Loan Modification Negotiator Quality Assurance Specialist Iii Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

Self motivated professional seeking a challenging career change into lending originations, where I can use my past work experience, as well as my leadership, analytical and communications skills to increase your company's revenue.

  • 9 Years Mortgage Servicing Experience
  • Customer service-focused
  • Collections proficiency
  • Negotiated Mortgage Modifications
  • 3 Year of Management Experience
  • Analytical
  • Detail-oriented
  • Bankruptcy Experience

Received Monthly Bonus Awards regularly for closing the highest number of modifications for Home Retention in my department.

Traveled to India and Mexico several times to expand our collections, loss mitigation, and Quality Assurance departments at our offshore vendor sites.

2004 to 05/2014 Loan Modification Negotiator /Quality Assurance Specialist III Option One / AHMSI Inc / Homeward Residitual | City, STATE,
  • I have performed Quality Assurance for 4 years across multiple call center sites, organizing weekly calibrations (meetings), and facilitating training in India and Mexico for offshore call center vendors.
  • I worked in Loss Mitigation in our Special Servicing department, processing HAMP and Non-HAMP modifications, as well as negotiating short sales.
  • Providing excellent customer service while mitigating losses and recovering payments for the collections department.
  • I obtained experience assisting the Workforce Management Teams effort to coordinate department staffing, weekly scheduling, and call volume monitoring between four sites using Avaya's CentreVu Supervisor program.
  • I am proficient in Microsoft Word, Excel, and Power Point, and have some exposure to Aspect's workforce management software.
06/2003 to 01/2003 Stock Option Representative Ranstad Staffing Merrill Lynch | City, STATE,
  • My responsibilities included the directing of new clients towards the best investment avenue for their individual financial portfolio, and provided existing clients with the necessary information to make the best possible financial decision.
  • I collected and provided up-to-date data to quantify the best possible course of action for client investment decisions.
  • I also provided customer service relating to stock option accounts.
08/2001 to 06/2003 Distribution Hub Supervisor United Parcel Service UPS | City, STATE,
  • I was responsible for the daily management of 10-12 associates.
  • I have been recognized as Supervisor of the Month on several occasions.
  • My team ensured prompt and accurate sorting of packages that was a key contributor in the success of the site meeting service level requirements.
07/2000 to 06/2001 Distribution Hub Supervisor Title Pawn Of Savannah | City, STATE,
  • I was responsible for the daily assistance of clients in need of Car Title Services.
  • I also facilitated the collection and repossession efforts when required.
  • My responsibilities also included ensuring clear automobile title by perfecting title liens.
Expected in 2000 Bachelors degree | Business Administration (Banking / Finance) Georgia Southern University, Statesboro, GA GPA:

Business Administration (Banking / Finance)

Expected in MBA degree | Business University of North Florida, Statesboro, GA GPA:

Nearly Completed my MBA

  • Excellent customer service
  • Leadership experience
  • Years of Negotiating experience
  • 4 years in Quality Assurance
  • Excel, Power Point, Microsoft Word,

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Resume Strength

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Resume Overview

School Attended
  • Georgia Southern University
  • University of North Florida
Job Titles Held:
  • Loan Modification Negotiator /Quality Assurance Specialist III
  • Stock Option Representative
  • Distribution Hub Supervisor
  • Distribution Hub Supervisor
  • Bachelors degree
  • MBA degree