Customer Service Quality Control
Resume:
LaTasha Walker
Fort Worth, Texas
Cell: 281-***-****
Email: **********@*****.***
Summary
My background encompasses the ability to establish and build positive solid relationship with clients and upper level of management. I have (5) years in Audit, Reporting and Compliance (5) years in Collections field, (8) years in Mortgage Servicing and Mortgage Banking Quality Control (3) years plus of experience in Administrative Assistant and over (15) years in Customer Service. I’m an innovative thinker with broad based expertise, a quick learner and self-starter. I have a team player attitude, proficient in communication skill while demonstrate managerial skills with excellent interpersonal abilities. Demonstrate the ability to function effectively under all types of circumstances while maintaining a clear perspective of goals to be accomplished.
Experience
Foreclosure Specialist/1st Legal Audits. Reverse Mortgage Solution
Houston/Texas.
8/15-12/16
Perform daily audits, FLAD reports, HERMIT reports, process Close and Bills reports, processes Zero Balance reports, process 1st Legal reports and now implementing policies and procedures on QC review for the 1st legal team. I attend SOX meeting where I give detailed information on the QC review process or implement any changes. Generate and present reports to document audit results, remediation activity, and observations or recommendations to business owners for calibration of findings or procedures.
Reports to those members of management who should be informed or who should take corrective action, the results of quality control review, and operational reviews the review opinions provided, and the recommendations made. Evaluates any plans or actions taken to correct reported conditions for satisfactory disposition of review findings. Excellent written and verbal communication skills.
I'm very detailed oriented, fast learner, innovative thinker, people person and a great team player.
MB QC Specialist III
JP Morgan Chase
Lewisville/Texas.
9/11-8/15
Responsibilities consist of reviewing Loss Mitigation activity using the document generated systems and Mortgage Servicing Package (MSP). To make sure all step were taken that loss mitigations tried to work with the buyer to offering several opportunities to keep the customers in their homes before submitting an affidavit Foreclosure proceeding. Making sure that the process was conducted within the local, Bank and State laws upon reviewing and identifying all that final steps of Loss mitigation before making the decision to proceed with Foreclosure. Affidavits that are correct are signed and notarized on site, within the department, forward to quality analyst for review before forward to the attorney’s to proceed with the Foreclosure process. Comply with all federal, state and company regulations. Also reviewing submitted files for a modification request; checking to see if the modification request met programs and product specifications or counter offer to a different product within JPMorgan Chase to meet the customer satisfaction. This consist of analyzing document such as, financial statements, BPO’s, tax returns, Appraisals, title searches and credit information on the mortgage loan, handling disputes, auditing documents, making decisions on any conditions stipulations and pre-funding requirements. Maintain internal and investor relations as it relates to all aspects of loss mitigation. Ensure compliance with EPA issues as it may affect the property value, comply with all federal, state and company regulations. Process internal audits, IR2 reports DEN990 reports, DEN950 reports, AD audits and handle disports on a daily basis.
Mortgage Servicing Specialist
Bank of America
Fort Worth/Texas.
11/09-6/11
Handles more complex levels of transactions with limited supervision to complete daily tasks and duties Provided excellent customer service in a high pace environment. Knowledge of conventional and government loans handled a pipeline of 70+ daily. I’m very knowledgeable of underwriting processing and procedure. Strong verbal and written communication skills while being very detailed oriented. I process routine transactions, documenting loan history, responding to customer, investor, vendors or other 3rd party inquiries, researching and/or preparing documentation and analyzing request, in accordance with federal guidelines to determining appropriate course of action. Negotiate payments, handle foreclosure postponement, transfer calls to various departments, strong customer service, collections, update financial, also research for documents in Stewart, Iportal, Cosis and Urban.
Community Care Worker I
Department of Aging & Disability/State of Texas
Arlington/Texas
3/09-7/09
Determine eligibility for services according to program policy and procedures. Develops and implements service plans for clients. Provide ongoing case management to monitor client condition and services provided in resolving client problem. Maintains case records to form a written record for each client. Prepare reports and records to provide management information on program operations. Operates a computer to document, update, and inquire into case records. May review situations and provide temporary protective services to prevent or remedy abuse, neglect, or exploitation of elderly or disabled adults.
Various Contract Position
Carter Blood Care/ Customer Service
Idearc Media/Internet Billing
1st Financial Mgmt/Collections
AT&T/Process U-verse orders
DTE Electric & Gas/Customer Service. 1/06-11/08
All these contract positions have been strong customer service while being detailed oriented. Process payments; provide billing statements, adjustments, strong verbal and written communications skills. Handle emergency gas leak calls route call to the appropriate technicians.
Rehabilitation Specialist Financial Asset Management System
Norcross/GA.
11/02-11/05
Manage a portfolio with 375 defaulted student loans worth over $3.5 million dollars that I maintain daily. Process memos and correspondence letters, billing, processing error messages, strong data entry, check and order credit reports, strong verbal and written communication skills while being very detailed oriented. Recap on the rehabilitation program by making sure the clients understand that this a 12 month program that they joined while re-establishing their credit. By taking payments with credit card, check by phone & western union quick
Software Skills Navigator, Hermit, Archer, MS Office, Access, Word, Excel, LPS Foreclosure database, Urban, MSP, Encompass (self trained), LenderLive, Agent Desktop, Default Workflow, Sharepoint, Checklist, Stewart, Iportal, Loan Modification Portal, Cocis, Windows, Davox, LexisNexis, Wordperfect,10 key, Copier, Fax machine, Typewriter & Calculator
Education
O.D Wyatt HS
5/93
Reference
Nevico Thompson
Tracy Stevenson
Antonio Jones
Ms. A Harris
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