cash and trade process analyst resume example with 13+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Attentive Business Process Analyst skilled at reinforcing strong relationships with clients through both minor updates and major revamps. Talented at discovering untapped assets and leveraging unforeseen potential. Committed to finding and executing perfectly tailored process strategies for each client.

  • Customer Service/ Client Excellence
  • Public Sector Lockbox/ Operations
  • Strong proficiency in
  • Microsoft Office
  • REO (Real Estate Owned)
  • Computer/ Technical Literacy
  • SPOC (Single Point of Contact)
  • Leadership/ Management
  • Mortgage & Personal Loan Collections
  • Analytics / Research and Audits
  • Loss Mitigation
  • Call center operations
  • Cash handling/ accounting
  • Staff Training/ development
  • Process monitoring and logistics
  • Staff Supervision
Education and Training
ATI Institute Dallas, TX Expected in 01/2005 Certification in Graphic Design : - GPA :
R.L Turner High School Dallas, TX Expected in 01/2002 Diploma : - GPA :
Lake House Academy For Girls - Cash and Trade Process Analyst
Flat Rock, NC, 09/2016 - Current
  • Perform analytical procedures to detect unusual financial statement relationships that affect the client
  • Perform critical client facing processes such as workload transfers, financial reconciliation and file transmissions
  • Identify and communicate accounting and auditing matters to senior managers
  • Assist in staff development by providing feedback and holding one on ones with employees
  • Motivated and trained employees to maximize team productivity and potential
  • Welcoming new employees’ upon their arrival and give them a facility tour
  • Review error reports and provide information and suggestions for process improvements to management
  • Building relationships across the site to accomplish business objectives
  • This includes meeting and working with production support to improve and/or update systems used in the business
  • Building/ improving process items for a more streamline workflow
  • This includes the use of Microsoft tools and/or providing feedback on processes for batching, scanning and dispatch areas
  • Demonstrated strong teamwork skills such as compromise and cooperation by training associates on specific job functions
  • Created and implemented strategies for improving operational efficiency and accuracy
  • Provide support and guidance to management on effectively manage new opportunities on areas that might have unique compliance, audit and business risks
  • Creating excel based workbooks to improve consistency and productivity which is used on a daily basis
  • Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
Hilton Grand Vacations - Team Lead
South Lake Tahoe, CA, 12/2014 - 08/2016
  • CREST, SPOC, REO- SAFE ACT, Verify and submit posting instructions for REO assets sold for Citi Mortgage and Citi Financial using CITI DIRECT and REMEDY
  • Participated in the preparation and introduction of the Client Interaction Model
  • Initiate Corrective Action Plans (CAP) for REO Citi Mortgage and Citi Financial
  • Prepare onboarding kits (e.g
  • System accesses)
  • Create clear policies and employee handbooks that explain company operations
  • Led project teams, internal and external, to achieve project defined milestones and deliverables
  • Oversee compliance and performance monitoring of REO vendor relationships including audits and risk
  • Specialized reporting and data analysis as needed and requested by management using COGNOS, RESNET and other Citi provided systems
  • Take escalated calls and work with the client to find the best solution to resolve delinquency
  • Assist in initiating vendor payment using P2P (Procurement to Pay)
  • Collaborated with senior management to roll out the Client Excellence initiative
  • Prototyped new procedures and trained users on new software
  • Support management with assignments for agents by delegating expectations through weekly meetings and game plans for each week
  • Communication with workforce management to ensure dialers are operating within state guidelines
  • Resolving the most sensitive issues, while balancing decisions and the needs of the employees, the company and the clients
  • Creating the Agent Options Tool that has been implemented in Citi Financial North America
  • An Excel based noting tool for collection agents, which is available in the Citi policies and procedures website
  • Creating the Foreclosure Template, an excel based tool for the Foreclosure department
  • This template ensures that agents are following all foreclosure steps as per company guidelines
  • Developed an Excel base tool to track status and updates on accounts to ensure that Citi is within compliance and guidelines for the Pre-foreclosure department
  • Ordering equity analysis and appraisals for default accounts
  • Resolved product issues through consumer testing.
Citi Financial Mortgage, ACT - Interim Assistant Vice President
City, STATE, 11/2014 - 03/2015
  • Single Point of Contact (SPOC) -SAFE, Planned, facilitated and reported on quality assurance testing efforts
  • Involved in special projects and provided ad hoc / special analysis as required (e.g
  • Revenue recovery efforts, review of business practices)
  • Performed business process analysis of current business processes and provided recommendations for improvement
  • Responsible for group on-boarding events to ensure targeted employee groups are efficiently on boarded with all information and system updates completed in a timely manner
  • Supervision of a team of 21 staff members, building an effective staff through coaching and feedback
  • Prepared metrics reports by collecting, analyzing, and summarizing information
  • Schedule and oversee training sessions
  • Collaborating with peers to identify risk, and place process improvements to avoid future risk
  • Deliver and discuss monthly performance appraisals (scorecards reviews) to employees
  • Adept at developing and maintaining detailed procedural processes that reduce redundancy, improve accuracy and efficiency, and achieve organizational objectives
  • Designing the SPOC SharePoint site (Case 1000) to track and complete delayed removals in an efficient manner.
Citi Financial/ Mortgage - Collector III
City, STATE, 09/2007 - 10/2012
  • CFNA Personal/ Mortgage loan collections
  • Using Mainframe to document notes on the account and to arrange payment plans
  • Taking check, card and ACH payments over the phone using the Speed Pay program
  • Working accounts from 1 day past due to 180+ days and charge off
  • Underwriting of personal loans within company guidelines
  • Offer and submit loan modifications, deferments, and settlements within company guidelines
  • Assist clients resolve delinquency issues by making suggestions and finding alternatives to retain their home
  • Facilitate training of all new hires whether physically or on conference calls
  • Analyze and calculated income for clients to provide assistance with hardship programs
  • Working on an automatic dialer for personal and mortgage loans in a high pace capacity.
Spanish :
Negotiated :

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Resume Overview

School Attended

  • ATI Institute
  • R.L Turner High School

Job Titles Held:

  • Cash and Trade Process Analyst
  • Team Lead
  • Interim Assistant Vice President
  • Collector III


  • Certification in Graphic Design
  • Diploma

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