Jason Brown
Charlotte
Summary
To obtain a position that allows me to analyze each customer’s situation to see if there’s a feasible solution that would be beneficial to the customer and the organization that I work for.
I am currently have over 15 years of experience working with processing loans, loan collections, loss mitigation, customer service, loss draft and providing effective skill sets while multi-tasking to ensure a high quality customer service environment.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
20
20
years of professional experience
Work History
Account Resolution Specialist
Roundpoint Mortgage
03.2023 - 11.2024
- Owning all 90+ delinquent loans and contacting borrowers to pursue workout options
- Collecting and gathering all paperwork needed to decision the workout option in a timely manner
- Calculating and Negotiating workout terms with the borrower, finding the best execution to preserve value
- Setting up files in the Loss Mitigation workstation quickly and accurately
- Monitoring and performing frequent follow-up with borrowers on trial modifications to ensure conversion
- Exceeding established minimum production requirements for workouts
- Review financial packages from customers and determine best resolution for investor and mortgagor, based on appropriate investor guidelines
- Order and review title reports
- Order and review credit reports and broker’s price opinions
- Prepare pertinent documentation to facilitate resolution with customer
- Credit counseling
- 1099 year end reporting
- Also assisting customers on insurance claims and basic customer service inquiries
Fraud & Claims Operations Representative
Wells Fargo
08.2022 - 03.2023
- Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity
- Perform moderately complex customer support tasks by utilizing solid communication, verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim
- Receive direction from managers and escalate non-routine questions
- Oversee multiple claim types, and take appropriate action to decision the case using multiple systems and applications
- Interact with colleagues on required information as well as external and internal customers through inbound or outbound calling
- Contact third parties for research
Insurance Claims Specialist
Roundpoint Mortgage
05.2019 - 06.2022
- Responsible for reviewing a pipeline of Insurance Claims to ensure a positive borrower experience while ensuring compliance with any agency and/or investor guidelines
- Process Insurance Claim packages and disbursements in a thorough and timely manner
- Provide thorough and concise information regarding any agency or investor requirements for Insurance Claims
- Must be able to identify and propose exceptions when applicable and appropriate
- Capability to work in and adapt to a fast-paced environment with a fluctuating volume of work
- Research and resolve issues
- Prepare documents with thorough responses for audit/investor requests when needed
- Conduct QA on random sample of loans to ensure all claims are being processed correctly
- Prepare exception reports and resolve exception items
- Ensure accuracy and timeliness of Insurance Claim data
- Identify trends affecting efficiency, quality, and accuracy of Insurance Claim processes and recommend action plans to improve future performance
- Identify potential issues or concerns and participate in a solution; including recommending and developing new policies and procedures
- Assist in the completion of special projects and seasonal projects
- Perform all duties in accordance with RoundPoint Mortgage Servicing policies and procedures, investor requirements, and all state and federal regulation
Claims Service Specialist
Allstate Insurance
08.2018 - 04.2019
- Using Allstate’s state of the art NextGen Claims system to file new claims and bring existing claims to resolution
- Review investigation notes and determine coverage and liability for non-complex losses
- Explain basic claim process and provides information of a general nature to customers
- Research and respond to customer inquiries within service levels
- Work in a collaborative team environment to handle large call volumes to assist customers through the claims process
- Able to adhere to call center guidelines, schedules, and measurements
- Maintain confidentiality of customer and agent information
- Utilizes technology to approve and process claims payment and vehicle inspections
- Achieve targeted performance goals to support Allstate’s industry leading operation standards
- Utilize critical thinking skills to discover innovative ways of working and resolve complex problems in a team environment
Default Specialist
Reverse Mortgage Solutions
10.2015 - 06.2018
- Collecting on borrowers who have gone in default for their reverse mortgage through taxes and insurance disbursements made on their properties by setting up repayment plans or connecting them to government assistance like the Hardest Hit Fund Program
- Verifying occupancy
- Assisting liquidation options such as short sale and deed-in-lieu after borrower’s death
- Assist with mortgage payoffs
- Clearing title issues
Mortgage Process Support/Customer Relationship Manager
Bank of America
10.2011 - 08.2014
- Collecting and analyzing documents for income and assets for modifications for HAMP and non-HAMP programs for FHA and SFO loans
- Processing modifications, collecting payments, submitting borrowers for short sale or deed in lieu
- Coordinating with Underwriters during the modification process
- Work as part of a team to ensure loans are serviced in a timely manner
- Ensure quality service and effective, efficient operational support for the assigned area's internal business partners and/or external customers/clients
- Demonstrate a good working knowledge of the processes and procedures with the ability to identify and implement process improvement opportunities
- Ability to operate across organizational lines to foster teamwork; work as a self-starter with excellent time management skills and ability to handle multiple projects with minimal supervision
- Collecting on past due mortgage payments
Loss Mitigation Representative
CitiGroup, Incorporated
11.2009 - 09.2011
- Assisting customers with solutions on their delinquent mortgages such as
- Modifications
- Repayment Plans
- Forbearances
- Short Sales
- Deed in lieu
- Collecting on past due mortgage payments
Collector
CitiGroup, Incorporated
09.2008 - 11.2009
- Utilized customer skills in negotiating with customers to get them current with their mortgages
- Assisted customers by providing quality customer service that enhanced customer loyalty
Customer Care Consultant
Lending Tree, Incorporated
02.2005 - 06.2008
- Provided prompt and accurate answers to vital questions from customer inquiries via telephone
- Pre-qualified customers for loans
- Demonstrated the ability to apply the right skills necessary to maintain a high level of support to the customer
Education
BBA - Marketing
University of North Carolina At Charlotte
Charlotte, North Carolina12.2004
Skills
- Microsoft Word
- Excel
- PowerPoint
- Access
- Chrome
- Microsoft Edge
- Teamwork skills
- Customer service skills
- Research
- Data entry proficiency
- Information gathering
- Documentation skills
Timeline
Account Resolution Specialist
Roundpoint Mortgage
03.2023 - 11.2024
Fraud & Claims Operations Representative
Wells Fargo
08.2022 - 03.2023
Insurance Claims Specialist
Roundpoint Mortgage
05.2019 - 06.2022
Claims Service Specialist
Allstate Insurance
08.2018 - 04.2019
Default Specialist
Reverse Mortgage Solutions
10.2015 - 06.2018
Mortgage Process Support/Customer Relationship Manager
Bank of America
10.2011 - 08.2014
Loss Mitigation Representative
CitiGroup, Incorporated
11.2009 - 09.2011
Collector
CitiGroup, Incorporated
09.2008 - 11.2009
Customer Care Consultant
Lending Tree, Incorporated
02.2005 - 06.2008
BBA - Marketing
University of North Carolina At Charlotte
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