Summary
Overview
Work History
Education
Skills
Certification
CORE COMPETENCIES
Timeline
Generic

Cynthia Miller

Charlotte,NC

Summary

Dynamic Client Specialist with a proven track record, excelling in regulatory compliance and conflict resolution. Recognized for exceeding production goals by 50%, I leverage strong analytical skills and effective communication to drive process improvements and enhance client satisfaction in high-pressure environments.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Client Specialist- Escalations

Bank of America
Charlotte, NC
05.2022 - Current
  • Analyze semi-complex problems, identified solutions, and executed resolutions effectively.
  • Collaborate with team members to resolve complex client issues efficiently.
  • Utilize troubleshooting tools to deliver exceptional support to internal and external clients.
  • Resolve escalations from internal clients including Sales, Underwriting, Relationship Client Managers and Market Leaders
  • Research escalations using CVL systems to respond promptly to all partners and clients.
  • Address urgent escalations from external clients such as Preferred Dealers and customers related to auto loan packages.
  • Process auto loan packages while conducting fraud detection to mitigate risk for bank.
  • Manage Dealer Financial Services inbox to ensure timely responses to client requests.
  • Identify impediments delaying funding of auto loan packages to enhance efficiency.
  • Acted as a Subject Matter Expert for Loan Officers taking calls from Dealers

Associate Home Advisor

Better Mortgage
Charlotte, NC
11.2021 - 03.2022
  • Guided clients through mortgage application process and documentation requirements.
  • Collaborated with loan officers to streamline application approvals and communications.
  • Educated clients on mortgage options, rates, and potential risks involved.
  • Resolved client inquiries and concerns using effective communication techniques.
  • Took a consultative approach to help customers overcome issues and achieve homeownership goals
  • Built rapport, fostered relationships, and maintained consistent outreach with customers
  • Critical thinking, problem solved complex scenarios and handled customer objections
  • Demonstrated excellent communication (verbal / written) and interpersonal skills
  • Passed NMLS Test in February 2022

Loan Verification/Validation Analyst II

Wells Fargo
Fort Mill, SC
01.2021 - 10.2021
  • Executed and reviewed loan documents for validation in legal proceedings, including foreclosures.
  • Performed mortgage servicing calculations to verify principal, interest, escrow, and disbursements.
  • Maintained compliance with business and regulatory policies through thorough understanding.
  • Ensured that all validation processes were compliant with applicable regulations.
  • Managed work pipeline from assignment to completion while ensuring attention to detail.
  • Conducted online research to enhance information required for assessments.

Default Management Foreclosure Specialist/Liaison

Wells Fargo
Fort Mill, SC
04.2017 - 01.2021
  • Assisted Wells Fargo Line of Business with CARES Act compliance during pandemic.
  • Coordinated with legal teams to prepare necessary documentation for court proceedings.
  • Maintained compliance with federal regulations and company policies related to foreclosures.
  • Engaged in inbound and outbound calls to educate customers on VA, USDA, FHA, FNMA, FHLMC, and Private Investor mortgage options related to CARES Act.
  • Provided empathetic guidance to customers regarding options to maintain homeownership during pandemic.
  • Coached team members newly assigned to outbound call duties for improved performance.
  • Collaborated with foreclosure attorneys to complete critical steps per Agency, Investor, County, and State guidelines.
  • Identified delays in foreclosure processing, recommended solutions, and closed process gaps to mitigate risks.
  • Reviewed attorney compliance trends with Wells Fargo policy to ensure adherence and resolve delays efficiently.
  • Managed a pipeline of over 1,000 loans across judicial and non-judicial states for timely foreclosure processing.
  • Researched discrepancies in foreclosure documents and loan agreements.
  • Reviewed legal documents to ensure accuracy and compliance with state foreclosure laws.
  • Coordinated with attorneys representing lenders in court proceedings related to foreclosures.

Mortgage Insurance Claims Specialist

Bank of America
Plano, TX
02.2012 - 01.2014
  • Performed a variety of activities to maximize recovery of losses and incentives ensuring accurate filing of mortgage insurance and investor claims
  • Compiled claim packages, filed claims for loss once loan completed foreclosure and filed incentive claims after home preservation completion
  • Reconciled applied fees to determine gains/ losses on loans foreclosed, sold via short sale or deed in lieu completion
  • Received global recognition awards for job performance, met daily and monthly production goals, exceeded monthly and daily production goals by 50% on average
  • Examined residential loans for accuracy, completeness, and compliance with appropriate company and secondary market investor standards
  • Addressed and resolved inquires or issues from internal or external customers
  • Prepared and provided status reports on assigned, pending, and upcoming tasks

REO Property Preservation Specialist

Bank of America
Plano, Texas
07.2010 - 02.2012
  • Managed the maintenance and repair of bank owned foreclosure properties
  • Served as a Subject Matter Expert (SME)
  • Identified and created action plans for process improvement
  • Managed outsourced property vendors to ensure REO properties are kept in marketable condition
  • Monitored property vendors to ensure accurate and timely services were provided
  • Recommended action to resolve any property, City and HOA violations or discrepancy issues
  • Received numerous Global recognition awards for job performance
  • Exceeded expectations for monthly department goals
  • Trained and mentored Associates
  • Assisted Team Manager with escalations and completed audits for accuracy and completeness
  • Prepared and maintained reports to management regarding status of all REO, inspections, and property preservation upon request

Foreclosure Review Analyst

JPMorgan Chase
Irving, Texas
03.2009 - 07.2010
  • Reviewed loans for Foreclosure Referral
  • Completed Pre-Foreclosure reviews on Prime, Non Prime, and Home Equity loans that are considered high risk or severely delinquent
  • Served as a Subject Matter Expert (SME)
  • Diagnosed opportunities for quality improvement and contributed to the implementation of solutions for the IFR process
  • Performed research on exception accounts and provide recommendations to Independent Review Management or other Lines of Business on cause for exceptions
  • Worked on routine reports viewed by management in determining the quality of pre-foreclosure/loss mitigation/default processes being provided to customers by other Lines of Business to ensure in compliance with the Way Forward Initiative
  • Assisted IFR Management as needed in a Supervisory role, train New Hires or coach other IFR Analysts in the IFR process to continue department productivity

Gain Loss Processor

JPMorgan Chase
Irving, Texas
09.2008 - 03.2009
  • Compiled data in the Subprime loan default department
  • Performed data entry of pertinent account information on web based applications to determine the equity position of outstanding accounts
  • Performed Senior Lien Calls with first lien holder to check status of Lien
  • Assisted the BPO/RMV department to order, check status, or data entry as needed

Education

Some College (No Degree) -

Winthrop University
Rock Hill, SC

Skills

  • Magellan and Filenet
  • Regulatory compliance
  • Loan processing
  • Document management
  • Conflict resolution
  • Pipeline management
  • Team collaboration
  • Risk assessment
  • Document accuracy
  • Document preparation
  • Foreclosure oversight
  • Attorney communication
  • Foreclosure document review
  • Interact and Tinman
  • MSP/ACES launch
  • LPS desktop (Black Knight/BKFS)
  • ICMP and early resolutions
  • Systematic work distributor (SWD)
  • Equator and CFSC
  • IPortal and AS400
  • DRI and Fortracs
  • Vendor loan servicing
  • Microsoft Office proficiency
  • Foreclosure process
  • Property preservation strategies
  • Court documents
  • Complaint resolution

Certification

  • NMLS February 2022

CORE COMPETENCIES

  • Quality Assurance
  • Process Improvement
  • Leadership
  • Critical Thinking
  • Development and Engagement
  • Written Oral Communication
  • Risk/Compliance
  • Remediation
  • Collaborator
  • Completed SAFE Training
  • Communication Skills
  • Detail Oriented

Timeline

Client Specialist- Escalations

Bank of America
05.2022 - Current

Associate Home Advisor

Better Mortgage
11.2021 - 03.2022

Loan Verification/Validation Analyst II

Wells Fargo
01.2021 - 10.2021

Default Management Foreclosure Specialist/Liaison

Wells Fargo
04.2017 - 01.2021

Mortgage Insurance Claims Specialist

Bank of America
02.2012 - 01.2014

REO Property Preservation Specialist

Bank of America
07.2010 - 02.2012

Foreclosure Review Analyst

JPMorgan Chase
03.2009 - 07.2010

Gain Loss Processor

JPMorgan Chase
09.2008 - 03.2009

Some College (No Degree) -

Winthrop University

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Cynthia Miller