Support Manager

Tracy L. Jackson

***** ***** **** #****

Dallas, TX 75287

Email address: *********@*****.***

Phone: 616-***-****

Grand Rapids Community College, Grand Rapids, Michigan - Continually

working toward Criminal Justice/ Psychology Major.

Associate of Applied Science (A.A.S)-Legal Studies

Davenport University, Grand Rapids, Michigan August 2000 - Certificate

Received.

EXPERIENCE:

Wingspan Portfolio Advisory- Dallas, TX

2MP A90/A91 Process Support (November 2013-April 2014)

The Second Lien Modification Program (2MP) Process Support (PS) performs

the processing and denial of mortgage loan files including: the

verification of loan documents (including income), credit appraisal and

title insurance. Processors will maintain strict compliance with RESPA,

Section 32, HMDA. Processors provide support to underwriting, mortgage

professionals and customers to clear stipulations needed for mortgage loan

files to ensure a quick turnaround time.

Wingspan Portfolio Advisory- Dallas, TX

Process Support Specialist (March 2013-October 2013)

Reviewing 2nd Lien loans to insure all financial documentation is entered

correctly and communicated to the Customer Relationship Manager if the

customer request a loan modification and is deemed eligible for review.

Wingspan Portfolio Advisory- Dallas, TX

Inline Specialist (December 2012-February 2013)

Receiving correspond from customers regarding the mortgage loan, including

modifications, foreclosure, payment issues, and escrow. Researching

customers request, concerns, or treatment and responding per written free

form correspondence. Having experience and being knowledgeable of Federal

Deposit Insurance Corporation (FDIC) guidelines, rules and regulations.

Identify and trouble shoot for possible errors in outgoing letters. Perform

root cause analysis in order to discover the source of errors. Bring to the

attention of management any practices or processes that adversely affect

quality. Having the ability to handle multiple tasks, prioritize projects

while meeting deadlines in both an independently and team environment.

Making sure that Department of Justice guidelines are met and followed in a

timely manner while meeting out Quality goal.

Wingspan Portfolio Advisory- Dallas, TX

Default Servicing Complaint Resolution Advocate (April 2011- December 2012)

Response to escalated borrower complaints through written response

Resolve borrower complaints by determining the cause of the issue,

selecting and explaining the best resolution to solve the problem,

expediting the correction or adjustment and following up to ensure

resolution. Document all conversation into Wingspan's system of record as

well as successfully navigating the servicing system, Research borrower

accounts utilizing various customer systems.

Grand Rapids Urban League - Grand Rapids, Michigan

Director of Operations-Child and Adult Care Food Program (Sept 2004 - April

2010)

Develop, implement, and oversee the daily operational functions. Planning,

developing, executing, monitoring and managing the administrative functions

of CACFP programs, policies, regulations, procedures, and special

projects/assignments. Interacting with State, Federal officials, customers,

and supporters.

Executive Assistant to President/CEO (Oct 2000 - Aug 2004)

Ensure support processes are followed. Coordinate with other support teams

and promote consistency. Assist in prioritization of tasks. Foster strong

relationships within business areas. Allocate resources to prioritize

activities and tasks.

Claims Representative (Mar 1996 - Sept 2000)

Received monthly menus and support documents; Verified active status of

participating providers; Verified enrollment status of children; Input

totals for check processing; Distributed checks to over 600 providers;

Traveled to daycare homes to assess progress; Proofed and tallied monthly

reports; Input CE forms.

REFERENCES UPON REQUEST

Contact this candidate