Customer Service

Lemoyne Smith

469-***-**** (c) * 972-***-**** (h)

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

Summary of Qualifications

• Financial service professional with strong framework in the mortgage industry

• Handle customer account inquiries accurately to ensure customer satisfaction and dynamic client

relationship building

• Highly positive, flexible individual recognized for creative problem solving and critical thinking

• Strategic investigative skills with proven ability to meet challenging goals and service level agreements

ahead of schedule

• Self motivated to work independently or team environment while maximizing productivity standards

• Experienced in loan servicing, default and modification portals including: Fannie Mae, Freddie Mac,

FHA, VA, USDA and securitized Bank owned loans

• Knowledge of foreclosure options such as: Reinstatement, Making Home Affordable, Home Affordable

Modification Program, Home Affordable Refinance Program, Forbearance, Unemployment Forbearance,

Partial Claims, Short Sales, Deed In Lieu, Cash For Keys, Repayment Plan and Home Affordable

Foreclosure Alternative

Technical Skills

Mortgage Software: Mortgage Service Package (MSP), Lender Processing Services (LPS), Encompass, Info

Source, Lender Live, Executive Resolution (ER), Customer Care Workbench (CCW),

Agent Desktop (AD), Desktop Originator (DO), Desktop Underwriter (DU), Automated

Underwriting Systems (AUS) and Loan Prospector (LP)

PC Software: Microsoft Windows XP, Microsoft Office: Word, Excel, Access, and Power Point

Experience

Top Tax Defenders, Houston, TX Sept. 2012 to present

Sr. Tax Analyst

• Effectively work with a wide range of tax resolution services ranging from removal of tax liens and levies

to “Offers In Compromises” to getting multiple years of unpaid taxes filed according to the Internal

Revenue Service guidelines and regulatory laws

• Work effectively according to Internal Revenue Service statues to get unpaid and non filed taxes into

compliance and renegotiate new terms based on current federal guidelines to avoid further hardship and

penalties against clients

• Provide tax consultation to ensure clients have a working knowledge of compliance laws and regulations

to avoid future pitfalls of non-filing and potential litigation from the Internal Revenue Service as a result

JPMorgan Chase, Arlington, TX Jun. 2012 to Sept. 2012

Escalation Specialist

• Process, execute, monitor and resolve customer complaints from internal lines of business to solidify a

positive customer experience

• Monitor centralized database of complaints from the Executive Office (EO) while addressing customer

concerns regarding Loan Modification review process and decision outcomes, resulting in resolution of

customer grievances and avoidance of further or potential litigation and delinquencies

• Analyze daily a queue of 20-30 open customer complaints requiring immediate attention and provide

timely resolution as outlined by the Office of the Comptroller of Currency (OCC)

• Recognized by management for maintaining accuracy on all case tracking and case closing audits as

well as Quality Assurance scoring done by internal business partners

JPMorgan Chase, Arlington, TX

Customer Assistance Specialist Oct. 2011 to Jun. 2012

• Manage daily a portfolio of 200-300 customers during eligibility process for retention or liquidation options

to avoid foreclosure

• Serve as the liaison between the customer and the bank while managing relationships with internal

departments and business partners to deliver resolution after underwriting submittal and set borrow

expectations to avoid foreclosure and further delinquencies

• Collect and analyze borrowers’ critical financial and loan modification documents to determine financial

hardship eligibility and if borrower is eligible for hardship programs, retention options or liquidation

• Verify documents were received while keeping customer or authorized third party informed every 3-7 days

as outlined by the OCC

• Complete underwriting tasks such as reviewing files for errors, calculating debt to income ratios, and

auditing files according to treasury guidelines to conclude a submission for home loan modifications or

other retention/liquidation options

• Recognized by management for high productivity, performance and accuracy while achieving perfect

scores on monthly Customer Satisfaction surveys

JPMorgan Chase, Arlington, TX

Loss Mitigation Specialist III Oct. 2009 to Oct. 2011

• Obtain and review sensitive financial and personal information based on current and past customer

hardships while accessing need for workout program and established alternative options to avoid

foreclosure

• Review and evaluate supporting documents to determine borrowers’ capacity and credit for meeting

lender, investor, and government requirements

• Input borrower financial information into Early Resolution database to determine foreclosure options and

stabilize the risk of loss to the investor

Dallas Home Loans, Plano, TX Jan. 2008 to Sept. 2009

Loan Consultant

• Originate mortgage loans through outbound, inbound, and Internet lead channels

• Sold loan products and educate clients on underwriting guidelines to minimize objections and maximize

customer satisfaction

• Manage loans in pipeline to ensure maximum closing and pull through ratios were met based on monthly

production standards

• Develop client relationships to build future referral opportunities

• Demonstrate a vast knowledge of risk based pricing scenarios to maximize company marketing and

profitability

• Made outbound collection calls on default loans to secure payment and educate clients on potential

market risk factors and lending regulation

Centex Home Equity, LLC, Lewisville, TX May 2005 to Dec. 2007

Loan Officer

• Process loan applications from various lead sources and provide options to meet client needs

• Evaluate loan applications and documentation by confirming credit worthiness

• Accomplish bank mission by completing related results as needed

• Consistently exceed company sales goals and best practices

• Selected by my peers and management as the go to person to diffuse and resolve escalated issues

Education

Bachelor of Science

Southeast Missouri State University, Cape Girardeau, MO

Graduated May 1994

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