Business Analyst providing superior technical support for networking issues within the mortgage banking industry. Expert in leading teams to achieve shared goals and objectives. 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.
General office Skills
Root Cause Analysis
Use case diagram – It is a graphical representation that details which actors can operate which use cases
Use case description – It is a detailed textual step by step presentation of interactions and dialogue between the actor and the system.
Customer Service skill
Strategic thinking approach
Good communication skills
Collaborating with other employees and colleagues
Ability to drive and adapt to the changes.
Escalation Manager Root Cause Analyst09/2014 to CurrentJPMorgan ChaseLewisville, TX
Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
Responded to all client requests for technical support by phone, email and the inter-office chat service.
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 occurred and provide recommendations as to correct the break or encourage 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.
Tested and troubleshot new versions of Fortracs software.
Escalation Manager Internal Audit09/2012 to 09/2014JpMorgan ChaseLewisville, TX
Identified, reported and resolved network security violations.
Audited mortgage loans to ensure policy , OCC guidelines and contacts were made in a timely fashion
Ensured foreclosures were processed properly
Ensured 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 various computer systems and organizational process and procedures
Provided feedback around quality to assist my peers with full understanding of the grade scale.
Escalation Manager/Loss mitigation08/2010 to 12/2012JpMorgan ChaseIrving, TX
Provided speedy resolutions to homeowners and 3rd parties
De-escalate irate customers
Provide an outstanding customer experience while adhering to the regulations of OCC and the CCB audits
Communicate with attorneys on loss mitigation efforts and arrangements
Respond to customer inquiries regarding delinquent mortgages and provide loss mitigation options
Evaluate customers financial ability; reasons for default and ability to make payment
Negotiate and formalize repayment agreements for customers in foreclosure
Partner with both internal and external partners to obtain resolution to escalations
Act as liaison between internal and external third parties to facilitate communication and results
Schedule phone meetings with customers, 3rd party vendors and internal parties to provide updates
Claims and telephone banker09/2007 to 08/2010JpMorgan Chase - New York AveArlington, TX
Ability to build lasting relationships and establish rapport with customers
Strong listening and communication skills, both in person and over the phone
Assisted account holders as to over draft protection , account details, offered credit cards, saving accounts
Reviewed disputes and submitted chargebacks on debit card disputes
Ability to quick learn and adapt to ever changing technologies
Solutions driven with strong emphasis on customer service.
Education and Training
High School Diploma: Cedar Valley College2000Desoto High School Dallas
University of San Antonio - Dallas
Introduction to Project Management Executive Educaion PM-101