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Customer Service Manager

Grayson, Georgia, United States
May 30, 2012

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Michelle Spires

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

Charlotte, NC 28105

Phone: cellphone 919-***-**** * cellphone 704-***-*****

As a Candidate providing stable and knowledgeable expertise in Accounting and Business Development.


* DU, LP, DO for decision assistance in processing residential mortgages.

* Utilize Sales and negotiation skills for residential mortgages.

* Calculated tax returns to determine income for self-employed borrowers.

* Reviewed Asset Documents and Paystubs to determine DTI qualification.

* Reviewed and analyzed residential appraisals to determine the LTV of the subject property.

* Reviewed Title Searches for accuracy and to determine first lien holder.

* Maintained General Ledger, Accounts Payable, Accounts Receivable and Bank Reconciliations.

Employment History

Employer: Placidity Investments, LLC

Title: Small Business Development Consultant

Location: Durham, NC

Duration: 7/2011- Present

Job Duties: Prepared automated accounting structures for small businesses. Prepared business plans and marketing plans for start up ventures and business expansions. Prepared tax returns for sole proprietors, LLC’s, S&C corps. Maintained automated payroll for 5 small businesses with a total of 150 employees.

Employer: LBPS Mortgage Servicing/ IBM, Inc.

Title: Mortgage Modification Analyst/ Investor Reporting Researcher

Location: Durham, NC

Duration: 11/2010 – 6/2011

Job Duties: Research rejected modifications from the primary investor to reconcile modification terms and conditions for servicer. Managed net calculations to bridge modification between the servicer (LBPS) and investor (FNMA). Developed Excel Spreadsheets to maintain daily pipeline and calculations. Efficient in PULSE, SCI and LAR/ Surf to maintain and reconcile borrower records. Utilized creative writing skills with Microsoft Word in proposal writing and negotiations of secondary marketing to the investors.

Employer: New Horizons Alternative School

Title: Elective Instructor

Location: Durham, NC

Duration: 3/2008 – 05/2010

Job Duties: Acquired Special education resources for academically challenged students. Provided resources for at- risk youth to accomplish public speaking ability. Instructed At-Risk youth in personal finance and entrepreneurial ventures. Mentored At- Risk youth between the ages of 15 – 22 in financial literacy. And coached at- risk youth in self-improvement, self-esteem and self-motivation.

Employer: Meta Bank

Title: Mortgage Account Manager/ Underwriter

Location: Mclean, VA

Duration: 6/2002-02/2008

Job Duties: Reviewed residential mortgage loan files for potential borrowers such as: Purchases, Refinance and, home equity. Managed accounts in the delinquent status. Configuring DTI for program qualification and verifying credit worthiness. Entered journal entries using Peachtree accounting software. As well as a mortgage software designed for Meta Bank to service mortgage accounts. Awarded Lending Authority of $635,000. Verified all details of prospecting borrower. Strong detail orientation. Payment posting, Light typing and 10 key punch. All duties performed in a high volume call center environment.

Employer: Bank of America

Title: Home Service Specialist

Location: Richmond, VA

Duration: 09/1999 - 06/2002

Job Duties: Awarded lending authority of $322,000. Managed pipeline of 70+ Loans. Utilized customer service skills by contacting the borrower daily through out the process of the loan. Ordered payoff, title search. Reviewed credit worthiness, calculated income. W2&'s, paystubs, tax returns and commissioned borrowers. Reviewed appraisals and ordered and reviewed title binder. Utilized and maintained all regulation laws and RESPA documentation. All communication transactions performed in a call center environment.


Major: Accounting/Finance

School: Kean University

Location: Union, NJ

Degree: Bachelors of Science

Completion Date: 12/1992

Major: Business Administration

School: Liberty University

Location: Online

Degree: Masters

Completion Date: Currently Enrolled

HONORS AND ACTIVITIES Treasurer of the Economics Society in College for 3 years.

References: Furnished upon request.

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