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Customer Service Human Resources

Hebron, Kentucky, 41048, United States
October 01, 2016

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Matthew C. Hill

859-***-**** *


Motivated, results-driven and proactive professional with over 9 years of progressive experience in the banking industry, and 15 years of dedicated customer service experience. Complete understanding of banking and mortgage regulations and ability to analyze and interpret financial data to ensure best financial solution. Software savvy and dynamic communicator with a focus on quality customer service. Well familiar with interpreting and explaining complex guidelines. Understand client and organization confidentiality concerns and ensure compliance with standard security protocols.


Problem Solving * Credit Analysis * Regulatory Compliance * MS Office Suite * Loan Processing Software * Analyzing Data Quality Assurance * Communication


Human Resource Certification Institute (

Associate in Professional Human Resources (aPHR) Expected completion date December 2016

University of North Alabama Florence, AL

Bachelor of Business Administration

Relevant courses:

Human Resources Management

Labor Relations

Personnel Management

Accounting Concepts I, II

Statistics Analysis in Business and Human Resources

Employment Relations

Organizational Behavior and Design

Financial Management

Northeast Mississippi Community College Booneville, MS

Associates of Arts


US Bank Cincinnati, OH

Mortgage Support Specialist January 2014-August 2016

- Examine and verify information and accuracy of loan application and closing documents, ensuring no discrepancies.

- Review and modify work-assisted checklist to aid new employee onboarding processes.

- Train new employees to ensure proper understanding of duties and office functions

- Maintain loan records in accordance with organization policy, safeguarding client personal information.

- Developed, cultivated and maintain positive, professional working relationships with mortgage borrower(s), realtors and both

internal/governmental auditors to support and mitigate/prevent potential mortgage loss for the bank.

- Review client accounts to determine whether payments made on time and ensuring that other terms are being followed.

- Knowledgeable of company rules, regulations and polices, interpreting guidelines and ensuring compliance.

- Consulted with clients to determine financial needs and customized solutions to meet client financial requirements.

- Explain loan types and credit options available to clients, including terms, ensuring their understanding of the information.

- Assist clients in completing detailed loan applications and other required documentation.

Mortgage Loss Mitigation Specialist July 2012-December 2013

- Built relationships with clients and referrals that improved business, resulting in an average of $125-$160 million dollars

mortgage mitigated dollars saved for the bank monthly.

- Recommended ways to control or reduce mortgage loss risk, resulting in a average of $80-90 million dollars saved in short

sale real estate transactions monthly.

- Gathered and reviewed borrower(s) financial and hardship information in the determination of eligibility of loss mitigation


- Collected, reviewed, itemized, and reconciled all applicable short sale documentation to submit case resolution presentation

to management for investor decision; consistently met deadlines with 100% accuracy in paperwork.

- Created and maintained excel spreadsheets in order to track and analyze short sale closing data.

Hill, page 2


Collector November 2007-July 2012

- Lowered mortgage delinquency by an monthly average of 98.6 percent and consistently maintained mortgage losses well

below company standards.

- Developed training for new collection staff; authored training guide of standard operating procedures for new hire


- Negotiated credit extensions when necessary.

- Arranged repayment schedules, minimizing losses to organization while still maintaining a positive rapport with client.

- Answered client questions regarding problems with their accounts.

- Resolved client issues, responded to client questions regarding established policies and procedures.

- Located and monitored overdue accounts utilizing automated banking database systems.


- Met or exceeded my investor budget in collections for a 42-month consecutive streak (November 2008 thru July 2012).

- Named Employee of the Month on 23 separate occasions during my tenure with US Bank.

- Named Collector of the Year in 2010 and 2011.

Big Lots Stores Inc. Tupelo, MS

Customer Service Manager May 2005- October 2007

- Managed the Front-End operations of large discounted retail store while balancing the personal challenges of obtaining a

collegiate degree and still exceeding company front-end operation standards far above the company minimum standards.

- Assigned out cashier station work assignments along with cashier lunch/break schedules on a daily basis.

- Participated and consulted with upper management on cashier performance review evaluations and made recommendations

on merit increases in this process.

- Collaborated with upper management on the periodic progressive counselling sessions with cashier staff.

- Developed and periodically re-designed retail storefronts on a seasonal basis to assist in the progress of new customer


Stocker/Cashier February 2001- May 2005

- Maintained compliant and accurate cashier handling standards per company guidelines.

- Stocked store department shelves as directed by the management staff.

- Assisted customer in item inquires on a periodic basis.

- Unloaded merchandise trucks filling in and assisting throughout the store as needed.

- Trained new cashier staff with the guidance of the management staff as requested.


- Named store employee of the month on seven different occasions (May 2001, September 2003, May 2004, June 2005,

December 2005, July 2006 & June 2007).

- Named Store District Customer Service Manager of the Year in both 2005 and 2006.

- Lowered store shrinkage from 4.22% in May 2005 to 0.47% in September 2007 (my last inventory results with Big Lots).


Collegiate Society of Human Resources Management (Member) August 2004- May 2007

- Assisted in the development of Quarterly seminars with local HR business professionals ranging from different topics like Americans with Disabilities Act (ADA), Federal Medical Leave Act (FMLA) and Fair Labor Standards Act (FLSA), just to name a few.

- Yearly partner with a local HR business professional in job shadowing at their business in learning more about the profession of Human Resources Management.

- Network with HR business professionals in order to achieve a goal of an entry-level position into Human Resources Management.

Matthew C. Hill



David Bishop

Mortgage Collection Manager (Citi Bank)

Cell Phone: 859-***-****

Tiffani Ray-Smith Vice President (Employee Performance Management- US Bank)

Office Phone: 513-***-****


Michael Brewer Assistant Vice President (Quality Assurance Manager- Origination- US Bank)

Office Phone: 513-***-**** / Cell Phone: 859-***-****


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