Shannon Flanigan
Jacksonville,United States
Summary
Experienced mortgage default professional with 15+ years in the financial industry enhancing customer satisfaction and streamlining documentation processes throughout various roles held. I excelled at JP Morgan Chase & Company by leveraging my expertise in default loan documents and exceptional problem-solving abilities. My proactive approach resulted in completion of projects quickly to exceed expectations, surpass project goals, and enhance the customer's experience through the mortgage loan process.
Overview
19
19
years of professional experience
Work History
Best Execution Specialist
Freedom Mortgage Corporation
07.2021 - Current
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to analyze impacts of high risk scenarios for loans internally to achieve project goals on time within strict deadlines.
- Conducted thorough research to identify loan risk trends and inform final decisions to internal departments and external vendors.
- Generated reports detailing findings and recommendations.
- Composed written chronological loan histories associated with loan profile.
- Identified and managed large portfolio of high-risk mortgage loans throughout default process.
- Conducted review of mortgage loan documents for accuracy and addressed errors with various individuals for resolution.
Business Analyst
JP Morgan Chase & Company
05.2016 - 05.2021
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Conducted quality control reviews of loans in final or completed stages of liquidation to include foreclosure, short sale, deed in lieu, and/or third-party proceedings for appropriate financial processing.
- Reviewed and processed claims resulting from final stages of liquidation process to ensure funds recovered from sale or reimbursement were applied accurately.
- Assisted with funds transfer to foreclosure attorneys and investors.
- Completed requests to recover prorated customer insurance premiums on liquidated loans.
- Identified and reported trends to senior level management and business partners to address business needs for improvement.
- Conducted reconciliation activities for clearing accounts for disbursement and payments.
- Collaborated with foreclosure attorneys to execute best resolution action plans for loans.
- Responsible for continuous improvement of processes and accurate documentation updates to procedures and policies.
- Successfully met strict deadlines and service level metrics each month.
REO Closer | Funds Closer
JP Morgan Chase & Company
02.2011 - 05.2016
- Reviewed, executed, and notarized closing documents for REO properties in compliance with HUD-1/ALTA settlement guidelines and state requirements.
- Managed pipeline of closings, maintaining consistent follow-ups to ensure timely completion within department service level metrics and quality standards.
- Maintained high levels of customer satisfaction by addressing concerns promptly and professionally throughout closing process.
- Managed competing priorities under tight deadlines while maintaining accuracy in document preparation for smooth transaction completion.
- Conducted fund validation and reconciliation of accuracy relative to HUD-1/ALTA settlement closing disclosure statements.
- Delivered positive customer experiences and successful deal closures through open, constructive communications.
- Proficiently used and updated varying business systems used for closing including but not limited to Black Knight MSP, LoanSphere BKFS, etc.
- Processed posting of sales proceeds and provided instruction to accounting department to ensure posted funds were completed with accuracy.
- Collaborated with closing companies, title companies, and internal legal to resolve non-complex title deficiencies prior to closings.
- Responsible for maintaining and updated policies and procedures quarterly.
Tenant Processor
JP Morgan Chase & Company
02.2010 - 02.2011
- Supported team members in their tasks, contributing to overall team success.
- Entered data into computer tracking system and filed paperwork according to procedures.
- Increased productivity by effectively managing workload and prioritizing tasks.
- Maintained accurate records and ensured timely completion of all necessary paperwork.
- Coordinated creation of lease agreements through effective communications with internal partners to ensure compliance with Protecting Tenants at Foreclosure Act of 2009.
- Managed pipeline queue within expected service levels agreements of department.
Invoice Processor
JP Morgan Chase & Company
10.2009 - 02.2010
- Reviewed and processed invoices received for reimbursement within defined service level agreements within department.
- Validated and documented invoice updates including approvals and required documentation for invoice payment to be processed timely.
- Reviewed invoices to ensure correct line item descriptions and recoverability information was accurately updated within system.
- Coordinated escalation workflows for invoices to management and line of business to obtain additional approvals within authorized approval thresholds.
- Reduced invoice discrepancies by meticulously verifying information and promptly addressing errors.
Operations Specialist | NSF Cash Department
JP Morgan Chase & Company
01.2007 - 10.2009
- Successfully managed assigned mortgage accounts adhering to required deadlines.Completed reversals for mortgage loans based on payment returns for non-sufficient funds, stop payment, and account closures.
- Collaborated with title companies and attorney firms to address reissue of funds or alternative funds to address payment requirements for mortgage loans.
- Conducted disbursement and payment clearing reconciliation activities for assigned mortgage accounts.
- Updated documentation of payment details in mortgage systems (Black Knight MSP)
Mortgage Banking Telephone Banker
JP Morgan Chase & Company
11.2005 - 01.2007
- Handled daily incoming telephone calls, emails and chat requests.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Addressed and resolved customer complaints, account issues, and escalated as appropriate to management to handle severe complaints or issues.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
Education
High School Diploma -
Middleburg High School
Middleburg, FLSkills
- Customer Service and Relations
- Problem Solving
- Documentation Management and Review
- Quality Assurance
- Proficient in Black Knight MSP, LoanSphere BKFS, etc
- Quality Assessment
- Problem-Solving
- Multitasking
- Attention to Detail
- Data Analysis
- Cash Operations
- Proficient with mortgage industry requirements including FHA, VA, FHLMC, FNMA, USDA, HUD, and ALTA
Timeline
Best Execution Specialist
Freedom Mortgage Corporation
07.2021 - Current
Business Analyst
JP Morgan Chase & Company
05.2016 - 05.2021
REO Closer | Funds Closer
JP Morgan Chase & Company
02.2011 - 05.2016
Tenant Processor
JP Morgan Chase & Company
02.2010 - 02.2011
Invoice Processor
JP Morgan Chase & Company
10.2009 - 02.2010
Operations Specialist | NSF Cash Department
JP Morgan Chase & Company
01.2007 - 10.2009
Mortgage Banking Telephone Banker
JP Morgan Chase & Company
11.2005 - 01.2007
High School Diploma -
Middleburg High School
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