Customer Service Process Improvement

Sanjay Kafle

Investor Accounting Analyst- Nationstar Mortgage

Fort Worth, TX

***********@*****.*** - 832-***-****

WORK EXPERIENCE

Investor Accounting Analyst

Nationstar Mortgage - Lewisville, TX - September 2012 to Present

Reconciles financial discrepancies by collecting and analyzing account information.

- Account Reconciliation

- Internal and external wire management

- Recommends financial actions by analyzing accounting options and variations.

- Documents financial transactions by entering account information

- Prepares payments by verifying documentation, and requesting disbursements

- Contributes to team effort by accomplishing related results as needed

- Assemble spreadsheets and draw charts and graphs used to illustrate technical reports, using computer.

- Corporate Advance/ Corporate expense on zero unpaid balance (UPB) project.

- Closely work with cash management and investor accounting, and treasury to reconcile outages.

- Supervise cost center wires, positive pay, and LD transfers to maintain by-source report daily.

- Work with Repurchase and research G/L to identify outages > 180 days on sold and repurchase loans to/

from various investor including FNMA, Freddie Mac, GNMA.

Loan Administration Analyst

Nationstar Mortgage - Lewisville, TX - January 2011 to September 2012

Review daily check disbursement lists, reports, and maintain departmental invoices as well as payment on

rush requests.

• Quality Control audit of all the processes within invoice management.

• Ensure payments are properly credited or applied back to customer accounts and in financial institution

records or returns payments if foreclosure, bankruptcy has been initiated or payments are unacceptable.

• Provide assistance and training to junior staff members, MIT's when necessary.

• Analyzing process improvement, conducting departmental meetings, monthly activities as a part of the team

building activities.

• Served on a departmental social committee to eliminate process gap between coworkers and find solutions

by coordinating with upper management.

• Submitted several process improvement ideas to come up with next level of invoice processing improvements

and several were implemented.

• Coordinate with upper management to expedite rush invoice or wire request where problem solving role is

vital.

• Extensive level of disbursement research, payment, research, and invoicing research but not limited.

• Daily bank Reconcilation, review daily batches that overall department processes and reconcile each

individual batches with credit received from the bank.

• By Source reporting, EOD reporting, EOM reporting.

• Train departmental employees on how to offset overposted, and or underposted batches.

• Reconcile extensive corporate advance, corporate expenses and cost center batches.

Operations Analyst

Bank of America, Dallas - May 2008 to January 2011

Identify gaps in our process flow by working with different production associates of RPS to determine what

steps need to be taken to streamline the process more efficiently.

• Processes transactions in one or more of the company's internal operations to support internal and external,

mortgage as well as credit card customers.

• LA Salle client Subject matter expert and good resources for peers.

• Various and complex item processing functions as necessary, under general supervision of managers.

• Basic level reporting, reviewing and processing transactions, sorting using electronic or mechanical

equipment, reconciling, statement rendering, MICR/image, float, lock box, remittance, and performing other

support operations functions as required.

• Mail sorting, Check research, Check misposting correction, Countrywide Expert payment System operation,

Interdepartmental Bankruptcy, Escrow, Customer service correspondence, Principal payment processing,

Escrow Payment processing, Federal payment Deposit, Payoff Federal deposits. Operator rejects research,

Keying, problem solving techniques.

Contractor

Bank of America - Fort Worth, TX - February 2008 to May 2008

Payment Processing, Opex 150 operation, ITran operation, Opex 50/60/70 operation, mail sorting, Check

research, Check misposting correction, Countrywide Expert payment System operation.

• Interdepartmental Bankruptcy, Escrow, Customer service correspondence, Principal payment processing,

Escrow Payment processing.

• Federal payment Deposit, Payoff Federal deposits. Operator rejects research, Keying, problem solving

techniques. BAC-RPS, Process improvement committee, LaSalle Client checks preparation and processing

unit.

Tax Preparer

Jackson Hewitt Tax Services - Irving, TX - January 2008 to April 2008

• Prepared individual and self employment tax returns and filed with IRS, to prepare and file Money Now Loan

with HSBC Bank, Research, implement, and advice new tax codes, rules, regulations and laws, Consultations

with clients regarding their property taxes, unemployment, 401K, Mortgage Interest and so on. To prepared

and filed taxpayers ITIN.

• Reviewed financial records, such as prior tax return forms, income statements, and documentation of

expenditures to determine forms needed to prepare return.

• Interviewed client to obtain additional information on taxable income and deductible expenses and

allowances.

• Consulted tax law handbooks or bulletins to determined procedure for preparation of typical returns.

Tax Preparer

Jackson Hewitt Tax Service - Birmingham, AL - December 2006 to April 2007

• Prepared individual and self employment tax returns and filed with IRS, to prepare and file Money Now Loan

with HSBC Bank, Research, implement, and advice new tax codes, rules, regulations and laws, Consultations

with clients regarding their property taxes, unemployment, 401K, Mortgage Interest and so on. To prepared

and filed taxpayers ITIN.

• Reviewed financial records, such as prior tax return forms, income statements, and documentation of

expenditures to determine forms needed to prepare return.

• Interviewed client to obtain additional information on taxable income and deductible expenses and

allowances.

• Consulted tax law handbooks or bulletins to determined procedure for preparation of typical returns.

EDUCATION

MBA in Finance

Texas A&M University-Commerce

August 2013

BBA in Economics

University of Texas at Arlington - Arlington, TX

December 2010

BBA in Finance

University of Texas at Arlington - Arlington, TX

August 2010

SKILLS

Financial Modeling, Investment Strategies, Statistical/ Quantitative Analysis, Regression Analysis, Corporate

Finance, Corporate Treasury, Forecasting, Operation Management, Econometrics, Wire Management,

Invoicing, Financial Analysis, Risk Mitigation, Quality control, Bank Reconciliation, Acquisition Repurchase

Reconciliation, Investor Accounting. US GAAP, Six Sigma- Total Quality Management from Brookhaven

college 5/10 (2.4 CEU’s).

LINKS

http://www.linkedin.com/pub/sanjay-kafle/17/670/1b8/

ADDITIONAL INFORMATION

6 years of experience in Operation and Cash Management/ Treasury environment, NVISION Image audit

Project, Remittance processing and research, Software testing,

* Proficient in Microsoft Outlook, Word, Excel, Access, PowerPoint, Lotus Notes, Mortgage, Internet

Applications and experience with AS 400, LSAMS, WASAU, Imaging solutions, LPS, basic SQL queries, SAP

FI/CO.

* Strong organizational, presentation and follow up skills and attention to detail, ability to multi-task,

good interpersonal skills, Process improvement and project implementation at Bank of America, Account

reconciliation.

Contact this candidate