Amy Towne
Yorktown,VA
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
15
15
years of professional experience
Work History
Loan Servicing Specialist
OPNB
07.2024 - 02.2026
- Managed loan maintenance activities and ensured accuracy.
- Processed loan payments, ensuring accurate account updates and timely application
- Processed loan payoffs, facilitating closure of accounts and customer satisfaction
- Responsible for loan maintenance
- Research and resolve customer issues
- Audit daily processes
- Process return items
- Resolved customer issues through thorough research and effective communication, enhancing customer experience
- Balanced remote and in-office work
Consumer Solutions Specialist
LoanCare
02.2021 - 07.2024
- Delivered accurate payoff quotes to ensure timely customer transactions
- Audited daily processes for compliance and efficiency
- Analyzed daily reports to identify trends and inform operational decisions
- Train new hires
- Performed job duties from a remote location.
Loan Servicing Specialist
OPNB
04.2019 - 02.2021
- Oversaw loan maintenance tasks to guarantee compliance and efficiency.
- Processed loan payments to ensure timely account updates
- Process loan payoffs
- Process escrow disbursement/files
- Research and resolve customer issues
- Issued cashier checks to facilitate customer transactions
- Cut cashier checks
- Researched and resolved customer issues to enhance satisfaction
- Balanced tasks between remote work and in-office collaboration.
Operations Support Assistant 4
Citi NA
08.2016 - 08.2018
- Adjusted workflow based on monitoring activities.
- Preparing and distributing daily reports for production and quality.
- Answering inquiries from various departments within Citi to resolve customer issues.
- Answering questions from processors and providing updated procedures.
- Investigated and addressed issues related to deposits and fraudulent items.
- Monitored and recorded returned items from branches and customers.
- Oversaw FTM processing functions to facilitate timely processing.
- Evaluated and sent non-negotiable items to processors for return to clients.
- Provided on-site services to ensure customer satisfaction.
Quality Auditor
Citi NA
09.2015 - 08.2016
- Monitored processors to uphold high quality standards across all functions.
- Conducted audits of processing functions and communicated findings to stakeholders.
- Coached processors to enhance performance and adherence to quality standards.
- Proficient in Excel and all auditing databases.
- Performed duties on-site to ensure workflow continuity
Payment Processor III
Citi NA
03.2014 - 09.2015
- Executed NCR functions including amount keying, code-line completion, and balancing
- Utilized DRA skills to enhance operational efficiency.
- Proficient in EIS and ETS functions as well as DUDE functions
- Knowledgeable in COB/Proof functions
- Conducted quality assurance for daily non-negotiable items to ensure accuracy and compliance
- Knowledgeable in Wausau functions
- Facilitated training and provided support for team inquiries
- Provided on-site assistance for project completion.
Payment Processor II
Citi NA
04.2012 - 03.2014
- Repair and balance items in BCIC system
- Executed NCR functions including amount keying, code-completion, and balancing with expertise in expert balancing
- Understood DRA functions for operational efficiency.
- Utilized EIS and ETS functions to support payment processing operations
- Basic PMO knowledge
- Knowledgeable in Wausau functions
- Also have basic knowledge of CMI
- Performed tasks on-site to ensure workflow.
Machine Operator 1
Citi NA
03.2011 - 04.2012
- Executed job cutting using burster, multimaster, and insertion machines to meet production requirements
- Collated and folded work for clerks to streamline document processing
- Reconcile and balance work
- Constructed pallets for presort to facilitate efficient handling and distribution
- Executed responsibilities on-site to ensure project completion.
Education
High School Diploma -
Exira Community High School
Exira, IASkills
- Multi-tasking, fax machine, 10-key, copier/scanner, email, Multi-line phones, variety of software
- (Microsoft Office, Excel, Access, A-SYS, NCR, DRA, V-Soft, FTM), Panini branch capture, Signature, Nautilus, AutoPilot, FreshDesk, Baker Hill
- Fraud detection skills
- Strong analytical skills
- Payment processing
Timeline
Loan Servicing Specialist
OPNB
07.2024 - 02.2026
Consumer Solutions Specialist
LoanCare
02.2021 - 07.2024
Loan Servicing Specialist
OPNB
04.2019 - 02.2021
Operations Support Assistant 4
Citi NA
08.2016 - 08.2018
Quality Auditor
Citi NA
09.2015 - 08.2016
Payment Processor III
Citi NA
03.2014 - 09.2015
Payment Processor II
Citi NA
04.2012 - 03.2014
Machine Operator 1
Citi NA
03.2011 - 04.2012
High School Diploma -
Exira Community High School