Customer Service Manager

Shannon Scott

Cell: 414-***-****

*********@***.***

Profile:

Enjoyed working in banking for over 35 years, all in back office support. Primary expertise in default services with diverse experience supporting various phases of the bankruptcy process. Extensive experience with PMI, foreclosure, cash reconciliation, bankruptcy and post loan origination processing. Dominant skills include customer service, ability to multitask, problem solve, time management, risk recognition and flexibility. Knowledgeable in all of the Bank regulations, regarding safety, fraud, abuse, SCRA, experienced with FHA and VA, Fannie, Freddie Mac loans, etc. Proficient in Microsoft Outlook, Blacknight/LPS Desktop, MSP, Excel, Word, HELP, CISCO, Google Chrome, Vendorscape, AIS, FDI, TSYS, Collect Link and ICMP. Demonstrates success in numerous positions, and many stages of the industry process. Professional demeanor balanced with a fun and friendly attitude.

Experience:

Default Specialist BMO Harris Bank 2016 - 2018

Currently serving in a contract position through K-Force Temporary Agency as a Bankruptcy Analyst reviewing auto loans, checking and savings accounts, credit card accounts, lines if credit and mortgage loans.

Prepares and uploads documentation for proofs of claim and motions for relief. Approves and denies reaffirmation requests and prepares and uploads documentation for reaffirmations. Prepares and uploads documentation for review of plan approval on secured loans. Reviews and completes plan approval or denial on unsecured loans. Updates and notes systems upon plan filing. Reviews, updates and notes loans upon confirmation of plan.

Receives and reviews settlement offers, calculates counter offers, if needed, communicates with the borrower during the settlement process until an approved figure is reached, and prepares and sends out the settlement agreement letter.

Updates and notes system on dismissal and discharge, performs all loan closing duties upon termination and discharge of loan. Makes sure all documentation has been received, scanned, updated and noted, in the Vendorscape, KOI, TSYS and TSYS2 system.

Answers phone questions from borrowers regarding repossession, loss mitigation, foreclosure, and billing, missed and misapplied payments, payoff and pay history requests, settlement offers, Processes payments over the phone, monitors and processes incoming fax requests from customers, title companies, and internal personnel for pay histories, lien releases, titles, deed releases, the resuming of monthly statement receipt, vehicle surrender, etc. Received 100% on the April and May 2017 phone audit.

Creates pay ledgers and reviews pay history for misapplied funds reverses and reapplies them. Also processes payment changes resulting from escrow analysis. Prepares, mails and processes surrender forms, lien releases, and title releases, settlement letters, collateral release, vehicle surrender, escrow analysis letters.

Conducts maintenance reviews on all types of loans, makes sure data has been inputted correctly and loan information has been brought up to date on discharged loans and new bankruptcies.

Receives reviews and processes all bankruptcy mail that comes in, entering bar dates, discharges, dismissals and case closures. Ensues sale notices get attention, cure notices, notice of lien avoidance, things of this nature. Makes sure accounts are properly documented with actions taken, correspondence and explanation of controllable vs non controllable delays.

Foreclosure Liaison Wells Fargo Home Mortgage 2004– 2015

Managed a portfolio of foreclosure loans for investors that required special attention, these included past due and approaching standard Foreclosure files including FNMA, FHLMC, GNMA, FHA, VA and Private Investors. Communicated via e-mail and bi-monthly phone meetings with investors, attorney firms and team members.

Shannon Scott

Cell: 414-***-****

*********@***.***

Worked with attorneys on foreclosures for Wisconsin, Illinois, South Carolina, and Florida, to ensure paperwork and documentations are complete for each loan and resolve issues/concerns. Made sure counsel had the documentation they needed for each loan and that they were completing each foreclosure step in a timely manner in LPS Desktop.Knowledgeable in agency, investor or insurer timelines and documents requirements for judicial and non-judicial foreclosures. Followed up on all Foreclosure actions daily/monthly to ensure investor guidelines and monthly status requirements are within compliance.

Resolved questions pertaining to all areas of loan servicing including payment research, taxes, insurance, loan modifications and assumptions, prepayments, payoffs, adjustable rate loans, credit reporting, and lien perfection.

Responsible for responding to written and phone inquiries from customers, title companies, and internal personnel regarding loans.

Audits on the loan portfolio reported consistently in the required 97 to 100% accuracy range. Consistently received positive recognition from investors and team members regarding the handling of loans.

Directed Counsel to the proper channels within the company depending on the nature of the need. For example, any loan modification review, short sale or DIL would forward to the Loss Mitigation Team for review. If the Borrower files an answer to the complaint or a Discovery is requested, the case is forwarded to the Litigation Team.

Advised Counsel on whether to proceed to sale or postpone for a number of days. Approved or denied requests for waiver of redemption, approved or denied attorney fees and updated loans in the system on a bi-monthly basis, noting the loan properly and sending intercoms to the correct personnel when needed, along with a multitude of other requests.

Scheduled and held bi-monthly phone meetings with Counsel to address any recurring areas of concern. Discussed and resolved any unusual problems that may have arisen. Identified and addressed any trending issues in any of the processes worked on a daily basis.

Ensured accounts were properly documented with actions taken, correspondence and explanation of controllable vs non controllable delays

Worked daily “Issues” opened by Counsel in LPS Desktop such as extending/reviewing a hold item on a loan, requesting an Appraisal, Bankruptcy Hold, a Corporate Advance Breakdown, investor name verified, Note Endorsement Incorrect, etc.

Bankruptcy Specialist Wells Fargo Home Mortgage 2004 – 2015

Managed a bankruptcy loan portfolio for a Chapter 7 and 13 caseload; selected to personally manage investor that required special attention. These included past due and approaching standard Foreclosure files including FNMA, FHLMC, GNMA, FHA, VA and Private Investors. Communicated via e-mail and bi-monthly phone meetings with investors, attorney firms and team members.

Reviewed and approved POCs.

Successfully maintained timelines for filing of claims and motions for relief for a high volume caseload.

Worked with Trustees to ensure payments are made on time and applied accurately to the loan.

Researched payment histories including misapplied payments.

Issued refund checks, balanced suspense and mortgage accounts.

Consistently prioritized work to meet internal deadlines and investor requirements

Provided information relevant to the status of the Proof of Claim (POC), Affidavit in Support of Motion for Relief, and Notice of Payment Change

Shannon Scott

Cell: 414-***-****

*********@***.***

Interpreted, and researched correspondence and legal documents including mortgages, assignments of mortgage, deeds of trust, subpoenas, summons, liens and bankruptcy, promissory notes, allonges and endorsements and property inspections to determine specific issues and/or course of action

Office Manager Check into Cash 2003 - 2004

Marketed for new client base. Increased total client base by 100 loans.

Maintained collections per individual accounts.

Monitored staff management, maintained staff scheduling.

Maintained database and file maintenance.

Reported to district manager on weekly and monthly loan volume and cash flow..

Managed bank deposits and withdrawals, balancing cash drawers, flow sheets,

Set up and approved new loan accounts.

Customer service duties.

Followed up on delinquent accounts

Premium Processor I & Check Encoder Mortgage Guaranty Insurance Corp. (MGIC) 1987 - 2002

Encoded and prepared private mortgage insurance premium checks to be deposited.

Balanced batches on incoming PMI payments in order to control daily deposits to bank

Exchange Processor Mortgage Guaranty Insurance Corp. (MGIC) 1987 - 2002

Identified, corrected, and researched errors on PMI loans.

Balanced PMI accounts, prepared journal entries, prepared daily deposits, provided customer service, refunded or billed any unearned premium, researched and resolved loan discrepancies, changes in premium or funds being applied to incorrect accounts.

Assistant Supervisor Mortgage Guaranty Insurance Corp. (MGIC) 1987 - 2002

Coordinated and spearheaded special projects.

Received 3% bonus for completing a ZOMP billing project that was causing loans to fall behind in insurance payments due to misunderstanding of how the plan works.

Identified and tested system problems.

Balanced accounts, provided customer service, assisted supervisor with staff management, auditing, reporting on volume and cash flow.

Cancellations Mortgage Guaranty Insurance Corp. (MGIC) 1987 - 2002

Processed cancellations refunded or billed unearned premium.

Supervised the transfer of manual to electronic programs for cancellations.

Shannon Scott

Cell: 414-***-****

*********@***.***

Identified, corrected and tested any system errors.

Processed Claims, managed staff, reported on monthly and daily volume and cash flow and provided customer service.

Education: University of Wisconsin – Milwaukee, B.A. Spanish Literature and Communications – 1991

Volunteer Work – Hunger Task Force

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