Seeking a consultant position that allows for continuous learning and development. Desiring an opportunity to use problem solving ability, leadership training, and process improvement/engineering skills to increase quality and efficiency.
Mortgage Servicing Platform System
ICMP Imaging System
Microsoft Office- including Access, PowerPoint, Word, and Excel
LoanSphere Claims and Desktop
CMAX Claims System and Web Browser
Conference Service Star Excellence Winner
Company wide award presented to those with outstanding performance and service
Team Member Excellence Winner
Received award for participation and implementation of Microsoft Office 2010 and Windows 2016
Research/Remediation Analyst, 06/2014 to CurrentCompany Name － City, State
Lead project in order to create exception reporting that identified hundreds of lost loans which were then able to have the Unpaid Principle Balance Recovered.
Participated in Client Consolidation project in which company wide, all loans were converted to client 708, provided testing and identified issues with the transfer and worked toward resolution.
Completed Cross Functional Impact Decision within the Change Control process to identify any potential process changes that may affect the part A department.
Completed daily reporting via DAISY queries to provide progress updates to senior management.
Designed and created reporting for Part A team members utilizing DAISY queries to provide daily updates of production.
Designed and developed the process that the Part A Pre-Conveyance team would complete on a daily basis in order to ensure proper claim prepping would be completed and assistance would be delivered to the Part A Claims team.
Created daily reporting for the part A team utilizing very elaborate logical statements, V-Look Up Functions, and Pivot Tables to provide daily, monthly, and year to date reporting on First Pass Quality Accuracy.
Designed and created a daily news letter via Microsoft Publisher to be sent to the Part A team delivering key operating statistics.
Created numerous training programs, procedures, and plans; including how to file claims different claim types, leadership training, and working with Learning and Development to create and entire training website to be solely utilized in new hire training.
Created the implementation strategy for the Part A Pre-Conveyance team, then consulted with management and necessary business leaders to determine the implementation strategy was appropriate.
Assisted in creating metrics to determine workflow completed by the Part A Pre-Conveyance team then analyzed the metrics to determine impact on upstream business systems.
Provided a key role in the Part A Training Re-Vamp project where the current training strategy was evaluated then re-designed to maximize training efficiency and communication of essential Part A Claim filing knowledge.
Managed the Part A Attorney Request for Reimbursement process where I ensured monthly communications were sent to attorneys requesting reimbursement of resources, ensured Part A Analyst responded to attorney rebuttals within established timeframes, and I acted as an escalation point to set up calls with attorneys and negotiate resolution on escalated requests.
Participated in the Part A Rapid Response Project where a team was established to evaluate the Part A claim filing process and implement changes as necessary to increase efficiency and production.
Managed and participated in numerous project rollouts as part of the RPI and developed numerous solutions in order to resolve road blocks in the claim filing process.
Managed the FHA Team Communication process where I developed weekly communications that were then sent out to the team informing of recent changes made to the claim filing process.
Operations Analyst 2, 11/2013 to 06/2014Company Name － City, State
Provided quality assurance through daily review of curtailments along with curtailment disputes from multiple departments such as Home Preservation and Collections to identify areas of risk and loss, then initiated research to identify the processes resulting in loss and worked without appropriate business units to remediate these processes.
Maintained cross department communications on a daily basis in order to provide essential insight to both the validity of loss mitigation plans and to ensure compliance with company and investor requirements.
Completed daily attorney bill backs and as necessary escalated requests received from attorneys for conference calls where I then established and led calls between attorneys and Wells Fargo management in order to find resolution to outstanding request for reimbursement.
Make high-risk decisions in regards to individual loans being conveyed to HUD.
Participated in FHA Part A Claims RPI event to help improve the efficiency of the FHA Claims department.
After participating in Rapid Process Improvement and identifying inefficient processes, developed and re-designed process to increase functionality and greatly improve production
Diligently reviewed and process mapped the Curtailment Disputes and Trending process, then re-designed the process to increase efficiency in reporting curtailment losses through the introduction and development of a solely designated SharePoint site.
Prepared internal and external quarterly and annual loss summary portfolios for review by senior management
Oversaw the FHA Part A Curtailment Review process, including reporting, representing the Part A Claims team, and making final decisions on curtailment disputes Lead Interest Curtailment Conference Calls with other Departments within Wells Fargo to develop solutions to curtailment issues identified in the monthly trending results.
Operations Analyst 1, 10/2012 to 11/2013Company Name － City, State
Provided quality assurance through auditing claims in a timely and efficient manner within FHA and HUD (Department of Housing and Urban Development) guidelines in order to ensure compliance with company and investor requirements
Developed and helped formulate CWCOT procedures and process, then analyzed established process quality, evaluated risk and provided process improvement recommendation based on research.
Provide hands on leadership to help processors and analysts work through curtailment decisions.
Cross Communicated with other departments when necessary through CWCOT and curtailment reviews in order to emphasis government regulations were identified and complied with.
Reviewed and disputed Retention and Collection curtailments in order to identify areas of loss and risk, then trended these areas of loss and risk in order to provide vital investigation and documentation, necessary to initiate resolution.
Help test and implement new processes, reports, and programs for the FHA Part A Claims team Review new Mortgagee Letters and assess the impact on the Part A Claims team.
Communicate any changes to the team and provide any additional training, if needed Earned several tier 3 incentive pay for performance and accuracy.
Earned numerous top claim filer/auditor awards.
Nominated for Team Member of the Month in June of 2013 Loan Servicing Specialist 3 (5/28/12-10/17/12) Provided quality assurance through auditing and submitting both part A and CWCOT claims within HUD guidelines and company requirements, remained an influential role in the CWCOT pilot program by relaying feedback in areas of risk, generating ideas, and providing process improvement Train New Employees and act as a team resource to processors on department processes Regularly communicated with outside departments to ensure government mandated deadlines were met in a timely fashion Earned several tier 3 incentive pay for performance and accuracy Earned numerous top claim filer/auditor awards Loan servicing Specialist 2 (8/1/11-5/28/12) Filed Part A claims within HUD guidelines and company/investor requirements.
Filed CWCOT claims within newly issued HUD pilot program guidelines, helped develop and volunteered input on the CWCOT program process Regularly communicated with outside departments to ensure government mandated deadlines were met in a timely fashion Provided quality assurance through regular review of returned audits and monthly error trending Earned numerous top claim filer awards and recognition Audit FHA Part A Claims.
Loan Servicing Specialist 3 , 05/2012 to 10/2012Company Name － City, State
Provided quality assurance through auditing and
submitting both part A and CWCOT claims within HUD guidelines and company
requirements, remained an influential role in the CWCOT pilot program by
relaying feedback in areas of risk, generating ideas, and providing
Trained New Employees and acted as a team resource
to processors on department processes.
Regularly communicated with outside departments
to ensure government mandated deadlines were met in a timely fashion.
Earned several tier 3 incentive pay for
performance and accuracy.
Earned numerous top claim filer/auditor awards
Loan Servicing Specialists 2, 08/2011 to 05/2012Company Name － City, State
Filed Part A claims within HUD guidelines and
Filed CWCOT claims within newly issued HUD
pilot program guidelines, helped develop and volunteered input on the
CWCOT program process.
Regularly communicated with outside departments
to ensure government mandated deadlines were met in a timely fashion.
Provided quality assurance through regular
review of returned audits and monthly error trending.
Earned numerous top claim filer awards and
Audit FHA Part A Claims
Market Researcher, 05/2010 to 08/2010Company Name － City, State
Conducted market research surveys pertaining to certain products or companies via telephone in an unbiased and consistent manner.
Acted as an intermediary to provide feedback on company compliance via research conducted through surveys and worked resolve any disputes issues that arose while conducting this research analyzed call quality to ensure compliance with company and government regulations.
Researched escalated complaints discovered during market research in order to provide essential documentation to initiate resolution.
Communicated with a variety of respondents within government mandated guidelines in order to provide documentation on company performance and compliance.
Analyzed and provided quality assurance through careful review of previously conducted market research surveys and audits.
Utilized investigative techniques to identify areas of disengagement Earned pay raise for perfect attendance Received incentive pay for outstanding attendance and performance.
Business Administration Marketing Biology,2011Truman State University － City, State, USA
Business Administration, emphasis in Marketing
Minor in Biology
Participation in several Rapid Process Improvement projects across different business lines has led to a very in-depth knowledge and application of Process Engineering
Created several Databases with Access
Proficient in query design and data retrieval via Access
Root Cause Analysis
Completed certified training program with a Lean Six Sigma Black belt in Root Cause Analysis
Course consisted of identifying process roadblocks and developing process improvements
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Truman State University
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Operations Analyst 2
Operations Analyst 1
Loan Servicing Specialist 3
Loan Servicing Specialists 2
Business Administration Marketing Biology , 2011
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