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Customer Service Mortgage

Des Moines, IA
April 24, 2021

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**** ***** ******* *** ***

Urbandale, IA 50322


I have a diverse background in Bankruptcy, Claims, Foreclosure, Collections, Auditing, Credit, Excellent Customer Service to and Research.

I enjoy being part of a team and working on my own. Bringing a team together is important as well as encouraging individuals to excel on their own. I can adapt to ever changing processes and believe that the more I learn the more valuable I am to my Employer. I am always willing and ready to learn and grow. At National Bankruptcy Services, I am recognized as one of their top performers in all three positions I have had.

I also helped develop processes to handle large volumes of files to aid in completing as many files as possible during heavy volume months.

My three Supervisory References from National Bankruptcy Services are below: Holli Jennings - Former Manager 515-***-**** Amanda Cipale - Current Supervisor 515-***-**** Sincerely,

Judi Roach


Objective: To use the knowledge I have gained as a Bankruptcy Coordinator II, Loan Counselor, Customer Service, Administration and Auditor to move forward with a growing company to grow and become an asset to my company, co-workers, and experience new opportunities. PROFESSIONAL SUMMARY

I am a top-producing professional who accelerates results by driving co-worker morale and adapting to ever-changing processes. I am creative and flexible with various career experiences in customer service, bankruptcy, litigation, claims, credit bureau searches along with reporting & compliance. I am an exceptional communicator with impeccable customer service skills and my peers respect me. I also maintain a high quality for attention to detail along with excellent verbal and written communication skills. SKILLS


Strong Problem-Solving Capabilities

High Level of Accuracy/Attention to Detail

File Monitoring

Procedure Implementation

Exceptional Communication Skills


Critical Thinking

Litigation and Legal Terms/Processes

Outlook/Excel and Word perfect

10 key


National Bankruptcy Services (May 2009 to Present Day) West Des Moines, IA

Bankruptcy Auditor

With NBS, I have been lucky to train in all of our departments. We are a small department that Services foreclosure and bankruptcy for a variety of Mortgage Companies and Banks. Selected by US Bank as top performer and recognized as one of their Most Valuable Employees.

Continuously exceeded monthly production goals by 35% to ensure company budget set By corporate.

Implemented new strategies to ensure compliance of metrics set by and audited by Corporate.

Developed team building exercises to helped boost morale and aid in completing as Many files as possible during heavy volume months. I worked in all our departments in the last three years to get a full understanding of our Processes including auditing, docket monitoring reports, Social Security Reporting for our Military debtors and our referral team.

I am a Referred Litigation Services administrator. I am the go-between local counsel and US Bank in the filing for Motions for Relief, Agreed Orders, Affidavits, and similar legal Paperwork for Chapter 7 and 13 bankruptcy cases. I also review and approve agreed Orders for debtors wishing to maintain their mortgages. We service the foreclosures for Mortgages and Banks. I am the go between the client and their Attorneys. I create the paperwork to send to attorneys to create the motion to file with the Courts for foreclosure on US Bank’s home mortgages. I then review and approve the Motions and send to US Bank for review and approval. I have 60 days from referral to Completion to get a finalized package filed with the courts. I aid in the filing of all legal Documents for our CH 13 and CH 7 paperwork including motion for relief, agreed orders, Affidavits and loss mitigation. I run daily social security reporting for our military debtors In addition, work docket-monitoring reports daily. Client Relations Representative/Loan Specialist

Oct 2004 to May 2008 Citi Home Equity Des Moines, IA USA I processed second mortgages for brokers. I was a liaison between the underwriters, Processor, closer and broker. I must know every facet of the loan process to Resolve any issues quickly and smoothly. I have developed wonderful Relationships with my brokers and account executives. I worked mostly with The Midwest MN, IA and NE and then was moved to work the NY and NJ area. I Request documents we need from the brokers and occasionally from the account Executives if there is no response from the brokers. I have underwritten stated Loans up to $150,000.00. I was chose to be on a pilot program for 3 months as A special project and received an award for outstanding performance out of Hundreds of other crr’s. I am now on the 1st mortgage side pre-processing 1st Mortgage loans until my last day of May 15, 2008.

Bankruptcy Representative

JAN 2000 - OCT 2004 Principal Residential


Des Moines, IA, USA

Obtain accurate and appropriate information to provide to our borrowers and Attorneys during our phone conversations. Need to make sure our loans are Removed from Bankruptcy and Foreclosure is notified within 30 days of the Relief order. Review Bankruptcy plans timely and makes sure appropriate actions are taken to ensure we are adequately protected. File our proof of claims and Amend them timely to ensure the Trustee will pay us in Full. Follow state Guidelines to ensure we file relief in a timely manner and that we object to any Plan that does not adequately fund our proof of claim. Work our LENSTAR system To ensure we contact our attorneys in a timely manner and make sure all steps are taken in orderly fashion. Apply all debtor and trustee payments to the loan Accurately and timely.

Foreclosure/Bankruptcy Representative

JAN 1996 - JAN 2000 Principal Residential


Des Moines, IA, USA

Monitor and analyze loans that are in Foreclosure and Bankruptcy. Follow Procedures and investor guidelines to ensure the minimum loss for each Delinquent loan. Extensive problem solving with external vendors such as local counsel, Trustees, insurers, investors and borrowers by use of verbal and written Correspondence. Calculate foreclosure bids and buy downs. Order and process Necessary property preservation to protect our interest in the property. Order And process appraisals and broker price opinions for the Bankruptcy and Foreclosure.

Collection Counselor

JAN 1995 - JAN 1996 Principal Residential


Des Moines, IA, USA

Answering a toll-free Melita system and helping borrowers with their default Payments. Setting up repayment plans and educating them with loss mitigation Programs if applicable.

Education High School or GED - Business and Accounting Abraham Lincoln High


MAY 1986

GPA: 3

Additional Info

I worked for Principal Financial Group for seventeen years. I started in the mail Room, and worked my way up to a Disability Claims Rep and then moved into The Residential Mortgage area at Principal Residential Mortgage. Unfortunately, Principal Residential Mortgage was sold to Citigroup. I worked with Citi Home Equity as a Broker Client Representative processing home equity loans and was Transferred to work the 1st mortgage loans as a preprocessor before the Company closed. I am currently employed with NBS as an Auditor. I am now looking for a job that is challenging and rewarding. I am open to try Anything new and ready to broaden my future with another company. I am seeking a full time, permanent position with the opportunity to utilize my Eagerness to learn in order to perform to the best of my abilities. I am Interested in a position that offers continuing, professional growth and possible Advancement.

In every position, I have learned the importance of Customer service, problem solving, organizational skills and being a team player. I am self -motivated, capable and quick to learn new tasks, dependable In addition, very efficient.

I look forward to the opportunity of meeting with you and starting a possible Future at your company.

Contact this candidate