MORTGAGE BANKING EXECUTIVE ANALYST Summary Focused Operations Manager successful contract negotiation process improvement. Remains calm poised even high-pressure situations. Leverages in-depth knowledge industry trends shifts offer valuable insights opportunities new growth expansion. Highlights Change management Policy/program development Cross-functional team management Staff training Supervision training Skilled negotiator Sound judgment Computer-savvy Calm pressure Complex problem solving Operations management Accomplishments Business Development: Successfully grew business [action]. Project Management: Initiated [project] resulted [positive outcome]. People Management: [Describe accomplishment 1] [Describe accomplishment 2] Financial Management: [Describe accomplishment 1] [Describe accomplishment 2] Research Conducted research led development [program]. Leadership Served key contributing member Leadership team. Experience Company Name January 2009 Current Mortgage Banking Executive Analyst City State Responsible escalated issues problem solving providing support answering inquiries Internal External Partners, Senior Management Third Party Customers relating delinquent mortgage accounts intent bring delinquent accounts current. Responsible researching providing customized documentation Senior Executives Management servicing default related issues. Ability work Servicing Systems well accurately analyze information system depth knowledge Chase products services Participation various initiatives initiate improvement departmental projects. Collaborated legal compliance ensure accurate resolutions provided escalated mortgage issues Monitor research Government Agencies concerns pertaining mortgage lending practice customers communicate response either telephone written response. Create reports senior management monthly volume correspondence received office Consumer Financial Protection Bureau Office Comptroller. Built maintained relationship internal/external partners. Communicate customers either telephone communication written response assist concerns mortgage issues Handle 300 cases weekly Loss Mitigation including cases involving suspicious activity. Tracked communicated business goals team meet weekly, monthly matrix provided daily report upper management team/department performance SLA. Self-authored written responses, adhering Chase's business letter-writing guidelines within RESPA guidelines. Company Name January 2003 February 2015 Business Manager Analyst Research accounts needed resolve delinquency payment issue applied incorrectly issue credits needed. Term employee's group life plan needed also groups non-payment, salary changes, collection calls, send delinquent letters account 30-45 day. Take inbound customer relation calls brokers clients assisting resolving issues pertaining problems billing, enrollment, credits, terminations etc. Responsible accurate timely processing new firm installation new sold cases (small, large, voluntary, self-administered), benefit changes, maintenance administration Collaborate clients, A/R Sales increase speed receivables prevent interruption service clients Work extensively Executive Directors Management escalated cases billing discrepancies test plans cases business process applications Manage workflow Supervisors upper level Management. Responsible various project management gathering information documentation test plans cases business process applications Supervise staff 25 people. Vera Perry Cont._. Managed team 25 Company Name January 2006 January 2009 Deposit Recovery Collector City State Risk Management Deposit Recovery Collector Was responsible customer communications make scheduled payment arrangements bring past due accounts current. Worked quantrax Auto Dialer system. Recorded customer communications document accounts within department metrics company policy collection accounts receivable efforts keep accounts within company current status. Company Name January 2003 January 2007 Senior Tax Preparer Manager City State Served executive assistant management team, handled busy phone system, functioned primary liaison customers ensured consistently positive customer experience. Helped drive 10% increase customer satisfaction (as measured customer survey (2003-2007). Created automated daily stats report reduced inaccuracies provided management important decision-making tool. Quickly became trusted assistant company president, executive staff office manager earned reputation maintaining positive attitude producing high-quality work. Trained new tax preparer audited processed work assure accurate information reported IRS behalf customer individual business taxes. Managed staff ten (10) plus tax preparers. Skills accounts receivable, billing, Business Analysis, business process, CMS, clients, customer satisfaction, decision-making, documentation, Senior Management, Fast, Financial, Government, Imaging, legal, letters, Lotus, Excel, Office, PowerPoint, Microsoft Word, office manager, Oracle, Peach Tree, phone system, problem solving, producing, project management, quality, researching, Research, Risk Management, Sales, SLA, Solomon, tax, taxes, telephone, Workflow, written Education San Francisco State University Bachelors Science Management City State Management CAL State Hayward Bachelor Business Administration Accounting City State Accounting BA BS