SUMMARY:

• Business/Insurance Analyst with extensive experience in performing high - level research and identified discrepancies. Highly proficient in auditing loan and insurance documents.
• Proven track record of superior customer service skills with an ability in building and maintaining mutually beneficial business relationships. Leverage a rare blend of analytical skills, interpersonal skills, and attention to details.
• Excellent written and oral communication abilities.
• Strong critical thinking, problem solving, and time management skills with proven success handling multiple responsibilities and projects. Adept in working within a fast-paced and often changing corporate environment.
• Detail-oriented, analytical thinker with exceptional work ethic and quantitative skills. Excellent organizational and effective time management abilities.
• Proven to exercise good judgment and work independently; able to identify problems and remedy quickly and efficiently with a track record to resolving customer issues without escalation.
• Consistently adapts easily to changing business demands. Prioritizes and manages multiple tasks simultaneously and work within constraints.

AREAS OF EXPERTISE:

• Quality Assurance
• Policies and Procedures
• Risk Management
• Report Management
• Process Improvements
• Regulatory Compliance
• Insurance / Researching
• Extensive Decision Making
• Troubleshooting
• Escalations

TECHNICAL SKILLS:

• Microsoft Office
• PeopleSoft
• SAP
• Citrix
• ISD Database
• SharePoint
• Remit One Processing and Image Trak system
• Symphony
• CATS
• Flex
• McCracken Strategy
• FileNet Imaging
• CMG Insurance
• Cash Workflow System

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Insurance Analyst

Responsibilities:

• Monitor insurance coverage for the Confidential Portfolio to ensure compliance with loan documents, Servicing Agreements and Investor Guidelines.
• Responsible for collecting and auditing insurance certificates/policies for new loans and renewals, corresponding with offshore team, borrowers, and insurance agents.
• Communicating with customers, business partners, asset managers, and borrowers to resolve escalated, complex, and customer inquiries; performing extensive research to resolve the most complex customer problems and complaints.
• Issuing payment for insurance premiums; proper handling of voided checks, insurance refunds, and cancellation notices; reimbursements, escrow analysis, requesting outstanding invoices and paid receipts; coordinating stop payment for duplicate checks or checks not received. Reviewing reports; ensuring disbursements are completed on time and accurately by planning, coordinating and monitoring daily activities.
• Responsible for conducting quality assurance of loan to ensure process and procedure in compliance with the regulations.

Financial Consumer

• Established/maintained effective customer relationships. Addressed and responded to customary inquiries and requests from and manage escalated and/or complex issues within the servicing
• Perform moderately complex transaction services tasks associated with all payment processing functions to include payment inquiries and account issues.
• Monitor client's daily cash flow balance, process wire for loan payments, insurance, cash, non-cash disbursements, and live checks to beneficiaries, insurance, trustees, and special service payments.
• Perform quality reviews to ensure payments /claims are posting properly and facilitate client reporting to ensure the timely and accurate reporting of transactions including market/regulatory requirements.
• Perform multiple job functions using various systems within the organization such as: processing federally mandated time sensitive legal transactions, avoiding monetary penalties or negative audit results.
• Process insurance, disability, and death claims exceeding the monthly target of 85%.
• Reconciliation of Home Office end of month accounting, charge offs, processing transactions for rebooked personal and mortgage loans, account payoffs, settlements, judgments, trustee, and posting payments while maintaining a >.5% error ratio while processing transactions ahead of service level agreements.

Client Service Analyst / Quality Analyst

• Identified clients and internal risk improvement opportunities to avoid manual and exception processes.
• Skillfully managed daily Integrated Service Database workflow tool to research clients’ inquiries when case is opened for research, providing resolution that prevents escalation to management and prevented loss of business.
• Identify data from mortgage documents and input data into lien release system to prepare releases according to state, and county requirements.
• Met goal of 95% and exceeded target by 98% of the service responsiveness SLA (Service Level Agreement) by coordinating with internal business partners /division to source and managing client issues for successful resolution.
• Achieved 36 consecutive months of exceeding quality target by tracking processing errors and customer inquiries to ensure quality standards were met.
• Increased productivity by 80% with a direct initiative which replaced an internal processing procedure.
• Revise and implement policies, procedures and training materials to assure compliance with government regulations and to maximize efficiency and customer service.
• Post lockbox payments for Confidential Clients.