Customer Service Mortgage
Resume:
JENNIFER KERSHNER
Bonaire, GA 31005
***********@*****.***
OBJECTIVE
Determined, results driven professional offering 13 years of Administrative experience combined with banking, financial analysis, and business development skills. The ability to effectively prioritize and manage a broad range of responsibilities while working well under stressful situations. Applies and maintains organizational regulations, processes documents to ensure proper content and grammar. Looking to utilize my extensive administrative and financial analysis, and customer service skills at a well-established company.
PROFESSIONAL EXPERIENCE
Robins Financial Credit Union (Warner Robins, GA) August 2019-current
Mortgage Mitigation Specialist
Work with members to bring accounts current for mortgage and equity loans
Develops reports, and file claims with Investors or Mortgage Insurance companies
Generate letters and financial workout packages to members
Process incoming mail and distributes to appropriate area or person
Monitors Automated phone system and manages the incoming and outgoing call que
Successfully recovered over $80,000 of delinquent Mortgage Loans
The Cooling Rack Bakery (Lebanon, Ohio) September 2015-May 2019
Owner/Operator/President
Managed a yearly budget of over $ 250,000
Responsible for orders, returns and billing reports, maintained local merchandising and ordering, contracted with Vendors and agreements with Government Organizations
Provided all reports for daily, weekly and monthly figures for sales to purchases
Generated repeat business through exceptional customer service
Provided creative menu development and product selection expertise through feedback and sale trend analysis.
TATA Consultancy (Milford, Ohio) TCS September 2014-September 2015
Mortgage Closer/Trainer
Worked directly with clients to prepare and deliver training to Mortgage Closers
Documented process changes to implement into the system
Completed daily reports for closing team
Compiled assessments to ensure team is on track for knowledge delivery
Cole Taylor Mortgage (Wilmington, Ohio) December 2013-September 2014
Investor Reporting Coordinator
Completed monthly reporting to Investor Groups; ensured accuracy of loan level
Reconciled bank accounts against Investor Group general ledger
Completed new Investor pools/loans monthly
Ensured Investor account balances and any losses are adjusted accurately
Updated Policies and Procedures to ensure compliant with all Investor Regulations
PNC Mortgage (Miamisburg, Ohio) August 2002-October 2013
Supervisor II-Fulfillment and Closing
Supervised a staff of 10 employee’s which included Short Sale funds application, Deed In Lieu of Foreclosure, Charge Offs for all Investor’s
Completed weekly audit of time sheets to ensure accurate pay for staff
Reconciled General Ledger; completed Maintenance of the loan after a short sale closed
Monitored all money application within department, to include incoming and outgoing wires and validated that money is moved accurately
Led Monthly meetings with staff; addressing any concerns or issues within the team
Monitored daily reporting to ensure compliance within department/Investor guidelines
Developed Audit Checklist; ensured the team followed Investor guidelines & regulations
Updated all policies and procedures based on compliance, risk assessments, and other mandated requirements
Completed and maintained year-end tax forms on all completed short sales
Mortgage Operations Senior Closer/Pilot Career Advancement Program
Maintained a biweekly call with Federal Home Loan Mortgage Company (FHLMC) to ensure the charge offs where processed accurately and in a timely manner
Assisted Senior Management to develop new company procedures and training aids
Customer Counseling Construction Team Lead
Managed a 5-person team of customer counselors to assist borrowers with options and plans to avoid catastrophic defaults with their construction loans. Briefed the Collateral Management Team on organizational status and briefed metrics of success plans.
Completed weekly analysis for management detailing the number of outbound calls to borrowers and incoming calls from borrowers. Determine what the Right Party Contact Rate is for Collection Team.
Construction Lending Draw Team Lead
Assistant to Vice President (VP) of Construction Lending and VP of Construction Lending
Assisted the team with issues and worked with other supervisors for best results
Managed team work load to ensure they were providing best possible customer service
Communicated with all external and internal customers
Voss / Sterling Inc. August 1998 – August 2002
Clerical/ Office Clerk
Computer entry and processing all service orders
Provided superior customer service to all internal and external customers
Secretarial services and customer relations
Completed all monthly expense reports
PROFILE
Highly motivated and committed to quality and accuracy of work
Experienced in multi-tasking, excellent communication and organizational skills
Ability to learn new skills quickly and accurately with a patient and positive attitude
Outstanding customer service in a variety of different administrative positions
Dedicated to teamwork with the unique ability to build cohesive team
Contact this candidate