Livecareer-Resume
Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary

Self-motivated banking professional offering strong communication and quick thinking skills. Works effectively on teams, as well as independently, in fast-paced environments.Organized and dependable banking professional who excels at processing high volumes of error-free transactions and meeting scorecard goals.

Accomplishments

Documentation

  • Wrote and edited documents to keep staff informed on policies and procedures.

Process Improvement

  • Created new departmental procedures manual.
  • Assessed organizational training needs.

Preserved an accuracy of 100% during 7 years of employment.

Exceeded corporate target for customer satisfaction for 12 months in a row.

Customer Assistance

  • Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Customer Service

  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.


Experience
Quality Control Analyst-Risk and Remediation, 08/2012 to 01/2014
JPmorgan Chase BankCity, STATE,
  • Audit litigation support staff performance by conducting monthly quality reviews to identify strengths and deficiencies.
  • Audit triage staff performance by conducting monthly quality reviews to identify strengths and deficiencies.
  • Audit LPOA/signature staff performance by conducting monthly quality reviews.
  • Provide monthly quality performance reports to managers and staff.
  • Work continually to improve the quality audit process.
Quality Control Analyst- Team lead, 03/2011 to 08/2012
JPmorgan Chase BankCity, STATE,
  • Review underwriter files to ensure the transaction adheres to mortgage lending regulations and appropriate credit policies with a quality accuracy of 100%.
  • Re-underwriting of loan modification, default management, mortgage servicing, and bankruptcy loans for GSE, HAMP, FHA/VA, FNMA, FHLMC.
  • Ability to validate income, asset and collateral documents including self-employed tax return.
  • Understand how to calculate Debt to Income Ratios and Reserves.
  • Responsible for reviewing and making recommendations on the disposition of borrower's foreclosure complaints and supporting documentation provided by borrowers and the large national mortgage servicer.
  • Evaluated foreclosure complaints related to GSE, HAMP, FHA/VA, FNMA, FHLMC and private investor programs.
  • Process foreclosure complaints using proprietary tools developed for the project, and frequently modified, to meet the requirements of all parties involved in the project.
  • Develop expert skills in conducting income calculations that conform to the requirements of on all forms of loan modification programs offered by the federal mortgage industry and private investors.
  • Conduct intensive review using proprietary Foreclosure Review Due Diligence System of the foreclosure process, permissible chargeable fees, and mortgage accounting systems for all 50 States.
Sr Collector - Student Loans, 02/2010 to 03/2011
JPmorgan Chase BankCity, STATE,
  • Collection of student loans payments for delinquency of 30, 60, 90 days past due.
  • Assist customers on reoccurring payment plans to resolve delinquency and reduce risk of company losses.
  • Client Focus - Dedicated to exceeding client expectations.
  • Customer care skills - Maintain effective relationships with customers to gain their trust and respect.
  • Negotiating payment arrangements, offering solutions to customers on how to meet their obligations.
  • Advise customers the possible consequences of not meeting their contractual obligations.
  • Assist customers that meet the criteria for forbearance's and deferments.
  • Perform skip tracing methods to locate debtors to resolve delinquency on Student Loans.
Sr Collector - Mortgages , 10/2006 to 02/2010
JPmorgan Chase BankCity, STATE,
  • Manage 200-300 accounts with balances up to and over $1 million dollars.
  • Collected over $10 million on home equity accounts monthly for chase bank.
  • Negotiating payment arrangements, offering solutions to clients on how to meet their obligations.
  • Advise clients the possible consequences of not meeting their contractual obligations.
  • Attention to detail for all new programs offered to clients: Modifications, forbearance and Extensions.
  • Develop restructuring plans to assist client in resolving delinquency and avoiding foreclosures.
  • Perform skip tracing methods to locate debtors to resolve delinquency on home equity mortgages and 1st liens.
  • Daily follow up and rapport building relationships with clients.
Education
High School Diploma: , Expected in 2004
Walter L Sickles High School - Tampa, FL
GPA:
Skills

10-Key, Account Management, Active Learning, Calendaring, Client Relations, Computer Proficiency, Coordination, Creative Problem Solving, Critical Thinking, Customer Needs Assessment, Customer Service, Data Collection, Data Entry, Documentation, Email, Executive Management Support, Filing, Grammar, Internet Research, Research, Scheduling, Speaking, Spreadsheets, Telephone Skills, Time Management, Type 100 WPM, Typing, Vendor Management, Writing, Letters and Memos, Lotus Notes, Microsoft Excel, Microsoft Office Suite, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Minute Taking, Multi-Task Management, Organizational Skills.

Product Knowledge of the following banking systems: MSP, CMS, VLS, RCV1, iVault, Cat Tool, Lexis Nexis, Lender Live, Agent Desktop, CCW, Citrix, GOLD, QWR database, LPSDesktop, LISA.

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Resume Overview

School Attended

  • Walter L Sickles High School

Job Titles Held:

  • Quality Control Analyst-Risk and Remediation
  • Quality Control Analyst- Team lead
  • Sr Collector - Student Loans
  • Sr Collector - Mortgages

Degrees

  • High School Diploma

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