Research Escalation/ Remediation Supervisor Resume Example
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RESEARCH ESCALATION/ REMEDIATION SUPERVISOR
Professional Summary
An experienced financial professional with a successful career managing risk, performing due diligence, leading projects and handling time-sensitive, complex transactions.
Skills
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Work History
03/2002 to 10/2012
Research Escalation/ Remediation SupervisorJP Morgan Chase – City , STATE
- Led and supervised an escalated research team of 18 employees.
- Responsible for reviewing mortgage research situations with the office of the comptroller of currency , finding a resolution to consumers escalated issues.
- Resolved escalated issues and sometimes spoke to borrowers on the phone assuring them of an imminent solution to their mortgage issues through the use of other departments to bring a solution to their situation.
- Established policies for tracking and reporting missing inventory and understanding the daily, weekly and month to date organization reports.
- Communicate project status appropriately to all project stakeholders, making sure project deadlines are met and all deliverable and benchmarks signed off on.
- Facilitate and document any key project decisions that need to be made.Work with project team to arrive at the most cost effective and best decision for the organization.
- Document, track and ensure action items are worked in a timely manner.
- Manage change requests to scope, schedule and budget.
- Work with project sponsors for accurate delivery of project scheduled completion.
- Report Issues or project barriers when applicable.
- Profiled and analyzed investment products to develop customized financial strategies for clients' financial needs.
06/1999 to 03/2002
Product Research and Sales SupervisorWashington Mutual – City , STATE
- Interacted frequently with other departments and line of businesses by providing trouble shooting to account issues and reaching out to vendors for problem resolution.
- Responsible for the Nesting group otherwise called the new hire class, helping them to transition well into the organization and showing them the culture of the organization.
- Sold Products like Buysmart, Drivepro to existing card members, convinced cardholders to buy products that will be benefecial to their card.
- Convincing acumen in sourcing for sales and retaining customers, find root cause of customer issues with their product, help resolve and give 100% customer satisfaction.
- Coached and mentored agents, new hires in the department about policies, procedures, resulting in ability to quickly meet the requirements of the position.
- Conducted performance evaluations, training, coaching and developing skills to facilitate an efficient and productive team.
- Assisted in marketing to existing and prospective clients the product, benefits, and structure while assessing the quality of the clients risk management.
- Reviewed forecasting and reports to ensure that service level was met and sales goals was achieved.
- Verified, adjusted, and reconciled over accounts, meeting or exceeding the team goals.
04/2010 to 10/2012
Research and Remediation ManagerJP Morgan Chase – City , STATE
- Mentored agents that reviewed loan documents for accuracy, worked on different projects, from 050 modification to FHA 245, SFO and used investor guidelines for accuracy.
- Identified breakdowns in business process and created a win- win solution after identifying the issues with 2nd liens to the business leaders and ways to solve the problems of missing deadlines and deliverable.
- Helped train new recruits on the business process for modification and created a business process work through to make it easy for a new agent to understand the process.
- Monitored calls, reviewed and researched problem account situations, monitored reports for productivity and excellence and reviewed agents work for accuracy and adherence to guidelines.
- Responsible for Multiple projects simultaneously using tools like MS Project, Excel and other computer software.
- Experienced in requirement gathering and requirement documentation.
- Communicated details and concepts of the site report in sharepoint, helping to find a solution to performance not meeting service level agreement.
- Help them to fill the gap analysis and help rethink requirement packages and key performance indicators.
- Lead and facilitate system enhancement projects, including the development of business requirements, functional requirements, timelines, cost/benefit analysis, and management presentations.
Education
12 1989
B.A. Degree: English Education
University of Ibadan -
University of Ibadan -
- English Education
- Coursework in Business Administration
- ( Best Quality) Academic Achievement Award
Skills
benefits, budget, Business Analysis, business process, coaching, clients, customer satisfaction, Customer service, delivery, documentation, forecasting, functional, inventory, marketing, Excel, Microsoft Office, office, MS Project, win, policies, presentations, problem resolution, Project Management, quality, reporting, requirement, Research, risk management, sales, Sales Management, service level agreement, phone, trouble shooting, Written Communication
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Resume Overview
School Attended
- University of Ibadan
Job Titles Held:
- Research Escalation/ Remediation Supervisor
- Product Research and Sales Supervisor
- Research and Remediation Manager
Degrees
- B.A. Degree : English Education
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