Customer Care Servicing Specialist

JENNIFER R. CLARK

Cover letter & Resume (June ***0)

JUNE 10, 2020

Contracted Employee Randstad/Wells Fargo Bank NA/ October 2019 to April 21,2020- Operations analyst 2/ Repricing mortgage team; duties included taking Sales calls regarding pricing changes, reviewing refinanced mortgages where borrower requested "better rate" to confirm new pricing rates following WF guidelines before new paperwork was signed, Access database projects, writing procedures, research and remediation of loans pending in system for correction. (laid off due to Covid) February 2019 to September 2019: (personal time for husband’s multiple life threating surgeries) Contracted Employee Robert Half /Wells Fargo Bank NA/ August 2018 to January 2019- Customer Care and Recovery Coordinator/Life Events team: took calls and received letters from people who were part of a mortgage and a death occurred where a payoff or refinance must occur. This could be about, child, trust, etc. responsible for handling job from start to finish including a request of payoff quotes & worked with state entities.

April 2018 to August 2018: semi-retired and discovered I WAS NOT READY FOR THAT STAGE. Contracted Employee Palmer Group /Wells Fargo Bank NA/December 2017 to March 2018 -Loan Servicing Specialist 4: Researched any mortgage attempting to pay in full where either the borrower or authorized 3 party did not remit sufficient funds. Once issue was found; called and postal mailed a detailed description detailing why additional funds were needed. If no resolution in 48 hours; either applied funds to loan and kept mortgage active or returned funds to remitter. While in training, took notes and once I began working independently, I began to document a training manual/training outline for the team to use for future new hires. I also designed an Excel worksheet that would do the work the team had been doing manually which saved our team 20 minutes per file in processing time.

Wells Fargo Bank NA/ May 2017 to November 2017/ Senior Customer Care and Recovery Group coordinator- Handled any compliant which came to the Office of the President to research, resolve and explain to complainant. This could involve any person who had any type of account with WF, such as deed holder, credit card member, personal loan, etc. May have also involved Trustee or Attorney, if in bankruptcy. Work to resolve all concerns within 10 business days and explain to complainant both by phone and postal mail. Contracted Employee Palmer Group/ Wells Fargo Bank NA/June 2015 to January 2016/ Research & Remediation Analyst- Researched any WF mortgage headed for foreclosure to be sure we were in correct lien position, as once loan defaulted judgment granted at foreclosure sale of assets to be paid based on lien position. Also worked with states, cities and counties to correct any deed, if applicable prior to foreclosure sale.

Cognizant Technology Solutions/August 2012 to March 2015 /Co Captain and Senior Quality Assurance Analyst: work with my team as an aid to my manager on day to day oversight of the QA team. These responsibilities included: planning adequate resourcing of team(s) and appropriate size of QA items to ensure we met the client's defect acceptable goal; participated and lead continuous process and quality improvement projects; guaranteeing to client and management all defects were corrected to mitigate risk; insured on time delivery of work and procedure updates as well as needed training; ensured that all new team members had adequate

/equipment and training resources Technical Trainer. Also completed Knowledge Transfer training in Manila to a new team of employees. While in The Philippines, I trained on the work process as well as the BIG Picture of the client. Also, shared the Quality Control for this new work process they were learning. ING aka International Netherlands Group/ July 2002 to August 2012/Senior Quality Assurance Specialist: Cognizant acquired me as an employee buyout as part of their agreement with ING to be a third-party vendor. I held this title from 2008 to 2012; prior to that I began as a Licensing processor, contracting agents to sell life insurance and annuities for the company. I then moved to the Agent Background team where we processed background checks for these agents wanting to sell our products and from there moved to the QA team.

Principal Financial Group/ February 1980 to July 2002: Started as benefits processor, moved onto be team lead, trainer, administrator of group benefit pension plans, assistant manager. Education: West Central High School - Stuart, IA August 1976 to January 1980 Skills: Microsoft Word, Excel, & Visio, Special Projects, Six Sigma, Risk Management, Retirement Planning, Employee Benefits, Acceptance Testing, Project Planning, Call Center, Quality Assurance, Business Process Improvement, Research, Analysis, Leadership Development,Microsoft Access-creating, testing, improving data for repricing so WF could stop manual calculations.