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Customer Service Management

North Richland Hills, Texas, United States
March 20, 2019

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Jason Sosa

**** ***** **** **. **** Worth, TX ***82

817-***-**** cell, email:


Over 13 years of “Financial Industry Experience” with Mr. Cooper /Countrywide. Area of experience includes Default Investor Reporting, Auditing, Computer Programming and Management. Qualified by, offering great customer service, showing a proven record in exceeding monthly deadlines to comply with Investor Guidelines. Self-motivated, honest and dependable, outstanding communication, and presentation skills Core Competencies

• Achievement/Results Orientation

• Information Seeking

• Financial Analysis

• P & L Management

• Inventory Management

• Team Building

• Leadership Skills

• Customer Relations

• Project Management

• Interpersonal Understanding

• Problem Solving and Analysis

• Organizational Awareness

• Presentation and Writing Skills

• Analytical Thinking

• Work as Team Player

• Performance Improvement

Accomplishment and Skills

• Experienced in Microsoft Visual Studio, SQL Server Management Studio

• Experienced using HTML, CSS Templates, JavaScript, Bootstrap and Python

• Knowledgeable in Traditional Fannie/ Freddie, FHA, VA and Commercial Loans

• Familiar with Integration and Reporting Services

• Experienced using Microsoft Word, Excel, Power Point

• Experienced in UAT testing structure

Relevant experience

Mr. Cooper

Senior Business Analyst / Front End Developer Feb 2016- Present

• The main function is design, development, implemented and maintenance user acceptance UAT testing cases and plans.

• Conducted UAT testing to ensure that developed systems satisfied the needs of business clients as specified in the functional requirements.

• Utilizing change management strategies to share project benefits, increase awareness - prior to launch

• Creating a hybrid Waterfall methodology

• Implementing a structured test management approach to eliminate risks by proactively finding issues or defects and working with scrum teams to manage the backlog, update progress and deliver work product

• Developing excel-based risk reports and analytics

• Understand the structures, usage and sources of business data as well as the context in which it is utilized throughout the business, and can design and build these structures

• Analysis and assessment of business needs and cross-system impacts by offering full systems integration solutions

• Create dashboards that provide aggregate information regarding daily departmental operations, perform ad hoc analysis to identify potential issues

• Assist with maintaining the delivery of daily reporting by running SQL reporting scripts for daily distribution.

PennyMac Jan 2014-Feb2016

Senior Business Analyst / Investor Reporting

• Manage 25,000 loans and all Investors for Penny Mac

• Responsible for Default Reporting and Remitting

• Responsible for all Investor cut offs such as 1

st, 3

rd, 7th, 10

th, 15


and EOM

• Responsible for analytical support for the department

• Responsible for running and analyzing trials and expiations SQL reports for Investors; FNMA, FHLMC, USDA, VA and FHA.

• Monitor and send recurring reporting for key statistical information and performance metrics.

• Monthly monitor Delinquency Metrics which involves foreclosure status, aged loans and recommend loans that qualify for Mods

• Developing excel-based risk reports and analytics

• Initiate creative new reporting formats and views to clear outages Bayview Loan Servicing Dec 2011 - Dec 2013

Business Analyst II / Auditor

• Help to resolve minor transfer issues and handle research related to the set up of loans

• Responsible for reviewing, validating and correcting key data fields on loans before and after activation

• The ability to review and analyze collateral documents

• Identify and resolve servicing transfer issues and handle research related to the collateral or vesting of customer including lien position Countrywide Home Loans Jan 2005 – Nov 2011

Team Lead/Underwriter

• Knowledge in Payoff, Per Diem, Closing, Foreclosure, Bankruptcy, Insurances, Taxes, Payment Processing, Refinances and Home Modifications

• Operation and problem-solving so that the team can meets it required level of production

• Participates effectively in discussion, presents materials clearly and confidently

• Monitoring the team's performance on the floor to make sure they stay on schedule and meets their performances.

• Budget own and others’ time regarding project allocations and billing utilization targets


• Tarrant County College Northeast Campus

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