Customer Service Manager

Lori Mendoza

**** ********** ****** **** 714-***-****

Westminster, CA 92683 Cell 714-***-****

Email:Chicago_ _lori@hotmail

Profile

Financial Analyst/Loan Servicing Specialist –with extensive experience in the financial services industry and specialty in research and resolution. Known for volunteering and tackling projects in a timely manner and effectively communicating results. Able to work independently on projects and communicate with other lines of business seamlessly. Highly regarded as easy to work with by peers and other departments and always available to assist. Background in research, developing procedures, compliance and client escalations. Areas of expertise span a comprehensive range, including:

• Senior Funder ● Correspondence Specialist

• Special Projects ● Default Escalations Manager

• Collections Specialist/Call Center ● Operations/Teller/Back Office

• Customer Care Agent ● Proof Operator

• Audits ● Payment Research

• Analyst/Letters

Professional Experience

Loan Depot March 3, 2015 thru Present

Escrow Scheduler/Coordinator

Duties include managing the inbox, for requests for signing appointments, Confirmation of signing requests, and

Responding to and resolving doc issues in a timely manner by communicating to the Teams what the issues are.

Daily and Monthly Invoice reports for the 4 signing companies/vendors are managed.

This desk manages all communications between the signing companies/vendors and the Escrow/Processing Teams

throughout the company on a daily basis. It requires focus, and the ability to multi task and handle items in a timely manner.

JP MORGAN CHASE June 25, 2007 to March 10, 2014

Senior Funder Private Bank December 2012 to March 2014

• Maintained Funding Log ● Reviewed Loan Documents for errors

• Obtained Funding Exceptions ● Initiated Wires

• Scanned loan Packages ● Assisted w post close conditions

• Communicated with LO’s on status ● Communicated w Title and Escrow

Special Projects (Chase) October 2010 to December 2012

Duties

Toxic Drywall Accounts managed small portfolio of loans- worked with our other lines of business to develop and consolidate step by step procedures for the High Risk Dept. Point of contact for client support, assisted with the set up of special moratoriums, project was 1 year, consolidated accounts and oversaw the smooth transition of this portfolio to Disaster Relief Team in AZ.

Suspense Report- managed a monthly report containing accounts that were over 120 days delinquent that had previous attempts for workouts, and/or modifications. Worked with cashiering department to apply unapplied funds to clear suspense. Project was 1 year and transferred to collections.

Letters Project- Involved consolidation of all letters and client correspondence across the board for 3 lines of business. Attended weekly conference calls as the subject matter expert for loan servicing. On these calls, each line of business would provide their expertise to team analysts, worked together with legal department and analysts in the creation and testing of new letters according to business need. Project was 2+ years with the successful result of a new letters library.

Default Escalations Manager – initiated contact to the client in response to escalated disputes called in to the Executive Office. Research and resolve issues or complaints within a 3 day turnaround time. Handled high volume with 100 % QC and consistently met or exceeded monthly goals.

Collections Specialist II (Chase) June 2009 to October 2010

• Inbound/Outbound Calls ● Collections/High Volume

• Negotiating Payment Plans ● 7 Monitored QC Calls monthly

• Maintained High Volumes ● Consistently 95-100% QC scores

Customer Care Specialist (Chase) 2007 to 2010

• Inbound Calls ● Payment Research

• Customer Service ● Soft Collections

• Payments research

Ameriquest Mortgage November 2003-June 2007

Experience: Mail Desk, Correspondence Research Specialist, Escrow, Payoff Dept.

Payoff Dept (Ameriquest) June 2007

• Processed High Volume of Payoff Statements ● 24-48 hour turnaround

Insurance Department (Ameriquest January 2007

Maintained various reports on a monthly basis, pertaining to the servicing of loans that are escrowed for insurance and/or Private Mortgage Insurance.

Escrow Dept (Ameriquest) March 2005-January 2007

• Maintain Reports audits ● Processing Servicing Tasks

Correspondence/Research Specialist (Ameriquest) May 2004-March 2005

• Processed Research Requests for Clients ● Processed High Volume 100 % QC

• Qualified Written Requests ● Created New Letter Templates

• 24-48 hour turnaround time ● Payment Research

Mail Desk (Ameriquest) November 2003 May 2004

Mail Desk, Processed high volume of mail, handled the distribution of mail for all of Escrow Administration Floor which included Customer Care, Escrow, Insurance, Payoff Department and Loss Mitigation, which required working with high volumes of time sensitive correspondence, in a fast paced environment with 100% accuracy

EDUCATION

Teller Training School

Santa Ana College (Medical Assistant Certificate) 1999

Business Letter Writing Classes

Notary Public Commission #1996491 expires 10/30/2016

Certification for Loan Signing Agent

Software Skills

Microsoft Word, Excel, Adobe Acrobat, Visio,

Programs Used

MSP, PBLOS, CCW, LPS, RTS, Call Dialer System, CPI, Recording Manager, IVault

Personal

Self- starter works independently or as a team, able to handle a high volume of assignments in a fast paced work environment.

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