Customer Service Representative

Wynonia Jackson

**** ***** ****, **** *****, TX *6140

817-***-**** **************@*****.***

Job Objective: To obtain a contract or permanent position within a Compliance department of a financial institution and assist in its development.

Summary of Qualifications:

Dynamic and highly qualified AML Analyst with extensive knowledge of accounting principles, taxation policies, government regulations, and income tax procedures. In-depth understanding of anti-money laundering procedures and laws. Self-motivated and highly organized with an exceptional work ethic.

Work Experience:

Carlisle & Gallagher Consulting Group 9/2015 to present

Senior AML Compliance Analyst

• Performed AML Investigations utilizing Norkom application and various peripheral supporting applications, i.e., search engines, proprietary database services (Lexis Nexis, World Check, Accurint)

• Performed quality assurance of transaction monitoring to identify suspicious activities

• Complete enhanced due diligence reviews on high-risk customers and Clients

• Analyzed transactional statistical data

• Assisted in the identification, prevention and detection of potential suspicious and/or unusual activities, transactions and/or customer behavior by performing transaction analysis, investigations, and monitoring account relationships.

Loan Portfolio Servicing 11-2014 to 6-2015

Loan Service Representative

•Making outbound calls to customers who were from 1 day to 180 days past due.

•Adhere to all policies & procedures.

•Provide a high level of customer service to our cardholders.

•Handle most complex collection inquiries and issues.

•Excellent listening skills & Easily adaptable to change and exhibit flexibility.

•Available to work effectively in a high volume/fast paced environment.

•Ability to multitask. Very reliable and predictable attendance

Newbold Advisors

Foreclosure Look Back-Foreclosure Referral Review 9-2013 to 7-2014

• Evaluate foreclosed loan during File Review process.

• Provided remediation recommendations to Client designated Independent Audit Team. Review loan file documentation; the accurate assessment of fees, and review previously rendered modification, foreclosure, short sale and DIL decisions, to effectively recreate processing events and determine accuracy of the final decisions.

• Validate that there is a pending foreclosure action. Determine if the Pre-Foreclosure Reinstatement Notice has been issued, when necessary.

• Verify that there is documentation providing evidence of the right to enforce the promissory note is present. Validate if Loss Mitigation appropriately applied criteria have been fulfilled, when necessary. Determine that the current foreclosure action was initiated by an FRR referral or the loan was purchased and/ or servicing was transferred to the loan was active in foreclosure.

Tester 9-2013 to 12-2013

• Next Day Sales Check List Quality Assurance (QA). Review the loan 24 hours prior to Sale.

• Perform each test attribute to answer all questions on the checklist. Determine if the NDS template was completed (Test Attribute 1).

•Review all Loans for Active Military/SCRA. Verified warning codes. Reviewed Status for Principal Balance.

•Verified that the Loan Certifications are documented. Verified Current Payments applied since referral to Foreclosure Date.

•Reviewed Loans for Payoff, Anticipated Payoff and or Payoff Reinstatement Funds. Reviewed correspondence between the borrower, the Client and or Third Party.

•Verified Loans for liens, escrow, insurance Verified Bid Instructions for completion. Reviewed Modification Docs 4506T, requested Modification Affidavit (RMA) Financial and Hardship Letters.

•Reviewed Solicitation letters, Modification Packets

OCC Senior Researcher 10-2011 to 1-2013

• Evaluate foreclosed loan during the File Review process.

• Provide remediation recommendations to Client designated independent audit team.

• Review loan file documentation.

• The accurate assessment of fees, and review previously rendered modification decisions to effectively recreate processing events and determine accuracy of the final decisions.

Regional Acceptance 11-2006 to 11-2010

Collections Representative

• Meet performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., minimum calls per day, contact percentage, promises/calls ratio, promises kept.

• Document all collection efforts for each assigned account in the collection system using action and reaction codes, rescheduling feature, “scratch pad” entries, etc. in accordance with established procedures.

• Order updated credit bureau report or initiate skip tracing process in accordance with established standards.

Triad Financial Corporation 6-2002 to 11-2006

Collections Representative

• Handles heavy incoming/outgoing calls to assist borrower(s), collect payments, and resolve problems.

• Consistently follows the Procedures regarding initial contact, follow-up, and broken promises with both borrowers as well as vendors.

• Sets, delivers and follows up on all departmental and individual goals for lowering delinquency. Identified and developed measurement standards for the improvement of performance and operational effectiveness.

• Planned, and implemented Team goals and objectives. Reduced violations to ensure adherence to proper collection procedures.

• Monitored and evaluated associates performance and provided the necessary feedback for performance enhancement.

Programming and Software Skills:

Adobe, Microsoft, Works, Word, Excel, Access, Power Point, Word Perfect, Outlook, Lotus, Internet Explorer. Siebel, Oracle, AS 400, People Soft, Share Point, NLS, Shaw, Auto IMS, Auto Pal, WU Speed pay.

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