Customer Service Quality Assurance

Jessica Livingston

**** ******** ****. ***. ****

Carrollton, TX. 75010

Cell 214-***-****

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

OBJECTIVE: To obtain a position in a professional environment that will challenge my leadership abilities and

utilize my strong persuasive communication skills, creative problem solving tactics and an aggressive approach

toward productivity. Through this arena, I will be able to display an efficient, focused, and dynamic approach toward

the organization's objectives.

EMPLOYMENT HISTORY: August 2013 - present

Senior Mortgage Loan Processor/Analyst

PrimeLending Ventures, LLC/ Highland Loan Source (Existing/New Construction properties)

5700 Granite Parkway Plano, TX.

40 hours per week, full time plus overtime

-Ensure the timely loan processing and packaging of all loans originated by loan officers

-Input borrower loan information into the system(s) for processing

-Verify imperative loan documents, income, assets, and credit reports

-Meet crucial deadlines, closings, realtor contact, face to face customer service

-Process Conventional, FHA/VA, and Jumbo loans

-Order appraisals, HOI, and title work

-Systems utilized: PrimePath, Impact, FEMA, Credco, Kroll Factual Data XDOC, FHA Connections

-Effective communication with loan officers, realtors, customers, underwriters, and title companies

-Junior underwriting skills, Compliance review, Analytical skills

-Documentation review and verification, effective communication (internal and external), E-signing, 1st and 2nd liens,

phone and face to face customer service, computer skills, support closing, and compliance/audit review

-Meet rules, obligations, timelines, and deadlines to comply with the company policy, contracts, investor, guidelines,

lending programs, state and federal law and regulations

-Satisfy DU requirements, data reporting

Short Sale Negotiator/Closer/Modifications, June 2009 – May 2013

JPMorgan Chase

7000 Lake Vista Drive Lewisville, TX.

40 hour per week, full time plus overtime

Supervisor: Steve Kelley 214-***-**** or 877-***-****, can be contacted

-Worked with investors

-Process short sale files prior to foreclosure sale to mitigate losses

-Team Lead

-Managed a team of nine employees

-Average pipelines 40-50 loans

-Executes closing actions to ensure a timely and effective closing process

-Review credit applications, credit bureau information, collateral valuation, tax returns, assets, income

-Followed Department of Justice guidelines

-Assist with calculations and preparation of reports for management review

-Provided high quality customer service/Equator

-Resolved customer escalations

-Negotiated short sale offers/Deed in Lieu/HAFA/Closing

-Collected RMV values of Chase properties

-Ensure short sale property offers, documentation, and specified timelines are within set guidelines

-Accurate analysis of systems data to ensure superior customer service is delivered to internal & external clients

-Identify and escalate potential risk and fraud

Loan Analyst, Team Lead 2008-2009

GMAC

Lake Vista Drive Lewisville, TX.

40 hour per week, full time

Supervisor: Eric Campbell 877-***-****, can be contacted

-Responsible for managing $147 million dollars of sub-prime Automobile Portfolio

-Developed processes and procedures for teams to expedite workflow

-Assist customers with resolving past due accounts

-Effective listening and communication skills

-Works well under stress

-Managed up to 12 employees

-Always maintain professionalism with coworkers, management, and customers

-Handled inbound phone calls, system documentation, queue management, negotiations skills, managed schedules,

timecards, employee score cards, training, team building, and development

EDUCATION:

University of Phoenix, April 2012

Bachelors of Science in Health Administration Long-Term Care

University of Phoenix, July 20, 2014

Masters of Business Administration

TRAINING:

Management and Development Training 2010-2012, Business Marketing

CERTIFICATIONS: Certified Assisted Living Administrator, C.A.L.A

Junior Achievement 2010-2012, Teenage mentor

SKILLS:

Marketing, Sales, Quality Assurance, Superb Written and Effective Communication Skills, Negotiating, Multi-

Tasking, 75-80wpm, Managerial Skills, Sr. Auditor, RESPA, GFE, TILA, Call-Center Environment, Fidelity, MSP,

Project Management, Microsoft Word, Power Point, Excel, Reporting, Lenderlive, Equator, PrimePath, Impact, Jabbar,

SameTime, SPO Tool, Fortracs, AS 400, Leadership Skills, Self-Motivated, Effective Organizer, Independent,

Professional and Motivational Speaker, Risk Management, underwriting, short sales, Sr. Loan Processor, Closer,

Negotiator, Customer Service, Modifications, Collections, Results Driven, HAFA, Problem Solving,

FNMA/FHLMC/FHA/VA Programs and Guidelines, Conventional Underwriting, REO's, FCL, Secondary Market,

Auditing, Compliance, LMS, Deed in Lieu, Federal Consumer Protection and Fair Lending Agencies, Loan

Processing, Compliance Auditing, Bankruptcy, Foreclosure, Policies, Procedures, Problem Solving Skills, Team

Environment, Team Player, Audit QA/QC Experience, Business Analyst, flexible, Self-motivating, and the ability to

work well under stress

ORGANIZATIONS:

Krimson Kourt Sorority, Inc. member since 2003, Toast Masters 2010

REFERENCES UPON REQUEST

Contact this candidate