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Agile Product Owner Resume

Columbus, OH

SUMMARY:

To advance my career within an organization that supports and encourages individual thinking and accountability while delivering valued solutions to complex business challenges.

EXPERIENCE:

Confidential, Columbus, OH

Agile Product Owner

Responsibilities:

  • Responsible for making critical decisions regarding importance of features related to projects that have been assigned to one of the seven Scrum teams
  • Prioritizes backlog of small enhancements as well as projects based on the number of hours available for commitment
  • Communicates with business partners any roadblocks encountered or additional items needed to execute the work requested in the approved project

Client Services Relationship Manager, Associate

Confidential

Responsibilities:

  • Currently responsible for all aspects of project management for various home lending, business banking, consumer banking and auto finance teams, including gap analysis and monitoring to project delivery stage
  • Provide internal client support for all escalated technical needs related to sending documents to or retrieving documents from the archive as well as ensuring all process gaps are remediated on behalf of the client
  • Coordinate with other agile and non - agile methodology teams to obtain outcomes to satisfy client project needs

Change Management Business Process Analyst, Associate

Confidential

Responsibilities:

  • Identified cross-team impacts and communicated needs as appropriate to peers as well as other senior business leaders
  • Identified partners and collaborated with individuals throughout organization to gain consensus and approvals for procedural and strategic communications content
  • Supported all aspects of guideline publishing process

Default Risk Policy Administrator, Assistant Vice President

Confidential

Responsibilities:

  • Coordinated activity within the policy department from a system administration perspective
  • Developed Confidential enhancements including test scripts, UAT testing, and production implementation and train the Policy team on new Confidential updates
  • Conducted cross impact assessments of new policies across the entire Servicing and Default LOBs

Default Quality Assurance Specialist, Assistant Vice President

Confidential

Responsibilities:

  • Conducted audit testing for default processes within multiple lines of business. Business exam responsibilities included Bankruptcy, Foreclosure Review, Breach, Declined Loss Mitigation Workouts, and Collections
  • Created and implemented an exam approach that incorporates a review of borrower loans for SCRA protection
  • Created, implemented, and trained for new exams capturing default processes with emphasis on compliance with Freddie Mac, Fannie Mae, and HUD regulations

Senior Compliance Officer, Legal Department Assistant Vice President

Confidential

Responsibilities:

  • Oversaw the responses to complaints issued to customers as well as regulatory agencies by the Executive Corporate Complaint Office of the bank, in addition to directing the department on the handling of matters involving high reputational and legal risk
  • Received and resolved specific customer complaints that were sent to our Senior General Counsel, in addition to using these complaints to identify specific process breaks within our business practices
  • Identified and handled high level complaints related to default processes involving active Military Service Members

Confidential

Case Manager

Responsibilities:

  • Responsible for managing a portfolio of mortgage loans that were referred to the Confidential Preservation office by non-profit organizations across the nation for various workout solutions to avoid foreclosure
  • Monitored the work of internal loss mitigation efforts for all mortgage portfolios, including prime, non-prime and home equity to ensure that all avenues of assisting the mortgagor had been appropriately explored while constantly staying in communication with the referring non-profit agency
  • Built and maintained relationships with various mortgage investors, including government offices as well as private investors to create an environment in which solutions outside of normal guidelines could be entertained to solve delinquencies on mortgage portfolios

Senior Closing Specialist

Confidential

Responsibilities:

  • Took full ownership of mortgage loans that were undergoing the modification or short sale process to ensure proper completion of the process within the timeframes demanded by the loan investor
  • Guided customers and third parties through the workout process to avoid a foreclosure
  • Communicated regularly with Freddie Mac regarding status of specific time sensitive workouts that have been approved

Senior Foreclosure and Bankruptcy Research Specialist

Confidential

Responsibilities:

  • Researched high risk mortgage loans for possible corporate errors involving foreclosure filings and resolved these errors to avoid litigation
  • Settled pending litigated cases with as little damage as possible to the corporation
  • Researched and resolved disputes involving workout options between Chase and mortgage customers to avoid foreclosures, including payment and credit disputes

Confidential, Grove City, OH

Customer Service Consultant

Responsibilities:

  • Handled inbound calls from customers regarding online orders placed including locating merchandise in local stores, placing online orders for merchandise, package status questions, and specific merchandise questions.
  • Additional duties included being a member of the gift card and Banana Republic Luxe team
  • Assisted with the training of new customer service associates through system training as well as company policy training
  • Handled inbound calls from customers regarding escalated store issues, such as complaints regarding store condition and treatment from sales associates.
  • In addition, resolved defective merchandise issues as well as provided support to store associates regarding loss prevention and customer merchandise return issues

Confidential, Columbus, OH

Senior Foreclosure and Bankruptcy Research Specialist

Responsibilities:

  • Researched high risk mortgage loans for possible corporate errors involving foreclosure filings and resolved these errors to avoid litigation
  • Settled pending litigated cases with as little damage as possible to the corporation
  • Researched high risk mortgage loans for possible discrepancies involving the corporate monitoring of personal bankruptcies filed by mortgagors and resolving these errors to avoid litigation

Customer Advocate Professional

Confidential

Responsibilities:

  • Handled inbound calls from customers who were unable to receive resolution concerning a variety of mortgage related issues through the main call center
  • Worked with customers to achieve resolution to their concerns through whatever means necessary
  • Facilitated and conducted training for main call center representatives in targeted areas, such as satisfying irate customers and customer retention

Customer Service Professional

Confidential

Responsibilities:

  • Answered inbound calls from mortgagors concerning the servicing of their loan as well as, upon their request, directed customers to the appropriate places for other services offered by the bank
  • Moved funds upon the request of customers that were originally misapplied to incorrect locations of their loan, such as additional principal payments applied incorrectly to the escrow account
  • Manually reconciled and explained escrow accounts to customers to ensure they had a clear understanding of the account

Confidential, Columbus, OH

Customer Service Representative

Responsibilities:

  • Answered inbound calls from health plan participants as well as health care providers concerning benefit coverage, plan restrictions and exclusions
  • Reviewed appealed medical claims for possible errors in processing and made necessary corrections
  • Answered questions and maintained a database of participating medical providers in the Columbus Ohio area for the CIGNA PPO medical plan

Confidential, Columbus, OH

Technical Support Associate

Responsibilities:

  • Assisted customers as well as agents of the firm with website navigation in an inbound call center environment
  • Tracked trends in outage frequencies on a rotating weekend basis and advised web designers of these trends so appropriate corrections could be made, as well as facilitated temporary corrections of these outages until permanent repairs could be made to limit the amount of time the website was non-operational

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