Gina M. Vlach

**** ********* ******

Downers Grove, IL 60515

630-***-**** (Cell)

ad3br2@r.postjobfree.com

Professional Summary

Adept in conflict resolution of internal and external customers, while possessing a positive attitude. Utilize my proven skill set to effectively support your short and long term goals. I am a high producer in a production setting (banking and mortgages). My soft skills of active listening, problem resolution and time management provide me with the ability to work independently, learn quickly, listen closely. Dependability and timeliness are key. Aggressively looking for Remote 2nd shift position in Mortgage, Banking (Back office operations) Research Analyst, Fraud Department, or Research.

Employment History

Dovenmuehle Mortgage, Inc. 11/2021 – 2/2023

(Mortgage Subservicer)

Remote (WFH) Part Time 2nd Shift

Customer Service Representative

Answered inbound calls from Banks, Title Companies, Clients, and Customers providing in depth solutions to mortgage questions and concerns and provided positive outcomes while providing clear communication, efficiency and expertise while continuing to put the customer first. Tracking and reporting daily.

Research customer complaints, tracking, follow up and outbound calls, updating notes in loan files.

Reviewed discrepancies on Loan files, worked with specific teams internally to resolve timely issues.

Processing mortgage payments by phone, offering empathy to customers while helping to gain resolution for each caller.

Coordinate and process internal payoff requests, lien releases (discharge)

Process and requested paid in full letters. Tracking and reporting daily

Meeting and exceeding performance standards of 55% CPD (calls per day) with 80% better in quality (accuracy) (within 4 hr shift.).

Ability to gain knowledge through meticulous training

Weekly meetings with Supervisor to ensure CPD was met daily, review of calls.

Applications: RACF, Director, AVAYA, Word, Excel

BMO Harris Bank (Bank Adjustments Team) 2/2013 – 10/2018

Naperville IL

Service Representative III

Production Operations (Technology/Operations) – Day 1 Adjustments

Work on compare reports, missing deposits, loan reports, proof suspense, daily reports

●Liaison between back-office bank operations and branch personnel

●Top Producer on team

●Coordinate and consolidate Bank reconciliations, discrepancies and advice mailing to customers

●Decisioning, based on item resolution within standard operating procedures (SOP)

●Perform daily G/L data entry, review collection notices from branches and code

accordingly.

●Process Loan payments, reversal of loan payments to customer’s accounts

●Process and Review Loan reports, and pinpoint where the discrepancy occurred

●Research on outstanding items, working with all BMO branches in adjustment

●error resolution

●Production setting: Working 50-90 cases per day, including adjusting customer’s

● accounts

●Compile daily report for team’s workflow for the day

●Training of 4 individuals on coordination, workflow and daily reporting

Prior experience and expertise in following industries

●Executive Assistant / Secretary (Legal office)

●Department Manager (Financial)

●Accounting / Administrative (Title Company)

●Assistant Manager (Currency Exchange)

●Accounting Specialist / AP (Healthcare)

EDUCATION

J. Sterling Morton West High School, 2400 Home Avenue, Berwyn, Illinois 60402,

College of DuPage, Wheaton, IL 60190, Accounting Principles

Applications

Proficient:Pro-form-Accounting Software, Pro-law Accounting Software

Intermediate: Director, Excel, Outlook, Microsoft Word-WPM-85, IMATCH-Image Center, TRIPPS, Document Direct, Director, RACF, TPX (HOST) RACF, GL Ticket Writer, Check Vision, Document Direct, FIS

Contact this candidate