James Shank
Lewiston,NY
Summary
Mortgage: Origination/ Default Operations, Financial Analysis/Reporting, Logistics, with a record of effectively working in a dynamic fast-moving Global Environment. Comfortable and effective handling contacts from a diverse group of US and Global Customers.
Overview
28
28
years of professional experience
Work History
Customer Service Associate PT
VALU HOME CENTERS
NIAGARA FALLS, NY
05.2023 - Current
- Stay continuously current on DIY trends and products to better serve our customers
- Help to ensure that our store meets company merchandising and appearance standards
- Acting on opportunities to help my fellow team members and set them up for success
Mortgage Bankruptcy Specialist II
M&T BANK
GETZVILLE, NY
04.2021 - 11.2022
- Responsible for documentation and filing of loan bankruptcy materials with appropriate attorneys
- Ensures full compliance with loan bankruptcy regulations
- Monitor accounts throughout loan bankruptcy process, prepares MFRs (Motion for Relief) as needed
- Verify bankruptcy is secured and acquires copy of proposed Chapter 13 or 7 as needed.
Inside Sales Specialist
CARDINAL HEALTH/PARMED PHARMACEUTICALS, FALLS
NIAGARA, NY
03.2017 - 04.2021
- Responsible for driving generic pharmaceutical sales to independent pharmacy customers
- Develop sales relationships with new customers
- Drive long-term relationship building and customer retention with daily phone, e-mail and text contact.
Fixed Income Middle Office Intermediate Analyst
CITIBANK
Getzville, NY
01.2014 - 01.2016
- Provided Customer Service to a key group of Global and Domestic Fixed Income Derivative Clients
- Actively engaged and communicated with Global Sales Force, as well as International Customers
- Resolved post trade issues and settlement exceptions including reconciling any discrepancies with customers
- Produced regulatory and management reporting for US and Global interest rate derivatives including monthly volume, outstanding confirmations, clearing and notional reporting.
Customer Care Associate
UNITED STATES DEPARTMENT OF EDUCATION
Niagara Falls, NY
05.2014 - 10.2014
- Gathered and processed Financial information, researched/resolved inquiries and logged customer calls, Reviewed Credit and Financial Information of declined applicants; determine eligibility for reconsideration
Unit Operations Manager
HSBC BANK USA
Depew, NY
02.2011 - 09.2013
- Records Administration
- Managed activities within the Mortgage Records Administration Area and Records Vault
- Developed and delivered training and coaching to two teams of up to 30 direct reports
- Reduced backlog of 15,000 lost Mortgage Notes to Zero for the Note Validation Team
- Managed logistics of 2 multi-million-dollar collateral move projects, both coming in on time and under budget
- Developed and maintained management reports for both day-to day activity and project status.
Operations Manager II, Banking Officer
M&T BANK
Williamsville, NY
01.2006 - 01.2011
- Handled staffing, scheduling, performance appraisals, salary recommendations for staff of 20 FTE
- Participated in staff recruitment, retention and training activities
- Assisted management in budget development and administration
- Designed/implemented user friendly SharePoint Tool that streamlined the self-help abilities of staff
- Created management reports for both day-to-day activity and project status.
WASHINGTON MUTUAL BANK/DIME SAVINGS BANK
Albion, NY
01.1997 - 01.2006
Telephone Banking Customer Service Manager
01.2002 - 01.2006
Mortgage Customer Relations Manager
01.1999 - 01.2002
Mortgage Collections Operations Manager
01.1997 - 01.1999
- Prepared and analyzed daily and monthly reports for management and team
- Participated in staff recruitment, retention and training activities
- Effectively directed inbound call volume for maximum service levels
- Successfully motivated and developed staff by providing a positive and challenging environment
- Additional Background includes but not limited to:
- 2 Years - Mortgage Loan Officer with extensive Underwriting, Sales and Presentation Training, - Mortgage Default and Default Management in Collections, Foreclosure, REO, Property Preservation, Bankruptcy, Loan and Servicing Sales.
Education
Business Administration
NIAGARA UNIVERSITY
Niagara FallsMarketing - Business Administration
BRYANT & STRATTON BUSINESS INSTITUTE
Buffalo, NYSkills
- Banking Experience:
- Background in: HUD Section 8 Programs, Customer Service, Call Center Operations and Telephony Mortgage Consumer Collections/Bankruptcy/ Foreclosure/ Loss Mitigation, Records Administration, Compliance/ Oversight, Vendor Management, PMI, HUD VA Claims, Property Preservation, Real Estate Owned (REO)
- Software Experience:
- Excel, Word, Access, PowerPoint, Outlook, Salesforce, Black Knight/ MSP, E Workforce, Workday
- Selected Strengths:
- Customer Relations and Service Customer Escalations Financial Analysis/Reporting
- Account Research Account Reconciliation Customer and Vendor Relations
Timeline
Customer Service Associate PT
VALU HOME CENTERS
05.2023 - Current
Mortgage Bankruptcy Specialist II
M&T BANK
04.2021 - 11.2022
Inside Sales Specialist
CARDINAL HEALTH/PARMED PHARMACEUTICALS, FALLS
03.2017 - 04.2021
Customer Care Associate
UNITED STATES DEPARTMENT OF EDUCATION
05.2014 - 10.2014
Fixed Income Middle Office Intermediate Analyst
CITIBANK
01.2014 - 01.2016
Unit Operations Manager
HSBC BANK USA
02.2011 - 09.2013
Operations Manager II, Banking Officer
M&T BANK
01.2006 - 01.2011
Telephone Banking Customer Service Manager
01.2002 - 01.2006
Mortgage Customer Relations Manager
01.1999 - 01.2002
WASHINGTON MUTUAL BANK/DIME SAVINGS BANK
01.1997 - 01.2006
Mortgage Collections Operations Manager
01.1997 - 01.1999
Business Administration
NIAGARA UNIVERSITY
Marketing - Business Administration
BRYANT & STRATTON BUSINESS INSTITUTE