High School Customer

Sonya Richardson

*** ***** ****** ****

Pflugerville, TX 78660

Home: 512-***-****

Cell: 786-0207

SUMMARY OF QUALIFICATIONS

Quick learner with an ability to achieve, assimilate job

requirements

Exceptional ability to effectively handle multi-tasks levels of

responsibility

Proven ability to work efficiently in both independently and team

work environments

Self-motivated, hard worker

EXPERIENCE

2011-present Foreclosure Specialist II/ Loss Mitigation One West Bank Austin, Texas

• Handle approximately 300 foreclosure cases from referral through the foreclosure sale date.

• Monitors foreclosure loans and ensures that foreclosure actions on individual accounts are completed in a timely manner, according to investor/insurer, state, and regulatory guidelines.

• Conduct a complete review of the foreclosure file to ensure all default timeframes have been met.

• Monitors the attorney’s performance by reviewing all proceedings, records and timeframes in addition to working all system/database activities throughout the foreclosure process

• Diligently follows up on all outstanding requests and telephone calls from internal and external customers

• Upon request, provides the attorney with accurate foreclosure figures, including reinstatement, payoff, and assumption figures which will be provided to external parties by the attorney. In addition, provide the attorney with accurately executed documents as requested.

• Actively reviews and pursues all loss mitigation alternatives in all appropriate customer circumstances and forward any potential customers to the appropriate Loss Mitigation Department for consideration.

• Send documents to be executed and notarized and update systems reflecting document completion.

• Performs required research on any loan with questionable items such as the application of payments, proper foreclosure notification, who to foreclose in the name of and any other situation that may arise.

•Provide follow up with attorneys as necessary, and log all actions

•Handle multiple phone calls and emails from attorneys and other LOB's

•Review and approve accuracy of the legal documentation that is submitted for recording to the legal court systems

2007-2011 Dispute Resolution Analyst ACS (Affiliated Computer Services) Austin, TX

• Review, investigate, and resolve customer’s dispute claims within bank’s policies and procedures.

• Analyze validity of customer disputes regarding credit/ debit cards transactions. Make independent decisions determining the process to be followed for all types of disputes scenarios including the more complex disputes received

• Process retrieval requests, chargeback’s, re-presentments, arbitration and compliance cases using MasterCard and Visa

Rules and Regulations, Mastercom and NICS systems

• Generate copy requests and chargeback reports through Visa Online and MasterCard Online

• Enter disputes information into database and monitor dispute files to ensure required timeframe and customer notifications meet required timeframes. Update and maintain all related departments

• Issue credits, debits, provisional credit and place disputed transactions into dispute status following Federal Regulation E

• Prepare and transmit the required case documents for chargeback cases to Visa/ MasterCard International.

• Work closely with Risk Management to identify fraud trends or suspicious activities

• Perform outgoing calls to customers regarding transactions verification and possibly fraudulent charges to cardholder’s account

• Send written communication to cardholders regarding status or resolution of their disputes.

2004-2006 Administrative Technician I Department of Family and Protective Service Austin, TX

• Provided Administrative and clerical support to Adoption supervisor and staff

• Interacted routinely with Texas Department of Family and Protective Services staff and the general public

• Filed, and maintain forms, records, and reports

• Opened, sorted and distributed incoming mail and prepared mail-outs

• Performed data entry, retrieval, and data searches by using Impact software and other electronic programs

• Answered and received telephone inquires regarding how to become foster and adoptive parents

• Faxed, Scanned, and Copied documents and forms

2000- 2003 Claims Processor National Heritage Insurance Co. Austin, TX

• Used prompt and effective claims service by complete processing of assigned claims in a timely manner

• Processed paper and electronic claims by examining, reviewing, coding and entering data into information system using standard policies, procedures and guidelines

• Researched claims to determine whether to pay, deny, audit or return claims that do not met Medicare and Medicaid guideline

• Contacted providers by Phone and letters to inform them of explanation of why their claims were denied and what additional information is needed in order to process their claim

EDUCATION

High School Graduate, Austin Community College Austin, Texas

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