Customer Service Training

Jutta Stephens

***** ****** ******* #*** ******, TX 75254 904-***-**** ***************@*****.***

Objective

Methodical and reliable banking professional trainer seeking a position with an established company. Bringing strong customer care skills, detail orientation and math aptitude to better serve the bank’s employees in a professional and effective manner.

Professional Certifications

Six Sigma White Belt (Aveta Business Institute)

Training Analytics

Instructional Design through Information Mapping

FLASH Design

University of Florida

oTrain the Trainer Certificate Program 2004

oFive Best Ways to Run or Ruin an Organization

oDiversity Seminar 2002-2004

oComputer Programs

o2001 Managing to Have Fun in the Workplace

Seminars

oHow to Deal with People with Tact and Skill

oPike’s Creative Training Workshop

oHow to Write Better and Faster

oHow to be a Better Trainer

Institute of Financial Education

oSupervisory Training Program

oSupervisory Personnel Management I and II

oMortgage Loan Servicing

oHuman Relations in Business

o Real Estate Law I and II

American Institute of Banking

oPrinciples of Banking

oAccounting I and II

oBookkeeping

oSecretarial Procedures

oShorthand Refreshers

oManagement Skills for Secretaries

Skills & Abilities

Coaching

Performance improvement consulting

Needs and gaps analysis

Foreclosure/ loss mitigation

Process improvement

On-the-job training

Development of teams/ individuals

Information mapping/ technical writing

Change control coordinator

Customer service/ Claims

Communications

Adult Learning Theory

Instructional Design and research (ADDIE)

Group Process

Bankruptcy/ Research

Loss Analysis

Computer Skills

REALServicing

iCasework

Microsoft Office

Visio

Various e-mail

Scheduling and Rumba based systems

ALSS/Intelliview system and Fidelity/ CPI System

Breeze

ASSIMA

Photoshop

FLASH and Illustrator CS2

Invoice Management

Process Management

FLAWS

ALLRegs

REALDoc

CIS

Professional Experience

BUSINESS TRAINING SPECIALIST, SR. OCWEN FINANCIAL CORP. 12/2012-06/2016

Responsible for the development and facilitation of new hire classroom, on-the-job, and continuing education training/ certification programs related to the Customer Contact/ Default Operations Business. Change Control Coordinator for Customer Experience, Customer Care, Bankruptcy, Research, Payoff, Home Retention Department and Skip Tracing Business Units.

LOSS ANALYSIS, SR. LEAD OPERATIONS SPECIALIST 2010-2012 JP MORGAN CHASE 06/2005-12/2012

ACCOUNTS PAYABLE INVOICE PROCESSING, SR. OPERATIONS SPECIALIST II 2008-2010

VEDOR MANAGEMENT- ASSESE RECOVERY SPECIALIST II 2006-2008

SR. INSTRUCTIONAL DESIGNER 2005-2006

Supporting the hWAMU platform loans in the Loss Analysis Department. Worked supporting the Invoice Processing Department in timely Processing of invoices submitted by vendors. Coordinated training for the Assets Recovery Department. Designed training material that supports the Commercial Loan Services, Retail Banking Services and Mortgage Services at Washington Mutual. The training Materials are designed for e- Learning and Instructor Lead Training.

TRAINER- CUSTOMER SERVICE AND CLAIMS FIRST AMERICAN NATIONAL 1996-2005

Designed and facilitated training for employees and attorneys. Developed and facilitated training for adult learners in a call center environment representing a variety of clients, such as Washington Mutual, Ever Home Mortgage and Cendant Mortgage. Conduct analysis of training needs and skills gaps for department specific training and recommend appropriate training strategies. Prepared and conducted team building sessions and managed special projects. Supported the management team of the departments serviced.

FORECLOSURE SPECIALIST BANC PLUS MORTGAGE CORP. 1986-1996

Team lead over the VA and Conventional foreclosure units within the Foreclosure department; filed insurance claims on damaged properties. Resolved matters between the insurance adjusters and the investors. Complied weekly production reports for supervisors and department managers.

SECRETARY FIRST CITY BANK 1982-1986

Supported the Vice- President of Teller Operations with basic secretarial procedures; performed all functions of various roles including transferred funds, balanced teller, assisted as a back- up teller and vault teller, supply management and records retention. Assisted as an ATM Coordinator in balancing and maintenance the ATM Machines. Submitted reports to the IRS and Federal Reserve.

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