Kyunga (Kim) E. Wright
Ankeny,IA
Summary
Dedicated professional in mortgage servicing with over ten years of experience in resolving complex customer inquiries and processing sensitive documents. Proven ability to enhance customer satisfaction through thorough research and effective communication, ensuring compliance with industry regulations.
Overview
28
28
years of professional experience
Work History
Customer Resolution Representative
Wells Fargo Home Mortgage/Home Equity
05.2024 - Current
- Reviewed and processed complex customer issues within estate care resolution, ensuring timely and effective resolutions
- Coordinated sensitive customer support for estate care life events, facilitating seamless experiences during critical times
- Researched and responded to written customer requests for home mortgage and home equity, enhancing customer satisfaction through clear communication
- Review and process probate documents for home mortgage and home equity
Research Remediation Associate
Wells Fargo Home Equity
West Des Moines, IA
07.2020 - 05.2024
- Researched, validated, and processed deceased customer information to maintain accurate records.
- Research and respond to written customer requests for information and or loan level documents
- Updated customer account information, enhancing data integrity and reliability.
- Review and process probate documents
- Reviewed and processed CA/WA PSII pending letters, ensuring compliance with regulatory requirements.
Loan Servicing Specialist
Home Lending Customer Account Management
West Des Moines, IA
08.2019 - 06.2021
- Researched and processed attorney representation requests to facilitate legal communication on behalf of customers.
- Analyzed control reports to identify compliance gaps and support regulatory adherence.
- Researched and processed customer cease and desist requests to ensure compliance with customer rights.
Executive Resolution Specialist 4
Wells Fargo Home Equity
West Des Moines, IA
08.2016 - 08.2019
- Researched and processed attorney representation requests, facilitating effective communication between customers and legal representatives.
- Researched and responded to written customer requests for information and loan level documents, enhancing customer service and satisfaction.
- Researched and processed customer cease and desist requests, ensuring compliance with legal standards.
- Researched, validated, and processed deceased customer death information.
- Updated customer account records with accurate data.
- Reviewed and processed CA/WA PSII pending letters.
Executive Resolution Specialist 4
Wells Fargo Home Mortgage
West Des Moines, IA
10.2011 - 08.2016
- Resolved and working through escalated and complex customer issues
- Responds independently to inquiries and complaints from internal and external customers
- Answered inquiries related to all areas of loan servicing to provide accurate information and support customer needs
- Conducting intake to determine appropriate course of action
- Researched customer concerns and account files to identify compliance and regulatory issues, mitigating potential legal and financial risks to Wells Fargo
- Handles incoming correspondence in accordance with internal and external policies and procedures
Escrow Assistance
Midland Escrow Services
West Des Moines, IA
03.2011 - 10.2011
- Ordered necessary information for upcoming closing, including payoffs, title evidence, mortgage documentation, inspections, abstracts, and pertinent information
- Tracked loan and title work progress, facilitating problem corrections to maintain timely closing date
- Ensured compliance with lien holder standards by obtaining and reviewing all required documentation.
- Process, review for completeness and organize the closing files
- Notified relevant individuals of required documentation or action
- Maintain accuracy of files throughout the closing process
- Prepared and submitted closed loan or assumption package, along with deposits and disbursement documentation, to appropriate departments or entities
Annuity Service Technician
American Equity Investment Life Insurance Company
West Des Moines, IA
06.2009 - 03.2011
- Provided customer service support to contract holders and agents, ensuring timely resolution of inquiries.
- Coordinated and responded to requests and telephone inquiries related to existing business, enhancing client satisfaction.
- Diagnosed and repaired mechanical issues on various service equipment.
- Conducted routine maintenance checks to ensure optimal equipment performance.
- Collaborated with team members to enhance service delivery processes.
Technical Support II / Payment Processor 3
CitiCard
Urbandale, Iowa
07.2007 - 05.2009
- Processed all payments, including complex default payments like bankruptcy trustee and foreclosure reinstatements, according to company policy and investor regulatory guidelines.
- Managed charged-off accounts, posting recovery payments to improve collection efforts.
- Analyze loan information and histories to complete loan level reversal corrections and to resolve escalated issues
- Ensured accuracy by balancing payments and payoffs for departments.
- Reviewed and researched posting reject payments for inactive loan accounts to facilitate resolution and maintain accurate records.
- Completed daily batch teller log to accurately record reversal transactions and ensure financial integrity.
- Prepared journal entries to clear lockbox bank adjustments
- Managed daily teller batch cash transactions.
- Updated procedures and trained new hires.
- Generated letters and conducted loan lookups to support operations.
- Review, ECD/Proof Processing and unapplied transaction
Partial Release Department
CitiMortgage, Inc., Formally Principal Residential Mortgage, Inc.
Des Moines, Iowa
07.2004 - 07.2007
- Managed partial releases, land swaps, easements, amendments, consents, condemnations, and condominium conversions, leveraging strong underwriting and problem-solving skills to facilitate successful outcomes.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Technical Consultant
CitiMortgage, Inc., Formally Principal Residential Mortgage, Inc.
Des Moines, Iowa
04.2002 - 07.2004
- Communicated policies and procedures to customers, ensuring clarity and compliance
- Conducts proper execution and resolution of insurance claims over $10K, ARM Conversions, Assumption Processing, Military Allotments, Recast/Modifications, and Partial Releases
- Effectively handle more complicated technical customer relation issues related to attorney letters, regulatory letters, lien notices, etc.
- Provided telephone support to Service Associates during peak times, enhancing customer service responsiveness
Research Associate
CitiMortgage, Inc., Formally Principal Residential Mortgage, Inc.
Des Moines, Iowa
01.1999 - 04.2002
- Communicated policies and procedures to customers, enhancing their understanding of business operations.
- Conduct proper execution and resolution of insurance claims under $10k, Private Mortgage Insurance, annual payment increases, real estate taxes and insurance
- Ensured timely disbursement of mortgage payments to maintain customer satisfaction.
- Provided telephone support to Service Associate during peak times, ensuring uninterrupted service and customer satisfaction.
- Responded promptly to customer emails, addressing inquiries and concerns to maintain high service standards.
Education
Diploma -
East High School
01-1991
Skills
- 10 years mortgage servicing experience
- Knowledge of RESPA regulations and guidelines
- Ability to assess various loan documents related to defaulted accounts
- Ability to thoroughly research and resolve customer inquiries
- Possess strong research abilities within mortgage servicing related to default, payment processing, escrow, credit bureaus report, and various other mortgage servicing questions
- Knowledge of Fidelity and Edge systems
- Knowledge of ECAR, HOGAN/SHAW, MSP, FDR, AFS, ICMP, EDM, ROCS and R1
- Knowledge of PAC system
- Intermediate Microsoft Office skills (Excel, Word and Outlook) products
- Process transactions
- Organization and recordkeeping
- Strong communication skills, customer focus, time management, process management, multi-task and teamwork
- Customer resolution
- Possess strong analytical skills, high attention to detail and accuracy
Timeline
Customer Resolution Representative
Wells Fargo Home Mortgage/Home Equity
05.2024 - Current
Research Remediation Associate
Wells Fargo Home Equity
07.2020 - 05.2024
Loan Servicing Specialist
Home Lending Customer Account Management
08.2019 - 06.2021
Executive Resolution Specialist 4
Wells Fargo Home Equity
08.2016 - 08.2019
Executive Resolution Specialist 4
Wells Fargo Home Mortgage
10.2011 - 08.2016
Escrow Assistance
Midland Escrow Services
03.2011 - 10.2011
Annuity Service Technician
American Equity Investment Life Insurance Company
06.2009 - 03.2011
Technical Support II / Payment Processor 3
CitiCard
07.2007 - 05.2009
Partial Release Department
CitiMortgage, Inc., Formally Principal Residential Mortgage, Inc.
07.2004 - 07.2007
Technical Consultant
CitiMortgage, Inc., Formally Principal Residential Mortgage, Inc.
04.2002 - 07.2004
Research Associate
CitiMortgage, Inc., Formally Principal Residential Mortgage, Inc.
01.1999 - 04.2002
Diploma -
East High School