Customer Service High School

JoAnn Zarsang

*** **** ***** *****

Adkins, Texas 78101

210-***-****

*********@***.***

SUMMARY

. Over 30 years of working in customer service environment

. 15+ years of mortgage / bank experience, including production and loan

servicing

. Managed annual escrow analysis several times

. Instrumental in managing commercial real estate though loan servicing

. Travelled extensively auditing mortgage for purchases

. Strong attributes in willingness to learn and strong work ethic

EDUCATION

Covington High School 06/1971

. High School Diploma

SKILLS

. Microsoft Word, Excel, Outlook

. LPS

. Mortgage Document Knowledge

EXPERIENCE

Bank of America 09/2011 - 06/2013

Operations Specialist, Level III (Contract)

. Assisted with the review of potentially eligible loans for Bankruptcy

Motion for Relief

. Focused on the review of loans that may be eligible for a Motion for

Relief action and determining if the appropriate and required

documents were available in the imaging system

. Resolved issues pertaining to documents that were missing or flawed

. Strong experience in identifying and reviewing mortgage documents and

determining if gaps in chain of title or missing assignments were

present.

. Launched the processes in LPS Desktop to cure any document issues

. Crossed trained to execute the MFR Review process

Well Fargo Home Mortgage 05/2010 -

06/2011

Loan Document Specialist II

. Daily production reports

. Managed incoming loans and changes

. Assisted underwriters whenever needed

. Identified and cleaned up two major reports

. Responsible for federal compliance

. Received two customer service awards for identifying family needs

N A Hurry 10/2006 - 11/2008

Owner / President

. Hired and trained staff

. Inventory control, budgeting, and purchasing of all stock

. Maintained a good rapport with all customers

. Increased gross annual income

. Added/upgraded machinery and equipment as needed

. Improved customer relationship

. Daily, weekly and monthly cash and cash register reconciliation

San Antonio Auto Auction 05/2004 -

02/2006

Driver

. Moved vehicles to auction

. Periodically oversaw the assignment and movement of vehicles from one

place to another

Days Inn 01/1997 - 04/2004

Assistant Manager

. Supervised maintenance, housekeeping, reservations and front desk

. Trained and staffed for all departments

. Handled any guest complaints

. Inventory control and ordering all rooms inventory such as linens,

towels, pillows, etc.

PHH Mortgage 01/1995 -

12/1995

Loan Specialist

. Processed mortgage loans

. Reviewed title work, insurance and closing conditions

. Promoted from processor to loan review

Banc One 08/1989 - 12/1991

Mortgage Officer

. Managed and closed all non-conforming residential construction loans

. Determined minimum/maximum bids on residential loans being auctioned

by other banks

. Oversaw the transfer of purchased loans to the mortgage company

. Liaison between the mortgage company and bank

. First non-front line employee in the entire company to receive the

annual We Care Plaque

. This plaque was also the first one received in Texas, including front

line employees

Bank One Mortgage Company 08/1987 -

08/1989

Commercial Loan Servicer

. Managed a variety of commercial loans including malls, business

offices, apartment complexes, etc

. Did all servicing related to these loans, including escrow payments,

FHA monitoring, default situations, annual income review and

inspections

. Realized several loans were not providing loan servicing fees and

brought this to the attention of the mortgage holder and management

. Retrieved over $30,000 in back payments, as well as untold amounts on

future payments

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