Supervisor/Support Services Live Answer Resume Example
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SUPERVISOR/SUPPORT SERVICES LIVE ANSWER
Professional Summary
Highly motivated, dependable, interpersonal and results-oriented professional with seventeen years of progressive experience in banking services, accounting and general ledger; experience with reconciliation, interacting with various levels of associates in order to ensure that unit and organizational goals are met and more than eight years of experience with customer service, compliance and risk management relative to bank operations, programs and procedures.
Education and Training
Bachelors of Business Administration05/2002University of Phoenix － City, State
Bachelor of Science, Accounting04/2007Strayer University － City, State
Professional Experience
Supervisor/Support Services Live AnswerApr 2016 to Current
Ohio Living － Canfield , OHAnswer staff and Practice Manager regarding policies, procedures and staff concerns. Provides supervision to the Live Answer staff in addition to working alongside other Live Answer Coordinators as first priority when not handling other duties as assigned by the Practice Manager. Ensures staff is trained in their job functions. Monitors and ensures patients are properly registered; enters demographic and insurance information into the computer system during appointment scheduling. Ensures all patients are greeted in a professional and friendly manner. Assists in preparing staff schedules; assures appropriate coverage at all times. Participates in interview process for job vacancies. Handles patient complaints along with Practice Manager. Maintains confidentiality regarding patient's accounts and employee files. Communicates with managers, directors and necessary staff in our other offices in the absence of Practice Manager at Call center, when situations arise at the call center that would need immediate attention.
Ohio Living － Canfield , OHAnswer staff and Practice Manager regarding policies, procedures and staff concerns. Provides supervision to the Live Answer staff in addition to working alongside other Live Answer Coordinators as first priority when not handling other duties as assigned by the Practice Manager. Ensures staff is trained in their job functions. Monitors and ensures patients are properly registered; enters demographic and insurance information into the computer system during appointment scheduling. Ensures all patients are greeted in a professional and friendly manner. Assists in preparing staff schedules; assures appropriate coverage at all times. Participates in interview process for job vacancies. Handles patient complaints along with Practice Manager. Maintains confidentiality regarding patient's accounts and employee files. Communicates with managers, directors and necessary staff in our other offices in the absence of Practice Manager at Call center, when situations arise at the call center that would need immediate attention.
Patient Care CoordinatorJun 2015 to Dec 2015
Cna Financial Corp. － San Diego , CAAnswer basic clinical and program inquiries. Coordinates access to therapies, schedules and conducts appropriate follow-up, and facilitates access to appropriate support services Facilities access to appropriate support services, including reimbursement counseling, nursing hotline, and support. Processes incoming enrollment forms for program Follows up via phone, mail, and/or fax for missing enrollment information Supports payer research, health care policy library, and state management Works on problems of limited scope. Follows standard operating procedures in analyzing data from which answers can be readily obtained. Builds stable working relationship internally.
Cna Financial Corp. － San Diego , CAAnswer basic clinical and program inquiries. Coordinates access to therapies, schedules and conducts appropriate follow-up, and facilitates access to appropriate support services Facilities access to appropriate support services, including reimbursement counseling, nursing hotline, and support. Processes incoming enrollment forms for program Follows up via phone, mail, and/or fax for missing enrollment information Supports payer research, health care policy library, and state management Works on problems of limited scope. Follows standard operating procedures in analyzing data from which answers can be readily obtained. Builds stable working relationship internally.
Operations ConsultantJul 2013 to Aug 2014
Verizon Media (Former Oath) － Chicago , ILLeader and Support operations activities associated with BAC's sale of Mortgage Servicing Rights (MSR) to successor servicers to ensure post sale contractual terms are met. Review FHA Curtailment and VA no bid claims received from successor servicer to determine whether there is any BAC liability based on contractual requirements Prepare written appeal to claim when necessary and ensures appropriate supporting documentation included Researches concerns and/or claim requests from successor servicer on designated loans previously serviced by BAC Validates BAC's contractual obligation and coordinates resolution when appropriate with other BAC servicing requirements. Leads assigned projects to optimize MSR post sale operation
Verizon Media (Former Oath) － Chicago , ILLeader and Support operations activities associated with BAC's sale of Mortgage Servicing Rights (MSR) to successor servicers to ensure post sale contractual terms are met. Review FHA Curtailment and VA no bid claims received from successor servicer to determine whether there is any BAC liability based on contractual requirements Prepare written appeal to claim when necessary and ensures appropriate supporting documentation included Researches concerns and/or claim requests from successor servicer on designated loans previously serviced by BAC Validates BAC's contractual obligation and coordinates resolution when appropriate with other BAC servicing requirements. Leads assigned projects to optimize MSR post sale operation
Business Support Lead II- DefaultMay 2012 to Jun 2013
Fedex － Oshkosh , WI Identify servicer errors in executing default transactions on portfolio loans and work with servicer for resolution. Manage diverse administrative functions for the Default Team including reporting of Scorecards and production. Prepare monthly default reports for multiple business partners. Respond to requests from business partners. Coordinate all sales and securitizations of individual loans or portfolios to other investors. Test on Quality Center, script writing and mapping for new servicers in LSBO Default Department in LSBO. Work with Alan King (AK) on all default related enhancements and code releases. Lead projects and point of contact for the LSBO Default Group on all projects and enhancements
Fedex － Oshkosh , WI Identify servicer errors in executing default transactions on portfolio loans and work with servicer for resolution. Manage diverse administrative functions for the Default Team including reporting of Scorecards and production. Prepare monthly default reports for multiple business partners. Respond to requests from business partners. Coordinate all sales and securitizations of individual loans or portfolios to other investors. Test on Quality Center, script writing and mapping for new servicers in LSBO Default Department in LSBO. Work with Alan King (AK) on all default related enhancements and code releases. Lead projects and point of contact for the LSBO Default Group on all projects and enhancements
Business Support Lead II- Business SupportNov 2011 to May 2012
Bank Of America － City , STATE
Bank Of America － City , STATE
Organize
and coordinate the timing of such boarding/ de-boarding and ensure Vendor
Management is aware of the timing and details. Research all investor and unidentified
research request. Coordinate
all sales and securitizations of individual loans or portfolios to other
investors. Lead
administrative functions for the LSBO department and business unit. Created
the communication bulletins for the LSBO department and DownStreams.
Financial AnalystMay 2010 to Nov 2011
Bank Of America － City , STATE Responsible for $100+ billion mortgage portfolio of first mortgages and HELOCS that are held for investment. Work with outside servicers to audit and reconcile loan level trial balance activity by agent/category and all monetary fields of the portfolio. Identify and resolve more complex outstanding items including daily variances to ensure system data integrity. Assist manager with projects including conversions, loan sales, pledges and acquisitions. Validate dollar remittances and General Ledger entries for cash movement (deposits and wires out).
Bank Of America － City , STATE Responsible for $100+ billion mortgage portfolio of first mortgages and HELOCS that are held for investment. Work with outside servicers to audit and reconcile loan level trial balance activity by agent/category and all monetary fields of the portfolio. Identify and resolve more complex outstanding items including daily variances to ensure system data integrity. Assist manager with projects including conversions, loan sales, pledges and acquisitions. Validate dollar remittances and General Ledger entries for cash movement (deposits and wires out).
Relationship Administrator/Commercial Real Estate BankingNov 2007 to May 2010
Bank Of America － City , STATE Responsible for pre-closing, closing and portfolio management including review and funding construction draws. Face to face contact with Borrower, Relationship Manager and Lending Specialist, as wells as borrower representatives, outside consultants, attorneys and titles companies. Structure deals on loan system (ACBS and REAL) in compliance with loan agreement. Review loan approvals and loan documentation to ensure consistency and identify issues and recommend waivers. Possess knowledge of basic and complex loan structures, legal and other requirements for real estate loan documentation.
Bank Of America － City , STATE Responsible for pre-closing, closing and portfolio management including review and funding construction draws. Face to face contact with Borrower, Relationship Manager and Lending Specialist, as wells as borrower representatives, outside consultants, attorneys and titles companies. Structure deals on loan system (ACBS and REAL) in compliance with loan agreement. Review loan approvals and loan documentation to ensure consistency and identify issues and recommend waivers. Possess knowledge of basic and complex loan structures, legal and other requirements for real estate loan documentation.
Tax AnalystJun 2004 to Nov 2007
Bank Of America － City , STATE Review the tax status of non-escrowed loans to ensure taxes are current. Responsible for ensuring timely payment of taxes on specified portfolio of loans. Prepare Escrow Analysis to set impound amounts for taxes and insurance payments. Communicate with customers, taxing authorities and tax vendors on all tax issues. Set up new loans on tax service and ensure there are no delinquent taxes or liens. Provide a projection of payments to and from the escrow accounts during the last 12 months. Verify all payments disbursed for taxes and insurance are correct as the new mortgage payment is based on these amounts. Determine if there is a negative difference between the actual escrow balance and the required escrow balance.
Bank Of America － City , STATE Review the tax status of non-escrowed loans to ensure taxes are current. Responsible for ensuring timely payment of taxes on specified portfolio of loans. Prepare Escrow Analysis to set impound amounts for taxes and insurance payments. Communicate with customers, taxing authorities and tax vendors on all tax issues. Set up new loans on tax service and ensure there are no delinquent taxes or liens. Provide a projection of payments to and from the escrow accounts during the last 12 months. Verify all payments disbursed for taxes and insurance are correct as the new mortgage payment is based on these amounts. Determine if there is a negative difference between the actual escrow balance and the required escrow balance.
Affiliations
Certifications
Notary- Member of National Notary Association
Skills
acquisitions, administrative functions, Analyst, trial balance, balance, Banking, basic, Call center, Capital Markets, closing, Consultant, counseling, Credit, clients, Derivatives I, documentation, Event Management, fax, Financial Analyst, forms, Functional, General Ledger, Insurance, legal, loan documentation, access, mail, Works, Monitors, nursing, patient care, Personnel, policies, Processes, Quality, Real Estate, reporting, requirement, Research, routing, sales, scheduling, script writing, Securities, Supervisor, supervision, Tax, taxes, phone, validation, Vendor Management, written
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Resume Overview
School Attended
- University of Phoenix
- Strayer University
Job Titles Held:
- Supervisor/Support Services Live Answer
- Patient Care Coordinator
- Operations Consultant
- Business Support Lead II- Default
- Business Support Lead II- Business Support
- Financial Analyst
- Relationship Administrator/Commercial Real Estate Banking
- Tax Analyst
Degrees
- Bachelors of Business Administration 05/2002
Bachelor of Science , Accounting 04/2007
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