

Business Analyst – Valuations (Contract)

Make outbound calls to Fannie Mae’s third-party valuation vendors to obtain quote and order appraisals on properties and resolve issues on exception reports from AppraisalPort system and TRAX.

Provide technical support to third party vendor appraisers.

Utilize various reporting and multiple tracking systems to resolve exceptions to the automated valuation ordering, receipt and payment billing processes.

Build and maintain relationships with qualified listings of third party Vendor Appraisers to facilitate timely execution of valuations for multiple property types.

Resolve exceptions to the automated valuation ordering, receipt and payment processes.

Review appraisals from Vendors for proper Fannie Mae format accuracy and ensure timely ordering & receipt of independent values on REO properties to support valuation, listing & the accounting process.

First Preston Management, Inc., Dallas, TX 75254 April 2006 – Dec 2008

REO Asset Manager (Contract)

Manage accounts payable and receivable for REO assets.

Make outbound phone calls to Homeowner Associations for Invoices on REO properties

Manage REO foreclosed HUD properties by locating HOAs and requesting outstanding invoices in order to make payments.

Interface with Title Specialist, Legal Department, Closing Agents/Attorney and Sales Group/Asset Managers to effectively manage, market and sell difficult properties.

Countrywide Home Loans, Plano, TX 75024 Jan 2000 – Mar 2006

Research Analyst

Call center training and work experience involving collections & customer service using incoming ACD calls and making outbound phone calls.

Answer customer, third party vendors, and internal inquiries involving status of escrow, tax and insurance compliance and responding to homeowners’ inquiries on delinquent accounts and collecting payments and providing workout solutions to bring loan current.

Develop and update department training guides for various Research Training Manuals.

HELOC issues: Annual & Termination Fees, Property Address & SSN changes or corrections, Freeze & Un-Freeze, Unwanted Draws, Calculating Reminders.

Research missing and misapplied payments and post mortgage account adjustments.

Review loan documents to identify errors and implement processes for resolution.

Communicate proactively with customers, related business partners to resolve transaction issues involving escrow discrepancies involving overages, deletions, or setup issues.

Negotiate payment disputes with distraught clients.

Update AS-400 system with reason for delinquency & setup payment plans for compliance.

Technical Skills and Platforms:

* Loan IQ / LIQ (Misys) * GFS (Global Fulfillment System) * Webex

* MS Outlook * MSP (Black Knight LoanSphere) * SharePoint

* AFS * iCon * Virtual Vault

* Fiserv-FIS-LoanServ * Lexis Nexis (BANKO) * Nautilus Database

* DashBoard / ValDash * ECM/LPS Desktop * AS-400

* AACER/PACER * LPS Portal-MSP Director * Maps/Plats/Surveys

* IPHOST/ALS * Doc View * Seibel

* Citrix Access Gateway OPUS * KnowledgeLink (KL) * CMS/AppraisalPort

* LSAMS * CLM/TRAX * Business Objects

* HomeTracker * MERS OnLine * Encompass 360

* NIC (National Info Center) * LPS Desktop (formerly Fidelity) * Lenderlive

* Time Management * ECM

* HELIOS (Empower Version 35.1 Citrix)

* MS Windows (Word, Excel, PowerPoint, Visio)

* Loan Services (Appro Crif Lending Solutions)

* ULS (United Lender Svs / Stewart Title)

* FedEx, UPS, USPS Tracking and Payment

Achievements:

* Training in Loan Administration involving Customer Service, Call Center, Collections.

* Received Cust Service Award from U.S.E.P.A. Region 6 for Speaker Series & Indian Affairs.

* Professional Development CBT Training on Banking & Mortgage Servicing Qualifications.

Contact this candidate