Tamika Thomas

Support internal and external customers with inquiries and complaints regarding wire transactiones.

Review wire transfers that have been flagged for varies reasons such as name, incomplete information provided.
Create wire copy information to verify customer name, dob, address etc
Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly
Determine the appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
Resolve issues and address risks appropriately to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
Engage other departments/groups as needed
Work time sensitive cases requiring queue management and prioritization skills
Work independently under minimal supervision

Required Qualifications:
2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:
Knowledge and understanding of wire transfer processes and policies
Ability to independently manage a pipeline of work, manage risk, and meet deadlines
Research experience, including utilizing multiple systems, in a financial services environment
Highly effective communication skills, including the ability to communicate verbally and in writing in a clear and concise manner
Ability to provide strong customer service while processing complex transactions and performing extensive research to resolve complicated customer issues
Strong analytical skills with high attention to detail and accuracy
Knowledge and understanding of wire and/or foreign currency (FX) investigations
Intermediate Microsoft Office (Word, Excel, and Outlook) skills
Ability to achieve high production and quality standards in a fast paced, deadline driven environment
Experience building partnerships and collaborating with team members across all organizational levels and lines of business to achieve goals
Knowledge and understanding of Pega, IntelliTRACS,Dedicated Look Up, SVP, HOGAN as well as other systems,
Ability to be flexible and adjust quickly to meet changing business needs

• Review files that have gone through the refinance application process
• Review documents associated with the current file
• Request and associate documents needed to complete the closing process
• Review Appraisal for tax id, occupancy type, property value, inspections completed etc
• Review Title and compare with internal information
• Update tax, Insurance and title vesting information
• Create Closing Disclosure with lender required fees and title agent fees
• Schedule closing details with title agent and customers
• Communicate with internal partners regarding docs needed, attorney information, Property information
• Email title agent and ask for title fees and to ensure I am providing to correct financial obligation to borrowers via a closing disclosure
• Send Closing Disclosure to title agent and balance
• Email and call borrowers to discuss closing disclosure information such as: APR, New Payment, Fees, Taxes etc
• Create and update Preliminary CD, Borrower Disclosure CD and Final CD
• Correspond with HMC, HLP and Underwriter throughout process.

• Review loans placed in SharePoint for possible Home Preservation programs
• Review loan modification terms and conditions based on Underwriter specification
• Verify documents returned by the customer to validate signature, date, and notary information
• Provide the decision to proceed, pend or fail the documents based on review of procedures set forth by the investor/s either FHA, VA or USDA guidelines
• Email HPS regarding status of the loan
• Quality and compliance auditing per state, government, and departmental requirements
• Apply Funds after 48 hours according to loan agreement and funds in suspense
• Verify new loan amount, principal balance, and next payment date per loan modification contracts
• Utilized Encompass software
• Title Search
• Appraisal Verification
• Ordering appraisals
• Run Escrow Analysis
• Generate Payoff statements.

• Reviewing & process loan disbursement requests
• Preparing loan demands and conveyances
• Maintaining loan and disbursement files
• Responding to routine customer inquiries
• Coding and renewal processing
• Data and records per department procedures and government regulations
• Handle payments for hazard insurance premiums, property taxes and other special transactions
• Prepare, Reconcile, Image and Ship documents to foreclosure attorneys.

• Responsible for processing wire transfer requests originated through foreign collection payments, foreign currency wires and letters of credit
• All documentation and forms are reviewed and approved in accordance and compliance with the Corporate Cash Disbursement Operational Policy
• Maintain the batch log of advances, displaying the frequency of processing times for each wire file processed
• Prepare and notify Treasury of the cash positioning estimation of funds throughout the day
• Finalize totals for end of day balancing and perform the next day reconciliation between the bank statements of wire activity and the daily cash management report
• Retrieve documentation as requested during audits and ensure satisfactory audit outcomes are achieved
• Answers inbound communications to service accounts, fulfill requests, or address issues
• Determines target needs and provides resolution while maintaining a high standard of service
• Identifies appropriate course of action for more complex issues or disputes
• Performs various operational tasks that occur during customer, vendor, and associate inquiries
• Streamlines the workflow for other associates within the business unit through operational activities
• Identifies and communicates process inefficiencies
• May offer recommendations for process improvements
• Handles standard documentation associated with daily activities, which may include processing, reviewing, or distributing materials
• Maintains and updates department records either physically or within a system
• Provides knowledge in area of work
• Reviews and maintains knowledge of any laws, regulations, and policies that affect specific job duties to produce work that is accurate, efficient, and compliant
• Utilizes product, system, or process familiarity to resolve problems and handle customer requests
• May offer guidance and direction to less experienced specialists through knowledge in area of work.