Customer Service Project Management

**/**** - **/**** ************** Specialist

SITUSAMC, Jacksonville, FL

Provided approval/denial for final settlement requests associated with revenue, profit margin loss and income statements. Evaluated and analyzed data reporting with internal/external borrowers, Hedge fund investors, project management, and servicing. Assisted project management with client shared service disputes. Evaluated data statistics to proceed with the review for assignment entities and collateral loan tasks.

Investigated defaulted negative balances and collection activities until settlement.

02/2009 - 02/2022 Trust Administrator

U.S. BANK, Jacksonville, FL

Requested and reviewed project updates to ensure deadlines were met. Scanned and reviewed Lender loan packages timely to clients, ensuring adherence to quality standards.

Verified Residential/Commercial collateral loan files, exceptions and closing documents in accordance to specific custodial agreements. Monitored regulatory activity to maintain compliance with HELOC, Fannie Mae/Freddie Mac trailing documents.

Processed securitized defaulted loan files, Mobile Home along with the assignment chains, Allonges and endorsements.

01/2000 - 02/2009 Customer Service Manager

Citicorp Retail Services, New York, NY

Supervised and developed a team of 10-13 care professionals to ensure they consistently met performance metrics and provided effective customer service to clients.

Measured customer service representatives call volume measured by metrics ie: Customer Effort Scoring(CES), Customer Service Levels (SLA), Customer satisfaction and (CSAT) and Avaya software program. Evaluate team's performance and makes recommendations for staffing, promotions, pay increases, monthly incentives etc. Motivated employees with guidance in handling difficult and complex problems for resolving escalated complaints or disputes. Created and execute realistic action steps and timelines for the team with a strict attention to details and performance.

KATHERINE JONES

7079 Prosperity Park Rd E, Jacksonville, FL 32244

Phone: 516-***-****

Email: ***********@*****.***

Ability Summary

Customer Service Supervisor, Avaya, EmBtrust, Analytical, Logic, Project Management, Creative Thinking, KYC,KPI, Microsoft Office, Microsoft Access, Data Entry, Clerical, Extension Mortgage handling, Insurance Claims, Reconciliation, Negotiation.

Employment History

Associates

Associate's Degree

Suny Farmingdale College of Technology, FL

Education History

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