Summary

Confident, capable, and motivated professional with BA in Human Resource Management.  Seasoned customer service provider.  Maintains a positive attitude in a challenging and fast-paced environment.  Extremely adaptable and open to change.  Strong interpersonal abilities.  Effective communicator with excellent writing skills.  Skilled in organized multi-tasking.

Work History

Work History
2014 - Present

Escrow Specialist

JPMorgan Chase & Co., Columbus, Ohio
  • Deliver high level of professionalism and expertise as a member of the Advanced Escrow team within the Customer Service Call Center
  • Resolve national mortgage calls related to escrow changes by effectively communicating, researching issue, and clarifying details resulting in a more satisfied and educated customer.
  • Consistently awarded top CSAT (telephone customer survey) score
  • Recipient of Mortgage Banking Keys Recognition in third and fourth quarter of 2014 and first quarter of 2015.
2013 - 2013

City Mail Carrier

USPS, Delaware, Ohio
    • Facilitated the prompt delivery of mail to homes and businesses six days per week
    • Collected money for postage-due and COD (cash-on-delivery) fees and obtained signed receipts for registered, certified, and insured mail.
    • Notified customers of undeliverable packages and maintained vacation holds on mail
2012 - 2013

Reo Escrow Processor

Allodial Title, Columbus, Ohio
  • Expedited completion of REO Real Estate closings including creating HUD-1 Settlement Statements and closing documents, assembling lender loan packages, and assigning closers to meet with buyers and agents for signing of documents and transfer of funds.
  • Verified receipt of funding for files and disbursed funds to the Federal National Mortgage Association, agents, county recorders, service providers, and title underwriters. 
2009 - 2012

Senior Lead Operations Specialist

JPMorgan Chase & Co., Columbus, Ohio
  • Minimized litigation risk to the company and ensured default fees were properly assessed and processed by evaluating analysts’ work following highly detailed process flows.
  • Exceeded production standards of 4 loans per hour on a regular basis, contributing to the success of a team facing a rapidly increasing workload.
2007 - 2008

Professional Services Representative

Vertex Systems, Inc., Westerville, Ohio
  • Installed and updated software for new and existing clients using remote assistance, ensuring the successful use of the products
  • Handled complex incoming support calls and emails by troubleshooting client issues and providing solutions, which resulted in improved client relationships.
2006 - 2007

Senior Adjustable Rate Mortgage Representative

JPMorgan Chase & Co., Columbus, Ohio
  • Independently expedited customer requests nationally for adjustable to fixed rate conversions within a finite time window requiring strong calculation skills, clear communication, and the accurate creation and distribution of modification agreements.
  • Resolved high volume of national mortgagee calls regarding rate adjustments, buydown subsidy issues, and conversion options using advanced knowledge of loan products and quality customer service resulting in a more satisfied customer.
2005 - 2005

Vendor Field Management Liaison/ PropertyPreservation QC

Fidelity National Field Services, Solon, Ohio
  • Coordinated the recruitment, evaluation, interviewing, hiring and discipline of national independent contractors.
  • Surveyed and compiled results from over 300 national contractors; identifying survey trends and training ideas to update the existing contractor guide.
  • Collaborated directly with Vendor Manager in development and implementation of QC program training contractors to perform on-site QC inspections verifying prior work reported and identifying communication and training gaps.
2003 - 2004

Commercial Loan Monetary Specialist

Amcore Bank, Rockford, Illinois
  • Streamlined daily floor plan loan processing using system reporting capabilities reducing time required by 25% and increasing accuracy.
  • Independently completed Construction to Permanent real estate loans by reviewing loan documents and making accurate changes to servicing system for a seamless transition.
  • Ensured the accurate daily transfer of new commercial and retail loans to the system.
1999 - 2003

Adjustable Rate Mortgage Representative

JPMorgan Chase & Co., Columbus, Ohio
  • Independently expedited customer requests nationally for adjustable to fixed rate conversions within a finite time window requiring strong calculation skills, clear communication, and the accurate creation and distribution of modification agreements.
  • Resolved high volume of national mortgagee calls regarding rate adjustments, buydown subsidy issues, and conversion options using advanced knowledge of loan products and quality customer service resulting in a more satisfied customer.

Skills

Skills

Microsoft Office

Access, Excel, PowerPoint, Word, Communicator, SharePoint, Outlook

Customer Service

Advanced written and verbal internal and external customer service communication

Mortgage Servicing

Over 9 years of experience in the industry including: default, operations, property preservation, commercial, residential, adjustable rates, subsidies, and customer service.

Education

Education
2003

Bachelor of Arts

Otterbein University, Westerville, Ohio

Human Resource Management