Motivated Personable business professional with 9+ years in banking. Accustomed to handling sensitive and confidential records. Demonstrated history of producing accurate timely reports meeting stringent OCC and company guidelines. Able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily take on and complete tasks. Have taken on different lines of business with no training and able to complete task and meet daily objective. Thrive in deadline driven environments. Excellent team building skills. Logical banking skilled in problem solving and creative decision making.
Proficient in MS Office
General office Skills
Root Cause Analysis
Excellent attention to detail
Provide great customer experience while maintaining departmental goals
Escalation Manager in Root Cause Analysis, 09/2014 to Current JPMorgan Chase – 800 State Hwy 121 Bypass Lewisville, TX
Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
Maintained confidentiality of bank records and client information.
Maintained friendly and professional customer interactions.
Reviewed escalated calls pertaining to different lines of businesses such as Modifications and Short sales to determine accuracy on the call by listening to the call through nice to identify when the break in process occured and provide recommendations as to correct the break or encorage policy changes
Ability to provide knowledge from additional areas such as Collections , Loss Mitigation, Property Preservation, Foreclosure, Executive Office/Weber
Managed and closed rolling pipelines
Monitored my queues performance to ensure service level objectives were achieved
Worked closely with peers and leadership to ensure consistencies among all employees in the department
Perform analysis to identify root cause and common themes such as finding breaks in the mortgage banking process to have amended or changed to cut back on escalated calls
Possess a high level of degree to detail
Review specific detail to customers mortgage requests to first resolve the issue and later communicate whether it was bank error , non bank error , or policy and process consideration
Escalation Manager in Auditing, 09/2012 to 09/2014 JpMorgan Chase – 800 State Hwy 121 Bypass Lewisville TX
Audited mortgage loans to ensure policy , OCC guidelines , contacts were made in a timely fashion , log codes were identified in the appropriate line of business , foreclosures were processed properly, all systems were documented through a grade scale matrix in SECA to determine pass or issue reworks to correct to agent throughout the department
Rapidly learned and mastered varied computer systems and organizational processed and procedure
Provided feedback around quality to assist my peers with full understanding of the grade scale