Customer Service Systems Analyst
Resume:
JASON K. RIEG
LAGO VISTA, TEXAS 78645
**************@*****.***
SUMMARY
A highly motivated individual seeking sales, customer service leadership or analytical position to utilize personal and professional strengths. Vast knowledge of mortgage and loss mitigation solutions for mortgage loans. Exceptional communication skills. Highly reliable individual who can meet and exceed deadlines. Proven leadership in system administration, system analyst, customer service and sales.
PROFESSIONAL EXPERIENCE
Cornerstone Servicing, Denver, CO 2021-2024
Systems Analyst Team Lead
Responsible for Building the Servicing Platform for this major lender from the ground up to functional in three months, then responsible led cross functional teams from a technical and process perspective to successfully bring mortgage loan servicing “in-house”.
Set up of new systems for Cornerstone Servicing to be able to service mortgage loans including system configurations and establishing security templates for MSP, First American, Transunion, Mortgage Connect, Venture and Newcourse.
Assessed the benefit versus cost for vendors and 3rd party system providers.
Subject matter expert on all ICE, Black Knight, products and implemented the single sign on umbrella for the new Servicing Team.
Learn to put together reports using Passport as well as developed skills in SQL to pull information.
Developed OLLW process including coding new and custom letters. Set up new print vendors as well as monitored inhouse letters.
Developed new security templates and task queues and trained different business units in workflow processes.
New American Funding, Austin, Texas 2016-2021
Servicing Systems Analyst I and II
Responsible for setting up system access for employee onboarding as well as report development catering to loan servicing.
Set up of new vendors in tax and insurance including development and implementation of reporting and System access.
Give access to multiple systems in ICE, Black Knight, as well as 25 additional vendor applications.
SME on all ICE, Black Knight, products under the single sign on umbrella.
Learn to put together reports using Passport as well as developed skills in SQL to pull information.
Took over OLLW process. Developed coding to submit letters to print vendor as well as developed process for tracking all parts of the letter process.
Work in a task queue in ICE, Black Knight, to make system changes affecting COVID forbearance, name changes to system, modification work outs and other processes as needed.
New American Funding, Austin, Texas 2015-2016
Escrow Specialist II and III
Responsible for the development, and implementation, of all aspects of the escrow portion of loan servicing. Maintains open communication with vendors and borrowers in order to resolve problems.
Built process for tracking Lender Placed insurance and refunds.
Developed process with cash team to handle checks that are for the escrow account as well as for inspections.
Work from a task queue consistently completing a varying array of tasks in a timely manner.
Work monthly in order to complete mass escrow analysis, answering questions from escrow team regarding the analysis.
Answering questions via email from borrowers as well as internal questions from servicing and origination.
ONEWEST BANK FSB, Austin, Texas 2011-2015
Underwriter Loss Mitigation
Calculate Borrower income and present complete files for secondary review for the HAMP, HARP, as well as in-house workout alternatives. Responsible for analyzing customer mortgage accounts to resolve delinquency by proposing loan modification, short sale, deed in lieu or other workout options.
Review of income and property documentation as it relates to mortgage options.
Responsible for working through multiple documents and income streams to correctly calculate income.
Prepare daily reports to management of pipeline.
Meets and exceeds quarterly production and quality goals.
Communicated via telephone as well as email to Customers to facilitate loss mitigation programs and meet deadlines.
Customer Contact Associate I and II
Responsible for telephone contact with Customers regarding mortgage payments, escrow, insurance as well as analyzing customer mortgage accounts to resolve delinquency by proposing loan modification, short sale, deed in lieu or other workout options.
Inbound calls of approximately 50+ per day
Understanding and communicating mortgage documents, updating system notes, discussing foreclosure dates, and taking payments.
Proposed workout options to Customers and analyzed stated income and expenses.
Meets and exceeds quarterly production and quality goals.
Promoted each time eligible to next level
CASHWAY BUILDING SUPPY, Leander, Texas 2000-2011
Yard Foreman
Run a large lumber yard with Supply Drivers and Management to effectively meet both Company and Customer needs. Experienced working with both vendors and Customers, meeting supply and demand of both.
Accounting and reporting inventory of supply levels of product. .
Responsible for securing the best price on products ordered.
Prepare and oversee the filling of orders and ensure accuracy of orders going out to Customers.
High Performing Salesperson. Easily identifies needs of customers compared against product of Company and determines best product.
Fork Lift Operator with a safety track record of 8 years accident free.
EDUCATION
Lago Vista High School/Austin Community College
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