Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Marilyn Ann Donaldson

Customer Service Representative
Jacksonville,FL

Summary

Over 15 years’ experience in the mortgage industry. Self-starter, flexible, proactive, team player, excellent oral and written communication skills. Ability to analyze and prioritize multiple tasks and work well under stressful conditions. Strong computer skills; proficient with Windows 10, Microsoft Excel, Word, and Word Perfect. Experienced with mortgage banking systems: MSP, DW, LPS Desktop, Performance Management ESP, Lender Live, InfoSource, I Vault and Agent Desktop (AD) Ability to adapt and learn in a fast-paced environment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

14
14
years of professional experience

Work History

Army Sergeant

Customer Assistance Specialist II

Chase
01.2009 - 01.2016
  • Serve as a customer advocate and single point of contact for modification for GSE, private investors, VA, FHA and private asset
  • Manage the customer experience throughout the default modification process and afterward to ensure customer satisfaction
  • Stay current with HAMP policy and underwriting guidelines to facilitate faster modification request
  • Communicate modification decisions and monitor trial plan adherence according to specific investor guidelines for NACA and Chase borrowers
  • Correspond directly with counselors from NACA, attorneys, and foreclosure attorneys
  • Resolve problems and research customer loan issues to determine resolution needs.

Loss Mitigation Specialist/Bankruptcy Specialist

Option One Mortgage
01.2005 - 01.2009
  • Assisted customers daily in pursuing alternatives to foreclosure
  • Exhibited thorough knowledge of relevant Federal/State regulations and the Fair Dept
  • Collection Protection Act, Mortgage Default and Collection call center procedures
  • Excelled at use of the MSP system using the following process functionalities, foreclosure workstation, bankruptcy workstation, credit reporting, default reporting, and loss mitigation workstations
  • Worked in a high volume fast paced environment, while meeting or exceeding goals and delivering within appropriate timelines.

Research Specialist/Payoff Specialist

Fairbanks Capital
01.2002 - 01.2005
  • Researched foreclosure and bankruptcy accounts to ensure accuracy
  • Processed and calculated payoff quotes for refinancing and payoffs of loans daily
  • Researched loan dispute and provided accurate responses to inquiries
  • Processed payments for payoffs, foreclosure reinstatements, loss mitigation, and bankruptcy daily.

Education

Diploma - Medical Billing Insurance Coding

FMU

Diploma - Data Entry / Business Accountant

Mansfield Business College
Charleston, SC
05.1988

Primary Leadership Development Course - undefined

Diploma - Air Traffic

Certificate, Data Entry - undefined

Skills

  • Routine Equipment Maintenance
  • Electronics Counters
  • Active Listening
  • Physics Understanding
  • Critical Thinking
  • Time Management
  • Safety Protocols
  • Quality Standards
  • Preventive Maintenance
  • Office Administration

Affiliations

Detail focused and an innovative thinker with a strong record of error-free productivity. Repeatedly recognized as a solution-driven individual with a proven record for successfully implementing workable solutions. Respected as an influential communicator and a leader with strong analytical and organizational skills. Ranked #2 out of 14 in our NACA team in the service level agreement with a 97. 19%, underwriter rejects 0.78% ranked #3. Quality assurance 1.44 ranked #5, overall scorecard 125.47. I lead from my seat, provides friendly competitiveness to our group developing teamwork spirit. Work with team, volunteer to assist and work with CAS buddy when out of office or together to ensure pipeline management

Timeline

Customer Assistance Specialist II

Chase
01.2009 - 01.2016

Loss Mitigation Specialist/Bankruptcy Specialist

Option One Mortgage
01.2005 - 01.2009

Research Specialist/Payoff Specialist

Fairbanks Capital
01.2002 - 01.2005

Army Sergeant

Diploma - Medical Billing Insurance Coding

FMU

Diploma - Data Entry / Business Accountant

Mansfield Business College

Primary Leadership Development Course - undefined

Diploma - Air Traffic

Certificate, Data Entry - undefined

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Marilyn Ann DonaldsonCustomer Service Representative