Alexis Jones

• Providing exceptional customer service and effective communication skills, both in writing and orally
to both internal and external customers and organizations
• Effectively and professionally communicate with borrowers (both orally and in writing) regarding
document needs that will assist in ordering and retrieving third party documentation
• Ensure daily, weekly, and monthly internally specified requirements surrounding successful ordering,
retrieval, document review, and system updates are made in timely and accurate fashion
• Evaluate underwriting requirements for each document and ensure document meets specifications
• Single point of contact for all third party document ordering, fulfillment and criteria evaluation
• Scan, parce, and/or upload documents into the loan through the Loan Origination System (Octane)
• Work as a team with sales, transaction coordinators, underwriting, closing, funding, and management
to ensure assigned loans are being processed with timeliness, attention to detail, accuracy, and within
compliance of corporate policies, agency, and all state and federal laws
• Meet deadlines and quality standards
• Effectively manage multiple demands and competing priorities
• Develop effective professional partnerships with all colleagues

• Communicate status updates to all internal and external parties as needed including immediate
escalations regarding concerns surrounding third party loan documentation delays or concerns to internal
loan team

•Retrieval, intake, parsing, and scanning of loan documentation
• Upload of loan documents into applicable areas within the Loan Origination System
• Preparing, shipping and tracking allonge to notes for warehouse approval and shipping
• Understand how the Document Management Specialist role fits into the larger organizational context
and ensure the smooth handoff of work to loan partners
• Process documents in an accurate and timely manner to ensure proper audit procedures are followed
• Meet deadlines and quality standards
• Effectively manage multiple demands and competing priorities
• Develop effective professional partnerships with all colleagues
• Ensures exceptional customer service by maintaining a thorough knowledge of lending programs,
policies, procedures and regulatory requirements, demonstrating a commitment to professional ethics,
complying with all Federal and State compliance policies and adhering to TILA requirements
• Other duties as needed or assigned by the Compliance Support Manager

• Processing Wires that are stopped due to location restriction guidelines from Bank Secrecy Act and
FinCEN (Financial Crimes Enforcement Network)

• Manage individual pipeline to safeguard service level agreements, production, quality and compliance
within the Funding Department.
• Perform Pre-funding audits to verify accuracy of loan documents and data points within the loan
origination system.
• Engage with Closing, Processing and Underwriting team members to clear option conditions.
• Review and cleared alerts generated by the loan operating system and compliance tools
• Ensured Pre-funding audits, wire requests and disbursements adhered to rate lock confirmation, loan
approval and product and investor guidelines.
• Uploaded funding documents to CORE and monitor submission for wire release and promptly cure
deficiencies.
• Updated loan original system with funding and wire release details Collaborate with Closing Agent and
internal parties to resolve concerns arising at Funding.
• Respond to emails, phone calls and voicemails in a timely manner
• Participate in training, learning and knowledge events

Serving customers who have fraud and Non- Fraud on their account and dispute charges in visa to help
the customer to become whole again by.
• Closing Cards in CIV
• Stat using cards to U in Hogan system
• Issuing new cards to customers
• processing claims
• Filling Claims

Communicate with borrowers and/or agencies of loan modification decision, current status,
options,timelines, coordination touch points, and borrower obligations through the process.
• Recommend solutions to maintain home ownership,including HAMP, proprietary
modifications,repayment plans.
• Discuss liquidation options including short sales, deed in lieu, etc.

• Responsible for analyzing the borrower’s financial situation and making recommendations on loan
modifications/workout options to resolve delinquency.
• Identify, maintain, track and log requested documentation for loan modification review.
• Worked with underwriters Serviced FHA, FNMA, FHLMC ,GMA,USDA,WO (Wells owned), BP (Bank
&Private).
• High call volume Taking Inbound and making outbound calls 50 - 100 calls a day.
• 1 Year of Processing documents- 4506-T
• Executing 4506-T form
• Mortgage Assistance Application
• Profit and loss statements
• Ordering Property Inspections
• Tax Returns
• Pay Stubs
• Bank statements
• Social Security Award letters

• Managed a high-volume of inbound and outbound customer calls. Addressed and resolved customer
product complaints empathetically and professionally.
• Gathered and verified all required customer information to send the customer to the correct
department for their Insurance needs.
• Answered any questions the customer may have had regarding Medigap, supplemental and Medicare
Advantage plans.
• Scheduled in home/ Hotel meeting for insurance sales agents to come to the home for the elderly to
get more information on products. Defused volatile customer situations calmly and courteously.
• Ensuring that the consumer has Medicare A&B and have a SEP (Special Enrollment Period).
• Tier 1 Captive Medicare Engager
• Outbound dialing consumers who sent in post cards for information on benefits

• Analyzed call volume and average call time to monitor Customer Service -Representative Performance
and productivity.
• Answered a constant flow of customer calls with up to 60 calls in queue per minute
• Improved call center functionality and service capacity by resolving customer complaints efficiently
and quickly.
• Developed all process controls and metrics for daily management of the Call Center
• Managed high call volume with tact and professionalism
• Billing
• Phone Activation's
• Plan Changes
• Address Changes
• Adjustments/Credits
• Phone Upgrades
• Troubleshooting Phones