Customer Service Management

SEAN GOODGAIN

**** * ****** ***, ******, CO *****

303-***-**** *********@*****.***

Summary of Qualifications

• Strong skills in Microsoft Word, Access, Excel and Power Point; Fidelity AS400; SBO2000 Master Servicing System

• Solid written and oral communication skills

• Highly organized, detail oriented and dedicated to accuracy with ability to work independently

• Performs required duties with a minimal amount of supervisor involvement

• Excellent analytical and problem solving skills

• Strong critical thinking and problem solving ability

• Quality driven with focus on customer satisfaction

PROFESSIONAL EXPERIENCE

Aurora Loan Services, Littleton, CO

Investor Analyst Specialist II

Facilitating the daily and monthly accounting remittance reports within an applicable required deadline. Providing timely resolution of all investor issues and reporting exceptions. Daily reconciliation of internal and external corporate accounts. Responsible for daily and monthly ACH wires in and out of Corporate and General Ledger Accounts. Successfully able to understand legal contracts and government regulation to manage the collateral of the investor and ensure servicing organizational compliance. Involved with daily analysis and coaching of corporate advance facility to team members. Constructed procedures for handling some internal functions reducing corporate exposure obligation. Daily exposure and communication with both technical and non-technical business partners in adherence to contractual terms. Direct interface with investor and applicable entities ensure adherence to all required remittance requirements. Execute mid-year and annual self assessments in order to increase job functionality and performance.

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SPECIALIZED LOAN SERVICING, LLC, Highlands Ranch, CO

Investor Analyst

Producer of all types of monthly management investor reporting under strict deadlines for Private Warehouse Investors and REMIC Securities; preparation and timely transmission of monthly investor remittances through the Treasury Department; complete in-depth reconciliation of monthly reporting to the custodial accounts within the assigned benchmark ; and completion of system transfer of loans by investors; preparation of buyouts and liquidation figures; resolution of any issues that arise with monthly reporting to investors; management of variance reports for each investor; completion of special projects as assigned within established timeframes. Research operational reporting or data issues and present solutions or process improvement to management. Performed monthly internal interest rate audits to improve the accuracy of loan value to limit financial loss. Develop and maintain productive relationships with private investors and manage their portfolio.

THE 1031 EXCHANGE EXPERTS, Greenwood Village, CO

Exchange Consultant

Utilization of experience and skills to meet, negotiate fees, and consult with clients in regards to structuring of tax deferred exchange involving various individuals, limited liability companies, partnerships, trusts and C corporations. Reviewed escrow instructions, title policies, and exchange documents for accuracy, completeness and conformance to prescribed legal requirements. Other duties included research of tax laws and court cases as well as federal guidance involving tax deferred exchanges. Problem solving skills and critical thinking used to provide the client with the best overall product for the client’s needs. Responsible for generating revenue for the firm through over 100 exchange accounts with balances ranging from 25k to several millions. Ability to administer guidance on several types of 1031 Exchange through the completion process. Implemented and executed regulator Federal Laws of a 1031 exchange. A member of product design and development to expanded operation into Mexico.

COMMERCIAL FEDERAL BANK, Denver, CO Customer Service Representative Lead

Maintenance of cash balances including performing credits/debits on customers’ accounts and monitoring of negative

account balances providing excellent courteous and friendly customer service to lobby and drive-through customers comprehension, knowledge and compliance with regulatory compliance issues. Mastered the ability to decipher the customer’s needs, come up with the best solution and then clearly communicate that solution to the customer. Liaison between customer and branch managers to resolve any accounting needs and product development. Assists assigned Team in correspondence with applicants to resolve questions regarding the loan application required to facilitate the loan request. Maintains an awareness of the changing environment within which the Bank is seeking business opportunities. This includes constantly changes in the competition, interest rates, and market conditions affecting cash flow. Ability to develop and maintain professional relationships with clients and customers while increasing branch revenue.

JANUS CAPITAL, Denver, CO

ACH Specialist /Jr. Research Analyst

Responsibilities included establishment of wire transfer links in a timely and accurate manner; maintaining

shareholders accounts and mutual fund portfolios; and training new employees within Department. Analyze statistical data and prepare financial models for portfolio management. Follow market trends and new products in the industry. Responsible for data and research requests through media sources. Used diverse programming, financial, statistical, and communication skills to accomplish daily tasks. Duties included applying and understanding of raw data to create modern portfolio theory statistics, regression analyses, consistency ratios, internal rates of returns, and fund cash flows. Completed tends and market analysis to identify the risk of a firms future and potential. Successful with several investment selection while achieving and meeting firms and invertors’ expectation.

Master Drive

Lead Drive Instructor Part-Time

Responsibilities include managing a driving range and instructing and mentor students on defensive drive methods.

Provided coaching and leadership to assistant coaches helping to further their career to a management position. Assist in the development of educating student drivers and providing them with the necessary tools to be successful on the road. Helped implemented a process of rating each clinics success and improvements to the daily productive. Recommended a solution to structure and monitor workface scheduling to help benefit workflow.

EDUCATION

Adams State College, Alamosa, CO

Bachelor Degree in Business Finance, Management, Economics, Administration and Small Business Management

Currently Enroll at Colorado State University – Masters in Management & Finance

Academic Dean’s List

Tau Kappa Epsilon Fraternity (College)

Phi Beta Lambda Fraternity (Business)

ADDITIONAL ACHIEVEMENTS

Aspen Grassroots Speaker

Qualifier for Olympic Trials in Track and Field

Corporate Special Olympics Coordinator

Personal Trainer & Coach

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