Josie Littleton

• Professionally answer incoming telephone calls and greet visitors when needed
• Respond to routine questions from clients; route visitor callers to appropriate respondents; and take messages when staff are unavailable to immediately answer inquiries when needed
• Responsible for inputting data into and retrieving data from the appropriate data systems
• Collaborate on special projects with others when needed in groups to assist in recommending, solutions to complex problems or issues
• Provide support to the office by gathering documents, collating, and file searching (manual and electronic)
• Review monthly reports identify incomplete reports and maintain databases relative to the assigned program and investigate discrepancies
• Monitoring information received to ensure that timeliness is accurate and complete
• Analyze and organize information on activities, progress, and resource utilization
• Identify, analyze, and recommend solutions to problems in organizational structure, staffing, and administrative procedures.
• Identifying technical assistance needs and providing support as needed
• Responsible for Scanning and uploading files to the appropriate department as well as inputting
• Have Good Communication Skills, Knowledge of office automation software as well as skill in performing administrative and clerical duties
• Experience conducting research and analysis of case facts
• Selected to help teach all the New Hires that come to the PUD Department
• Work with the following daily Siebel System to resolve customer's issues
• Daily, process the following: CAIVRS, QC Endorsement, QC Nora's, MIC Corrections, Case Cancellations, Reinstatements, Case transfers, and 45 Day letters as needed for lenders or borrowers and make contact with them as needed
• Proficient with numerous comprehensive computer software systems, Tap Track, Microsoft, and email basis to resolve customer issues

Apply policy and procedural instructions issued to the Branch Chief or Program Director, including provision of FHA Handbooks, manual, and operations methods and procedures within the branch to conform to Departmental requirements

• Participate in conferences or training of developers, appraisers, inspectors, architects, Direct Endorsement (DE) underwriters, mortgagee personnel, state entities, various real estate organizations, and internal staff regarding HUD/FHA requirements and procedures for administering the Secretarial priorities
• Represent the Homeownership Center and FHA in industry and public meetings if/when applicable concerning all matters relating to the single-family housing programs
• Inform mortgagees, mortgagors, developers, state entities, non-profit organizations, other federal agencies (i.e., Veterans Administration - Small Business Administration - Internal Revenue Service), counseling agencies, attorneys, certified public accountants (CPAs), and the public on the technical phases of approval and underwriting activities
• Apply and evaluate techniques for the identification, consideration, and resolution of issues concerning the efficiency and effectiveness of quality assurance operations.
• Independently plan and prioritize workload while addressing the most urgent issues/tasks.
• Participated in site visits inspecting and evaluating contractor work of HUD homes in the field
• A case-by-case review of appraisals,sales contracts, endorsements, and condo reviews to ensure it meets or exceeds minimum standards and conditions.

Exhibit exceptional professionalism and complete assignments accurately, while being very personable and caring to our clients.

• Respond to inquiries from lenders answering questions and resolving issues related to endorsement
• Reviewed documentation and input data into a computer system to complete the eligibility re-certification.

• Professionally complete tax resolutions using historical data, detailed research, and asking targeted questions
• Work with taxpayers, third-party representatives, CPAs, and attorneys who have varying degrees of understanding of the Federal Income Tax Regulatory System
• Work independently and often in conjunction with various other departments such as bankruptcy or the under-reporter unit of the IRS to resolve cases
• Daily, collect delinquent tax secure delinquent returns from taxpayers, and determine the best necessary actions to resolve the account
• Evaluate the taxpayer's or a business's financial information to determine their ability to pay daily
• Develop and implement courses of action to resolve the account
• Taxpayer's issue once identified; some cases require further investigation so additional research must be done
• Request additional documents (by E-FAX, or FAX); when necessary forward the case for manager approval as specified by the Internal Revenue Manual (IRM)
• Employ regulations and policies subject to frequent legislative changes, administrative determinations, amendments, or precedent decisions that affect specific conditions and outcomes of taxpayer cases
• By respecting and explaining the taxpayer's rights, IRS policies and procedures
• Keep abreast of changes to accurately resolve issues relating to deductions, exemptions, exclusions, gift taxes, capital gains, and associated liabilities
• Utilize sophisticated interviewing techniques including effectively discussing and making recommendations.
• Elicit sensitive information that is personal such as innocent spouse determination, bankruptcy, and individual and business finance information
• Make determinations and sound judgments concerning controversial matters in reporting as appropriate independently
• Through written and verbal communication, complete account follow-up actions by sending letters, issuing levies and liens, releasing levies and liens, changing address information, preparing and routing forms necessary to ensure completion of accounts
• Proficient with numerous comprehensive computer software systems AND effectively use every day to include; IDAP, ELMS, IAGRE, SERP, MICROSOFT WINDOWS, EXCEL, QUICKBOOKS, ACSWEB, IDRS, IAT, AMS HISTORY IAT and ENMOD
• Knowledgeable of and apply IRS principles, practices, and procedures, as well as enforcement policies, and advise taxpayers of appeal rights
• Developed organization file systems that allow for quick reference of most used IRMs (Internal Revenue Service Manuals), pending taxpayer actions, and sanitized examples of unique cases that refer to for guidance
• Protect taxpayer privacy by logging off the computer system when leaving the work area even for brief moments
• Recipient of numerous 100% National Quality Monitors 2007-2014
• Volunteered side-by-side assisted training for New Hire Classes in2008, 2009, and 2010
• Selected to go to De Moines, IA in 2010 to help open up a new call site and train all the new employees in ACS Procedures
• Member-Morale Community: (2008,2011,& 2013) Through diligence, creativity, meetings, discussion, scheduling events, work to build the morale up in the call center and keep open lines of communication going from employee to managers
• Selected as Representative for the team as the WIG (Wildly important goals committee) for Denver call site
• Required to meet several times a month to brainstorm and come up with different goals and ideas for the call site
• IRS Denver Site Instructor -Selected to instruct and train the New-hires in 2012; Classroom Instructor taught 12 2-4Hour segments a total of 25 times
• Volunteer – CITC Program 2009-2010 The skills offered in this program apply to so much more than just the classroom
• Prepared to teach 'the IRS way with the tools and flexibility to make each class easier.
• Selected for Mentor/ Protégé Program 2010-2012
• Selected into Management Mentor Program which entails: Manager Details, reading on own initiative management related manuals), discussion with assigned mentor
• CLP updates
• Selected for Lead Development Program (2011 and 2012): Selected for future Lead positions through Lead Development Training to continue on Management
• Acting Manager Details: 2010, 2011, 2012, and 2013 Completed Managerial assignments
• Acting Lead Details 2009, 2010, 2011, and 2013: Completed duties of Team Lead in the absence of the Lead
• Assisted CRs (Collections Reps) with difficult cases, enabling Denver to be #1 across the nation in 2012
• Completed 1-YR Mentor/Protégé Program April 2013(graduated)
• Completed 1-YR Lead Mentor Program (graduated)
• Instructor 2009,2010,2011 and 2012 CPE Exam
• Completed 1 – YR CITC ( Classroom Instructor Training Course) July 2009 (graduated)