Customer Service Management

Summary of Qualifications

Over ** years’ operational risk experience with the ability to work in a very fast-paced transition environment; excellent time management skills, ability to juggle multiple tasks & strength in identifying and implementing solutions to address the critical situation ahead.

Effective interpersonal skills; excellent oral and written communication skills

Regulatory knowledge impacting banking industry (OCC, FRB, CFPB, etc.)

Ability to understand concepts related to identifying and assessing risks

Ability to understand and apply concepts in enterprise and/or operational risk management

Possess critical thinking and analytical skills

Flexibility to adapt to changing priorities or deliverables

Ability to establish and leverage team and client relationships

Current knowledge of industry practices and competitive environment

Ability to manage multiple assignments to established deadlines

Professional Experience

Wells Fargo Home Equity 2015 – Current

Executive Office/Sr. Risk Analyst

Handles escalated executive office complaints.

Develop and maintain a strong working relationship with Corporate Operations Risk Management for operational risk.

Provide subject matter expertise to business units to ensure compliance to internal and external guidelines and Corporate Policy and Standards; interpret implications, requirements, gaps, and potential issues for appropriate decision making.

Manage intake of requests across business units for risk control information from various internal and external groups.

Produce and maintain executive and senior management reports on risk control issues, action updates, process compliance and controls testing.

Review information received from external asset managers and conduct reviews of these managers as part of the draft reports evaluating their compliance programs and operational controls.

Monitor compliance with investment guidelines and objectives of client programs and investment products, including communications with external asset managers and clients.

Participate in regulatory examination and audits.

Excellent ability to analyze and interpret data as well as state and federal regulations.

Assist management in tracking, investigating and responding to customer complaints.

Stay abreast of all federal and state regulatory changes related to consumer lending.

Able to interface effectively with other departments and team members.

Conduct root cause analysis on issues discovered during compliance testing.

Perform targeted testing to ensure compliance with all internal and external rules and regulations.

Assist with new initiatives and projects.

Wells Fargo Home Equity 2013 – 2015

Home Preservation Specialist 2

Create and present diversity presentation at monthly town hall event.

Created a new program to help customers with a temporary loss of income.

Implemented internal procedures for new laws and state specific guidelines.

Created diversity program and execution timeline for all portfolios.

Create and maintain organizational administrative standards and processes.

Identify and request the appropriate documents required for loan modification review.

Access information on multiple systems to inform customers of loan terms, important dates and deadlines.

Communicate and coordinate with multiple Servicing departments (both internal and external to WF) informing the customer of current status, options and next steps.

Remain as the single point of contact to customer throughout the loss mitigation, loan modification, and foreclosure processes.

Ensure necessary information is received in a timely manner, maintained, tracked, and logged in multiple systems.

Effectively work in a team environment in an effort to achieve team/volume goals and provide superior customer service.

Conduct side by side trainings to help new hires.

Perform second level review on accounts ready for submission.

Complete daily performance reports for management.

Additional duties as assigned by management.

Wells Fargo Home Equity 2012 – 2013

Home Preservation Specialist 1

Answer inbound inquiries from customers regarding status of the loss mitigation, loan modification, short sale and foreclosure process.

Interview customer to understand customer’s specific situation.

Identify and request the appropriate documents required for loan modification review.

Access information on multiple systems to inform customers of loan terms, important dates and deadlines.

Communicate and coordinate with multiple Servicing departments (both internal and external to WF) informing the customer of current status, options and next steps.

Remain as the single point of contact to customer throughout the loss mitigation, loan modification, and foreclosure processes.

Ensure necessary information is received in a timely manner, maintained, tracked, and logged in multiple systems.

Effectively work in a team environment in an effort to achieve team/volume goals and provide superior customer service.

Complete daily performance reports for management.

Additional duties as assigned by management.

JP Advisory Group LLC 2009 – 2012

Operational Risk Manager

Contacts mortgagors and others as appropriate to negotiate and arrange appropriate resolution of defaulted loans.

Utilizes creativity and professional judgment, and knowledge of investor requirements to determine and recommend loss mitigation methods such as deed-in-lieu, short sale, modification, repayment plan or forbearance plan, in the most cost effective manner.

Implements approved loss mitigation workout plans.

Calculates financials to see if a customer qualifies for the review process.

Maintains required records (e.g., declaration page, tax bills, credit information, payment applications, financials, HUD1 statements, tax returns, etc.) following established protocols.

Complies with all applicable federal, state and local laws, regulatory requirements, investor policies, and company procedures for each loan in assigned portfolio.

Prepares Modifications and Short Sales under the US Treasury’s HAMP and HAFA programs.

Knowledge of processes supporting Loan Modifications

Other duties as assigned.

PetSmart Corporate headquarters 2008 - 2009

Executive Assistant

Assist in planning, tracking, and overseeing special projects within established timeframes.

Work closely with payroll to maintain monthly report to show incentive to be earned with the approval from management.

Coordinate a wide variety of meetings, luncheons, client visits, and presentations. (Notify attendees, obtain meeting location, arrange for catering, prepare materials and presentations, schedule needed equipment, outline and distribute meeting agendas and documentation.)

Coordinate travel arrangements for Executive and Upper Management.

Screen/answer telephone calls and respond to calls. (This includes assign calls appropriately, conduct research to answer questions and clarity issues and follow up.)

Maintain calendar and schedule for Executive.

Submit and follow-up on the filing of expense reports for Executive and Upper Management.

Provide Lead Administrative role modeling for organization.

Create and maintain organizational administrative standards and processes.

Independently plan daily workload to ensure all deadlines are met and internal/external requests are completed within deadlines.

Support the project planner for the annual meeting and other PetSmart company-wide functions. Also responsible for site selections, hotel negotiations, vendor negotiations, room listings and arrangements, travel coordination and presentation material.

Maintain inventory by tracking and monitoring purchase supply order.

Arrow Financial Services LLC 1998 – 2007

Operational Risk Supervisor

Implemented internal procedures for new clients.

Coordinated meetings with internal departments to ensure adherence to client specific guidelines and procedures.

Created standard operating procedures based on client specific needs.

Performed daily employee audits to ensure adherence to client guidelines.

Reviewed external audits performed by client and initiated action plans accordingly to ensure client expectations.

Coordinated all onsite audits performed by clients.

Responsible for various audit projects assigned by upper management.

Prepared reports for clients in relation to productivity and inventory.

Prepared daily statistical reports with respect to production within the various collection departments.

Participated in monthly performance conference calls.

Implemented new processes/procedures to be included in quarterly updated training manuals.

Assisted with client project management.

Created and reviewed various internal and external reports to ensure fulfillment of client specifics.

Handled day to day client tasks assigned by upper management.

Delegated daily work load among piers.

Maintained employee time and attendance files.

Produced daily financial statistics for all management and departments.

Assisted in development and training collector assistants.

Assisted in validating collector checks.

Reviewed collector accounts and was involved in the placement of accounts to collectors.

Certification

Project Management for Administrative Professionals

Improving You Project Management Skills: The Basics for Success

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