Preservation Specialist Customer

Patricia Duncan

**** *. ******** **., *******, AZ 85048

Phone: 480-***-****

*****.****@*****.***

OBJECTIVE

Seeking a challenging, team-oriented position within a successful banking organization with the opportunity for advancement.

MAJOR ACCOMPLISHMENTS

Promoted from Operations Legal Specialist 1 to Operation Legal Specialist II in 2017. EXPERIENCE

Sr Specialist Customer Assistance Team

April 2021 to September 2021

Santander Consumer USA, Mesa, AZ

Works with auto loan customers who are experiencing hardships and assists them with appropriate solutions. Work with my team with weekly QA /QM sessions to maintain compliance and improve CSAT under regulatory guidelines. Balances active listening skills, empathy, attention to details and making decisions based on risk and guidelines. Analyzes loan and pay history effectively to help customers with modification and extension programs. Ops Legal Specialist II

January 2016 to April 2021

Wells Fargo Bank NA, Chandler, AZ

Performs a variety of time sensitive tasks for Legal Order Processing, including using multiple online systems to analyze and research levies and writs to determine specific courses of action. Utilize various methods for validating data, processing and pledging customer accounts. Provide training as needed, developing an understanding of legal documents and laws that govern levies and writs in various states. Contacts appropriate government agencies, internal departments and stores as needed. Works under minimal supervision following established procedures. Corresponds with agencies via email and phone to review escalations. Home Preservation Specialist 2/Loan Adjustor for FHA/VA/USDA October 2011 to January 2016

Wells Fargo Home Mortgage, Tempe, AZ

Analyzes customer's financial documentation and recommends strong solutions that will assist borrowers in improving their financial situation. Serves as the single point of contact to borrowers and/or agencies whose loans are delinquent or at high risk for delinquency. Recommends home solutions to maintain homeownership including HAMP, in-house modifications, or repayment plans. If all retention options have been exhausted, discuss liquidation options including short sales, deed in lieu, etc. Responsible for analyzing the borrowers financial situation and making recommendations on loan modifications/workout options to resolve delinquency. Communicates with borrowers and/or agencies of loan modification decision, current status, options, timelines, coordination touchpoints, and borrower obligations through the process. Also responsible for collecting monthly mortgage payments. Funding Specialist

February 2011 to October 2011

AccountTemps/Americredit, Phoenix, AZ

Performs credit investigation, analysis, verifications and audits all documentation required to complete the lease funding processes, according to the company's policies and procedures and state regulations. Provides quality customer service to the dealerships, credit centers and customers while ensuring potential risk is minimized for the company through thorough accurate verification. Ensures all credit decision requirements, documents and/or stipulations are followed and/or obtained. Meet monthly goals and deadlines with team support. Takes heavy inbound calls in a call center environment with buyers and dealerships inquiring on funding status. EDUCATION

Milligan College, Johnson City, TN

1995 May 1995 Education

Majored in early childhood education

SKILLS

Knowledge of Hogan, MSP, ER, Microsoft Office, Quickbooks, CPW, Powerpoint, Banker Insight, Evision, Excel and Salesforce.

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