Jessica Kinchen

Mortgage Servicing Default Bankruptcy Specialist

North Little Rock, AR 72114

adsw5w@r.postjobfree.com

+1-501-***-****

NMLS CERTIFIED, PACER and CM/ECF creditor approved filer in approx 80 bankruptcy district courts, Lead/Trainer experience in Customer Service, RISE, QA team project experience, proficiency with software including Microsoft Office Suite of applications, excellent critical thinking, problem solving and decision judgement, effective time-management skills and the ability to work in a fast-paced environment, team-player attitude with the ability to prioritize tasks and work independently, working knowledge of VM Virtual Hardware, ASPECT, VISION, CRM, Cisco Jabber, SharePoint, Internet, Windows 10, Social Media, Skype, loan mortgage and bank servicing, medical, legal terminology, data analyst, fax, copier, printer.Typing skills 55 to 60 wpm. Willing to relocate to: Dallas, TX - DeSoto, TX - Houston, TX Authorized to work in the US for any employer

Work Experience

Mortgage Servicing Default Bankruptcy Specialist

Arvest Central Mortgage Company - Little Rock, AR

April 2021 to Present

NMLS certified

ESSENTIAL DUTIES AND RESPONSIBILITIES

Perform all the duties of a Customer Relations Specialist as they relate to loans in bankruptcy and document system with appropriate bankruptcy information and status to reflect bankruptcy notification. Prepare Mfrs, POCs,and Reaffirmations for clients requesting relief, and also work with Foreclosure, Loss Mitigation, and REO departments of bankruptcy open/close filings. Analyze bankruptcy plan to determine appropriate course of action and maintain accurate records pertaining to pre- and post-petition payments during the period of the bankruptcy case. Prepare appropriate documentation to submit to bankruptcy court or attorney’s office as well as prepare and submit bankruptcy referral packages to attorneys, maintain and monitor bankruptcy cases according to established guidelines. Advise attorneys of delinquencies or discrepancies requiring additional legal action.

Prepare accurate calculations for reinstatement and/or payoff to provide to bankruptcy courts as needed. Document all actions taken, including telephone conversations, e-mails, plan confirmations, agreed orders and so forth. Maintain any system coding necessary to identify alerts or special messages regarding bankruptcy issues.

Review all mail, faxes, and e-mails responding in a timely accurate manner. Maintain organized filing system and routinely file all correspondence or

documentation for each case file.

Perform daily data maintenance required for utilization of bankruptcy reports to monitor bankruptcy actions and timelines to ensure compliance with bankruptcy regulations.

Process for payment all invoices and bills for services related to attorneys’ fees and costs, property inspections, appraisals, property preservation and so forth. Work with and maintain positive relations with attorneys, outside vendors, bank associates, and others. Discuss sensitive personal financial circumstances in a frank, yet tactful, manner.

Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls;

report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

Mortgage Servicing Customer Care Representative

Arvest Central Mortgage Company - Little Rock, AR

December 2018 to April 2021

ESSENTIAL DUTIES AND RESPONSIBILITIES

Answer internal and external calls and work calls from the message center and respond to customer requests within established timelines in order to maintain service level expectations with regards to:abandonment rate and the calls average-speed-to-answer rate. Verify caller identity through the authentication procedures set forth by federal and/or state regulations. Provide information and knowledgeable assistance regarding mortgage loans by retrieving customer loan information quickly and efficiently.

Follow escalation procedures to address customer concerns to identify and report possible threats made towards the company and/or other associates.

Accurately track and document all communications with customers to provide a detailed history of contact. Documentation should include all pertinent information from conversation (s) as set forth by the department policies and procedures.

Research items and follow-up with customers in a timely manner. Work with bank associates, prior mortgage companies or other mortgage associates to obtain the necessary information. When applicable, provide written responses to customer inquiries for general documents, research requests, copies of file documents, etc.

Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately. Explain policies and procedures courteously and patiently. Remain cognizant of opportunities to further strengthen the customer relationship by identifying a potential need and referring the customer to the appropriate division within the company. Participate in outbound call campaigns to include:welcome calls, product service awareness, and various other company contact efforts.

Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity. Facial Salon Assistant

BBarnett - Little Rock, AR

October 2017 to December 2019

Personal Assistant to Facial Salon Manager:

Book/Verify appointments for facialist services I. E, facials, waxing, chemical peels, microdermabrasions, scrubs, makeovers.

● Order supplies for salon, track sales and document inventory received.

● Meet and Greet clients providing amenities prior to services.

● Set up, launder, stock, and maintain esthetician private rooms.

● Display and arrange salon and beauty products for store. Beauty Consultant

Merle Norman Cosmetics Studio - Little Rock, AR

October 2017 to December 2018

Provide makeup services, demo beauty products and process sales transactions. Data Entry Specialist

Robert Half Office Team - Little Rock, AR

February 2015 to September 2017

Manage and train 6 admins temporarily as in the day-to-day work function of the enrollment processing area for assigned product/service.

● Monitor performance in relation to service level agreements and implement work process improvements.

● Review and oversee the workflows and processes for entering and maintaining enrollment information in the appropriate systems.

● Develop, implement and maintain production and quality standards for the enrollment team.

● Monitor relevant enrollment dashboards to demonstrate current activity.

● Serve as SME (Subject Matter Expert) and resource to Enrollment.

● Coordinate and resolve any reporting or systems issues with Corporate IT.

● Investigate and resolve complex enrollment and data issues and determine downstream impacts.

● Respond to state complaints regarding member eligibility and enrollment records or provide information to respond to those issues.

● Monitor escalated and complex enrollment issues due to processes and recommend improvements for automation to reduce errors.

● Generate internal ad-hoc reports and analysis as needed.

● Partner with department leads on operational enhancement opportunities. Admin Assistant/Receptionist

DOGGETT FREIGHTLINER - North Little Rock, AR

June 2015 to October 2016

● Providing exceptional customer service to everyone including all new and faithful customers in person and over the telephone, company personnel, and visitors.

● Assisting Administration department with various projects, IE., HR, Sales, Finance, Parts, Service

● Distribution of mail, opening and responding to emails, preparation of FedEx and UPS packages.

● Enter new hire information into company database: medical, dental, vision, life insurance, and terminations Make updates and changes to database and manage information as directed.

● Adherence of all confidentiality rules, laws, regulations. Member Services Representative

State Universities Retirement Systems (SURS) - Champaign, IL November 2012 to June 2014

temp via Adecco

• Provided professional customer service to over 217,000 SURS members worldwide, employer contacts, member contacts and outside entities: providing accurate and complete information by utilizing all

available resources.

• Maintained database management for appropriate member demographics by way of on-line computer (Windows 7/8) entities and corresponded with other MSR's when making requests and inquires, via email, inbound and/or outbound phone

calls.

• Assisted members during Benefit's Choice membership enrollment and insurance inquires, with questions requiring documents for enrolling

or opting-out.

• Initiated first reports of member's request for documents and refunds: researched and provided follow- up via phone or written

requests.

. Maintained quality control and satisfaction records; quickly and effectively solved customer challenges. Education

Associates Degree in Computer Science

Southern Technical College - Little Rock, AR

Skills

• CUSTOMER SERVICE (10+ years)

• AS/400 (5 years)

• CRM (5 years)

• WINDOWS 9/10 (3 years)

• EXCEL (5 years)

• Data analyst (5 years)

• Microsoft Word (10+ years)

• Outlook (5 years)

• PowerPoint (1 year)

• Insurance Precertification/PreAuth (5 years)

• Insurance Verification (5 years)

• Data Entry (10+ years)

• Administrative Assistant (3 years)

• Research and gather information (10+ years)

• Retail Sales (5 years)

• Microsoft Excel (10+ years)

• Mortgage Servicing (2 years)

• Microsoft SharePoint (3 years)

• Makeup Application

• ICD-9

• CPT Coding

• Financial Services

• Customer support

• Technical support

• Analysis skills

• Time management

Awards

Call Center Certificate

September 2001

Recognized for Highest Call intake with lowest lost call ratio Employee of the Month Clerical Assistant

March 1995

Completion of hard work, great communication and attitude as employee for Ark Dept of Health HIV/ STD Division.

Certificate of Completion of Medical Terminology courses March 1997

Completion of required employment Medical terminology courses @UAMS. Certificate of Completion of ICD9 and CPT coding

March 1997

Completion of required employment coding courses@UAMS. Arvest Ambassador Award

December 2019

Acknowledgement of demonstrating Arvest Culture of open communication, hard work, problem solving, family values with helpful, giving and caring attributes in the work environment . Handling Difficult Customers and Situations

November 2021

Completion of course on how to handle, respond and resolve difficult customers within certain scenarios with tips, tools, and modules.

Certifications and Licenses

NMLS

April 2021 to February 2022

April 21-present

• Nationwide Multi-State Licensing System and Registry, a federal record system for licensing and registration of financial services in the United States.

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