Summary
Overview
Work History
Education
Skills
Accomplishmentsandachievements
Languages
Timeline
Generic

Cynthia Kerr

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

10
10
years of professional experience

Work History

Customer Assistance Specialist

JPMorgan Chase
05.2011 - 12.2013
  • Conduct face to face meetings with customers in default or at high risk for delinquency to evaluate their financial ability, intent, willingness, reason/risk for default, and apply the appropriate retention or liquidation solutions
  • Meet with non-profit agencies, loan officers, bank personnel and other referring agencies to identify potential customers in need of advisory services
  • Recommend and initiate loss mitigation workouts that are appropriate to the situation according to the Net Present Value (NPV) or Profit and Loss (P&L) results that are within internal guidelines, policies and in the best interest of JPMC and its investors
  • Negotiate and formalize repayment arrangements with customers when appropriate, including verifying arrears & formulating terms of repayment
  • Make default servicing postponement decisions based on facts presented and state specific regulations
  • Coordinate and facilitate loss mitigation efforts with associated departments, foreclosure counsel, investors, third party agencies, master servicing, default and real estate vendors and mortgage insurance companies
  • Analyze income documents, tax returns & credit report for risk/liabilities
  • Comply with standards associated with customer contact including (Fair Debt Collections Practices Act )FDCPA regulations

Homeownership Preservation Office Specialist

American Home Mortgage Servicing, Inc.
04.2010 - 05.2011
  • Manage assigned state specific portfolio that require interaction with government agencies, attorney generals and regulatory agencies specific to those states.
  • Research and resolve escalated loss mitigation issues from borrowers and third-parties, including loan modifications, previously-denied work-outs, short sales, deed-in-lieu agreements, informal payment plans, creative alternatives to preserve home ownership
  • Research and resolve escalated customer service issues from borrowers and third-parties; complex, non-routine and sensitive issues include problems with escrow accounts, payment misapplication, insurance/tax issues, ACH payments/returns, credit bureau disputes, payoffs, delinquencies, collections and other customer service inquiries
  • Manage assigned portfolio; accountable for reconciling monthly numbers, tracking and reporting performance of portfolio
  • Underwriting experience in Making Home Affordable , NACA Modifications, Private and Asset
  • Train and mentor associates on Hope LoanPort processes and procedures, while building and establishing relationships with housing counselors

AeroTek - Onsite Contractor

American Home Mortgage Servicing, Inc.
03.2009 - 04.2010

Office of the President Specialist / Office of Homeownership Preservation Specialist

Citi Residential Lending formally known as Ameriquest Mortgage
05.2005 - 02.2009
  • Research complaints that are addressed to The President and/or Senior Management from Attorney General Offices and other regulatory agencies
  • Review and confirm credit correction inquires comply with applicable laws
  • Analyze customer's concerns/complaints via correspondence or phone within a critical time frame
  • Address advocacy complaints
  • Travel throughout the country to meet Face to Face with Borrowers; to negotiation loan modifications and repayment plans
  • Extensive experience in thirty, sixty, and ninety day collections status
  • Managed crisis situations effectively while minimizing disruption to daily operations

Customer Service Representative

Citi Cards
05.2004 - 04.2005
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Education

High School Diploma -

San Bernardino High School
San Bernardino, CA
06.2002

Skills

  • Microsoft applications
  • Ten-key by touch
  • CPS/MSP
  • Process Management
  • Lender Processing Services
  • Complaint Handling
  • Customer Service
  • Critical Thinking
  • Documentation
  • Product Knowledge
  • Quality Control
  • Prioritization
  • Customer Relationship Management (CRM)
  • Account Management
  • Staff education and training
  • Escalation management
  • Credit adjustments

Accomplishmentsandachievements

  • Manage state specific portfolios
  • Negotiations with borrowers and third party
  • Research/Resolve escalated issues
  • Underwriting experience in Making Home Affordable Modifications/NACA Modifications

Languages

Spanish
Native or Bilingual

Timeline

Customer Assistance Specialist

JPMorgan Chase
05.2011 - 12.2013

Homeownership Preservation Office Specialist

American Home Mortgage Servicing, Inc.
04.2010 - 05.2011

AeroTek - Onsite Contractor

American Home Mortgage Servicing, Inc.
03.2009 - 04.2010

Office of the President Specialist / Office of Homeownership Preservation Specialist

Citi Residential Lending formally known as Ameriquest Mortgage
05.2005 - 02.2009

Customer Service Representative

Citi Cards
05.2004 - 04.2005

High School Diploma -

San Bernardino High School

Similar Profiles

CREATE PROFILE
Cynthia Kerr