Staffing Agency/ City of Jacksonville Beach, Jacksonville, FL (contract) November 2018 -Present
Customer service, clerical work for the city and Parks and Recreation Department
Bayview Loan Servicing, Ft Lauderdale, FL November 2013 – April 2018
Audit Response Analyst
Respond to audit evaluations before or by the deadline imposed by the auditing entity using information compiled from business units and the audit response group.
Request and track information requests from the business units to properly respond to audit findings.
Review loan level system data, as well as file documentation, to ensure compliance with governmental and investor guidelines.
Use investor specific and government program quality assurance data, such as, but not limited to, HAMP and HAFA to guide audit responses.
Identify trends based on aggregated data and present trends to FVP.
Thoroughly review audit findings and make a recommendation to the FVP to remediate or cure the audit finding.
Identity gaps in processes that require remediation. Follow up with business units on their milestones with new remediation plans including training and updates to procedures.
Compile data for each loan reviewed and corrective action needed based on criteria established by clients, government programs and/or management.
Ensure consistent quality of production by adhering to timelines and deadlines set within departmental policies and procedures.
Through review of workflows, compliance and investor reporting guidelines to ensure consistent quality of production by adhering to timelines and deadlines set within departmental policies and procedures.
Review exception reports, on a daily basis, for all processes within multiple portfolios, for various departments for the company.
Send out identified exceptions to the proper areas of business for correction
Identify any potential trends and review them further to ensure that reporting is in line with business process changes/requirements
Identify whether the exception occurred due to human error, or process deficiency
For process deficiencies, Communicate deficiencies to the affected business units and Internal Audit on an as needed basis
For human error, provide the specific example to management, for management to address accordingly
Make recommendations for remediation on all deficiencies that were reviewed/identified
Perform loan review and process level assessments of the Fulfillment Operations team’s workflows
Responsible for ensuring that all associated service delivery commitments are made and that Service Level Agreements are met/ exceeded
Track outstanding remediation activity on an ongoing basis through internal reports and logs
Researching loans and responding to audit findings dealing with processes and CFPB guidelines for loans within the company.
Document Coordinator November 2013 - March 2014
Working a queue of received documents borrower have sent in.
Using necessary systems (ex: Capital Markets, Citrix, LPS, MSP) to locate and upload document to corresponding loan.
Raising proper steps and tasks needed in the accurate systems to assure loan in being processed accurately and within CFPB guidelines.
Convergys (AT&T Account), Tamarac, FL September 2009 – November 2013
Train classes of new hires within an 8 week period on knowledge on the company along with information and systems to accurately handle incoming calls with AT&T.
Train new hires, take attendance, input and process time cards
Provide new hires on knowledge of information and systems to accurately handle incoming calls with AT&T.
Educate new hires on proper learning materials and systems to accurately handle incoming calls to meeting sales quota and increase company revenue with up sales.
Received awards for producing performing employees within the project.
Sales Representative September 2009 – January 2013
Answering inbound calls assisting customers’ existing new and existing customer with new service.
Meeting sales quota and increase company revenue with up sales.
Educating customers about AT&T services and products, making sure customers receive the best services and products for their needs.
Transferring customer to correct department if customer reached wrong department.
Received awards for Top Performer/ Sales.
Lenox On The Lake, Lauderhill, FL May 2009 – August 2009
Keeping in touch with future residents and family members to assist in any way possible with questions, or concerns through email or phone calls.
Dispensing proper paperwork to all departments.
Making sure futures residents that move files are completed with all necessary paperwork.
Greeting potential new family members when they visit community, give them a tour.
Collecting deposits and full amounts for residents to move in.
Baker Hill Industries (Staffing Agency), Coral Springs, FL April 2008 – May 2008
Answering phones and directing calls to correct extensions.
Typing, emailing, faxing and filing invoices and documents.
Organizing files, shelves and filing cabinets.
Opening and date stamping mail to sort and distribute.
Typing up records of folders and files and data entry.
Convergys (MasterCard Account), Tamarac, FL May 2007 - March 2008
Lost/Stolen Rep & High-Speed Internet Technician Rep
Taking reports for MasterCard cardholders who have lost or had their cards stolen, transfer cardholders to correct financial institutions, to handle customer service issues.
Troubleshoot customers with internet connection issues.
Increase company revenue by sales.
South Broward High School