MORTGAGE BANKING RESEARCH SPECIALIST Summary My goal obtain career associated company I utilize skills gain experience enhancing company's brand reputation. Highlights 5+ years Leadership Supervisor/Manager Customer Escalation Management Executive Office Complaint Handling Resolution Project Management Facilities Management 10+ years Call Center Environment Mortgage Default Originations Loss Mitigation Non-IS Auditing Escalation Resolution Auditing Compliance Regulatory Quality Control Accomplishments I created EMS Audit Training Guide used trained new Auditors used refresher existing Auditors I assisted Implementation QC review process EMS EO Analyst QC submissions Compliance review stage Customer Direct written complaint responses. I maintained rating Exceeds monthly annually departmental goals measurements Experience 02/2010 Current Mortgage Banking Research Specialist Company Name － City State Previous Positions Held Collector III, Shortsale Solicitor, Loss Mitigation Rep, Customer Assistance Escalations Specialist, CART Audit Group, Sr. Lead Operations Specialist I currently provide feedback, guidance, direction 30+ agents Texas Arizona offices daily basis. I review research Executive Office complaint responses compliance regulatory checks I identify work internal external LOB partners obtain thorough resolutions Executive Office complaints inquiries I created EMS EO Quality Control process put place ensure EMS EO continue get expected results resolving customer's issue, providing great customer experience, control service level aging. I mitigate various lines business rejects calibrating internal partners regarding complaints researched EMS dept. I managed EMS QC Sharepoint site currently house QC pass fail decisions I Audit Escalation Management Department closed Infosource cases accuracy, coaching opportunities, identifying departmental trends. 06/2005 12/2009 Sr. Loss Prevention Lead Company Name － City State Advanced increasingly responsible positions, culminating management assistance role oversight 12+ member team. Trained/assisted employees daily responsibilities monthly production goals. Handled supervisor talk offs monitor calls quality assurance Maintained high ratings monthly annually departmental goals measurements. I analyzed team department reports develop ideas production quality enhancement. 01/2001 06/2005 Loss Prevention Supervisor Floater Company Name － City State Led team 12+ Loss Prevention Representatives portfolio 100 160 accounts days delinquency ranging 60 150 days. I analyzed team department reports develop ideas production quality enhancement. Handled supervisor talk offs monitor calls quality assurance Effectively trained coached new hires department excel current position Commuted Ford Motor Credit Volvo Finance offices assist special projects assigned. Identified performed coaching opportunities, action plans, side side evaluations, recommendations recognition terminations. 05/1998 12/2000 Assistant Facilities Manager Company Name － City State I managed organized maintenance employees contractors premises daily meet goals business. I implemented employee schedules organized shifts according business needs I responsible complying local state safety requirements buildings (3) including employee training, facility inspections, cleaning, support services, security premises. I managed projects including facilitating departmental moves beginning end. This included working internal departments external vendors contractors complete project. Education current Bachelor's Degree Business Administration Finance Ashworth College － City State Business Administration Finance Skills Thorough comprehensive knowledge policies procedures. Bankruptcy, FDCPA, FCRA, SSA, Fannie Mae/Freddie Mac/USDA guidelines, DWS, MSP, Lenderlive, LPS, BART, Infosource, Agent Desktop, Early Resolution, TAS, Fortracs, Ivault, CMS, VLS, ICAT, CAT, CCW, SPO Tool, Vendorscape, Control Link, expert user MS Word, MS Excel, Powerpoint, Oracle applications. I skills escalation complaint handling audit processes in: modification, shortsale, collections, recovery, bankruptcy, escrow, property preservation, REO Executive Office. I possess strong leadership, analytical, critical logical thinking, problem solving, organizational negotiation skills, effective written verbal communication/presentation skills, team player, goal driven, results oriented.