Customer Loan
Resume:
Sheila J Davis
Columbus, Ohio **224
614-***-**** HM
614-***-**** Cell
***************@*****.***
SUMMARY: A financial service specialist with extensive banking and financial services experience. Proven problem-solving abilities with strong written and oral communication skills. Proficient with Microsoft Office Suite, Internet Explore. Recognized for providing the best possible service to internal and external customers and outstanding work ethic.
PROFESSIONAL EXPERIENCE
2016 to 2019
Chase Bank, NA
Know your Customer (KYC)
KNOW YOUR CUSTOMER ANALYST
Gather and analyze data from a variety of sources, to conduct a KYC review of consumer and business account holders. Work with multiple lines of business which include but not limited to the branch banker, quality control analyst and senior KYC analyst. Utilize research skills to effectively write and produce a clear and concise review of the account holder to assess the risk to the Chase Bank organization.
Chase Bank, NA
2013 to 2016
Telephone Banking, Columbus Ohio
Assist 50 to 89 customers daily as a Senior Service Specialist, effectively resolve simple to complex issues which add to a positive customer experience for the Chase customer. Act as a liaison between less experienced telephone bankers and customers. Follow departmental guidelines and procedures for tracking and entering customer complaints for required auditing guidelines. Recognized by management as a top performer.
Chase Bank, NA
2004 to 2013
Chase Home Finance, Columbus Ohio
HOME OWNERS ASSISTANCE
Conduct daily research in a timely manner utilizing data base systems, and reports to resolve rejections of loan modifications documents, and workout options, determine best action to resolve rejects and commutate findings to appropriate team or department.
Analyze borrower financial information to determine if borrower qualifies for a loan modification, repay plan, special forbearance or a partial claim, worked with Relationship Managers to acquire missing or needed addition financial information.
Review loan modification documents to ensure documents have been received a in recordable condition that meet or exceed investor guidelines, make follow up with borrowers to request additional items when needed, research and correct exception items.
Processed 125 to 235 loan modification documents on monthly, opened routes to waive fees and charges.
Review pass due mortgage accounts for late payments and collect pass due funds
Contact borrowers and other external parties to resolve issues regarding pass due accounts
Maintain a work load of 890 mortgage accounts, assist co-works when needed
Post 10 to 20 repayment plan checks, respond to customer inquiries via phone and in writing, work with customers to make sure that they understand the repayment plan
Contact customers to collect late payments via phone and in writing
Prepared 20 to 35 file folders per department guidelines and time frames
Sorted mail, faxes, and internal mail and distribute mail to negotiators and managers
Chase Bank, NA
2003 to 2004
Chase Manhattan Mortgage, Columbus Ohio
HOME LOAN DIRECT
Prepare 8 to 10 loan packages, update information in system, order 10 to 15 title and appraisals for refinance and purchase loans contact external and internal venders vie phone fax, and louts notes.
Contact borrowers and external venders to obtain needed documents for the loan files.
Respond to customer inquiries via phone, fax and louts notes, assist the Home Loan Analyst
Submit files to underwriter to clear loan conditions for closing, and funded loans
Bisys, Columbus. OH
2000 to 2003
RECONCILIATION ASSOCIATES Fund Services
Balanced as many as 200 customer wire, electronic and cash and checks transactions per day. Achieved quality standard for timely postings.
Prioritized and grouped work at month end to handle over 1,000 customer trades. Matched monies to trades to evaluate funding status.
Documented work procedures and created instructions to access databases. Created tips and hints to research outages and prepared examples to explain complexities. Provided phone numbers of key contacts.
Volunteered to write procedures for new employees and wrote updates based on workflow changes.
Selected to audit the reconciliation work of 15 employees involving approximately 195 accounts. Identified a weakness in the audit trail documentation. Recommended an appropriate solution.
Researched and resolved 10-15 unprocessed trades per week. Identified sources of problem including processing, settlement and fund errors. Issued timely corrective actions and returned cash as appropriate.
Trained three staff members and received cross-training to backup four different funds.
Received two perfect attendance recognition.
1998 to 2000
The Huntington Bank, Columbus, Ohio
SENIOR TRUST ACCOUNT CLERK 2000 - 2000
Responded to customer request to transfer money to and from the omnibus account. Identified information needs. Gathered documentation and signatures to initiate transactions. Followed up to ensure transactions were completed.
COMMERCIAL LOAN PROCESS ADMINISTRATOR 1999 - 2000
Completed 5-10 loan requests per day via an on line system keying and processing. Worked with agents to research and correct accounts.
Posted an average of 20-25 payments per day.
Promoted to Senior Trust Account Clerk position within 12 months.
PROCESS SPECIALIST - Operations 1998 - 1999
Met all product and quality standards to research and resolve internal and external banking errors.
Responded to customers and bank personnel via phone and in writing.
Promoted to Process Administrator within 12 months.
EDUCATION
Sinclair Community College, Dayton, Ohio
Completed 2 years while working full time
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