Customer Service Management

CLAYTON WILEY

**** ********* **** #***

Dallas, Texas 75252

(CELL) 469-***-****

EMAIL ADDRESS: *******.*******@*****.***

SUMMARY

I am a skilled Account Management professional with more than 15 years experience. I have an extensive knowledge and a proven record in administrative assistance, leadership, coaching, account management, relationship maintenance, credit analyst, underwriting, sales, auditing, recovery, pre-sale foreclosure, analytical thinking, compliance, time management, problem solving, research, quality control and analysis, document and record retrieval, certified public notary, and project management. Expertise and accomplishments in:

Customer Service

Account Reconciliation

Training

Team Leadership

Strategic Negotiation

Communication

PROFESSIONAL EXPERIENCE

Bank of America Mortgage, Plano, TX November, 2009 –Present

Mortgage Servicing Analyst III

I analyze and audit legal documents in the Loss Mitigation Affidavit Group to ensure accuracy and completion of the compiled documents making the decision to proceed to foreclosure or to place file in research for possible workout options in an effort to keep the homeowners in their home. I audited and processed FHA, VA, FNMA, and FHLMC loans that have gone through the Foreclosure Sale process to ensure the accuracy of the procedures leading to Foreclosure. After retrieving the necessary data and careful review of the mortgage loans I determine if the Foreclosure sale was valid or not. Pertinent data is retrieved to support the decisions implemented on each file. The following systems used to execute my job function are SharePoint, LPS, Home Base, Home Saver, Lotus Notes, Microsoft Word and Excel, LAMP, HRD Tools, AS400, Equator, I Portal, EPW, and Lotus Notes.

I have been designated as one of the LMA department’s notary and given the title Assistant Vice President to sign various legal documents on behalf of Bank of America and notarize legal documents to be forwarded to the Attorneys for foreclosure review. I ensure the completion and accuracy of the documents by being aligned with the Federal Notary Commission, the State of Texas, and Bank of America guidelines. I also assist in the training of new Notaries within the department and ensuring we are in compliance.

Monitored a portfolio of special loans while performing monthly audits averaging 10% ratio of a Pre Sale Specialist portfolio to verify compliance of procedures and audit all debt calculations.

Provide training and coaching on procedures to new agents and managers, assist Team Leader with the preparation of daily and month end reports for upper management and with the delegation of various work tasks for the team to minimize compliance issues. I also assist with the quality control of legal documents to ensure their accuracy.

Ensuring that the Investor, Insurer, Government Agency, and BAC guidelines are met, cure issues halting the foreclosure process in a timely manner to avoid delays, and ensuring the Foreclosure Attorney meets judicial and non-judicial milestones per the state guidelines to prevent curtailments.

Successful completion of the Six Sigma Fundamental Web Site Course offered by BAC.

Successful completion of Closing Services-Credit-Mortgage Underwriting Fundamentals.

Consistently meet monthly goals set by the LMA Management Team.

Assisted with the LPS Pilot Team in processing Judgment Figures for Attorneys in a timely manner.

GMAC Financial Services, Lewisville, TX April, 2007 – October, 2009

Senior Portfolio Manager

Managed portfolio in high risk collections to reduce delinquency and minimize losses, including strategic planning, skip-tracing, payment negotiations and account resolution. I assisted with the escalations team by taking escalated phone calls from customers in effort of resolving their issues.

Managed portfolio in Loss Mitigations to assist customers with deficiency balance by reviewing their current financial status, offering possible solutions, and payment negotiations to maximize revenue and minimize losses.

Consistently exceeded monthly projections by maintaining the number of repossessions below 14%. While minimizing the number of accounts rolling 60 days delinquent resulting in a 25% roll rate.

Reduced portfolio delinquency rate from 58% to 19% within 2 months of receiving.

Consistently met monthly goal minimizing the deficiency rate while maximizing dollars received at 80% by setting payment arrangements and settlements.

Assisted customers filing claims with their GAP insurance; frequently contacted GAP insurance and the primary insurance to ensure payment and to minimize delinquency. From the GAP insurance alone, I collected on an average $87,000 each month.

I was also responsible for analyzing customer’s Financials evaluating and ensuring overall documents were accurate, complete, and compliant; reviewed financial statements, credit reports, applicable ratios, and other supporting documentation acceptability and customer contact information to aid in resolving delinquency.

Harley Davidson Financial Services, Plano, TX April, 2003 – March, 2007

Team Leader

Trained and mentored 12 Recovery Agents responsible for charged-off accounts to exceed recovery goals of $750K per month, resulting in profit for the Plano, Texas office and the Carson City, Nevada office.

Designated as the department’s notary; was responsible for notarizing 30 plus documents daily for the Collections and the Recovery Department.

Exceeded monthly expectations by collecting eighty to one hundred thousand dollars.

Created new training manuals for the Recovery Department which improved the training process for new hires.

Implemented incentive programs enhancing team’s motivation and resulted in 60% increased dollars collected.

Implemented new work procedures to enhance the collection techniques and approach to ensure maximum dollar recovery.

Completion of the Project Management Course offered by Harley Davidson Financial Services and received a certificate of completion.

Deposit Guaranty Bank, Monroe LA February, 1996 – April, 2003

Senior Team Leader

I was responsible for training new hires, stocking the ATM machine, responsible for business relationship with current and potentially new clients, assisted customers in the drive through, audit and reconciliation for all tellers.

I assisted customers with various banking needs such as investments, CD’s, IRA’s, Direct Deposits, and opening accounts meeting their needs.

Awarded as Regional Top Sales Representative.

Awarded as Employee of the Year.

State Farm Insurance Corporate, Monroe, LA June, 1994 – February, 1996

Claim Service Assistant/Contract

I was responsible for providing assistance to Claim Adjusters and Underwriters by setting up claim files, filing correspondence, pulling files, entering claim information and receiving incoming calls initiating potential claims for homeowner’s and automobile insurance for customers. I assisted in the investigation and evaluation of various claims with light supervision. I reviewed and audited documents to ensure completion and accuracy prior to forwarding them to the Underwriters.

Century Link Corporation, Monroe, LA March, 1992 – June, 1994

Contract/Accounting Specialist

I was responsible for reviewing the general account ledgers and financial reports with the focus of resolving any and every discrepancies with Accounts Payable and Accounts Receivable to ensure balances and accuracy.

Purchaser/Inventory Control Specialist

I was assigned a region of Century Link Retail Vendors and my responsibility was to monitor and coordinate the inventory and procurement details with the vendors and customers. I was also responsible for the invoicing, overseeing the records of all stocks, and performed daily audit of inventory of each vendor to ensure adequate inventory to successfully serve our customers.

EDUCATION & PROFESSIONAL GROUPS

Northeast Louisiana University Major: Accounting

Toast Masters & Certified Notary Public of Texas

Project Management Skills Certificate

TECHNICAL/APPICATION SKILLS

I work efficiently with the following: fax machines, copiers, scanners, 10 key calculators business phones, and desktop computers. I have acquired advanced knowledge in the following systems: LPS, AS400, Equator, Lotus Notes, and Microsoft Word Applications such as Word Document, Excel, Spreadsheet, and PowerPoint.

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