JUNISIA SHERMAN

PROFESSIONAL SUMMARY

Diligent results driver with more than ten (10+) years in the

banking/financial industry. Possesses a strong work ethical and analytical mindset with excellent computer knowledge, and decision- making skills. Effectively manages high-priority projects and takes pride in providing exemplary customer service. Strong skills in risk assessment/management. Sets clear objectives for team members and excels in areas of leadership, employee satisfaction, and training. Proven ability to improve revenue and expenses and grow the business to exceed set goals. Effectively manages multiple, high-priority projects and take pride in providing exemplary customer service. Persistent and determined and committed to delivering top-notch service. WORK HISTORY

Senior Client Service Manager, 06/2020 - Current

Morgan Stanley

• Established a company communications style guide to standardize internal communications and ensure documents were aligned and consistent with corporate messaging and priorities.

• Implemented and monitored loan processes to support contractual obligations resulting in increased revenue and client retention.

• Navigated cross-functional collaboration to deliver sales forecasts and align delivery with objectives and client expectations.

• Trained, led and developed client services team and instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.

• Managed existing and developed new client relationships, identifying risk and growth opportunities.

• Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.

• Investigated, documented, and submitted information to Quality Department about special incidents, events and complaints. Assistant Vice President Relationship Manager, 08/2015 - 05/2020 Fay Servicing LLC

• Improved effectiveness of departmental workflow process by implementing on time (3-month timeframe) and within budget an Dallas TX

469-***-****

aduqk1@r.postjobfree.com

SKILLS

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• Operational Records Review

• Customer Trend Analysis

• Client Interactions

• Client Relationship Management

• Operational Analysis

• Finance and Accounting Oversight

• Critical Thinking

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automated workflow system designed to eliminate or reduce lost paperwork and accelerate administrative processing.

• Focused on maintaining a 90 % to 100% high customer service level agreement pertaining to appraisals completed for mortgage home loans

• Manages fiscal resources, including development of and compliance with multiyear budgets that support strategic goals

• Ensured all loans were processed by standards of FNMA, FHLMC, FHA, VA, USDA guidelines. Communicated findings and remediation actions with business line managers when necessary.

• Prepared internal and regulatory financial reports, balance sheets and income statements.

• Enhanced operations by ensuring loan processes and organization of Post Funding checklist; performed error remediation and oversaw closing documents, verified dates and signatures, as well as payment of fees.

Business Banking Relationship Manager, 02/2014 - 08/2015 JP Morgan Chase Mortgage, Lewisville, TX

• Provided leadership and direction to grow team portfolio and increase revenue.

• Recruited, interviewed, hired, and trained 10 employees and implemented mentoring program to promote positive feedback and engagement.

• Monitored foreclosure loans to ensure actions completed accurately and in a timely manner according to investor/insurer, state, and regulatory guidelines. Conducted quality review of legal documentation (Deed of Trust, Notes, Title Policy, Settlement Statements, Property Appraisals)

• Review bankruptcy, foreclosure, payment histories, and escrow advances to determine accuracy of amounts owed by customer. Provide follow up with the attorneys and log all actions.

• Oversaw processes for special conditions, hardship requests and pinpointed ways to assist customers; negotiated for best remediation options for borrowers; followed underwriter investor requirements and audited loan files.

Customer Service Manager, 10/2012 - 05/2014

American Airlines, Fort Worth, TX

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags. Mortgage Loan Processor, 01/2009 - 01/2011

Citibank, Las Colinas, Texas

• Communicated with customers to keep them secure and verify necessary documents such as collecting employment and financial data, applicant's assets, current debts, and monthly expenses

• Aptly collaborated with all stakeholders to ensure approval of loan with focus on compliance, responsiveness, adherence to guidelines, and completion of loan process resulting in risk mitigation and customer satisfaction

EDUCATION

Collin County Community College District - Plano, TX Notary Public, State of Texas

SOFTWARE SKILLS

MSP Encompass Black Knight MS Office FiServe Tempo AUS LOS LaserPro TRID Salesforce FHA Connection Desktop Underwriter Loan Prospector BlackKnight Opus

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