Project Management Mortgage Servicing

Arata Pham

Contact number: (***) *** - ****

Email: ********@*****.***

Objective:

Seeking a role that leverages my extensive experience in business operations, including customer communication, database management, mortgage servicing, and loan origination systems. With my background and expertise in business analysis, project management and Microsoft Office 365, I will be able to add positive value to an organizations technical and business needs.

Technical Summary:

Automation tool: Foxtrot, Automate tasks in Excel.

Mortgage Systems: Fiserv (Core Banking Signature System), Mortgage Servicing Platform (MSP), InterContinental Exchange (ICE) aka the old Black Knight Portal and Director (BKFS D7), iDisburse, Navigator, Director Configuration, BKFS Loan boarding FC (File Converter)/DCT (Data Conversion Task), BKFS Passport, Customer Service, Hazard Insurance, Loss Mitigation, SSO Admin.

Microsoft Office 365: MS Word, Excel, PowerPoint, Visio, Outlook Express.

Content Service Platform: ImageCentre (FCM), OnBase, Nautilus, ISView, JIRA, ServiceNow.

Loan Original System: Mortgagebot, Encompass.

Technical skills: Oracle developer site (Base Data Extract), BI, Project management, Excel VB scripts, SQL query, data mapping, data conversion..

Professional Experience:

First Hawaiian Bank Honolulu, HI

RE Business System Analyst 12/2020 - Present

Develops a relationship with and maintains the confidence of business unit employees and management.

Provides systems support services for all Residential Real Estate Div. (RRED) servicing approximately 290+ users across the bank for systems like Encompass (Loan Original System) and Mortgage Servicing Platform (MSP).

Completes the ICE (BKFS) Portal/Director 7 migration project in 3rd quarter 2022.

oMoved individual users from BKFS Lender Portal to new BKFS Portal.

oConducted user training in signing in, portal navigation and Director 7.

oMonitor user activity/adoption.

oTracked issues for resolution.

oProject documentation.

Conducts approximately 120+ admin activity for provisioning, changing access or terminating user accounts for BKFS MSP and ICE Encompass.

Conducts Year End project as a coordinator/leader with the vendor BKFS to 1099/1098s tax forms to internal mass exchange automation team.

Conducts periodically data cleansing due to errors from previous loan boarding and data conversion included the transfer of 400 accounts of Bank of West (BOW) to Dovenmuehle Mortgage Incorporation due to subservicing’s project.

Anticipates or responds to requests from customers/clients (end-users) for solutions to business needs and problems.

Conducts an alternative evaluation (automated/manual) business solutions and requirements.

Conducts a research and analysis to the implications of the solutions to other products and/or systems with recommendation.

Conducts a list of as a business system analyst performs on writing proposals outlining the request and proposed solution, estimates of effort, duration and cost to implement resulting changes to policy or procedures.

Presents the proposals to management to obtain approval on approach and funding.

Works with the customer/client (end-users) to define detailed business requirements and specifications upon which the result will be measured.

Assists in the implementation strategies using appropriate information system functions and/or translating the requirements into business specifications from which the programming staff can perform detailed analysis and write software programs.

Working knowledge on Oracle SQL Developer

Working knowledge on Project Management

Working knowledge on Power BI Desktop

Territorial Savings Bank via Staffing Partner Hawaii Honolulu, HI

Loan Officer’s Assistant 9/2020 – 11/2020

Conducted checking the documents from the Loan Origination System (Mortgagebot) to comply with Fannie Mae request.

Conducted Escrow tracking process such as preliminary, CPL and Wire instructions.

Conducted multiple requests to Insurance and Replacement Cost Estimator, and appraisal.

Prepared Loan Estimation and Cash Flow analysis.

American Savings Bank Honolulu, HI

Senior Business Analyst 1/2020 – 6/2020

Conducted Run/Troubleshooting Foxtrot’s automation scripts to support different business unit levels such as deferment payment, change the control late fee, and update credit bureau.

Conducted Quality Control on the Commercial line Small Business Administration/Paycheck Protection Program project.

Conducted Data Mapping and Documentation to Data Governance.

Conducted a review in different business unit workflow for future process improvement.

Finance Factors Honolulu, HI

Loan Support Specialist II 9/2013 – 1/2020

Conducted Run/Troubleshooting Foxtrot’s automation scripts to support the loan boarding team.

Worked with different business units to gathering of information and documentation and test cases.

Conducted the Escrow tracking system project (Miniter software solution).

Performed Excel/Access/Word/PowerPoint/Outlook and AS400 queries scripts development.

Coordinated with IT admin on the test bank environment, new functions, testing and reports.

Conducted the research and analyze on the inconsistency data due to human errors and system.

Coordinated with other banks and IT staff and Fiserv vendors to develop solutions, and working on business gap analysis.

Conducted an excellent work ethic and collaboration and comfortable with cross team members discussion.

Decision Research Corporation (DRC) Honolulu, HI

Quality Assurance Analyst 3/2008 – 4/2013

Conducted Effective Analysis and Eliciting of business requirements for Worker Compensation and Commercial line of business.

Conducted research for business solutions with technical recommendations using of company standard.

Conducted an Effective Analysis of Defects/Issues on the cause of problems.

Conducted a successful set QA standard workflow and process for the company.

Conducted an Effective Writing of test plans and creating up to 2,000 test cases.

Conducted an Effective reviewing and updating the new changes of technical and business documentations.

Education:

Watermark Learning Academy Minneapolis, MN

Certificate of Achievement 2022

Hawaii Pacific University Honolulu, HI

Masters of IT Business Administration May 2007

Marshall University Huntington, WV

Bachelor’s degree of Arts May 2005

Villanova Online University Villanova, PA

Certificate in BI Business Analyst 2016

Community Involvement:

Blood Bank of Hawaii Honolulu, HI

FHB Coordinator 2021 - Current

Hawaii Primary Election with the State of Hawaii Honolulu, HI

Volunteer as Customer Service 7/24/2020 - 8/8/2020

Finance Factors Ltd. Honolulu, HI

Volunteer in Charity breakfast 2013 - 2019

The Institute of Human Services Honolulu, HI

Volunteer as Data entry 2013

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