Jamar Pankey
Elgin,SC
Summary
Over the past thirteen years gained experience in Management, Business Operations, Financial Advising, Mortgage Underwriting/Servicing, Implementation, and SME roles. Skillful analyst and consultant adeptly supporting system management and problem resolution to improve records management. Over thirteen years of experience managing customer activity, addressing technical issues, and maintaining system operations. Skillfully assessed operational procedures, providing hands-on experience analyzing records and investigating complex troubleshooting issues. Accomplished expert navigating the latest compliance regulations and service-level agreements, maintaining strict compliance with updated standards.
Overview
13
13
years of professional experience
Work History
Operations Analyst
Blue Cross Blue Shield of South Carolina-Palmetto GBA
2023.09 - Current
- Evaluates existing procedures and processes to make recommendations for improvement
- Monitor reports to assess the impact of performance on key measures
- Provides reports and analyze internal performance metrics for various projects as well as for individual performance against those metrics
- Assists in the implementation and maintenance of systems or processes to include testing
- Manage and relay the purpose, scope, and status of each implementation to management
- Develop and maintain written procedures within departmental and organizational standards
- Document and streamline automated procedures into end-user training material
- Conduct workflow and process audits of staff and reference materials as needed
- Work with staff and managers to research and document errors, progress, performance, or other metrics to assess efficiency
- Provide training for new employees and ongoing training as workflow efficiencies are revised
- Generates data to prepare reports and maintain databases and requests reports on specific statistics in order to analyze trends
- Maintains area reports quality check records affecting accuracy of reports by researching and testing processes and methods
- Maintains close contact with management to provide updates on any issues or projects
- Completes special projects and informs management of any trends or changes in statistical reports
- Serve as liaison between departments and other internal or external groups.
Implementation Consultant
Avalara
2020.03 - 2023.01
- Perform action items defined within the implementation timeline, including monitor customer's progress through Salesforce Lightning
- Contact customers by phone, email, and zoom meetings to deliver moments that matter at key points in the implementation journey
- Complete workload of 140 assigned Implementation assignments
- Review progress against established timelines and escalated customer issues and/or project concerns which could create implementation delays to direct manager
- Keep track of customer's progress through implementation cases, and update records accordingly
- Work support cases in self-serve queue; understand, interpret, reproduce, and diagnose customer problems
- Provide customers with product-specific help content related to issue resolution
- Escalate issues to internal teams when appropriate, keep customers informed of case status
- Test REST API
- Reach or exceed individual monthly KPI along with team KPI goals
- Update internal systems, including Customer Relationship Software, internal project management software, implementation, and support cases based on progress to include call logs, email logs, contact/role maintenance, and project-specific learning
- The products that I used to perform my tasks were Salesforce, Power BI, Jira, Magento 2, BigCommerce, QuickBooks Desktops, QuickBooks Online, Americommerce, Tableau, Epicor, Netsuite, 3dCart, WooCommerce, and Avatax.
- Increased client retention with excellent communication and consistent follow-ups throughout the consultation process.
- Collaborated with cross-functional teams to ensure seamless integration and adoption of new systems for clients.
- Developed strong relationships with clients, fostering trust and long-term partnerships through professionalism and expertise.
Product Support Specialist
Avalara
2019.11 - 2020.03
- Understand a large number of software applications
- Understand, interpret, reproduce, and diagnose customer problems
- Perform Root cause analysis
- Provide support through inbound/outbound phone calls, email, or online chat
- Teach solutions to customers and document them in our Knowledge Base
- Communicate clearly and precisely with customers in written and verbal communication and maintain accurate and timely records in our case tracking system
- Work with members of Engineering, Compliance, Implementation, and Customer Account Manager departments/teams to resolve product issues - escalating issues as necessary
- Meet individual case management goals troubleshooting issues at a tier one level
- If the issue couldn't be resolved will move case to tier two
- Be the voice of the customer within Avalara
- Driving their issue to resolution regardless of what department owns the issue.
- Developed strong relationships with clients, resulting in increased trust and loyalty to the company''s products.
- Improved the overall efficiency of the support team with streamlined processes and clear communication.
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
- Assisted sales teams in closing deals by showcasing product functionality and addressing potential concerns during client presentations.
Universal Banker
SunTrust
2018.11 - 2019.05
- Client consulting using financial planning and analysis with each individual clientele in order to improve financial well-being, need, and literacy
- Meeting and exceeding quarterly sales by fostering close relationships with clientele and through expertise in financial solutions for recommendation
- Maintain client inquiries and concerns through meticulous account maintenance all while under compliance with federal banking laws such as Bank Secrecy Act, Regulation DD, and Regulation E
- Assist with teller transactions, deposits, withdrawals, payments for mortgage, credit cards, and loan payments.
- Enhanced cross-selling capabilities by offering tailored financial products and services to existing clients.
- Assisted branch manager in meeting sales targets by executing various marketing strategies and initiatives.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
- Collaborated with team members to achieve branch performance metrics, fostering a positive work environment.
Loss Mitigation Specialist Underwriter
IBM/Seterus Inc.
2015.11 - 2018.08
- Underwrite client's loans for modifications, forbearance plans, and repayment plan when there is a complete borrower's response packet for assistance on mortgage payments
- Validate the borrower's income using the following income that were provided weekly, biweekly, semi-monthly, monthly, self-employment (P&L), SSI, and benefits
- Convert completed trial modification plans to permanent modifications
- Follow Fannie Mae guidelines for reviewing loans for retention options
- Maintain a monthly audit score of 90% or higher
- Meeting and exceeding the monthly trial modification and permanent modification goals
- Confirm incomplete borrower's response packet receives an L266 missing document letter with an expiration date to receive the missing documents.
- Reduced delinquency rates by implementing effective loss mitigation strategies and closely monitoring portfolio performance.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
- Streamlined the loss mitigation application process for clients, resulting in increased efficiency and better outcomes for both borrowers and lenders.
Lien Risk HOA Specialist
IBM/Seterus Inc.
2015.08 - 2015.11
- Review accounts that are pre-foreclosure sale and post-foreclosure sale that may have outstanding HOA fees
- Respond to Fannie Mae's escalations on HOA questions
- Confirm Fannie Mae takes possession of the property that the HOA fee are current and up to date
- Submit request for HOA payments to be made.
- Enhanced lien perfection efficiency by streamlining documentation processes and reducing errors.
- Ensured accurate and timely filing of liens by maintaining organized records and prioritizing deadlines.
- Managed a high volume of lien-related tasks while adhering to strict timeframes, resulting in improved workflow efficiency.
Loss Mitigation Project Processor
IBM/Seterus Inc.
2015.06 - 2015.11
- Determine if a complete borrower's response packet is on file if there is a complete packet forward information to the underwriter to complete review.
- Ensured compliance with all relevant regulations and guidelines by diligently reviewing loss mitigation documentation and procedures.
Foreclosure Specialist SME (Subject Matter Expert) Manager
IBM/Seterus Inc.
2013.07 - 2015.08
- Manage loans that are 750+ past due in the foreclosure
- Manage team of 15 employees
- Complete weekly one on one meetings with team to discuss progress and improvements
- Review loans in foreclosure resolved loans with timeline issues such as loans on hold or loans with missing documents
- Adhere to Fannie Mae foreclosure guidelines regarding foreclosure timeline process
- Conduct weekly or bi-weekly meetings with assigned foreclosure attorney firm
- Manage the assigned foreclosure attorney firm to confirm if Seterus will provide firm with more loans in foreclosure
- Lead weekly and bi-weekly meetings with foreclosure attorney to confirm progress of foreclosure case and review foreclosure attorney monthly performance
- Confirm that all missing documents are provided to foreclosure attorney to confirm that a foreclosure sale date is awarded by the court
- Assist in training new hires and retrain coworker's who are not meeting company expectations provide status report.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Evaluated staff performance and provided coaching to address inefficiencies.
Late Stage Customer Service Representative
IBM/Seterus Inc.
2012.04 - 2013.07
- Contact client by telephone to inform of delinquency to determine arrangements that will satisfactorily resolve the delinquency on accounts 60+ days past due
- Resolve clients' maintenance requests and answer mortgage-related questions
- Assist clients with modifications, forbearances, extensions, short sales, and deed-in-lieu
- Assist onboarding and training an average of three new hires.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Centralized Showing Service
2011.11 - 2012.04
- Received and responded to telephone calls to confirm the scheduling of home showings
- Inform real estate agents of approved and denied appointments
- Build positive relationships with existing and new clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Affiliated Computer Services/Xerox (Sprint/Nextel)
2010.08 - 2011.08
- Troubleshoot the issues with the customers cell phone
- Resolve client issues with account, billing, and charges
- Collect monthly payments
- Assist with onboarding training new hires.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
MBA - Business Administration And Management
Strayer University-Jack Welch Management Institute
Fairfax, VA12.2023
Bachelor of Science - Business Administration/Management
Shaw University
Raleigh, NC05.2010
Skills
- Financial Advisor
- Mortgage Underwriting
- Business Operations
- Administrative
- Data Entry
- Business Analysis
- Collections
- Technical Services
- Marketing
- Sales
- Relationship Management
- Risk Management
- Accounting
- Salesforce
- Jira
- Team Building
- Reporting Abilities
- Forecasting Skills
- Process Updates
- Trend Modeling
- Financial Planning
- Cross-Functional Teamwork
Timeline
Operations Analyst
Blue Cross Blue Shield of South Carolina-Palmetto GBA
2023.09 - Current
Implementation Consultant
Avalara
2020.03 - 2023.01
Product Support Specialist
Avalara
2019.11 - 2020.03
Universal Banker
SunTrust
2018.11 - 2019.05
Loss Mitigation Specialist Underwriter
IBM/Seterus Inc.
2015.11 - 2018.08
Lien Risk HOA Specialist
IBM/Seterus Inc.
2015.08 - 2015.11
Loss Mitigation Project Processor
IBM/Seterus Inc.
2015.06 - 2015.11
Foreclosure Specialist SME (Subject Matter Expert) Manager
IBM/Seterus Inc.
2013.07 - 2015.08
Late Stage Customer Service Representative
IBM/Seterus Inc.
2012.04 - 2013.07
Customer Service Representative
Centralized Showing Service
2011.11 - 2012.04
Customer Service Representative
Affiliated Computer Services/Xerox (Sprint/Nextel)
2010.08 - 2011.08
MBA - Business Administration And Management
Strayer University-Jack Welch Management Institute
Bachelor of Science - Business Administration/Management
Shaw University
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