Customer Service Human Resources

SUMMARY OF QUALIFICATIONS

. Over ten years of experience in Finance, Human Resources and Banking

industries.

. Proven ability to increase sales and revenue.

. Proficient project leader who aligns financial initiatives with

organizational goals.

. Experience in analyzing processes and data and making recommendations for

improvement.

. Excellent client relation and communication skills.

PROFESSIONAL EXPERIENCE

Loan Servicing Specialist 3, Wells Fargo Bank, San Leandro, CA

08/13-Present

. Research data using CPI, Aspen, LIV, COSS and other systems; validate

executable documents; create training packets and sessions to help

improve the department's process.

. Assists with submission of invoices; inquiries for violations,

affidavits, deeds and legal documents for REO properties.

. Acts as a liaison between attorneys, agents, and title companies.

. Responds to written and phone inquiries from eviction attorneys, title

companies, Real Estate agents, and internal personnel regarding REO

properties.

. Assists in creating reports and developing complex spreadsheets to help

establish an efficient process with tracking department needs, sales

comparison and trending, property management, and error rates which

created a better process for monitoring properties with pending issues

and a more centralized, simplified report for tracking important data for

the department.

. Responsible for ensuring property is preserved and maintained by

reviewing manual and automated property preservation tasks.

Correspondent Purchasing Coordinator, CMG Financial, San Ramon, CA

05/12- 08/13

. Responsible for building strong relationships with lenders and customers.

. Maintained constant lender contact on status of conditions, file movement

and turn times: submission, conditions, docs, and funding.

. Coordinated weekly meetings with lenders to review pipeline and any other

customer needs

. Managed pipeline of 300 deals at a time and closed 150-200 deals per

month.

. Strong knowledge of underwriting and compliance knowledge.

. Retained data entry in Data Trac to properly track the forward movement

of the file.

HR Analyst (Contractor), Kaiser Permanente, Alameda, CA

05/11-05/12

. Retrieved employee data utilizing and obtaining information requested by

employees using a windows-based human resources system.

. On boarded and trained new hire changes, employee requests for

information and changes by processing moderate to complex human resources

transactions.

. Confidently accessed information for employee salary, new hires,

terminations and personal status changes according to established

policies and procedures, collective bargaining agreements and laws.

. Resolved ongoing, moderate to complex HR related issues and tracks

employee data utilizing human resources information systems and call

center systems including on-line mainframes information.

Life Settlement Case Manager, Golden Gateway Financial, Oakland, CA

06/09-07/10

. Evaluated consumer scenarios to determine candidacy for life settlement

by using financial tools including industry specific formulas,

calculations and/or underwriting guidelines.

. Proactively and systematically maintained contact with clients and

prospects.

. Met with clients' in-person as required with utmost discretion and

respect to consumer privacy.

. Followed-up with leads developed from referrals and marketing campaigns

based on call lists, correspondence or advertisements and seminars.

Reverse Mortgage Loan Processor, Golden Gateway Financial, Oakland, CA

06/09-07/10

. Prepared and audited reverse mortgage loan documents on FHA loan program.

. Processed various government loan applications: ordering third party

services, communicating with title, escrow, credit review appraisals and

insurance service providers.

. Interfaced with internal loan officers and wholesale lender contacts of

seven lenders.

. Gathered supporting documentation to ensure expedited closing and funding

of loans.

. Assisted in post closing documentation and record retention duties.

. Analyzed and evaluated market trends and property listings to make

appropriate decision.

. Strong knowledge of customer experience as it relates to the management

of fraud.

Telephone Consumer Loan Representative, Patelco Credit Union, San

Francisco, CA 02/08-06/09

. Answered inbound calls, process consumer loan requests, fund loans and

made credit recommendations based on member's qualifications.

. Processed Visa and MasterCard disputes, initiated claims, conducted

consumer fraud investigations.

. Knowledge of card association regulations and guidelines - particularly

related to fraud.

. Understanding of operational processes impacting fraud (from sales to

recoveries).

. Solid knowledge of all product line(s) including Credit Cards, ACH, and

Prepaid.

. Strong chargebacks knowledge.

Product Support Specialist, Activant, Livermore, CA

07/06 -

02/08

. Responsible for providing helpdesk application support for Company's

enterprise software solutions.

. Responded to questions and issues originating from web support or primary

tech support line.

. Documented calls, published knowledge-based solutions, and communicated

resolutions to the customers.

Loan Processor, Irwin Home Equity, San Ramon, CA

01/05 - 06/06

. Assisted in the loan origination process of residential loans, ensuring

compliance to appropriate company and secondary market investor

standards.

. Provided clerical/administrative support to the underwriting job family.

. Reviewed loan documentation and review appraisals for completeness and

accuracy.

. Distributed and tracks files referred to underwriters for review.

. Contacted internal or external customers to procure additional

information required to complete files.

Home Equity Line Of Credit Coordinator, E-Loan, Inc., Dublin, CA

11/02 - 12/04

. Coordinated and performed lending tasks and communication between

customers and loan underwriters.

. Performed regular quality audits to ensure accuracy on all loan documents

and review appraisals.

. Strong working knowledge of all applicable State and County rules,

regulations and guidelines.

Loan Processor, Customer Service, E-Loan, Inc., Dublin, CA

11/02 - 12/04

. Processed and funded mortgage loans, home equity loans and car loans.

. Strong knowledge of customer experience as it relates to the management

of fraud.

. Summarize key findings, and recommend anti-fraud processes and system

enhancements.

Sr. Operations Specialist, Customer Service, NextCard, Inc., Livermore,

CA 01/00 - 10/02

. Provided support and guidance to new products and services from a fraud

perspective.

. Summarize key findings, and recommend anti-fraud processes and system

enhancements.

. Identify trends, patterns, procedural and strategic opportunities that

will improve fraud prevention, detection results, and customer

satisfaction.

ADDITIONAL SKILLS

Microsoft Office Suite FDR Core System

eGain Summit Core System

Credit Bureau Reports

EDUCATION

Diablo Valley College, Concord, CA 1991-1993

Skyline High School, Oakland, CA

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