Customer Service Data Analysis

JAMIE ALLYN LARKIN

** **** ***** ** ***** Royal, VA 20187 540-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

I have 10 years experience in the mortgage/financial industry including strategic planning and implementation, decision making, financial and data analysis, and sustained customer service. I have worked extensively with numerous proprietary UNIX based software applications for transaction processing, circuit switching and data routing. I have 2 years experience utilizing PEGA as a procedure tracking database for mortgage loans. I have been in Cosmetology for the last 11 years and am interested in getting back to the processing, auditing, data analysis work field.

PROFESSIONAL EXPERIENCE

Bud’s Place Barber Shop, Front Royal, VA June, 2014 – Present

Jamie’s Barber / Self Employed

Self employed barber for 11 years. Graduated from Front Royal Beauty School for Cosmetology license in 2014.

J. P. Morgan Chase, Dulles, VA September, 2011 – April, 2013

Homeownership Advisor/Customer Assistant Specialist

The "CA Specialist" is responsible for managing the customer experience throughout the default modification process, and serving as the primary contact for customers and approved third parties (not limited to but including investors and attorneys).

●Process customer's file for Underwriting: Review, process and perfect all documents provided by customer ensuring complete and accurate forms

●Manage customer requests concerning modifications.

●Keep customer apprised throughout the modification process.

●Communicate modification decisions as received from Underwriting/QA. If modification is declined, discusses other options with the customer.

NAI – (Freddie Mac site): May 18th 2010 – August 2011

Settlement Specialist

Single Family Portfolio Division, Home Affordable Modification Program (HAMP)

The default asset management division is responsible for approving and analyzing the loan modifications, short sales and third party liquidations of Freddie Mac owned mortgages to ensure all files are in compliance with Federal Guidelines.

●Review settled Modifications, Short Sales and Third Party foreclosure sales, Deed In-Lieu and Charge Off’s

●Ensure proper reconciliation between servicer documents and FHLMC’s workout software

●Reconcile and analyze settlement statements, HUD1’s and other documents with FHLMC’s calculations.

●Audit documents for accuracy and research and/or respond to related issues.

●Provide in-depth analytical review of HAMP Loan modification applications and adjusted system records to reflect final results of changes for the purpose of Quality control. Verify the completeness of all loan related documentation.

●Develop and maintain effective relationships with all parties to contribute towards meeting corporate objectives.

Compugain – (Fannie Mae site): Making Homes Affordable Program March 2009 – January 2010

Business Analyst

●Respond to escalated inquires that affect Fannie Mae business (loss mitigation, foreclosure, underwriting, and servicing inquiries)

●Resolve complex and sensitive inquiries.

●Work with Fannie Mae Customer Account Teams with National Property Disposition Center personnel to resolve inquires about specific Fannie Mae lender and Fannie Mae-owned properties

●Document details of interactions using Resource Center database application (ITS System)

●Provide regular and timely feedback to management regarding new trends or sensitive issues.

Spherion/ICF International: Road Home Program July 2008-February 2009

Pre/Post-Closing Advisor

●Processed files for Pre-closing/Post-closing applications

●Work with applicants to obtain required documentation

●Verify eligibility of particular grants through income

●Review applicant-provided documents to prove ownership and occupancy eligibility

Jefferson Home Mortgage January 2006 – May 2008

Wholesale Account Executive

Lincoln Mortgage Corp. October 2003 – January 2006

Mortgage Banking Loan Officer

●Originate mortgage loans by meeting with Real Estate Agents and marketing tools.

●Process FHA, Conventional and Sub-prime loans.

●Utilized Desktop Underwriter and other lender-based systems to submit pre-approved loans.

●Worked closely with Underwriting Departments of multiple approved lenders to loan closing.

Transaction Network Services (TNS) May 1999 - October 2003

Service Management Systems Supervisor

Balanced all network traffic and maintained entire 800 Service Management Systems Database to route traffic the most cost efficient route for TNS

●Balanced network traffic and maintained entire 800 Service Management Systems Database

●Worked closely with numerous ILECs, CLECs and Independent carriers

●Remotely tested and turned up T1 and 56k circuits.

●Tested physical host connections (X.25 and TCP/IP) and network links with customers to ensure connectivity between TNS network devices on customer premises and customer host systems.

EDUCATION

2003-2004 Northern Virginia Community College

SOFTWARE SKILLS

Microsoft - Word, Excel, Access, PowerPoint, Outlook, FrontPage, Publisher

Other – ITS, Apropro, Credit Loss Management System, Remedy, Netrix, Tellabs Titan DACS, Premisys IMACS, Hypercom MegaNAC and numerous proprietary UNIX based software applications for transaction processing, circuit switching and data routing, Loan Status Manager, Loan Management Workstation, Vision, Byte, and Point, Sharepoint, Issue Tracker, LPC and PEGA

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