Customer Service Quality Control

Objective

To work with an organization where experience can be further developed and

expanded.

Profile

Motivated, personable business professional with excellent communication

skills both written and verbal. Talent for quickly mastering technology and

experience with windows based applications. Diplomatic and tactful with

professionals and non-professionals at all levels. Accustomed to handling

sensitive, confidential records. Demonstrated history of meeting deadlines

and quotas. Flexible and versatile - able to maintain a sense of humor

under pressure. Poised and competent with demonstrated ability to easily

transcend cultural differences. Thrive in deadline-driven environments.

Excellent team-building skills.

Skills Summary

Office & phone etiquette Computer proficient

Organization skills Customer Service

Written Correspondence Scheduling

General Office Skills Marketing

Professional Experience

Operations Processor 2 - February 2013 to Present, Wells Fargo Bank

(Vault), San Antonio, TX

As an operations processor my duities are as follows, file ordering,

reviewing and receiving incoming work, and contacting the appropriate

recources as needed. Along with entering transactions into CRT/PC,

verifying accuracy, balancing general ledger accounts, and resolving

complex customerissues using various resources and records. Job duties also

include, preparing, editing, distributing, and or correcting specialized

and or complex documents. As a operations processor, we must be able to

work under general supervision following established procedures, show the

ability to make proper judgment within the guidelines, and act as an

escalation point for complex issues or transactions, providing traing as

needed, and have the capability to learn new procedures as you go, as well

as working well with others.

Mortgage loan specialist - June 2012 to January 2013, Contractor of USAA

with Millenium, San Antonio, TX

Reviews mortgage loan applications and procures necessary supporting

documentation in accordance with established Fannie Mae requirements,

along with obtaining, reviews, and analyzes applications and credit

investigations; reviews credit and financial information for submission to

Underwriter. Gathers and analyzes financial and other information to

support structuring and approval of loans. Documents justification for

decision, recommends structure of loan request. Orders and obtains credit

reports; orders lien searches; orders appraisals and flood certifications;

advises the supervisor of problems. Prepares log-ins for loan and other

fees received, types denial letters and other correspondence; contacts

underwriting, loan committee. Maintains registers for new loans,

commitments, denials, maintains quality control on incoming files from loan

officer and brokers for completeness. Provides information for, and assists

in the preparation of, various loan reports as directed, provides quality

customer service. Ensures process meets service level agreements.

Bankrucptcy Specialist -October 2011to May 2012, Bank of America, San

Antonio, TX

Queue: Tracking steps to make sure time frames are being met per the

investor guidelines. ACD Line: Daily communication with the

Debtor/Mortgagor, Daily communication with counsel regarding the status of

debtor's loans. Suspense Report: Processing Payments by the borrower that

was made outside the department. Payment processing: Setup loans with

counsel via "intercoms" (online communication w/counsel) for legal

remedies/or to cover the Bank's Mortgage's interest. Monitor loans for

Delinquency and accuracy of account and taking appropriate steps (if

needed), to pursue legal action so that Bank of America and Town and

Counrty Homes can pursue collection activity.

Providing counsel with payment histories in the form of excel spreadsheets,

for the purpose of providing proof of a debtors indebtedness, assisted in

formatting the tracking templates for the bankruptcy department. Help with

coaching fellow co-workers and new employees in procedures and methods of

handling a variety of situations and scenarios. Meet with management and

provide suggestions on enhancing yet stream ling functions in the

bankruptcy department to enable processes to be handled within investor

guidelines efficiently.

Mortgage Loan Processor - December 2009 to July 22, 2011 OMNI Mortgage,

Texas

Obtain documentation necessary for completion of mortgage loan

applications. Verification of income and assets, ordering credit reports,

appraisals, title commitments, payoffs and surveys when needed. Maintain

client contact to include borrowers, realtors, builders and title

companies. Excellent customer service skills and meeting closing

deadlines. Clearing account conditions from underwriting and scheduling

closings. Reading DU findings and verification that all findings are met

and clear prior to submission to underwriting.

Education

National Institute of Technology, San Antonio, Texas - Pharmacy

Technician -Sept. 2005

Palo Alto College, San Antonio, Texas - Applied Science - Dec. 2009

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