Customer Service Quality Assurance

Emily Powers

Burleson, TX

*********@*****.*** - 817-***-****

WORK EXPERIENCE

Bankruptcy Specialist II

Ascension Capital Group - Irving, TX - October 2013 to Present

Responsibilities

Loan Servicing

Daily review of Bankruptcy loans Chapter 13 and 7

Daily contact with courts, trustees, and customer’s attorneys

Negotiations on plan treatments

Settlements on charge off accounts

Training of new hires

Repossessions

Payment arrangements

Skills Used

Verbal/Written Communication Skills, Documentation and reporting,Strong Customer Service,Customer/Client

Relations, and Team Oriented

Mortgage Officer/Quality Analyst III

J.P Morgan Chase - Lewisville, TX

Responsibilities

Quality reviews on specific line of business outlined by the Department of Justice

Provided detailed and specific test results to senior level executives

Coordinate, prepare and complete test plans

Built and maintained strong productive relationships across the organization

Obtained all required signoffs on end test results

Collaborated with teams across the organization to achieve operational readiness and results

Skills Used

Verbal/Written Communication Skills, Documentation and reporting, Strong Customer Service, Customer/

Client Relations, and Team Oriented

Quality Assurance/Quality Control Operations Supervisor II

J.P Morgan Chase - Arlington, TX

Responsibilities

Assisted in management of 138 off shore employees

Managed staff of 53 on shore employees

Created and maintained check points/checklists for Quality Analysis

MHAC Audit Requirements

Developed procedures, job aides, process flows, and reporting both internal and external

Met with senior level executives to discuss initiatives and/or process improvements

Reviewed and prepare operational performances via charts, graphs, tables, and spreadsheets

Collaborated with companywide staffing levels to identify existing audit findings

Provided quarterly and yearly performance reviews to employees

Skills Used

Verbal/Written Communication Skills, Documentation and reporting, Strong Customer Service, Customer/

Client Relations, and Team Oriented

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