Management Customer Service
Resume:
Edward B. Baisden, Jr.
Phone: 818-***-**** Email: ******.*******.**@*****.***
SUMMARY
• Demonstrated achiever with over ten years of correspondent lending, loan servicing and home loan customer service experience.
• Knowledge of Federal Home Loan Mortgage and Fannie Mae guidelines and specialized government sponsored loan and modification related programs.
• Strong communication background combined with fluency in numerous mortgage lending computer applications.
• Extensive computer training, including knowledge of multiple networking environments and business software packages.
• Skilled at learning new concepts quickly, working well under pressure, and communicating ideas clearly and effectively.
• Prior account management and staff management experience. EDUCATION
CALIFORNIA STATE UNIVERSITY NORTHRIDGE Northridge, CA Bachelor of Arts
• Concentration in Music Theory/Harmony, Business Management/Law, Music Recording Techniques and Technology Studies GRAND CANYON UNIVERSITY Phoenix, AZ
Masters of Business Administration - Financing Emphasis (Ongoing) EXPERIENCE
BANK OF AMERICA Thousand Oaks, CA
Senior Operations Analyst March 2014 - August 2015
• Customer Experience/Source Cause Associate
• Identifying and documenting quality issues and performance measures for executive management review and implementation across multiple lines of business.
• Review of customer complaint inquiries from various lines of business including mortgage related products, insurance products, credit card and specialized customer programs. BANK OF AMERICA Westlake Village, CA
Senior Operations Analyst July 2011 - March 2014
• Management of a portfolio of escalated loans from the HAMP Solutions Center, FNMA and HUD in conjuncture with the Making Homes Affordable Program and other loss mitigation related programs.
• Assisted with negotiations with customers, authorized third parties and attorneys in order to resolve customer complaints.
• Research of escalated files in order to determine if Bank of America did not follow guidelines established by HAMP, FNMA and HUD.
• Management assistance up to and including training other associates at the main assigned office and offices throughout the country.
• Management of incoming file queue for review and distribution to applicable employees. BANK OF AMERICA Westlake Village, CA
Senior Operations Analyst January 2010 - July 2011
• Assisted clients in a liaison role with major collateral file issues, which included research through Bank of America’s legal, servicing, secondary and compliance departments.
• Review of trust documentation, power of attorney related documentation, loan modification forms or any other collateral related documentation.
• Assistance with building client guides for loan modification, power of attorney and trust agreements to better train clients on how to execute certain forms.
• Management assistance, training and assisting teammates with questions and other issues that may arise and co- management of the Westlake Collateral Liaison file Queue for assignment distribution amongst applicable employees. BANK OF AMERICA West Hills, CA
Loan Servicing Specialist March 2009 - January 2010
• Review of specialized loans in conjuncture with the Texas Veterans Home Loan Program.
• Co-Management of a specialized file queue for review of time sensitive conditions in order to fund and remove backlog of TexVet loans.
• Review of collateral and other home loan documentation for accuracy.
• Assistance with client inquiries related to the TexVet loan program and resolution of client related issues to ensure satisfaction with Bank of America review procedures. BANK OF AMERICA West Hills, CA
Loan Servicing Specialist March 2004 - March 2009
• Management of small lender accounts that channel business through Bank of America Home Loans including direct contact with clients/investors.
• Review of applicant loan origination documents including the review of their credit history and employment history.
• Review of electronically sent files using Bank of America Home Loans network applications.
• Review of appraisals and other documents under both Federal Home Loan Mortgage Corporation and Fannie Mae guidelines.
• Authorized funding of home loans for Bank of America Home Loans correspondent lending division. LOS ANGELES UNIFIED SCHOOL DISTRICT Reseda/Winnetka, CA Playground Supervisor June 2000 - May 2003
• Coordinated after school related activities for multiple elementary schools which included the implementation of tutoring programs as well as physical education.
• Supervision of two assistants including time, attendance, scheduling and payroll accounting.
• Management of school supplies and playground equipment for various LAUSD locations including resupply of school playground equipment to ensure child safety.
• Athletic coach for joint school tournaments for basketball and softball. REFERENCES
Lupe Barrios David Jensen
Mortgage Servicing Mgr VP, Fulfillment Correspondent Bank of America PennyMac Corp.
213-***-**** 813-***-****/813-***-****
Jennifer Ashworth Chase Wixom
Supervisor Operations Strategy
PennyMac Corp. AmeriHome Mortgage
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