Customer Service Manager

Ann E. Eppolito

Flower Mound, TX ***** add1ih@r.postjobfree.com

516-***-**** linkedin.com/in/ann-e-eppolito/

Accomplished Customer Service Manager, with extensive experience in business operations and customer experience.

Key skills include:

Pipeline Management

Customer Service

Strategic Planning & Implementation

Project Management/Training

EXPERIENCE

JP Morgan Chase, Lewisville, TX 4/2008 to 3/2020

Vice President, Short Sale Home Lending Division (12/2015 to Present)

Manage Short Sale Customer Service/Closing teams to target goals of 95%, to an average of 97%.

Communicate to customers on requirements for a complete package and closing documents.

Reduced closing timeline from 88 days to 30 days improving customer satisfaction over 50%.

Review and reconciliation of the initial and final CD’s for closing to ensure approval terms are met.

Communicate to title, attorney and customer to ensure all are aware of any needs for closing.

Monitoring of pipeline for loans that are aging. Maintained goal of less than 10%.

Developed reports to monitor the pipeline; results were satisfactory internal/external audits.

Recruiting of staff.

Training of new and existing staff.

Promote “team consults” for all changes; resulting in Employee Opinion Surveys scoring over 95%.

Annual/interim reviews for management staff.

Line of business subject matter expert for all internal and external audit reviews.

Key contact for all lines of business for any escalations/complaints on delinquent loans.

Vice President, CA Operations/Borrower Assistance, Home Lending Division (6/2010 to 12/2015)

Managed a team upwards of 300 for processing and closing of loans.

Issued missing information letters to customers for requirements.

Upon receipt of the documents; review for completion and update core systems to reflect the status.

Submission of loan to underwriting for a final decision.

Reviewed complex loans and ensured that the process to seek any exceptions is followed correctly.

Developed reports to monitor the pipeline inclusive of aging and status in process demonstrating that there were adequate controls in place.

Ann E. Eppolito add1ih@r.postjobfree.com Page Two

Assistant Vice President, Default Control, Home Lending Division (4/2008 to 6/2010)

Manage a team of 65 to complete certain required tasks on imminent default and delinquent loans.

Analyze each loan to determine if there was equity in the property to move forward with foreclosure.

Established and implemented the appropriate policies/procedures ensuring timely and accurate review of accounts to meet bank and investor guidelines.

Championed the development, creation and validation of MIS business solutions to track, monitor and streamline the changes to fields in the system.

Ensure audits are responded to within required timeframes.

Subject matter expert between IT and LOB for implementation of enhancements to operating systems for LOB.

Indy Mac Bank, Irving, TX 7/2004 to 2/2008

Assistant Vice President/Regional Operations Manager Home Lending Division

Manage teams for origination of construction to permanent loans.

Processed, underwrote, closed and funded loans.

Ensure production goals were met. Average $30 million monthly.

Recruiting and development of staff.

Annual/interim reviews of management team.

Support other regions to assist in meeting monthly goals.

Foster growth of relationships internal and external by clear communication.

Promote “team consults” for recommendations to enhance the process or needed system updates.

Partner with sales teams to increase productivity levels.

Respond to customer service issues, escalation and complaints.

ADDITIONAL EXPERIENCE

Vice President/Operations Manager, Commercial Real Estate

Assistant Vice President, Risk Management/Asset Classification

EDUCATION

Associate of Arts (AA), Nassau Community College, Uniondale, NY

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