Tracy S. Turner

ad38sc@r.postjobfree.com 904-***-****

Qualifications & values

Highly efficient professional with experience in loss mitigation, customer service, quality assurance

and control analytics.

Meticulous: Delivering error free documentation, results and ensuring compliance with company policy and regulatory requirements.

Continuous Improvement: Enthusiastic about meeting challenges and eager to incorporate new concepts, I actively seek ways to improve personal and team outcomes in performance, task completion and compliance.

Professional Experience

TD Bank (2023 – Present)

Contact Center Representative-Credit Card

Complete a broad range of financial transactions (e.g., account balance, statement requests, balance transfers, dispute handling and other transactions as necessary with accuracy and efficiency.

Appropriately assesses risk when business decisions are made to minimize operating loss and escalates non-standard or high-risk transactions.

Supports customer needs and determine solutions to customer problems, particularly as it relates to credit card products and services.

Manage and utilize time efficiently to ensure service quality, customer satisfaction and the achievement of key performance indicator goals for the Contact Center.

Pentagon Federal Credit Union (2021 – 2023)

Mortgage Services QC Analyst

Responsible for reviewing forms, disclosures, and other documents to validate the information and ensure compliance with applicable laws and regulations.

Maintain a knowledge of mortgage servicing regulation, including Federal, State and agency specific guidelines, in conducting loan level reviews to evaluate adherence to servicing requirements.

Analyze client and sub-servicer adherence to policies and procedures, identify process gaps negatively affecting servicing performances.

TIAA Bank (2017 – 2021)

Loan Review Analyst

Review/Analyze loans to ensure accuracy and update any changes and/or corrections to the loans as needed.

Document and communicate findings to the Loan Resolution Team and Correspondent clients.

Validate key loan data for the successful boarding of the loan to the servicing platform.

Phoenix Collateral Advisors (2021 – 2022)

Mortgage Services QC Analyst

Reviewed forms, disclosures, and other documents to validate compliance with applicable laws and regulations.

Created and updated checklists, spreadsheets, and any documentation needed to perform quality control functions.

Maintain a knowledge of mortgage servicing regulations, including Federal, State and agency specific guidelines, in conducting loan level reviews to evaluate adherence to servicing requirements.

Analyze client and sub-servicer adherence to policies and procedures, identify process gaps negatively affecting servicing performances.

Citibank Mortgage (2015 – 2017)

Insurance Analyst III

Monitor coverage requirements for both Hazard and Flood insurance per investor guidelines. Provide a monthly report to management of inadequate Hazard and Flood coverages.

Ensure the proper processing of forced placed insurance in the event borrowers do not supply proof of coverage.

Process daily wire to pay Hazard and Flood insurance premiums.

JP Morgan Chase (2013 – 2014)

Loan Review Analyst

Review/Analyze loans to ensure accuracy and update any changes and/or corrections to the loans as needed.

Document and communicate findings to the Loan Resolution Team and Correspondent clients.

Validate key loan data for the successful boarding of the loan to the servicing platform.

JP Morgan Chase (2011 – 2013)

Loss Mitigation Specialist

Process and monitor workouts while complying with all federal, state and investor guidelines.

Counsel delinquent customers to avoid foreclosures while adhering to regulatory requirements.

Review financial packages for completeness and contact customer to correct any discrepancies.

References available upon request

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