Customer Service Project Manager

Angelica N. Spirakis

Cell – 843-***-****

Email – *********@***.***

Education: University of South Carolina Bachelor of Arts

Cognate: Banking/Finance/English

CORE COMPENTENCIES

Agile Training Six Sigma Training Regulatory Compliance Policies & Procedures Business Processes MSP Servicing Platform including Customer CareNet Process Improvements Loan Servicing MS Office Suite

ADDITIONAL QUALIFICATIONS

Customer service oriented Excellent communication and presentation (both oral and written) Strong attention to detail Analytical skills Ability to prioritize, manage various work initiatives Flexible Extremely organized Strong partnership record and ability to build effective business relationships Capability to work independently and in a team environment

PROFESSIONAL EXPERIENCE

May 1, 2022 – Present– Truist Bank

Greenville, South Carolina

Vice President/Tax Information Reporting Manager

Yearend Tax Reporting

oSupporting Testing of Yearend functionality within the different lines of business including MSP/Mortgage to adhere to IRS regulations

oReporting various IRS forms on behalf of Trust to the Internal Revenue Service/IRS to adhere to IRS regulations

Supporting 64 difference business under the Truist umbrella to ensure IRS reporting is completed

Successfully reported/balanced 7.2 million IRS forms out of 7.5 company wide

oAssisting businesses along with Mortgage/MSP on any negative reporting from IRS via B-Notice to research any items that would need adjustments to the system

January 1, 2020 – April 30, 2022 – Truist (fka BB&T)

Greenville, South Carolina

Vice President/Project Manager II/Mortgage Loan Servicing

Training Staff/ below functions due to transitioning of processes to 10 people

oYearend Tax Reporting

oDisaster Relief

oCustomer CareNet/CCN

Assisting Staff

oBlack Knight conversion/mapping for both heritage of BB&T and SunTrust to one MSP platform

oCustomer Service with issues for clients on CCN

oAssuring tax reporting 2020 for hBB&T was successful with IRS reporting

oIRS new forms to ensure information is captured correctly within MSP for new screens

June 19, 2017 – December 31, 2019 – BB&T now Truist

Greenville, South Carolina

Vice President/Cross Functional Coordinator/Mortgage Loan Servicing

Yearend Tax Reporting Coordinator

oEnsuring a successful tax reporting cycle, making improvements to our tax reporting correction process, and leading the effort to make full use of MSP tax reporting functionality for the 2018 tax reporting cycle

oCoordinating with Performing and Non-Preforming loans line of businesses to ensure success year end process

oReviewing MSP reports to ensure all 1098s and 1099s are processed correctly

oIRS/FIRE uploading original/corrections to the government for mortgage on 1098s and 1099s

oResearched/implemented additional requirements States (District of Columbia) for IRS/State combine reporting and other direct IRS 1098s or 1099s per State requirements

oEstablished procedures and user guide for Yearend Coordinator

Disaster Relief Process Owner

oReviewing FEMA sites to ensure disaster IDs for individual assistance are obtained to assist our clients

oExecuting disaster relief processes and the sustainable implementation of the process

oUpdating/documenting MSP Disaster Workstation

oCreated FAQs for our clients on what to do before/after a natural disaster – worked with Marketing and Digital to have information out on “U”

oEstablished user guide for process

oEstablished flyers for Phone Reps and Branches to assist our clients in a natural disaster

Working with Marketing to ensure communication is displayed for our clients on a digital platform

Customer CareNet (CCN) Administrator

oServing as administrator for the CCN application

oTesting enhancements to CCN

Socialized these enhancements in Stakeholder’s meetings

oEnsuring client issues are resolved in a timely manner

oMaintain audit report for CCN users

oUser guide on quarterly audit attestation

April 1, 2008 – June 14, 2017 – JP Morgan Chase (aka WaMu)

Florence, South Carolina (April 2008 – June 2014/site closure) / Columbus, Ohio (June 2014 – June 2017)

Project/Manager/ Strategic Business Analyst I

Escrow Administration; Special Loans; Assumptions and Name Change

Strategic analyst supporting Escrow Administration with various initiatives (main projects: assisting in rewriting letters for better customer experience and bridging the gap with LOBs, Legal, Compliance, Change Management, Marketing and Print Vendor/GDBS).

oStreamline PMI letters to empower clients with more information resulting in a decrease in client’s complains by 43%

Project Lead for Dodd Frank/CFPB initiatives for Assumptions

Project Manager on MetLife acquisition and service releases for Military Processing; Special Loans; Assumptions and Name Changes

Project Manager on Escalated Customer Complaints/OCC initiative supporting Military Processing; Special Loans; Assumptions and Name Changes.

Created reports for Special Projects to track completion and report to senior management

Created Quality Audit (QA) reports for Special Loans (such as SCRA; HELOC; ARM Loans; Balloon and Special Products)

Wrote quality audit controls for Special Loans business units for internal audits

Trained Quality Assurance team to ensure specifications QC were followed per REG AB and management

Compiled reports for scoring QA to report to business units to pinpoint issues needing more training within teams

Created reporting structures for ARM Loan projects to report to senior management

Supported FNMA Letter initiative for ARM; STEP and Buydown loans for Special Loans ARM Teams to stay within the FNMA guidelines

Created reporting structures for CoreLogic initiative for detail loan issues and results for Special Loans

Assisted with MSP conversion from 3 platforms to 1 for performing loans

December 1, 2006 – March 31, 2008 – WaMu (aka Washington Mutual Bank)

Florence, South Carolina

Special Loans

Assistant Vice President/LS Manager II

Maintain integrity/servicing of ARM Mortgage Loans

Knowledgeable/Maintenance of Indices (such as Libors; Prime Rate; etc.) from multiple publications and investors

Complete modifications for Loss Mitigations (delinquent loans); Consumer Direct (current loans); and Re-amortizations (ARM and Fixed Loans)

Evaluate and research customer/investor issues via telephone/correspondences

Motivate, train and schedule work for staff

Compile and report statistics for productivity, quality, revenue, and service to Senior Management

July 2001 – November 30, 2006 Washington Mutual Bank (Washington Mutual aka Fleet Bank)

Florence, South Carolina

Optional Products Department

Assistant Vice President/LS Manager I

Managing 52 Optional Vendors and their products within MSP system

oCoordinating EDI transmission within MSP

oEnsure vendor monthly payments were submitted for each product

Facilitating meetings and assist WaMu Insurance Service

oOptional Issues (external/internal clients)

oUpcoming Campaigns

Train, motivate and scheduling for staff

Maintain integrity of servicing portfolio of 6 million loans

Analyze, identify and research customer concerns via telephone and written correspondence

Compile and report statistics for productivity, quality, revenue and service to upper management

Create/Maintain Departmental: Business Recovery Plan; Procedures; Manuals

Assist Legal Department with research on insurance litigation

Conversion team member for systems FiServ to MSP on Optional

September 1999 – July 2001 Fleet Bank (Fleet Mortgage)

Florence, South Carolina

Customer Service

Senior Section Manager/Tax Liaison

Quality Monitoring of Customer Service Representative

Maintain Department standards via monitoring volume of incoming calls and availability of representatives

Train, motivate and scheduling for staff

Maintained staff scheduling for the customer service area

Researched and handled tax issues

Create/Maintained Disaster Business Resumption Plan for Customer Service Area

July 19, 1998 – August 1999 Fleet Bank (Fleet Mortgage)

Florence, South Carolina

Manager/Assisting Senior Vice President on Special Projects

Responsible for Acquisitions and Servicing Releases for Tax and Insurance Departments

Conducted Due Diligence Audits for Insurance Department

Worked as Back up Manager for Taxes and Insurance Departments

Chairperson for the United Way Campaign (Florence Site)

Managed Optional Insurance Area while manager was out on leave

Acted as Project Impact Disaster Awareness Corporate Representative for Fleet Mortgage in Florence County

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