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Claims Business Analyst Resume

Milwaukee, WI

SUMMARY:

Highly motivated, analytical, goal orientated individual who through financial banking, mortgage servicing, customer service, supervisory and management experience has developed excellent communication skills, problem solving skills, and enjoys a fast - paced environment. Proven leadership skills in banking, loss mitigation, supervision, customer relations, underwriting and service management.

SKILL:

  • Process improvement Team work
  • Quality assurance and control Leadership
  • Negotiation skills Positive thinker
  • Proficient in MS Office Problem solving
  • Superior organizational skills Audit and compliance
  • Strong customer service Credit analysis
  • Underwriting Staff and development
  • Complaint resolution Self starter
  • Adept at cash flow analysis Work under tight time constraints
  • Research projects

EXPERIENCE:

Claims Business Analyst

Confidential, Milwaukee, WI

Responsibilities:

  • Worked on a project that impacted the way information was received from customers. Project involved presentation to the CEO.
  • Monitored, gathered, and analyzed information from various media regarding key servicing and default servicing news for potential impact to the claims business units. Reviewed information to determine most effective method to organize d Confidential for analysis and reporting purposes.
  • Developed methods for tracking and communicating information to claims leadership and other management teams.
  • Responded to requests from upper management for information, performed research and reported findings on regulatory impacts as well as impacts to the mortgage insurance industry.
  • Comprehensive knowledge of business, residential loan servicing principles, residential mortgage industry, real estate and mortgage loan default servicing. Role required ability to recognize industry trends, changes to regulatory impacts as well as emerging programs or issues that could impact the claims servicing area.
  • Made weekly presentations to the leadership team on regulatory issues and impacts to the business.
  • Filed monthly, quarterly and semiannual reports to the government for Confidential ’s political activity.

MortGage Loan Analyst

Confidential, Milwaukee, WI

Responsibilities:

  • Approved an average of 75 short sales per month resulting in a savings of $1,500,000 per month in interest and expenses.
  • Approved an average of 10 repayment plans per month resulting in $4,000 per month savings.
  • Approved an average of 100 loan modifications resulting in $4,000,000 per month savings.
  • Negotiated $300,000 average per year from borrowers on non-hardship cases.
  • Increased efficiency by 25% by developing a streamlined way of reviewing files for loss mitigation efforts.
  • Analyzed files in different stages of foreclosures and delinquencies.
  • Worked with borrowers, banks, mortgage servicers, Confidential, and Freddie Mac, attorneys,
  • Gathered and reviewed borrower’s financial information including taxes, income, credit report, bank statements, monthly expenses, appraisals, and assets.
  • Knowledge of government programs to determine best possible solution for mitigating losses.
  • Extensive knowledge of short sales, loan modifications, deed in lieu and repayment plans.
  • Position was a high-profile hands-on position with tight time constraints and the opportunity to work with various management levels.
  • Subject matter expert for Confidential ’s loss mitigation program.
  • Audited Confidential files for compliance to the master policy and decisions made by banks. Required out of state travel to mortgage servicers for the audit.
  • Educated borrowers as to various facts, laws, and ideas surrounding loss mitigation process moderately concentrating on their rights as a borrower and our rights as a mortgage insurer.
  • Reviewed credit documentation from the customer and third-party vendors necessary to support the loan approval decision validating and verifying loan application information supporting income, asset, and liability, taxes.
  • Determined the value of each property by means of property reports, BPO and appraisals.

LOSS MITIGATION SUPERVISOR

Confidential, MILWAUKEE, WI

Responsibilities:

  • Administered staff performance reviews for 14 employees. Coordinated and development to ensure performance goals were met.
  • Supervised 14 employees in Loss Mitigation Department. Responsibilities included coaching, hiring, terminating, , problem solving.
  • Consistently had the highest producing team in number of borrowers helped, and quality control.
  • Increased productivity by 8% by using a best method approach.
  • Position required monitoring individual employees for quality of work, individual goals, and ensuring department and company goals were met.
  • Conducted weekly staff meetings to discuss changes and updates to processes, department and company goals. Conducted one on one employee, mentoring, and individual performance evaluations.
  • Recognized ability in managing resources, time frames, and multiple priorities as well as the ability in creating strategic partnerships that helped achieve aggressive goals.
  • Handled escalated issues from customers.

Customer service manager

Confidential, Milwaukee, WI

Responsibilities:

  • Administered staff performance reviews for 15 employees.
  • Coordinated and development to ensure performance goals were met.
  • Managed 15 employees in Customer Service Department that handled phone calls from customers regarding home mortgages.
  • Position required, coaching, interviewing, hiring, terminating, mentoring, monitoring staff phone calls for professional customer service metrics.
  • Elevated the customer satisfaction index from 86% to 92% within one year; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
  • Handled escalated calls from customers.

LOSS MITIGATION TEAM LEAD

Confidential, MILWAUKEE, WI

Responsibilities:

  • Was the highest producing team member while taking on additional responsibilities.
  • Team Lead for 9 employees in Loss Mitigation Department.
  • Position required assisting the Supervisor of the department.
  • Trained and mentored new employees.
  • Acted as designated Supervisor to assist in daily department functions when Supervisor was not available. Duties included holding department meetings, approving files, handling escalated levels of customer complaints and assigning workloads to staff.
  • Active role in motivating coworkers and communicating monthly goals.
  • Collaborated with attorneys and customers to problem solve legal and financial issues.
  • Completed special projects for upper management.
  • Active role in assisting with quality control.

CONSUMER LENDING REPRESENTATIVE

Confidential, MILWAUKEE, WI

Responsibilities:

  • Grew the branches consumer loan production by $1,000,000 each year.
  • Responsibilities included originating, collecting borrower’s financial information, underwriting, making decisions on approval process and closing consumer loans.
  • Required underwriting knowledge on guidelines for consumer loans, second mortgages, car loans and some first mortgages.
  • Was responsible for new business development and providing solutions for customers financial situations.
  • Responsible for the branch’s growth in revenue and customer deposit base.

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