Customer Service / Mortgage / IRA
Resume:
TRACY GOULD
Plainfield, IL 60586
Home Ph: 815-***-****, Cell Ph: 708-***-****
acn7ay@r.postjobfree.com
Career Objective:
To secure a position which will challenge me and give me the opportunity to grow and
advance within your company. I believe that each day provides the opportunity to learn
and experience something new, which allows for growth professionally and personally.
Education:
Morton East High School, Cicero, Illinois
Graduated: June, 1990
Work Experience:
Millennium Trust Company
August 2008 – Present
Account Administrator / Transfers Department
August 2008 – Present
* Responsible for reviewing and processing all incoming IRA to IRA Account transfer
forms, Qualified Plan Direct Rollover forms and 60-Day Rollover forms for new, existing
and Investment Advisor clients within established service levels
* Follow up on transfer forms submitted to current custodians to determine status of
transfer and facilitate asset delivery
* Responsible for all 60-Day Rollovers. Make sure all required paperwork is received to
process the 60-Day Rollover and request any missing paperwork through Sales Force for
Institutional clients or directly from retail clients via phone, email or fax
* Responsible for reviewing and recording of asset valuation updates, which includes the
analysis of sponsor statements to reconcile statement activity to the Trust Accounting
System and to identify and resolve unusual activity
* Work closely with clients, custodians, fund sponsors and internal departments via
email, phone or fax to resolve any pending issues in a timely manner
* Work Closely with Sales Department on new relationships to ensure a smooth transfer
process
* Perform duties with the understanding that the timely funding of client accounts is
critical to service level commitments throughout the company
Household Finance Corporation / HSBC
September 1993 - April 2008
HSBC, Wood Dale, Illinois
Business Solutions, Dispute Specialist / Customer Service Specialist
September 2007 - April 2008
* Consistently exceeds department goals set for quality and production and is recognized
as a monthly top performer on a regular basis
* Handle customer service and credit inquiries on consumer and business accounts via
inbound and outbound customer service calls
* Responsible for working with customers and merchants to find an appropriate
resolution while maintaining contractual time frames
* Experienced in all areas of disputes with a concentration in research and charge backs
* Assigned to the largest merchant portfolios, Office Max and Best Buy
* Process routine account maintenance adjustments including monetary and non-
monetary transactions and perform account reconciliations
* Interact with customers, clients and other Retail Service departments to resolve
customer and merchant inquiries
HSBC, Wood Dale, Illinois
Direct Lending, RESPA Processor
July 2006 – September 2007
* Run offline system, create files for RESPA documents and distribute work accordingly
among unit
* Compile and sort all state specific required documents for every new loan application
* Create and maintain loan files for all active loan application with-in 24 hours for
Underwriting Department
* Order title reports and appraisals
* Send required documents to applicant to adhere to Real Estate Settlement Procedures
Act
* Responsible for the initiation of operations loan process after initial sales contact
* Ensure all state specific guideline and HSBC policies are met for re-disclosures
* Maintain and monitor logs for daily records in regards to applications taken
* Complete loan related information of RESPA documents and quality review of all
related documents
* Adhere to Direct Lending policies and procedures including ECOA requirements
* Performs other duties as assigned
Household Finance Corporation, Elmhurst, Illinois
Underwriter
July 2001 – July 2006
* Perform all required underwriting procedures for Real Estate loans which include
reviewing loan applications, gathering and documenting credit and income information
while determining credit worthiness
* Review loan to value ratios, debt ratios, credit scores and property values
* Keep current of changes in underwriting guidelines and verify that loans conform with
state and federal laws and regulations
* Review titles and appraisals
* Instruct branch offices on loan closings
Foreclosure / Collections / Accounts Payable
May 1999 – July 2001
* Call customers via automatic dialer system or off dialer to negotiate payment
arrangements on past due accounts
* Initiate correct action which may include short sales and deeds in lieu of foreclosure
* Responsible for paying all invoices from HFC and Beneficial attorneys and vendors in
a timely manner and performing account reconciliations
* Call county tax assessors to verify past due taxes and call to request first mortgage
payoffs
* Notary Public
Legal Department / Accounts Payable
April 1997 – May 1999
* Responsible for paying all invoices from HFC and Beneficial attorneys and vendors in
a timely manner and performing account reconciliations
* Send 101 legal packages to HFC and Beneficial attorneys
* Daily phone work with attorneys, faxing, sorting and distributing incoming mail
Document Certification
March 1996 – April 1997
* Insure that all loan documents including RESPA’s are compliant with HFC, Federal
and State laws
Records Processing Services
September 1993 – March 1996
* Prepare proper documents for mortgage release and send documents to county for
recording
* Prepare and return proper paid documents to customers when their loan has been
satisfied
* Daily phone work with customers, third parties and county tax assessors
* Retrieve and file documents in customer’s files
Completed the At Home Professions Medical Billing Specialist course and received a
certificate of completion
Classes I’ve attended include Increasing Personal Effectiveness, Effective Listening
Skills, Managing Personal Growth, Time Management, Customer Service Fundamentals,
Signature Services, Six Sigma 101, Everyday Diversity, Positive Workplace
Environment, Underwriting Fundamentals, Underwriting Loans, Credit Bureau 101,
Understanding the Consumer Protection Plan, Getting it Right Every time: The
Compliance Workshop, Delivering Excellence Everyday – Vision and Values Workshop.
I also completed the anti-money laundering web based training course.
Skills:
Working knowledge of Trust Accounting System, IRAs and Alternative Assets
Proficient in all Microsoft Office Suites, Lotus Notes, 10 key, CII, Vision, Tracker,
Image System, REO, COACH, Champs, Whirl, InnoVest and Metavante
Excellent customer service, communication, time management and multi-tasking skills
Extremely organized and have superior follow-through with assigned tasks
References: Available upon request
Contact this candidate