eligibility specialist ii resume example with 18+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Highly driven professional with extensive knowledge in the mortgage/banking industry.  I am very detail-oriented with strong analytical, outstanding verbal & written communication and organizational skills, needed to maintain production and quality requirements according to corporate standards. Capable of handling diverse duties with the ability to adapt to change and a willingness to learn.

Areas of Expertise
  • Self-starter
  • Subject Matter Expert (SME)
  • Analytical thinker
  • Quick learner
  • Client focused
  • Punctual
James Bowie High School Arlington, TX Expected in 2000 High School Diploma : General Studies - GPA :
Tarrant County College Arlington, TX Expected in 2005 Select One : Business - GPA :
Work Experience
South Carolina Job Board - Eligibility Specialist II
Aiken, SC, 08/2015 - Current
  • Responsible for scrubbing client accounts for any terminations to ensure terminations are valid.
  • Research and process complex eligibility claims/disputes Maintain confidentiality of all claims documents, records, and claim related issues.
  • Provide discrepancies found to management along with trouble-shooting problems.
  • Demonstrate mastery of customer service call script within specified time-frames and schedule coaching sessions.
  • Make calls to Health plans to check status of coverage.
University Of Utah - Assistant
Orem, UT, 07/2014 - 07/2015
  • Answered incoming calls and took messages, set up appointments for showings, and gathered feedback from showings.
  • Assembled documents for closings.
  • Placed signs and advertising on properties as directed.
  • Provided Courier services delivering documents and picking up keys.
  • Ordered/picked up supplies as needed.
  • Sat in on properties tours agent was showing not open to public.
Citadel - Client Liaison Coordinator
Phoenixville, PA, 05/2009 - 05/2014
  • Experienced in Ginnie Mae(GNMA) / Goldman Sachs(GS) / Fannie Mae(FNMA) / Freddie Mac(FHLMC)/Federal Housing Administration(FHA), Bank-owned, and Private loans.
  • Primary communicator and facilitator of client liaison role through the course of daily production, gathering requirements, and assess work flow needs.
  • Worked directly with Ginnie Mae regarding all reporting for client's out of compliance per Bank of New York Mellon's policy and the Ginnie Mae guidelines.
  • Handled the Ginnie Mae Annual Pool Reconciliation for all Ginnie Mae accounts and provided answers clients had regarding any loans.
  • Assisted in the preparation for all Ginnie Mae Audits.
  • Hosted meetings on-boarding new clients, also held webinar training sessions for new and existing clients providing instructions on how to utilize systems in place to pull/run reports and view images.
  • Reviewed loan files and processed any account maintenance on loans as needed according to exception report.
  • Disseminated information between the Client Services Support Team and the Business Analyst Team in order to develop programs to address client needs.
  • Maintained the client's work plan according to the service level agreements, identified resources required to accomplish the client tasks, managed time-lines and information regarding project/client deliverables, and maintained detailed documentation over client trust receipts and loan files.
  • Responded to roughly around 400-500 email correspondence daily working effectively to still meet production.
  • Worked directly with Relationship Managers providing monthly numbers, documents, and request from clients for billing invoices.
  • Performed quality assurance checks, overseeing client loan listing transaction reports between BNY and Goldman Sachs (GOLD), Fannie Mae (associated clients) , Merrill Lynch (MERL) & United Built Homes (UBH).
  • Recognized by peers and associates as a trusted team player.
Bank Of America Corporation - Financial Service Representative
Draper, UT, 10/2007 - 12/2008
  • Processed contributions and rollover requests from alternate carriers as well as internal rollovers.
  • Initiated a variety of payment transactions including but not limited to, Lump Sums, SWATS, Direct Transfers & MDO.
  • Supported and participated in project teams to implement changes that impacted key business systems and processes.
  • Handled work-flow distribution and also the daily pipeline report.
  • Provided mentoring and coaching for my peers.
  • Maintained the business in over $30 Million Dollars in accounts by providing alternative investment avenues to clients within the company.
JPMorgan Chase - Loan Servicing Representative
City, STATE, 2002 - 09/2007
  • Processed all disputes for consumer auto and home equity products including and not limited to: monetary transactions, interest rate adjustments, HELOC's, and all loan booking discrepancies.
  • Prepared and executed all lock requests and new Home Equity Lock contract agreements.
  • Assisted on default loans and loss mitigation in reconciling accounts.
  • Processed payments, payment reversals, refunds, and refunded late charges as needed for mortgage accounts.
  • Researched disputes submitted by customers concerning lease to loan titles, loan contracts, lien releases, state or name changes to titles, registrations, sales tax, and property tax.
  • Contacted Department of Motor Vehicle in regards to customer's disputes on titles and trying to perfect the lien.
  • Maintained customer service accuracy rating of 100% by using various systems.
  • In order to transfer to this position additional training on lease systems had to be attained.
  • Utilized the following systems LEMANS, ALS, CALS, & ACH.
Professional Affiliations

Meals on wheels & Habitat for Humanity


MS Office, MS Word, Proficiency in Excel, Pivot Tables, Lotus Notes, Outlook, Lexus Nexus, CMS, Access

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Resume Overview

School Attended

  • James Bowie High School
  • Tarrant County College

Job Titles Held:

  • Eligibility Specialist II
  • Assistant
  • Client Liaison Coordinator
  • Financial Service Representative
  • Loan Servicing Representative


  • High School Diploma
  • Select One

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