Mortgage Supervisor, Operations Supervisor, Analyst
Resume:
Guillermo Munoz
Arlington, TX ****1
**************@*****.***
Summary of Qualifications
Over 6 years of Management Experience
Over 13 years experienced in Business Operations
Experienced in maintaining professional relationships with clients
Dedicated to professionalism; highly motivated towards goal achievement
Proficient in MS Office – Capable of creating databases, spreadsheets, presentations, and forms
Professional Experience
Risk Sr Analyst Chase Bank Dallas, TX 2014– 2015
Build and monitor a complete gap analysis of all Firmwide and CCB policies.
General maintenance and clean-up of risk policies within Chase line of business.
Maintain policy reference data in spreadsheets, and data analysis to support operational/procedural objectives.
Maintain spreadsheets for projects, and track project progress.
Completed numerous projects that helped streamline processes and output better production.
Provided data analysis on data that was gathered from procedures, and excel documents.
Function well with deadline oriented project demands and manage multiple initiatives.
Contribute to cross-functional teams to improve processes.
Document procedures within the Risk Governance Team.
Loss Mitigation Foreclosure Supervisor III Chase Bank Lewisville, TX 2010 – 2014
Managed 20 Loss Mitigation Representatives whose primary job function is to collect necessary documents and sales contracts to start the Short Sale/DIL process.
Responsible for monitoring QA calls, audit reviews, and providing coaching and feedback to agents.
Implemented processes to ensure the department meets monthly goals.
Handled exception reporting for monthly incentive.
Monitored queue and call volume in Avaya CMS, monitored breaks, lunches, time off in eWFM for all teams.
Additional responsibilities included managing an Operational team to audit documents, complete ordering of appraisals, and daily reporting.
Created spreadsheets for HAFA, appraisals, daily workload using Vlookups, pivot tables and analysis.
Worked various loans to include bankruptcies, litigation, etc.
Create scorecards, dashboards, and other reports measuring data quality and completeness.
Created Access databases for tracking purposes.
Very knowledgeable in using Equator, MSP, Lender Live.
Successfully managed 3 different teams in 3 different investors (Private/Bank Owned, Freddie Mac, FHA, VA, USDA, and Fannie Mae)
Top team manager for 9 consecutive months in 3 different investors
Active member of List Assist Communication Team. Responsible for researching departmental process changes and communicating changes to upper management and staff.
Agency Operations Manager Washington Mutual /Chase Bank Arlington, TX 2007 – 2009
Managed up to 10 employees responsible for the overall production and maintaining of outsourced accounts with Collection Agencies.
Ensured the daily outsourcing of accounts were placed accurately daily.
Validated the 20,000+ credit card accounts were outsourced/recalled to/from the correct agencies.
Perform data audits. Identify and develop new types of data audits as needed for various agencies.
Coached and developed representatives towards personal and professional development; consisting of correctives/disciplinary actions and performance action plans
Prepared and presented semi-annual and annual reviews along with budgeted incentives and annual increases
Created audit procedures to ensure accounts were accurately outsourced and daily deadlines were met
Created and maintained metrics to provide the most accurate representation of the production performance
Successfully assisted in the transitioning of the Operations Unit from Washington Mutual to Chase Bank.
Agency Management Associate Washington Mutual Arlington, TX 2006 – 2007
Outsourced delinquent accounts to Collection agencies with precise accuracy and met all deadlines
Responsible for placing and recalling 20,000+ credit card accounts in collections from agencies daily.
Creating reports for upper management detailing the accounts placed and dollar amount as well as inventory reports for agencies to ensure the number of accounts and dollar amount matches to exactly to what was place and what they have in their inventory.
Assisted agencies with escalated issues and resolving any issues pertaining to the accounts.
Audited various reports; carefully reviewed them for accuracy
Obtained data by creating queries and macros in MS Access on a daily basis.
Provided client services for the Collection Agencies
Back Office/Collections Associate Washington Mutual Arlington, TX 2003 – 2006
Handled multiple accounts daily and the ability to meet quotas per hour.
Responsible for multiple projects and the writing of Specialty Collections procedures utilized in Helpnet.
Used detailed procedures in order to minimize mistakes.
Audited co-workers accounts to ensure proper procedures used in order to issue commissions or incentives.
Developed reports and spreadsheets to track accounts for daily processing.
Viewed as the subject matter expert by my peers and higher levels of management.
Customer Sales and Service Representative Providian Financial El Paso, TX 2001 – 2003
Answered inbound calls and provided quality customer service.
Able to up sell membership products to customers
Generated and increased sales for the company by selling membership products.
Exceeded sales quota on a daily and monthly basis.
Able to communicate well with other employees and upper management.
Helped coach and motivate employees to increase sales and quality of calls.
Education
J.M. Hanks High El Paso, TX High School Diploma
University of Texas at El Paso El Paso, TX Bachelor Degree in Computer Information Systems
References
Curtis Parker Chase – Assistant Vice President 972-***-****
Michael Anderson Chase – Business Analyst 972-***-****
Paulette Trigg Chase – Operations Unit Manager 972-***-****
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