Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lauren Lilly

Humble,TX

Summary

Results-driven professional with focus on dispute resolution and conflict management. Consistently ensures compliance with industry standards and effectively resolves complex cases. Known for strong collaboration with team members and adaptability to changing circumstances, leveraging analytical and communication skills to achieve positive outcomes.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Dispute specialist

Woodforest National Bank
05.2023 - Current
  • Investigate and resolve customer disputes regarding unauthorized transactions, billing errors, and discrepancies on accounts, ensuring compliance with bank policies and regulatory requirements while maintaining high levels of customer satisfaction
  • Responsible for investigating and processing debit card and/or ACH dispute claims, and Stop Payments, initiated by customers or on behalf of the bank
  • Research customer dispute claims by reviewing card transactions, account records and information provided by merchants or customers
  • Process dispute claims in accordance with Regulation E and department/network compliance requirements
  • Adhered to department processes, procedures and goal expectations for case investigations.
  • Contributed to departmental goals by meeting or exceeding key performance indicators related to dispute resolution and customer satisfaction.

Issues Management Analyst- Contractor

Sourcepoint Mortgage
01.2022 - 07.2023
  • Conducted comprehensive research and monitoring to identify and assess emerging issues, ensuring alignment with business risk appetite and compliance with Issue Management guidelines
  • Developed and implemented Management Action Plans to address root causes, guaranteeing adherence to service level agreements and enhancing control measures
  • Facilitated the Risk Acceptance process and ensured the timely resolution of issues by monitoring progress and managing extensions when necessary
  • Coordinated with management to evaluate issue resolution effectiveness, prepared responses for auditors, and drove continuous improvement initiatives
  • Improved operational efficiency by streamlining processes and implementing best practices in management analysis.
  • Developed comprehensive reports, providing valuable insights into business performance and aiding in strategic planning efforts.
  • Conducted gap analyses to pinpoint areas of weakness within the organization and develop targeted solutions for growth.

Loss Mitigation Specialist II

NewRez/Shellpoint Mortgage
04.2019 - 12.2021
  • Evaluated pay stubs, credit history, tax information and bank statements for financial status and analyze borrowers' financial statements, tax returns, and credit reports to assess and recommend optimal loss mitigation strategies, ensuring alignment with FNMA and FHLMC guidelines.
  • Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
  • Reviewed and processed foreclosure-related documents, ensuring accuracy and adherence to legal requirements for timely proceeding
  • Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans to discussed property liquidation options with customers if needed.
  • Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
  • Remained updated with latest information related to mortgage products and services being offered.


Education

12 Hours of College Credit -

University of Houston-Main Campus
Houston, TX
05.2003

High School Diploma -

Justin F Kimball High School
Dallas, TX
05.2000

Skills

  • Investigative
  • Detail Oriented
  • Case analysis
  • Multitasking and organization
  • Phone and email etiquette
  • Active listening
  • Team leadership
  • Problem-solving abilities
  • Organizational skills
  • De-escalation techniques
  • Teamwork and collaboration
  • Time management
  • Attention to detail

Certification

  • Notary Public License - Texas Secretary of State

Timeline

Dispute specialist

Woodforest National Bank
05.2023 - Current

Issues Management Analyst- Contractor

Sourcepoint Mortgage
01.2022 - 07.2023

Loss Mitigation Specialist II

NewRez/Shellpoint Mortgage
04.2019 - 12.2021

High School Diploma -

Justin F Kimball High School

12 Hours of College Credit -

University of Houston-Main Campus

Similar Profiles

CREATE PROFILE
Lauren Lilly