Customer Service Manager

Jayme-Lyn Brite

Loan Servicing

Dallas, TX

*********@**.*** - 210-***-****

To use my diverse abilities in a position where I can gain experience and further utilize my skills.

WORK EXPERIENCE

Mortgage Quality Assurance Specialist -Auditor

Homeward Residential/Ocwen Financial - Coppell, TX - January 2013 to Present

Responsibilities

Subject matter expert for business processes and is responsible for tactical and strategic support for quality,

compliance and continuous improvement

Assist Application Developers and technical support staff in identifying and resolving problems

Assess and revise test sequence and scope based upon test results and/or changes in product design

Document test procedures and findings

Reconcile test results from different tests and different group

Review population of mortgage processes in order to assess compliance with NMS or third party lending

partner policy and procedures as well as all applicable regulatory requirements.

Performs agent qualitative reviews and process level health checks while analyzing and reinforcing key

business behaviors, decision making ability and sound judgment

Design and executive test plans on computer applications

Responsible for assisting with writing detailed test plans, test scenarios and test cases based on detailed

requirements from the legal department.

Loan Servicing Specialist III

Wells Fargo - San Antonio, TX - May 2012 to January 2013

Responsibilities

Ensures all collateral on all mortgage loans have adequate insurance coverage and are properly endorsed.

Ensures all client, banker and agent contact are responded to by deadlines and per company standards.

Ensure necessary information and complete packages are received in a timely manner, maintained, tracked,

and logged in multiple systems.

Effectively Work in a team environment in an effort to achieve team/volume goals and provide superior

customer service

Image and upload the insurance documents

Research and analyze problems according to the state statues.

Other processes performed are sending out requests to insurance agents and bankers.

Loan documentation, loan processing, loan monitoring, loan servicing or may include underwriting activities.

Ensures compliance with Wells Fargo, investor, legal, regulatory or business policies.

Accountable for ensuring quality customer service provided to internal/external customers.

Access information on multiple systems to inform borrowers of loan terms, important dates and deadlines.

Met and exceeded all weekly processing quotas.

Knowledge of Fair Debt Collection Practices Act and all company policies. Understanding of quality and

productivity requirements.

Advanced Microsoft Excel, and MERS knowledge.

Prepares Mortgage Loan Modifications and reviews loan closing documents.

Notarization of key mortgage documents.

Running military (SCRA) and bankruptcy (PACER) searches on borrowers in default.

Also assisted in training new employees

Manager in Training

EZ Money Loan Services - San Antonio, TX - April 2011 to May 2012

Responsibilities

Execute superior customer service, including a courteous, friendly and respectful store environment.

Manages the signature loan process, including underwriting, loan processing and closing the loan.

Responsible for collecting on pall past due accounts and the day to day operations of an EZ Money location.

Resolve store associate and customer issues, training new store associates and growing the stores portfolio

through marketing.

Analyze credit reports and associated documentation, qualifies and classifies loans according to Company

guidelines.

Maintain acceptable turnaround times for applications submitted for pre-approval and on funding packages.

Bring in new business by marketing and cold calling.

Accomplishments

*Exceeded all monthly goals, and grew business monthly.

Customer Care Representative

United Healthcare - San Antonio, TX - 2010 to 2011

Responsibilities

Providing benefit information to healthcare members in a call center environment.

Skills Used

Call Center, Data Entry

Store Manager

Dots LLC - San Antonio, TX - 2009 to 2010

Responsibilities

Completed all operational requirements for running a retail store. Not limited to recruiting, training and coaching

staff. Payroll, scheduling, sales and merchandising.

Store Manager

Traffic Shoes - Buford, GA - 2007 to 2009

Responsibilities

Temporarily promoted to Acting District Manager twice, responsible for 8 stores.

Bankruptcy Support Specialist

McCalla Raymer - Roswell, GA - 2006 to 2007

Responsibilities

Responsible for processing the daily functions within a bankruptcy filing regarding a borrower’s home

mortgage. Offered support to onsite lawyers and paralegals.

EDUCATION

Paralegal Studies

Brookhaven College - Dallas, TX

2013 to 2014

SKILLS

Microsoft Excel, Microsoft Outlook, Microsoft Office, Windows, 10-Key, Data Entry, Pro Law, As400, Mortgage

Software

CERTIFICATIONS

Commissioned Notary Public

March 2013 to March 2017

ID: 129345109

ADDITIONAL INFORMATION

SKILLS

Proficient in:

Windows Operating System

Microsoft Office

Data Entry and 10-Key

Customer Service Excellence

Marketing and Merchandising

Staff Training and Coaching

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