Customer Service, Administration

C Y NTH I A OWEN S

**** ****** ****** *. **** Myers, FL 33919 239-***-****(h) 239-***-****(c) **********@*****.*** Dedicated professional with a versatile skill set built on a foundation of quality, integrity and teamwork. Known for customer service excellence with an aptitude for resolving customer, employee and lender challenges. SKILLS

Loan Accounting, Servicing & Mgmt

Staff Development & Training

Policies & Procedures

Disaster Recovery Preparation

Loan Documentation Production

Loan Compliance & Audit

Loan Amortization & Reconciliations

Collateral Securing & Monitoring

Outlook, Excel & Word

Laser Pro Documentation System

E-Oscar Credit Reporting System

Viewpoint Report Production

Fiserv & BancPac Loan Systems

FIS Document Management System

Soft Pro System

EXPERIENCE

Pinnacle Title Company - Processor 2015

Receive contracts and process for closings. Communicate with buyers, sellers, agents and lenders to collect and provide pertinent data for the closing of real estate transactions. Including ordering of title search, surveys, utility and sewer liens, assessments and dues from condominium associations and homeowners associations and management companies. Send welcome letters, commitment and lender required documents. Entry of data collected into system for closing. General office assistance. Shamrock Bank of Florida/First National Bank of the Gulf Coast- VP Loan Operations Manager 2013 to 2014 Responsible for the supervision and daily operations of all aspects of loan operations department including working with management, lending personnel, attorneys, title companies and the borrowers. Restructure and remediation of the loan files, the daily operations and the procedures to perfect final products beneficial to internal and external reviews and audits and collateral security. Identify and resolve tracking issues and deficiencies with third party provider. Resolve audit findings with file, compliance and documentation deficiency. Oversee and produce loan documents, loan payment and participation payment processing, exception items, insurance tracking and force placed insurance notifications and placement. Work on mapping of banks systems to perfect merge/consolidation. Perform the audit, itemization and transfer all open and closed loan records and application denials. Tie up all loose ends, deal with any issues and assist with the close out of office. First Community Bank of Southwest Florida – SVP Special Assets Officer 2012 to 2013 Work with borrowers, management, lending officers and legal counsel to perfect deed in lieu’s, foreclosures and repossessions. Secure collateral/property; obtain bids for required maintenance and repairs, secure property, supervise completion of repairs, listing of property/collateral for lease or sale. Monitor and maintain condition of vacant and leased property; rents, payment of taxes and insurance, while in possession.

Loan Compliance Committee 2010 to 2012

Maintain and report to the Directors Audit Committee all regulatory and legal changes, incorporate these changes into the bank’s Compliance Policy. Provide training to personnel involved in the lending function. Track, resolve and report on audit findings. Community Reinvestment Officer 1999 to 2012

Compile and analyze account distribution throughout the delineated service area. Report the monthly and aggregated annual account production and the consumer, small business and community development loans for CRA credit. Director of Loan Operations 1999 to 2012

Establish a loan operations department developing efficient workflow/processes continually adapting and improving to accommodate responsibilities and loan production needs. Designed file structure to ensure integrity, accuracy and completeness to the satisfaction of auditors and examiners. Develop and maintain Loan Operations Policies and Procedures and the loan production system in conformity with the bank policies and regulatory and legal requirements. Supervise documentation output for compliance with loan approvals and the input for booking and maintenance accuracy. Oversee the day to day operations including the loan document production, closing, funding, servicing and tracking process. Monitor the loan tickler system for receipt of post-closing items, proper insurance, notifications and force place insurances and real estate taxes, settle non-post items and balance general ledgers, payment of 3rd party providers. Work closely with customers, lenders, management, attorneys, internal and external auditors and examiners during audits. Create and disseminate monthly reports to officers and management and work to clear any loan deficiencies. Manage monthly remittance and reporting on SBA and participation loans.

Additional Financial Experience

South Florida Bank 1998-1999

The Bank of Tampa 1990-1998

EDUCATION

Various internal & external training programs on all facets of loan production and compliance. 1999- Present Florida Bankers Association Annual Compliance Conference & Training 2001 to 2012

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