Customer Service, loan Servicing,administrative

LYNN JOHNSON 406-***-**** STACKSHOES ****@*****.***

Summary of Qualifications

oOver 20 years of customer service experience.

oExtremely detail oriented and quick to spot discrepancies.

oEnjoy collaborating with business partners.

oNaturally examine data to find commonalities and discrepancies.

oStrong balancing and research skills.

oIdentified and initiated project to meet and exceed customer needs. This included identifying and tracking issues why customers were not receiving Home Equity statements, collaborating with business partners and providing explanation of findings.

oSubmitted action plan to greater utilize system that provided Home Equity customer statements from only one function to five.

oMember of Home Equity Project Teams for Social Security number research, 1098’s, account restrictions, Credit Bureau Disputes and Demand Requests.

oSubmitted Idea Builder for improved document printing process for bankers saving time and up to $25000.00 per year in paper.

oAnalyzed report data and piloted compliance Initiatives for loan document packages that improved successful account bookings by 90%.

Experience

Billings Public Schools– January 2017- Present

●Substitute Teacher

Special Education Classrooms

Provide extra assistance to students one on one

Preschool, Elementary, Middle School and High School

In School Suspension

Spherion Staffing Services-June 2018-September 2018

●Loan Servicing Specialist

Initiated contact with law offices for pertinent information

Reviewed foreclosure fees on accounts

Insured fees were charged to the correct party

Responded to escalated requests

Engaged with team members

Wells Fargo Bank-August 2005 – December 2016

●Research Remediation Associate - 2015 – December 2016

Determined root cause of customer complaints.

Responded to and resolved escalated issues.

Provided bankers guidance, information, and options.

Insured complaints were properly addressed and tracked.

Effectively communicated with business partners and bankers throughout the case duration.

●Loan Document Specialist 3 – Home Equity Closer - 2013 – 2015

Completed all insurance and title reviews.

Ordered closings and assured the steps are followed through from receipt to resolution.

Organized and prioritized system, customer and business partner issues while meeting or exceeding business service level agreements.

Developed Doc Preparation and Home Equity Closing procedures and continuously update.

Department Trainer and Subject Matter Expert.

Insured closing documents were correct and in line with government lender guidelines.

●Loan Servicing Specialist 3 – Home Equity Maintenance and Edit - 2008 – 2013

Responsible for 13 Exception Reports to ensure proper maintenance of customer accounts.

Subject Matter Expert for team.

Approved critical maintenance the processors ran in their daily work.

Completed payment date/amount changes, reverse and reapplying of payments.

Processed hundreds of account maintenance requests per day including customer information updates, and customer account changes.

Collaborated with Research Team on most efficient process of sending maintenance requests.

●Loan Servicing Specialist 3 – Home Equity Investor Delivery - 2005-2008

Completed requests from external investors to provide specific documents and insure all

necessary information was provided within the document.

Accurately processed all payoffs from receipt to resolution while meeting daily deadlines.

Balanced 600 general ledger accounts per day.

Developed training manual for new hires, served as Subject Matter Expert and Dept. Trainer.

Education

Associate Degree from Indiana University

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