OBJECTIVE: To find a career that will fully utilize my knowledge and abilities and provide opportunities for both personal and professional growth.

SUMMARY OF EXPERIENCE:

• Vast understanding of banking practices and pipeline management
• Strong computer/data entry skills in multiple financial systems
• Experienced loan interviewer, able to probe for critical details
• Strong customer service and coordination skills

EXPERIENCE:

03/10 - Present Home Preservation Specialist II, Confidential
San Antonio, Texas

• Answers inbound inquiries from borrowers regarding status of the loss mitigation, loan modification, short sale and foreclosure process
• Interviews borrowers to understand borrower's specific situation, identifies and requests the appropriate documents required for loan modification review
• Accesses information on multiple systems to inform borrowers of loan terms, important dates and deadlines
• Communicates and coordinates with multiple Servicing departments (both internal and external) to inform the borrower of current status, options, next steps; remains as the single point of contact to the borrower throughout the loss mitigation, loan modification and foreclosure process
• Ensure necessary information and complete packages are received in a timely manner, maintained, tracked, and logged in multiple systems
• Places outbound calls to notify borrowers when additional loan document information is required; follows up on loan documents
• Notifies and informs borrowers of decisions that are made
• Works with borrower to get loan modifications signed and closed

12/07-10/09 Member Service Representative, Confidential
San Antonio, Texas

• Promoted and sold products and services to existing and potential members
• Addressed member concerns and reconciled accounts
• Obtained Safe Deposit Box certification to include opening/closing of safe deposit boxes, assisted with drillings, and completed SBA file maintenance and record detention
• Audited loan documentation
• Performed telephone transfers, deposits and withdrawals
• Processed VISA payments, IRAs, CDs
• Assisted management with the preparation of employee feedback reports
• Interviewed members for loans
• Balanced transactions and assists members with NETBRANCH automated delivery system
• Set up appointments for investment counseling

07/07-11/07 Customer Service Representative, Confidential
San Antonio, Texas

• Processed move-in/move-out applications for San Antonio residents
• Arranged payment plans for customers needing payment assistance
• Placed reconnect and disconnect orders
• Worked with SAP, ACCURINT, and Bill Matrix systems
• Reported outages, gas leaks, tree trim requests, ANSL security and street lights
• Provided telephone assistance to local agencies

01/04-04/07 Senior Member Services Officer, Confidential
San Antonio, Texas

• Promoted and sold products and services to existing and potential members
• Addressed member concerns and reconciled accounts
• Obtained Safe Deposit Box certification to include opening/closing of safe deposit boxes, assisted with drillings, and completed SBA file maintenance and record detention
• Audited loan documentation, including title work to ensure complete documentation
• Performed telephone transfers, deposits and withdrawals
• Processed VISA payments, IRAs, CDs
• Assisted management with the preparation of employee feedback reports
• Interviewed members for loans and loan closings
• Balanced transactions and assisted members with COMPUBRANCH automated delivery system
• Handled FDR and Bill Pay transactions
• Set up appointments for investment counseling

02/03-01/04 Back Office Representative, Confidential
San Antonio, Texas

• Researched account history on overdrawn accounts
• Mailed recovery letters to clients
• Reversed fees associated with account closures
• Fixed processing errors on customer accounts
• Recovered social security claims following death certifications

05/00 - 02/03 Member Service Officer, Confidential
San Antonio, Texas

• Processed VISA payments, IRA, CDs, and Living Trust Accounts
• Processed teller\'s checks
• Screened and routed calls to appropriate extensions
• Performed telephone transfers, deposits and withdrawals
• Investigated member concerns and reconciled accounts
• Interviewed members for loans and loan closings
• Performed teller duties
• Opened new accounts, sold savings bonds and traveler's checks
• Balanced cash drawers, sold money orders and official checks

05/99-05/00 Accounting Information, Confidential
San Antonio, Texas

• Interviewed members for loans, closed loans and pulled credit reports
• Reviewed member concerns and reconciled accounts
• Dispersed teller\'s checks
• Screened and routed calls to appropriate extensions
• Performed telephone transfers, deposits and withdrawals
• Conducted Western Unions (CMO), CUMO, and bank wire transactions
• Processed VISA payments, IRAs, CDs, and Living Trust Accounts

02/96-07/98 Member Service Specialist, Confidential
Anchorage, Alaska

• Operated VT-420 terminals
• Handled teller\'s checks
• Routed calls to appropriate extensions
• Performed telephone transfers, deposits and withdrawals
• Handled member concerns and reconciled accounts
• Conducted Western Unions (CMO), CUMO and bank wire transactions
• Processed VISA payments, IRA\'s, CDs, and Living Trust Accounts

EDUCATION:

High School Diploma

ACHIEVEMENTS:

• Cross Sell Queen, SSFCU-Dezavala Branch, September 2002
• Senior Leadership Team Award for Excellent Client Feedback, Citibank
• Selected as Wendy\'s Employee of the Month
• Maintained .32% inventory as Assistant Manager of One Price Clothing
• Achieved lowest void total of the month at Marianne
• Maintained 200-250 calls per day as a Member Service Specialist for
• Alaska USA Federal Credit Union

SPECIAL TRAINING:

• PCS Training
• Sales and Displays
• Notary
• MSO
• FDR
• SMSO
• Loan Training Phase I/II