Operations Supervisor Processor
Resume:
Felicia R. Pinckney
Ft. Worth, Tx 76131
Summary of Qualifications
• Excellent verbal and written communication skills
• Experience with managing internal and external relation issues
• Proficient with Microsoft Office Suite
• Committed to work with colleagues to achieve department goals
• Reliable worker with the ability to quickly learn new concepts and skills
• Dependable, responsible, efficient, hard working individual with high level of integrity
• Demonstrates advanced knowledge of loss mitigation and foreclosure processes
• Advanced Loss mitigation, Modification and Special servicing skills
• Served as subject matter expert in escalation resolution
• Able to effectively communicate workout policies with attorneys and outside agencies Employment History
First American Mortgage Solutions 6/2014 to Current Sr. Escrow Curative Representative
• Support Team Leads and team members by handling escalated/unresolved issues and complaints during the title clearing process
• Review files for Grade A or Grade A- using lender specific requirements
• Contact customer to discuss and clear discrepancies title and obtain missing documents and or signatures to proceed with Title Clearance/ Refinance
• Research Title History, contacting previous mortgage lenders, County Tax Office and various lien holders to assist with releases needed to clear title.
• Contact and maintain working relationship with vendor processors to facilitate and expedite work flow
• Work 60+ daily filters
• Train and Assist team members with daily work as needed Penncro Associates Inc. 3/2011 to 5/2014
Operations Supervisor II
• Support Site Supervisors and team members by handling escalated/unresolved issues and complaints
• Provide coaching and training to new hires and less experienced team members
• Meet, maintain and exceed set team and site metric goals, complete WBT’s and training as needed
• Coach agents on performance standard and Quality Excellence, assessments of team .
• Handle complex escalation issues requiring research and multi department interactions
• Special Projects and Support as needed
• Interview New Hire applicants
Ocwen Financial Corporation / Homeq Servicing 7/2007 to 10/2010 Loan Modification Processor/Underwriter
• Reviewed and processed loan modifications per the Home Affordability program
• Reviewed, processed, and underwrote in- house loan modifications
• Performed in-depth financial analysis to determine best loan workout strategy
• Prepare and made recommendations for payment/forbearance plans
• Portfolio management-managed a portfolio of loans throughout workout process
• Handled complex escalations issues
• Participated on task forces and project teams
• Special Liaison to the Litigation Department
• Supported Supervisors and team members by handling escalated/unresolved issues
• Provided coaching and training to new hires and less experienced team members California Earthquake Authority 11/2005 to 11/2007 Consumer Services Representative
• Provided insurance information and policies procedures to customers
• Reviewed billing and made necessary adjustments
• Reviewed and updated account information
• Review account disputes and resolved disputes
Education
Ohlone Community College Fremont, California
Business Administration and Computer Science
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