Customer Care Servicing Specialist

Anna Elizabeth Nitze

Columbus, Ohio

*********@*******.*** • 614-***-****

Goal-oriented professional with progressive experience in creating client satisfaction through attentive listening, effective communication, and delivery of appropriate solutions. Solid history of conflict resolution, time management, and adherence to principles of operational excellence and confidentiality. Skills & Competencies

• Quality Assurance & Control

• Research Methods

• Staff Training & Development

• Native Fluency in English & Polish

• Documentation & Reporting

• Continuous Process Improvement

• Strategic Planning & Analysis

• Administrative Support

Career Experience

Ohio Department of Health, Columbus, OH/PCG, Inc., Albany, NY Case Investigator, Public Consulting Group, Inc., March 2021 - April 2022 Contact Tracer, Ohio Department of Health, November 2020 - March 2021 Following extensive training by the Ohio Department of Health, deployed to local health departments across Ohio experiencing a surge in COVID-19 cases. Conduct interviews with exposed individuals and provide information on quarantine, available resources, and prevention. Follow-up with calls to monitor progression, send quarantine letters, and record information into the institution’s contact tracing system. As a Case Investigator, interview individuals with laboratory confirmed infections, gather information on their exposed contacts, and provide guidance on CDC recommended isolation and quarantine practices, prevention methods, and available resources. Send requested isolation and quarantine letters for schools and employers, log information into each of the institution’s record keeping systems. Mentor new hires in online training sessions. All work accomplished remotely from home office via Amazon Workspaces, Connect, Outlook, and TEAMS. Charter Communications, Inc. (Spectrum), Columbus, OH Inbound Sales Representative, November 2019 - March 2020 Provided new and additional internet, cable tv, and mobile phone services to new and existing Spectrum customers. Received award for highest mobile phone sales.

JPMorgan, N.A., Columbus, OH

Investment Servicing Specialist, May - August 2019 Managed workflow of new business submitted by Financial Advisors, reviewed applications, requested corrections, coordinated approvals from internal controls, transferred verified documents and checks to appropriate carrier/fund companies.

JPMorgan, N.A., Columbus, OH

Senior Specialist II, January 2013 - November 2018 Accomplished bottom-line results by leading procedure updates and process improvements. Carried out in-depth research and detailed accounting for charges posted to Corporate Advance. Organized training sessions for newly hired staff members with a focus on professional development and multi-skilled team competencies. Facilitated extensive payment records to aid legal proceedings while contributing to group activities in several servicing areas. Implemented strategic changes and participated in the overall functions of undeliverable checks flow management. Key Contributions:

Anna Elizabeth Nitze • Page 2

• Built an impressive record of advancement by returning $1M+ undeliverable payoff, escrow, and remediation checks to borrowers within the first year.

• Earned Top Producer Award in recognition of outstanding and impeccable performance. JPMorgan, N.A., Columbus, OH

Senior Specialist I, August 2009 - January 2013

Formulated written responses to correspondence from borrowers utilizing legal provisions in distressed situations. Identified and mitigated debt avoidance issues. Addressed huge volumes of Qualified Written Requests (QWRs) from borrowers, attorneys, and other authorized third parties. Key Contribution:

• Received several monthly recognition certificates from the management for producing qualitative work in a timely manner.

JPMorgan, N.A., Columbus, OH

Customer Care Specialist I, February - August 2009 Devised and delivered customized solutions utilizing direct sales strategies in offering repayment plans for delinquent mortgage accounts and loan modification alternatives. Key Contribution:

• Ensured accurate diagnosis and 100% swift resolution of all customer concerns. Additional experience Licensed Real Estate Broker (1984-1995), New York, New York. Education & Credentials

Pace University, New York, New York

The Juilliard School, New York, New York

Music Conservatory, Gdansk, Poland

School of Art and Design, Gdynia, Poland

Professional Training / Licensing

COVID-19 Contact Tracing Certificate, Johns Hopkins University (Coursera) Real Estate Broker, State of New York

Professional Affiliations

Affiliated with Several Prestigious Manhattan Realty Organizations (while holding license as a salesperson). After Qualifying for a Broker’s License, Worked Independently Specializing in Sales & Rentals of High-end Manhattan Properties, being responsible for General Management of Office: Training, Obtaining Listings, Advertising, Negotiations, Contract Preparation, and Liaison with Attorneys for Closing Purposes. Technical Proficiencies

Microsoft Office Suite (including SharePoint & Teams), Amazon Web Services (AWS), Cisco Jabber, Ohio Contact Tracing System (OCTS & ODRS), Ceridian Dayforce, Mortgage Servicing Package (MSP), Mortgage Banking Work Station (MBWS), Vendor Loan System (VLS), Customer Care Workbench (CCW), Financial Services Desktop

(FSD), Customer Assist (CA), Investor Information Database (LISA), Gateway, iVault, On Demand, Cognos, Lender Live, Lexis Nexis, WebER, HL Federated Search, LoanSphere

(LSP), IClear, CHASE ANSWERS, InfoSource, Wealth Management System (WMS).

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