Customer Service Data Management

Elizabeth Taylor

Houston, Texas 972-***-**** ad5uu3@r.postjobfree.com linkedin.com/in/liztaylor972/

Summary

Accomplished Investor Reporting Analyst with 20+ years of experience in the mortgage and banking sector. Proficient in monthly report preparation, distribution, and investor relations. Expertise in data management, compliance, and financial analysis. Recognized for outstanding customer service and leadership skills in remote environments. Demonstrated ability to manage complex financial data accurately while ensuring regulatory compliance. Skilled in utilizing accounting and reporting systems including SAP, SBO 2000, Navision, Encompass, and Black Knight MPS

Professional Skills

Investor Reporting: Proficient in preparation and distribution of monthly investor reports. Skilled in remittance processing, reconciliation, and financial analysis.

Compliance & Control: Extensive knowledge of mortgage/banking industry regulations. Experienced in compliance, business control, and risk assessment.

Data Management: Adept at data entry, database maintenance, and ensuring data accuracy. Proficient in various accounting and reporting systems including SAP, SBO 2000, Navision, Encompass, and Black Knight MPS.

Customer Service: Exceptional ability to provide customer support, resolve conflicts, and maintain strong client relationships.

Team Leadership: Experienced in training new hires and contributing to team development.

Professional Accomplishments

1.Enhanced Investor Reporting Process: Streamlined monthly investor report preparation and distribution, resulting in a 20% increase in efficiency and timely delivery of reports.

2.Implemented Compliance Measures: Implemented robust compliance measures, ensuring adherence to industry regulations, and reducing compliance-related issues by 15%.

3.Improved Data Accuracy: Led initiatives to enhance data management processes, resulting in a 25% reduction in errors and ensuring accurate financial reporting.

4.Optimized Remittance Processing: Implemented process improvements in remittance processing, resulting in a 30% reduction in processing time and improved accuracy.

5.Exceeded Customer Satisfaction Targets: Consistently exceeded customer satisfaction targets through exceptional customer service, resulting in positive client feedback and retention rates.

6.Trained and Developed Teams: Successfully trained and developed new hires, enhancing team productivity, and contributing to a cohesive work environment.

Professional Experience

Engenerated.com: Principal Analyst, March 2022 – Present, Houston, TX

Provide project-based business consulting services centered around generative AI.

Services include AI image creation & editing, web development, SEO, custom online AI tools, fractional CxO support, professional copywriting, photography, RFP/RFI response support, sales, marketing, and business planning.

Rushmore Loan Management Services: Investor Reporting Analyst, September 2021 - March 2022, Irvine, CA

Completed the monthly investor report preparation cycle, including detailed review and prompt distribution.

Managed remittance processes with a focus on detail and precision, ensuring accurate transactions.

Handled General Ledger entries and reconciled custodial accounts, demonstrating expertise in financial accounting and data integrity.

Resolved variances and discrepancies identified during reconciliation, employing advanced problem-solving skills.

PennyMac Loan Services, LLC: Business Control Specialist I, December 2020 - July 2021, Plano, TX

Validated loan application data on the HMDA platform, showcasing thorough knowledge of regulatory compliance and data systems.

Ensured data accuracy and integrity.

Maintained and updated borrower databases with a focus on data precision.

Proactively resolved Quality Control (QC) audit findings through detailed research and problem-solving.

First United Bank: Mortgage Investor Reporting Analyst, October 2020 - December 2020, Plano, TX

Managed diverse loan portfolios with a focus on daily funding and GL reconciliation.

Conducted detailed analyses of payoff activities for lien release documentation.

Ensured accurate servicing and reporting of mortgage transactions to investors and insurers.

Supported internal and external audits through effective preparation and analysis of key documents.

Citigroup: Compliance Business Control IV / Agency Reporting Analyst, October 2006 - September 2020, Irving, TX

Led securities portfolio management, encompassing comprehensive reporting, remitting, and purchase processing.

Sustained rigorous account reconciliations, identifying discrepancies, and initiating corrective measures.

Trained new hires in account processing and loan modification procedures.

Developed and presented in-depth Servicer Risk Assessment Reports, enhancing departmental risk management strategies.

Soft Skills

Communication: Written Communication, Verbal Communication, Listening

Collaboration: Teamwork, Conflict Resolution, Networking

Problem-Solving: Analytical Thinking, Critical Thinking, Resourcefulness

Time Management: Prioritization, Efficiency, Organizational Skills

Customer Service: Empathy, Responsiveness, Customer Satisfaction

Adaptability: Flexibility, Learning Agility, Resilience

Leadership: Mentoring, Decision-Making, Vision

Detail-Oriented: Accuracy, Thoroughness, Quality Control

Interpersonal Skills: Relationship Building, Trustworthiness, Respect

Advanced Tools / Software

Investor Reporting Tools: SAP, SBO 2000, Navision, Encompass, Black Knight MPS

Information Technology: Microsoft Windows, Office, Project, Visio

Generative AI: Stable Diffusion, ChatGPT, Google Gemini, Microsoft Copilot

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