MONIQUE T. GREGORY

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

Greensboro, NC 27455

ado1j2@r.postjobfree.com

336-***-****

QUALIFICATIONS

Ten years of mortgage servicing experience including, research, payment posting, and leadership. I am a dedicated team member contributing as an asset with my collaborative skills, customer focus, and determination to operate in excellence. PROFESSIONAL EXPERIENCE

Bank of America, Greensboro, NC June 2010-Present

Title MLO-Loan Service Specialist II, Workflow Coordinator

• Filtered, formatted and distribute daily payment posting reports

• Complete a cursory review of the payment reports to identify any discrepancies prior to distribution.

• Perform random quality control functions for timeliness and accuracy.

• Handle work flow responsibilities for multiple processes simultaneously.

• Ensure timely responses to escalated issues and line of business partners.

• Handle complex research items using various systems if needed.

• Reviewed and provided updates to procedures when required.

• Oversee end of day processes including business partner requests completion, security of NPI information, and reconciliation functions.

• Quality scores in 2015 averaged 100% monthly for payment processing across three systems of record and two posting applications.

• Proficient in the following bank related systems and applications: ALS (Advanced Loan System), AS400 (iSeries), RMS

(Recovery Management System), CREW (Consumer Real Estate Web) Servicing, FDES, WOLF, EPW (Exception Payment Workflow), MSP, ILA (Intranet Letter Application), BOSS, Image view, and CIWI. USPS PRS PR SPC TMP, Greensboro, NC May 2007-March 2010 Human Resources Representative

• Received inbound calls from USPS team members with inquiries in regards to their career movement.

• Assisted team members with completing the required documentation for job postings and other human resource functions.

• Provided call information for management when inquiries were received by the support team.

• Serviced team members by the entering research tickets used to resolve issues concerning benefits, union dues, and other requests.

Duties: While at the Human Resource Shared Service Center I received inbound calls from Employees requiring assistance with eCareer, I assisted employees with completing their candidate profile, In addition I provided job information to employees that were looking for current position that require more detail information for the position They were seeking. I also receive calls for assistance related to JBM, OM, and PA issues. I prepared a daily log of calls that are received from our support team, I have gained valuable experience in the use of various systems, such as Remedy, EPAH, Eagan and CMS. This includes researching and creating Remedy tickets for Federal Employee Health Benefits, Union Dues Enrollment, Military Buy Back, Civilian Buy Back and SCD. I have been able to strengthen my organization skills by looking-up employee information to find out the location where there paperwork should be maintained in their Official Personnel File. Through the retirement process, I assisted employees in the preparation of their upcoming Retirement. Bank of America, Greensboro, NC September 2004-May 2007 MLO-Loan Service Specialist

• Processed payments for mortgages, lines of credit, and automobiles.

• Met all Service Level Agreements concerning payment posting timeliness.

• Top Performer for payment processing pertaining to payment posting accuracy and quality.

• Supported Team Manager by providing accurate statistics from my daily productivity while conducting other BAU routines. Mortgage and Auto Loans. Process FDES entries, Daily Balancing, Make files with appropriate information needed. Photocopy stat sheet, spreadsheet and documents as required. Perform multi task daily. Work well within a team, and other business partners. Systems used to perform duties were, boss, Crew, Coin, Wolf, Image view, Microsoft, Excel and Word. Vanderbilt Mortgage, Greensboro, NC November 2002-September 2004 Account Service Representative (Collections)

• Worked in a collections call center arranging suitable arrangements on delinquent accounts.

• Complied with all FDCPA regulations concerning debt collecting.

• Offered various methods to cure delinquent accounts when customers experienced financial difficulties.

• Organized the most challenging cases files to ensure timely disbursements of notifications, physical visits by our representation, and any manager approvals that were required. AT & T Wireless, Greensboro NC September 2001-November 2002 New Account Services Representative

• Received calls from customers and dealers to obtain mobile phone service.

• Generated credit applications; research and verify confidential information to determine activation.

• Managed up to 60 or more calls daily for customers and dealers. Box Board Products, Greensboro, NC August 2000-September 2001 Sales Service Representative

• Answered inbound calls from customers needing assistance in buying corrugated cartons.

• Estimated prices and generated quotes for customers.

• Accepted custom orders that require measurements knowledge and mechanical skills from a designer's needs.

• Provided price quotes for general need of in stock items already precut made to fit. EDUCATION

East Orange High June 1990 - August 1990

East Orange, New Jersey, USA Education Level: Post-graduate certificate Subject: Word Processing/ Typing

South Stokes High School June 1981 - June 1984

Walnut Cove, North Carolina, USA Education Level: High School Graduate SPECIAL SKILLS/ASSOCIATIONS

Bank of America: Certified for SOJT COACH, Perfect Attendance Awards, Associate of the Quarter Award, multiple recognition certificates from management, peers, teammates, and business partners for operational excellence. AT & T Wireless: Moment of Excellence Award for Providing Exceptional Customer Service. Merchants Tire: Perfect Attendance; Employee of the Month for the State Of North Carolina. Civic Activities: Participated in the Human Race, Meals on Wheels for the Elderly. Health and Fitness: Certified in Standard First Aid, Blood Borne Pathogens and CPR/AED. Certified Personal Fitness instructor

References Available Upon Request