Customer Service Team Leader
Resume:
Nevico Thompson
Fort Worth, TX *****
********@*****.***
Professional Summary
I am dedicated to maintaining professionalism and integrity. Very effective at maximizing customer service while exceeding individual performance goals. As a customer-oriented person, I focused on increasing production, minimizing downtime and costs while maximizing overall efficiency. Also, a motivated Goal-oriented and multitasker who excels as a team leader that offers vast knowledge of banking regulations and compliance procedures. I have excellent interpersonal, organizational and managerial skills with a positive attitude and excellent work ethics. Work Experience
Seasonal Flex Associate
Amazon Distribution center-Mansfield, TX
November 2024 to December 2024
Worked Flexible hours for the Holiday sorting parcel Using scanners to read bar codes on boxes
Viewing prompts on screens and following directions for some tasks Troubleshooting problems/Sorting packages placing in proper areas preparing them to go out for delivery Ensuring that product meets quality requirements and coordinating production and shipping schedules Confirming goods and/or merchandise information and ensuring that they match that of the work order Lifting and moving boxes under 30 pounds
Loss Mitigation Specialist (On-site)
Newrez-Coppell, TX
April 2024 to August 2024
Handle inbound and outbound calls from homeowner and authorized 3rd party customers regarding loss mitigation workout assistance options and process. analyzing, and underwriting routine individual consumer reports while gathering information. Communicate professionally verbally and respond to emails encrypt on the matter and status. Reviewing credit bureau information, collateral assets reports, tax returns, financial monthly statements, Declaration Insurance pages on the properties, Homeowners Association documents and other supporting documentation if required.
verify customer financial and property data.
Reviewing modification documents on Service Desktop System seeing what options are available while performing the waterfall method on server.
These options consist of payment plan, Forbearance, modifications, Deed in Lieu and Short Sale while managing portfolio.
Processing payments, resolving delinquency and enter research request on customer credit issues, updating account status record.
Ensure necessary steps are taken to resolve modification discrepancies within established deadlines. Performs related duties as assigned by management. Comply with all federal, state and company regulations while handling multiple loan types including FHA, VA, USDA, FNMA and Conventional loans both in refinance and originations departments. Systems used were DU (Desktop Underwriter)/LP (Loan Prospector), Black Knight,
Business Analyst/ Compliance Review Operation (Remote) Treliant Risk Advisors LLC.-Dallas-Fort Worth, TX
August 2016 to March 2023
· Responsible for analyzing and testing loans that are requisitioned; making sure that all Bank and State Regulations are Compiled to the process. Making a smooth transition.
· Identify GAPS between the applications and business requirements and provide solutions by either changing the business process or customizing to accommodate the client's business process.
· Attend and facilitate day-to-day meetings with management to update reports, assign roles, determine project SLA'S etc.
· Using Multiple Systems and Data Points to Validate Research Requests, which included Vendor,
· Post foreclosure documentation and Loan Modification Approvals and Declines.
· Provide guidance to associates within their own unit regarding procedural, technical and/or operational changes.
· Reviewing Loan Modification for accuracy and missed opportunities that could have been used to assist borrowers and provide our findings to the SEC, FINRA and OCC.
· Analyze pending issues and assess mitigation vs. litigation resolutions and communicate with attorneys on a daily basis to discuss needed documents and possible mitigation or litigation strategies.
· Review incoming and outgoing files for legal exposure and forward them to Corporate Legal when necessary.
· Ensure monthly follow-ups are completed on all active problem resolution files and provide resolution of at least 15% of active portfolio on a monthly basis and complete all other duties as assigned by management.
· Review, research and resolve problematic issues during the foreclosure process.
· Reviewed closed loan files for Data validation and Government monitoring purposes.
· Comply with all federal, state and company regulations while handling multiple loan types including FHA, VA, USDA, FNMA and Conventional loans both in refinance and originations departments.
· Systems used were DU (Desktop Underwriter)/LP (Loan Prospector), Black Knight, AS400, Vendorscape, Desktop Originator, Credit Bureaus, Innovis, Microsoft Share point and SCRA Military Database.
Mortgage Loan Processor/ Business Analysts (Remote) Tata Consultancy Services (TCS)-Dallas-Fort Worth, TX September 2020 to January 2023
Responsible for analyzing loan documentations manage an assigned pipeline of 35-60 plus loans on a daily and weekly basis. Process loans from application to closing. Collecting and analyzing documents to submit to Underwriting for final approval
Communicate professionally verbally and respond to emails encrypt on the matter and status. Reviewing credit bureau information, collateral assets reports, tax returns, financial monthly statements, Declaration Insurance pages on the properties, Homeowners Association documents and other supporting documentation if required. Check assets documentation resolves routine title issues if there are any for clarification along with any other issues. Maintain daily workflow to ensure pipeline management meets the required closing dates by prioritizing. Order all required documentations and follow-ups (communicate with all parties authorized) Verify customer income (W2, Awarded SSI Letters, Profit and Loss) assets documentation, resolves routine title issues if there are any for clarification along with any other issues.
. Comply with all federal, state and company regulations while handling multiple loan types including FHA, VA, USDA, FNMA and Conventional loans both in refinance and originations departments. Debt Collector
ProCollect Incorporated-Dallas, TX
March 2020 to March 2020
(Covid-19 unexpectedly ended the full time position)
· Responsible for handling past due accounts with debtors inbound/outbound manual.
· Maintain accurate documentation. Implementing company policies and procedures.
· Manages escalated files appropriately by providing an articulate and complete response.
· Comply with all federal, state and company regulations while handling the accounts. Back End Collector
Regional Acceptance Corporation (Temp Agency Cornerstone Staffing )-Arlington, TX November 2018 to August 2019
· Managing inbound/outbound delinquent accounts manually or on dialer.
· Initiating calls on delinquent and past due accounts offering solutions to bring the account current to prevent recovery and losses.
General duties consist of maintaining accurate notes, skip tracing, reporting fraudulent activities if found, educating the customer and bringing the account current and up to par.
· Meet individual goals and team goals.
· Addresses any borrower question or concern. Oversees escalated files appropriately by providing an articulate and complete response.
· Comply with all federal, state and company regulations while handling the accounts. Business Analyst (Remote)
SitusAMC-Dallas-Fort Worth, TX
April 2015 to September 2018
· Reviewing and auditing loans from all mortgage services that are acquired by other servicers.
· Designed and Developed test strategy, test data and test plans for the ETL process on FNMA, FHLMC, VA and USDA loans.
· Testing of Mortgage servicing domains which include Customer, Vendor, Investors and other clients master Data.
· Supports all departmental functions associated with the analysis, maintenance and formulation of recommendations for new applications and system upgrade enhancements. Maintenance and Validation of Customer and Vendor Master Records.
· Work on multiple projects through multiple business units and processes through negotiation, coordination and communication.
· Identify GAPS between the applications and business requirements and provide solutions by either changing the business process or customizing to accommodate the client's business process.
· Attend and facilitate day-to-day meetings with management to update reports, assign roles, determine project SLA'S etc.
· Using Multiple Systems and Data Points to Validate Research Requests, which included Vendor, fails, Post foreclosure documentation and Loan Modification Approvals and Declines.
· Provide guidance to associates within their own unit regarding procedural, technical and/or operational changes.
· Reviewing Escrow, Loan Modification for accuracy and missed opportunities that could have been used to assist borrowers and provide our findings to the OCC.
· Analyze pending issues and assess mitigation vs. litigation resolutions and communicate with attorneys on a daily basis to discuss needed documents and possible mitigation or litigation strategies.
· Review incoming and outgoing files for legal exposure and forward them to Corporate Legal when necessary.
· Review, research and resolve problematic issues during the foreclosure process. Reviewed closed loan files for Data validation and Government monitoring purposes.
· Comply with all federal, state and company regulations while handling multiple loan types including FHA, VA, USDA, FNMA and Conventional loans both in refinance and originations departments.
· System used were Encompass 360, DU (Desktop Underwriter)/LP (Loan Prospector), Black Knight, AS400, Vendorscape, Desktop Originator, Credit Bureaus, Innovis, Microsoft Share point and SCRA Military DataBase
Underwriter I US Bank
OPex-Now LLC-Dallas, TX
March 2016 to July 2016
· Analyze loan documentation for accuracy to determine credit worthiness decision of possible mortgage fraud or money laundering; review creditworthiness and adhere to the regulations and compliance requirements.
· Verify the income and employment information of the applicant; review the mortgage applicant's credit history and credit scores.
· Examine assets accounts for mortgage transactions; prepare the necessary forms and worksheets issues for credit approval by using the waterfall.
· Communicate to the account manager on the creditor's decision and ask your loan amount questions to address issues on outstanding items required for credit approval on FHA loans. ● Review Dodd Franks, MLE's, CBR's, and other supporting documents.
Systems used were DU (Desktop Underwriter)/LP (Loan Prospector), Black Knight, AS400, Vendorscape, Desktop Originator, Credit Bureaus, Innovis, Microsoft Share point and SCRA Military Database.
Drive Time Financial August 2013 to April 2014
Back-end Collections/Repossession / Modification Team
· Managing inbound/outbound delinquent accounts manually on backend 43-95 days delinquent.
· Assist with Front-end and back-end Underwriting/Modification of auto loans while ensuring compliance with appropriate company.
· Initiating calls on delinquent and past due accounts offering solutions to bring the account current to prevent recovery and losses.
· General duties consist of maintaining accurate notes along with meeting company standards of daily quota in workload, skip tracing, repo reviewing, reporting fraudulent activities if found, educating the customer and bringing the account current and up to part.
· Meet individual goals and team goals.
· Comply with all federal, state and company regulations while handling the accounts. Foreclosure/Loan Processor/Affidavit/Compliance/Title Releases JPMorgan Chase-Coppell, TX
March 2011 to July 2013
• Responsibilities consist of reviewing Loss Mitigation activity working with Chase attorneys and legal advisors upon reviewing files to make sure all measures have been offered and exhausted; making sound decisions on whether to postpone or proceed with foreclosure before submitting affidavits.
• Examine loan documentation for accuracy and completeness while working with loan originator, relationship management, Title department/companies, Underwriter, Escrow Companies and other production staff to secure all required documents while under the Underwriter review. Maintain a sound Knowledge of FNMA, FHLMC, VA and USDA on risk assessment tools used to decide mortgage loans.
• Making sure that the process was conducted within the local, Bank and State laws upon reviewing and identifying all those final steps of Loss mitigation before making the decision to proceed with Foreclosure.
• Affidavits that are correct are signed and notarized on site, within the department, forward to quality analyst for review before forward to the attorneys to proceed with the Foreclosure process in the Court of Law. Onsite Notary for the State of Texas.
Loss Mitigation Operations Specialist Foreclosure Review Unit Dept JPMorgan Chase-Lewisville, TX
July 2010 to February 2011
· Responsible for handling daily work flow that consists of prime, non-prime and investor loans (FNMA, FHLMC, VA, USDA, HAMP)prior to the loan being summated for foreclosure proceedings.
· Reviewing accounts that are on either modifications or short sale; making sure that all documents such as contract offers, RMA's, and necessary documents that should be up to date. Setting up tasks either to postpone or to proceed with the foreclosure.
Loan Origination Unit Review Debt.
JPMorgan Chase-Irving, TX
January 2009 to July 2010
Responsible for providing training and coaching to associates regarding different program guidelines while monitoring the process of creating a loan.
· Gathered information as a loan processor (MLO) from that was provided from the customers.
· Request for credit report and analyze all documents before forwarding them to the underwriters. Communicate with appraisers, title companies and underwriters.
· Input information into the system is timely to ensure all documentation completely verified and comply with the company policy meet crucial deadlines for the farm on any additional duties by management.
· Making sure that the process was conducted within the local, Bank and State laws upon reviewing each document under RESPA.
· Making sound decisions on financial and operational requests concerning the customer adjustment in income.
· Communicate directly with the customer in regards the modification, discuss other options with the customer if the modification is declined.
· Gather and prepare files for review.
· Experienced in calculating income (self-employed, wage earnings and obtaining profit and loss documents) along with additional documents that are required to modify the loan.
· Make good sound judgments on credit decisions based on the lender's criteria.
· Make sure all steps were taken from the Loss Mitigations Department; to keep Buyers in their homes before submitting an affidavit to proceed on Foreclosure. Forbearance Dept.
JPMorgan Chase-Irving, TX
October 2007 to January 2009
· Responsible for providing training and coaching to associates regarding different program guidelines while monitoring Forbearance, HAMP, BAU and MHA accounts on a stipulation payment plan for Loss Mitigations; enforcing the terms of agreements to the clients while they are under the strict plan.
· Initiating calls on the plan making sure that the client does not default nor jeopardize their account by any means.
· Offering solutions such as modifications, payment plans to bring the FNMA, FHLMC, VA and USDA loans current to complete the plan and bring out of foreclosure status.
· Making sure that the Modifications, Stipulations documents were received and signed by clients that were offered assistance along with processing payments in the MSP system.
· General duties consist of maintaining accurate notes, skip tracing, processing payments from clients, researching misapplied payment.
· Research any lender placed policies, working side by side with the Underwriters in Loss Mitigation.
· Do supervise talk offs when needed, train new hires and monitor their work; give feedback on job performance when needed, educating the customer and bringing the account current and up to part activity.
· Meet and maxed individual goals and team goals.
· Comply with all federal, state and company regulations while handling the accounts.
· Systems used:
· Audit, Reporting and Compliance, Mortgage Banking, Quality Control, Claims, Collections, Mortgage, Escrow
· Servicing, LARP, DataBase, LPS Invoice, HomeTracker, CoreLogic,SmartWeb, Assurant,
Neighborhood
Watch, FileNet, LSAMS, Excel, Navigator, Essent, PMI, Online, Hermit, Archer, MS SQL, MS Office,
· DU/LPS Foreclosure database, Outlooks, Urban, MSP, Encompass 360, Vlookup, LenderLive,
AgentDesktop, Default Workflow, Sharepoint, Checklist, Stewart, Iportal, Loan Modification Portal, Cocis,
Windows, Run Davox Dialer/ Aspect Campaigns for Collections, LexisNexis, Backend Manual Collections Dept
Santander formerly Triad Financial/CitiFinancial/ T-Fort Worth, TX August 2000 to June 2007
Jan 2006-Jun 2007
·
· Handling inbound/outbound delinquent accounts manually or on dialer. Initiating calls on delinquent and past due accounts offering solutions to bring the account current to prevent recovery and losses.
· General duties consist of maintaining accurate notes, skip tracing, reporting fraudulent activities if found, educating the customer and bringing the account current and up to par. Meet individual goals and team goals.
Addresses any borrower question or concern. Handles escalated files appropriately by providing an articulate and complete response.
· Comply with all federal, state and company > regulations while handling the accounts.
· Handling inbound/outbound delinquent accounts manually or on dialer. Initiating calls on delinquent and past due accounts offering solutions to bring the account current to prevent recovery and losses.
· General duties consist of maintaining accurate notes, skip tracing, reporting fraudulent activities if found, educating the customer and bringing the account current and up to par. Meet individual goals and team goals.
· Addresses any borrower question or concern. Handles escalated files appropriately by providing an articulate and complete response.
· Comply with all federal, state and company > regulations while handling the accounts. Front-End Team Lead Supervisor
Citibank (Citi) Auto division-Bedford, TX
August 2000 to December 2005
· Managed and trained a group of 15 collectors out of 80 in the Dialer area of Front End Collections that handled calls on delinquent accounts; and complete accurate notation on system. Initiate calls from customers and provide a resolution to the situation when necessary.
· Counseling customers on debt structures and making suitable arrangements to keep the account from either defaulting or from.
· General duties include making decisions on modifications on loans, formatting and setting up payment plans to keep customer in the unit due to a decrease in income, monitoring loans for identity theft, monitoring advocates on calls, supervise talk off, prepare reports and processing payments from clients, researching misapplied payments.
· • Assist with Front-end and back-end Underwriting/Modification of auto loans while ensuring compliance with appropriate company.
· Give general weekly meetings to encourage the team, deliver performance status and company analysis on stats.
· Delivered performance feedback that consist of performance improvements, attendance, and developing action plans.
· Monitor representatives on their login system time along with phone time.
· Run and set up the dialer / mosaic campaigns along with carry out duties as assigned or requested by Team Manager, AVP, or VP of Collections. Comply with all federal, state and company regulations while handling the accounts.
Skills
• Cash flow analysis (7 years)
• Business analysis
• HIPAA (2 years)
• Project management
• Tableau
• Customer relationship management (10+ years)
• Analysis skills
• Microsoft Excel
• Merchandising (7 years)
• Insurance verification (10+ years)
• Management (10+ years)
• Payroll management (5 years)
• Leadership (10+ years)
• Agile
Certifications and Licenses
Certified Notary Public
April 2010 to July 2013
Additional Information
Greetings to whoever is reading this at this time. I took some time off in the year 2024 due to a death for my family and spend time with my father due to he has stage 4 cancer. He was a great Man and a Veteran USAF. I also had breast surgery done during this process time I took time to heal due to finding a mass. I am still a thriving energetic person and I’m looking for work. I am a team player, people person and a motivator. I am ready to work. If I have to start a customer service, all over again I will. There is no shame here I rather have work than the unemployed.
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