Customer Service Quality Control
Resume:
Jason Siddall
********@*****.***
SUMMARY
Mortgage service provider with a multinational banking and financial
services, ranked as one of the largest US bank, by assets. Rated as a "top
performer" with a consistent track record for meeting or exceeding
productions goals and customer expectations. Well-organized and great time
management skills. Adept at training staff on procedures, protocols, best
independently as well as collaboratively on a team.
Core Skills
. Customer service Research Analysis
Documentation
. Compliance Policies & Procedures
Quality Assurance
. Training Data Validations
Problem Solving
. Underwriting Income Verification
Document Analysis
. Pipeline management Collections Short sales
. Open/Closed Escrow and Title
COMPUTER SKILLS
OS Software: Windows 95/98, Windows NT 4.0, Windows 2000, I-Space,
Windows XP, Microsoft Office Suite, Lotus Notes R5, Discus, Access, word,
Excel, Outlook, RUMBA, Fidelity, Mac Book, C/s Photoshop 7.0, REAL-EC,
Customer Asst., CFM, Loan Builder, CLOSR, KROLL, I-Vault, Office
Communicator, ER (Early Resolution), Encompass 360,Experience using
Leads360.
PROFESSIONAL EXPERIENCE
JPMorgan Chase, Irvine California
Consumer Loan Title Spec II Jun. 2007-Present
Review and analyze titles for each client for any liens trustee/successor
trustee. Confirmed and review for eligibility for the Streamline program.
Maintain daily title review pipeline also each individual is responsible
for achieving maximum productivity, service and quality while
supporting the sales/service culture
. Maintain system accuracy QA Audited.
. Ensure proper disclosures that are required by federal regulatory
compliance RESPA rules.
. Inspected titles accuracy for trustee/successor trustees, vesting
comments, liens on the property, HELOC loans, Subordinations and Trustee
Review approvals for closing.
. Verify Streamline eligibility, clear conditions, review and confirm tax
disbursements.
. Coordinated loan information, credit report, payoffs, flood certificates,
original mortgage note, and thoroughly review all documents before
submission.
. Audited INBOX for all mortgage bankers issues that may arise during
lending process.
. Examined/Resolve so that each file can be reviewed for approval before
Rate Lock expiration.
. Release files to the underwriting department and operations
JPMorgan Chase, Irvine California Jun.2007-Feb.2013
Underwriter II
Examined borrower
documentation to determine income and repayment ability, assess borrower
hardship, analyze housing expenses and determine proper loan
resolution. Review the recommended foreclosure prevention alternative
offered to the homeowner to ensure all investor/insurer guidelines were
followed.
. Analyze delinquency, perform escrow analysis, analyze MOD scenarios,
proposals and recommend appropriate loan workout for:
Conventional/FNMA/FHA.
. Review financial statements, credit reports and applicable rations based
of debt and LTV.
. Calculated income: 1040/SE/Stated/Awarded/Trust/Rental/Contract: QA
Audited.
. Obtain all 3rd party approvals including investor and mortgage insurance
and trust approvals.
. Maintain a monthly QA average of 95% also keep up-to-date knowledge daily
of relevant default practices effecting loan servicing decisions and
guidelines.
. Made decisions that require 3 QA approvals before finalized to
offer/decline clients if the clients did/didn't meet company and federal
guidelines.
Emc - JPMorgan Chase, Irvine California Jun.2007-Oct.2010
Collector III
My main duties consist of inbound/outbound calls and to maintain a call
list with past due loans that start with 30/60-90/120+. I assist borrows
with options of maintaining a consistent payment plan that they can afford
during there hardship.
* Day to day collections effort to cure the loans or find solutions.
* Educate the customer on the entire process of the loan mod from start to
finish.
* Setup and pre-qualify homeowners with there options based off there
finical hardship.
* Educate the homeowner of the increase in there payment through research
of pmt history.
* Maintain a positive call flow and handle any issues in a timely matter
also maintain a monthly QA average of 95% of 5 calls monitored for
monthly performance.
EMC - Bear sterns, Irvine California Jun.2007-
Oct.2009
Universal Agent/Collector I
Support payment/ payment dispute and research payment history. I also
provided any information that deals with the escrow such as
shortage/overages forced place insurance/taxes and explain the process of
the escrow account.
* Process payments through western union speed pay.
* Handle customer service escalated calls about payment disputes.
* Provide any information that deals with the escrow such as
shortage/overages forced place insurance/taxes and explain the process of
the escrow account.
* Handle day to day disputes and satisfy the customer's needs.
* Maintain a positive call flow and handle any issues in a timely matter.
INSURE - NOW. INC, Cypress, California Mar. 2005-
Jan.2007
Quality Control
Perform quality control on all file documents from insurance claims to
accident reports, update LOTUS system and customer service for customer's
claims.
* Sought insurance claims in Lotus data system
* Verify accuracy on insurance policies and claims.
* Update and manage company database in ACCESS program.
* Notify insurance companies for claims, policies and reports.
IMPAC FUNDING, Irvine, California Jun.2003-
Mar2005
Loan Processor
Assist in loan contracts and loan applications in TELE-PROMPT system. Legal
bindery set
Guide lines and enter all data in company database follow up with
customer's title.
* Observed loan contracts and loan applications TELE-Prompt system
* Service and update loan documents and transfer files in Lotus notes.
* Transported Impac files into Apco warehouse and maintain inventory on all
customers' files.
AMERICASH MORTGAGE, Brea, California Dec.2002 -Jun.2003
Jr. Loan Officer
Retained subscriptions by researching rejected sales and qualification of
home owners for home loans contact customer to re-qualify based off there
LTV and FICO scores on SCFHA family home program for low income families
also assist in customer service and credit checks.
* Received loan contracts and loan applications for SCFHA program
* Confirm clients information in regards to their credit reports, W-2
forms, Homeowners Insurance, Trust Deed and income verifications
* Provides Customer Service to clients over the phone
* Assist in training
COUNTY OF ORANGE, Santa Ana, California
Feb.2000-Nov.2002
Administrative Assistant
Managed open purchase orders, obtained new product information and worked
with vendors to provide accurate product characteristics and text. Set up
POWERPOINT presentations for representatives for out of town investors for
the County of Orange. Created and maintain ACCESS database assisted in
maintaining 94 bankruptcy files to current date in ACCESS database.
* Developed and maintained a public finance division library cataloging
system
* Created a computerized database for library to provide easy search and
retrieval of information
* Designed and developed Power Point presentations for upper management
meetings
* Assisted staff with ongoing Excel projects
EDUCATION and TRAINING
High School Diploma, Western High School, Anaheim, California
Certified Microsoft Programs: New Horizons Anaheim, California.
Mortgage Bankers Association: Advanced Income Calculation Assessment,
Analyzing Credit and Expense Calculation, Fraud Prevention and Awareness
Training, Super Streamline HARP Acquisition August 2011
Cypress College, General Studies, Business
CBS Training Certificate, Bear-stern, Irvine, California [pic]
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