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Customer Service Information Security

Little Elm, Texas, United States
August 24, 2018

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Shabrena Lynch **** Flagstone Lane Little Elm, TX 75068 C: 972-***-****

Notary Public (Term expires 5/2021)


Florida Metropolitan University; AAS Paralegal, 2006


Aerotek/Carrington Mortgage –Plano, TX 8/2016-Present

Bankruptcy Specialist/Team lead – Communicate daily with attorney firms, requesting Notices of Appearance (NOA), Transfer of Claims (TOC) and Motions for Relief (MFR). Authorized to sign bankruptcy documents on behalf of the company. Authorized to provide fee approvals for the entire department. Review bankruptcy plans for debtor intention, assuring company’s interest is provided for and assets are protected, review court dockets for verification of milestone completion. Review Proof of Claims (POC). I created and maintain TOC and NOA job aids, research and update borrower’s Credit Bureau Report (CBR), perform monthly spot check review of team members completed files, assist with mail duties, train new-hires, notarize company documents, assist and support fellow team members, eagerly complete various projects assigned. (Started full time with Carrington 1/2017)

Wells Fargo – Addison, TX 6/2012-8/2016

Business Process Analyst – Complete process analysis, evaluations and implementation of process improvements. Managed attorney communication distribution for all lines of business. Validate team reports that are requested by senior leadership, prior to distribution. Perform quality control of Steering Committee reviews, consult with third party vendors regarding Supply Chain Management legal service agreement termination to ascertain if collateral is still being held upon exiting relationship, host ECISE (Information Security) calls, perform monthly reporting of all duties, vet attorneys for disciplinary action and/or disbarment, consult with business partners to present issue analysis and recommend path for short or long term issue resolution.

Client Service Consultant – Third party vendor operations management; provide onsite evaluations of attorney firms retained across the country, to represent Wells Fargo’s Bankruptcy, Foreclosure and Eviction lines of business. Effectively build and maintain strong business partnerships at all levels. Report to senior management on: risk findings, key vendor relationships, trends, and emerging issues affecting support and vendor governance, advise on overall risk profile and issue resolution. Assist with development and implementation of policies, procedures and training materials to assure compliance with government regulations, mortgage regulatory requirements and Wells Fargo’s policies in order to maximize efficiency and maintain exceptional customer service.

Quality Assurance Analyst – Audit review of Fee Cost/Payoff Reinstatement, Bankruptcy, Eviction and Foreclosure files that have been processed by our attorney partners, to ensure high compliance and reduced risk level by reviewing various origination loan documents. Communicate issues and trends that were identified as risks and impacts, verbally or in written communication to upper level management, business partners and teammates, which lead to resolution, review state statutes for current updates prior to auditing, coordinate and facilitate host logistics call, transcribe for multiple logistics and MIG calls, request and assign loan pulls in order to prepare for upcoming audits, assign loans/set up workbooks, lead team calibrations, assist with learning and development of new hire training processes to include job aid additions/updates, side-by-side training and coaching of new team members, participate in multiple projects while maintaining recurring duties and problem resolution with high urgency, ability to change priorities and remain flexible.

Bank of America – Plano, TX 9/2010–06/2012

Paralegal – Respond to high level inquiries/complaints submitted through the Office of the Comptroller of the Currency (OCC), Attorney General Offices and various other public officials across the nation regarding foreclosures, evictions, loan modifications, payment histories and other loan issues that reach the highest level of escalation within the organization, in order to identify, resolve and mitigate risks and impacts. Account research resulting in halting or suspending foreclosures while determining if foreclosure procedures have been properly adhered to. Review for possible home retention strategies such as MHA/HAMP loan modifications, HAFA Short Sale, Deed in Lieu as well as other home loans and insurance servicing options. Review and consult with REO on investor and state specific guidelines regarding possible property redemption and deliver relevant information to business leaders and partners via verbal and written communication.

Operations Analyst – Process Scorecard and analyze foreclosure departmental procedures to ensure foreclosures were processed within state mandated timelines. Review foreclosure files to assure all required legal documents are uploaded to comply with individual investor guidelines.

CitiFinancial Mortgage – Las Colinas, TX 12/2007 – 9/2010

Bankruptcy Analyst/Team lead/SME - Manage default department delinquencies, review bankruptcy filings to assure protection of company’s interest, respond to property winterization requests, consult with attorneys and trustees regarding bankruptcy plans, submit requests for attorneys to file objections and motions for relief, acknowledge and respond to qualified written requests, process proof of claims, order BPO's, post funds on accounts, perform discharge audits, review court records in PACER and AACER for progression of bankruptcy plans, review and process subordination agreements, produce daily reports, point of contact for analysts that may need assistance, train new hires, notarize company documents, assist in development and updates of new hire training manuals.

Homecomings Financial – Dallas, TX 12/2006 – 12/2007

Account Manager – Manage inbound and outbound collections calls, determine borrowers financial capacity and commitment by analyzing loan history and asset attributes in order to determine best possible workout solution for delinquency, decide if foreclosure referral is appropriate, provide customized solutions for qualifying homeowners to achieve increased homeownership portfolio and reduction of asset loss, educate customers about their specific mortgage products, perform all loan counseling responsibilities including follow-up with customers after initial contact has been made.

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