Evening and Weekend Part-Time Professional Candidate
Resume:
Monica Dunham
Springfield, Ohio 45505
******.******@********.***
Home: 937-***-****
Work: 937-***-**** Ext. 5043263
EXPERIENCE:
**/**** – Present – EDI
**/****-**/2018 – Ocwen Research
oResearch and resolve potential complaints from customers or agents
oDetermine root cause of multiple call
oLog calls reporting three or more in a rolling 30-day time frame.
oResearch issues relating to a multiple call
oContact agents, customers or insurance carriers to resolve issues.
oAssign tasks to associates
03/2018 – Ocwen Complaint Reports
oCombs Report
Provide client with timeline
Provide root cause
Resolve issues on account
oDrill Downs
Determine root cause
Provide summary feedback to business units/client
Make necessary updates on account.
12/2017 - Trained Unit Manager
oProvided training/mentoring to Unit Manager on Ocwen Multiple Call
oAudited completed work
oProvided feedback
08/2017 - Root Cause Review
oReview loans for root cause error
oProvide mini timeline of error
oReported findings back to Operations Manager and Client
07/2017- 08/2017 - Borrower Impact Review
oReview loans for late/reinstatement fees
oReview loans for cancellations on policies
oSubmit Reimbursement request for fees paid
09/2016-10/2016 - Adding Lines - Special Projects
oAdd additional lines as needed to loan in Real Servicing
oMaintain current policies in Real Servicing
04/2014- 07/2016 – Wells Fargo Research
oWorked various tasks Wells Fargo Core
oWorked various tasks/research Wells Fargo Heloc
oIssue Free Form letters on various correspondence
oProvide timeline/research for CFPB Tracking
oReported CFPB findings back to management, client, and executives
oAssign Wells Fargo Heloc tasks to associates
10/2006- 04/2014 – Wells Fargo Reports
Flood Report Specialist
oWorked various hazard/wind/flood reports from client
oPrioritize workload
oSME Wells Fargo Flood
oSmartflow exception flood queues
oValidation flood queues
oMulti-task to meet deadlines
oCorrespond with management regarding workflow
oWork as a team player
oGapex mailbox
oTrain and mentor new associates
01/2010 – 03/2010 Wells Fargo
Wind Team- Special Project
oDelegated by Operations Manager to work escalated wind issues
oVerified lapses in wind coverage
oReported findings back to management, client, and executives on a daily or hourly basis
oWorked with associates from LPI to verify discrepancies in lapse information and lender placed refunds for wind
1/2003 – 10/2006 – Wells Fargo Hazard Processing
Hazard Insurance Specialist III / SR Processing Specialist
oUpdate policy information on LPS while maintaining a 100% quality and exceeding production
oWork client research mailbox for loans in need of analysis
oWork various reports for the Client such as flood comparison issues that require research on loans with illogical conditions
oPrioritize workload
oCorrespond with management regarding workflow
oWork as a team player
oTrain and mentor new associates
EDUCATION:
7/2007-05/2009 University of Phoenix
Associates of Business degree
6/1991 Northwestern Local US-Ohio-Springfield
General Diploma
SKILLS:
Customer Service
Excellent Communication Skills
Training/Mentoring
MSP/Blue zone/Director/Agilsource/Real Servicing
Smartflow
Track All
Excel
Word
Power Point
Achievements:
Leadership Development Program October 2007- October 2008
Approved suggestions for Man H report and DTE
SME Wells Fargo Flood
Perfect attendance
Quality club award
Recognition:
Bussey’s powerhouse award
Departmental processing award
Outstanding transition to the Ocwen Multiple Call Report
Outstanding Contribution to the Ocwen Multiple Call Team
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