Experience

Claims Recovery Financial Services, LLC

• Financial Services
• 1 - 100 Employee

• Support Team Lead

  • Mar 2021 - Apr 2023

  Albion, NY -Primary point of contact for team member’s inquiries and claim related issue resolution VIA email and Microsoft Teams -Respond to quality assurance findings and coach accordingly to improve quality and performance -Provide support and document success plans for team members not meeting established production/quality goals -Assist in Audit preparations -Complete monthly quality review of team members and assist team members in items needing improvement -Develop and maintain… Show more -Primary point of contact for team member’s inquiries and claim related issue resolution VIA email and Microsoft Teams -Respond to quality assurance findings and coach accordingly to improve quality and performance -Provide support and document success plans for team members not meeting established production/quality goals -Assist in Audit preparations -Complete monthly quality review of team members and assist team members in items needing improvement -Develop and maintain constructive working relationships with team members, management, clients and vendors -Collaborate with management and Compliance to research and implement investor and client changes -Manage pipeline assignments VIA Excel Claims Due Report of processing and QC staff to maintain equal distribution of files for efficient work flow -Manage submission process within CMS and FHA Catalyst and provide daily updates for tracking file flow -Provide ongoing training and process updates to current staff members -Monitor Pipeline for turn times to insure company standards are met or exceeded -Monitor files for collection of loan documents and verification -Assist and help when processors and quality control specialists are absent or behind -Work side by side with Compliance to update procedures as needed -Run daily, weekly, and monthly reporting to manage paid claims, not paid claims, suspended claims, submitted claims and escalated claims -Work side by side with training department to ensure processors and QC Analysts are properly trained in -current processes and new processes -Collaborate with Clients and FHA VIA email on escalated claims, suspended claims, and unpaid claims to resolve any discrepancies -Ensure to keep morale of department to remain positive and implement new ideas to keep the team engaged -Create Claim Packages for Clients VIA Docuware -Track daily submits to ensure team is staying on target for meeting monthly goal -Complete Non-Incentive claims in FHA Connection

• Quality Control Specialist

  • Oct 2020 - Mar 2021

  Albion, NY -Perform Quality Control reviews of loan files for adherence to specific lender guidelines with an emphasis on client required quality service levels -Review potential fraud and/or misrepresentation, processing/underwriting deficiencies, compliance violations, and/or applicable scope specific opportunities -Analyze and Evaluate information from a variety of sources with excellent attention to detail -Maintain records and correspondence related to work -Update QC spreadsheet as… Show more -Perform Quality Control reviews of loan files for adherence to specific lender guidelines with an emphasis on client required quality service levels -Review potential fraud and/or misrepresentation, processing/underwriting deficiencies, compliance violations, and/or applicable scope specific opportunities -Analyze and Evaluate information from a variety of sources with excellent attention to detail -Maintain records and correspondence related to work -Update QC spreadsheet as needed -Responds to emails and chats promptly and assists with coverage when team members are absent -Assist with training processors for new clients -Suggests corrective actions and follow up that corrective actions are taken and maintained Software: Microsoft Word, Excel, PowerPoint, Outlook, Adobe, Database Entries, “Byte”, RightFax, DocMagic, Foxit, MSP, Docvelocity, FileOnQ, MSP, DLV, Cloud Claims, Yardi, Loansphere Invoicing, First Allegience, AACER, CMS, FHA Connection, Docuware, Sagent, Corelogic, FHA Catalyst, Citrix, KeePass, Carbon Copy, FiServ, VMware Horizon, LSS, OnBase Imaging, ILS, FiServ, LockPath, Report Manager, OneNote, Microsoft Teams, Citrix, MSP, LockPath, DocVelocity, ADP, LPS Desktop, RDS, WebDirect, Proven

• Claims Analyst

  • Jun 2020 - Oct 2020

  Albion, NY -Read and understand FHA Loss Mitigation documents -Prep and Process post-foreclosure mortgage claims(Loss Mitigation) -Analyze and evaluate information from a variety of sources with excellent attention to detail -Familiar with HUD 27011 Claim Form -Excel Spreadsheet Experience -Assist with training other team members -Identify discrepancies on loan documents and take corrective action -Monitor files for collection of loan documents and verification -Assist with… Show more -Read and understand FHA Loss Mitigation documents -Prep and Process post-foreclosure mortgage claims(Loss Mitigation) -Analyze and evaluate information from a variety of sources with excellent attention to detail -Familiar with HUD 27011 Claim Form -Excel Spreadsheet Experience -Assist with training other team members -Identify discrepancies on loan documents and take corrective action -Monitor files for collection of loan documents and verification -Assist with training processors for new clients - Knowledge of trial/forbearance/repayment plan agreements, modifications and partial claims -Comply with CFPB regulations, as well as state and federal and follow/adhere to all policies and procedures within appropriate timeframe. -Understanding of mortgage documentation and processes of loss mitigation, bankruptcy and foreclosure processes. -Collaberates with various support departments within servicing to identify needs and deliver results while meeting deadlines in a professional manner. -Responsible for compliance with RESPA, state & federal laws, GNMA, FNMA, FMAC, FHA, VA and private investor guidelines and procedures.



LoanCare

• United States
• Financial Services
• 700 & Above Employee

• Claims Analyst

  • Apr 2019 - Jun 2020

  Virginia Beach, Virginia, United States -File claims in a timely manner in accordance to HUD guidelines -Responsible for Quality Control and Filing of Part B and CWCOT Claims -File Conventional Claims -Demonstrate clear and effective ideas verbally and in writing with internal and external Clients -Consistently shares relevant information on a timely basis to clients, co-workers and supervisors -Respond to internal and external Client questions and complaints in a timely manner -Proficient with numerous Mortgage… Show more -File claims in a timely manner in accordance to HUD guidelines -Responsible for Quality Control and Filing of Part B and CWCOT Claims -File Conventional Claims -Demonstrate clear and effective ideas verbally and in writing with internal and external Clients -Consistently shares relevant information on a timely basis to clients, co-workers and supervisors -Respond to internal and external Client questions and complaints in a timely manner -Proficient with numerous Mortgage related systems -Responsible for compliance with RESPA, state & federal laws, GNMA, FNMA, FMAC, FHA, VA and private investor guidelines and procedures. Show less



Conduent HR Services

• United States
• Information Technology & Services
• 700 & Above Employee

• Benefits Associate

  • Oct 2018 - Apr 2019

  Chesapeake, VA Responsible for the development, implementation and-or administration of company or client employee benefit programs including but not limited to healthcare, flexible spending, & retirement (pension planning). • Provides administrative support in one or more specialized functions of Benefits administration • Responsible for the day-to-day service and administration of benefit plans for assigned clients using established procedures and detailed instructions. • Improves… Show more Responsible for the development, implementation and-or administration of company or client employee benefit programs including but not limited to healthcare, flexible spending, & retirement (pension planning). • Provides administrative support in one or more specialized functions of Benefits administration • Responsible for the day-to-day service and administration of benefit plans for assigned clients using established procedures and detailed instructions. • Improves participant decision-making process by having a complete knowledge of the clients health and welfare employee benefit plans including but not limited to medical, dental, prescription plan, life insurance, AD&D, and LTD enrollments and changes; COBRA process, as well as the cost of associated premiums • Assists participants with portal navigation Show less



Atlantic Bay Mortgage Group

• Collateral Analyst

  • Mar 2017 - Sep 2018

  Virginia Beach, VA Collateral, Atlantic Bay Mortgage Group • Verify usage of correct Mortgage and Note • Check completed loan documents for quality control and follow-up • Comply documentation with specific investor requirements • Ship closed loan files to investors and notes to warehouse banks • Ensure closing file compliance with internal requirements • Communicated with customers and settlement agents on a daily basis to obtain missing information required to complete the sale of their… Show more Collateral, Atlantic Bay Mortgage Group • Verify usage of correct Mortgage and Note • Check completed loan documents for quality control and follow-up • Comply documentation with specific investor requirements • Ship closed loan files to investors and notes to warehouse banks • Ensure closing file compliance with internal requirements • Communicated with customers and settlement agents on a daily basis to obtain missing information required to complete the sale of their loan • Create and sort closed loan files Quality Control Specialist, Atlantic Bay Mortgage Group • Oversee incoming and outgoing mail • Verify credit information on current mortgage loans • Review and analyzed loan documentation • Update and corrected information as needed Show less



LoanCare

• United States
• Financial Services
• 700 & Above Employee

• Escrow Processor

  • Feb 2013 - Mar 2017

  Virginia Beach, VA Escrow Processor, LoanCare, LLC July 2014-March 2017 • Order the trial and final mass escrow analysis reports each month by state • Review each loan to ensure accuracy of the analysis and update any changes and/or corrections to the loan • Review monthly edit reports of loans not analyzed and make necessary corrections/updates • Review and analyze loans in Foreclosure, Loss Mitigation and Bankruptcy • Completes task assigned from other departments in order to update or… Show more Escrow Processor, LoanCare, LLC July 2014-March 2017 • Order the trial and final mass escrow analysis reports each month by state • Review each loan to ensure accuracy of the analysis and update any changes and/or corrections to the loan • Review monthly edit reports of loans not analyzed and make necessary corrections/updates • Review and analyze loans in Foreclosure, Loss Mitigation and Bankruptcy • Completes task assigned from other departments in order to update or research loans, taxes, hazard insurance and PMI -Responsible for compliance with RESPA, state & federal laws, GNMA, FNMA, FMAC, FHA, VA and private investor guidelines and procedures. Customer Service Escalation Team, LoanCare, LLC August 2013-July 2014 • Handle all escalated calls from borrower regarding loan • Work tickets to ensure escalated issues are taken care of in a timely manner • Handle escalated complaints and research for solutions Customer Service Representative, LoanCare, LLC August 2013-July 2014 • Handle inbound and outbound calls from customers • Perform customer verifications • Effectively communicate with customers via telephone, email and chat • Provide information in response to inquiries about mortgage products and services • Obtain and evaluate all relevant information to handle inquiries and complaints • Maintain customer records by updating account information • Research and resolve customer inquiries related to escrow trial and final analysis Customer Service Representative, LoanCare, LLC February 2013-August 2013 • Handle inbound and outbound calls from customers • Perform customer verifications • Effectively communicate with customers via telephone, email and chat • Provide information in response to inquiries about mortgage products and services • Obtain and evaluate all relevant information to handle inquiries and complaints • Maintain customer records by updating account information • Research and resolve customer inquiries related to escrow trial and final analysis Show less



International Marketing Association

• United States
• Advertising Services
• 1 - 100 Employee

• Customer Service Manager

  • Jul 2011 - Feb 2013

  Virginia Beach, VA • Handled irate, and defensive customers as escalated calls • Strong interpersonal communication skills • Problem Analysis and problem solving • Time Book Management • Oversaw 20+ customer service representatives, directly monitoring and coaching their call center performances, resolved escalated customer complaints and issues ensuring one call resolution • Analyzed calls, reviewed call log errors, troubleshoot to obtain one call resolution • Handled all aspects of managerial… Show more • Handled irate, and defensive customers as escalated calls • Strong interpersonal communication skills • Problem Analysis and problem solving • Time Book Management • Oversaw 20+ customer service representatives, directly monitoring and coaching their call center performances, resolved escalated customer complaints and issues ensuring one call resolution • Analyzed calls, reviewed call log errors, troubleshoot to obtain one call resolution • Handled all aspects of managerial requirements, including filing documents, working with confidential information, and performing data entry functions • Established higher call center standards by redesigning employee performance cards to capture essential qualities of high-level customer service, and feedback for constructive criticism reasons Show less