Analyze business issues and make recommendations to maximize operational efficiency, quality and adherence to the Bankruptcy Code. Work under limited supervision to analyze/solve complex operational, systems-related and/or bankruptcy/escrow-related issues. Liaison between bankruptcy and escrow enterprise to ensure adherence to departmental regulations, requirements and goals. Create/maintain databases and management reports. Perform portfolio and high-level trend analysis. Work with managers to apply data to bankruptcy, business goal and analytical requirements, which include capacity planning, volume forecasting, loss forecasting and unit costing. Manage vendor relationships, define user requirements and perform UAT. Manage small projects requiring some coordination and contribute to task forces or project teams. Identify, develop and implement policies/procedures and training materials to assure compliance with Bankruptcy Code, government regulations and customer service goals. Responsible for a group of high level collateralized accounts which require special handling and/or analysis. Facilitates efficiency, quality, cost effective solutions, and escalates concerns where applicable. Perform detailed financial analysis on bankruptcy cases. Liaises with key business partners providing subject matter expertise on assigned and ongoing business operations. Facilitates effective integration/time of change initiatives related to assigned business operations. Participate and lead projects as needed.

Review customer transactions to detect potential fraud situations. Monitor routine activity on accounts that have been flagged with a Lost/Stolen restraint or closed with a coded description of forged or lost/stolen to determine legitimate items to be paid and fraudulent items to be returned. Contact customers and/or vendors to verify legitimate transactions/information. Use multiple online systems to identify abnormal activity. Maintain fraudulent activity files/records or databases. Analyze information for close/open account determination. Research and analyze moderately complex account activity using various resources and tools, including multiple online systems. Identify potential fraudulent activity and takes appropriate action. Maintain fraudulent activity files/records/databases, reconcile and summarize fraud losses and produce routine management reports. Prepare required documentation to document research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations (ITO) and Suspected Financial Abuse. Identify control failures in bank processes, procedures, and customer or team member decisions and categorize losses and assign loss accountability. Review complex/unique situations with senior department staff. Assist in ongoing production and workflow improvement efforts and participate in small projects. Provide training to new hires. Perform daily quality control reviews to ensure team members input required data to appropriate system.

Review customer transactions to detect potential fraud situations. Monitor routine activity on accounts that have been flagged with a lost/stolen restraint or closed with a coded description of forged or lost/stolen to determine legitimate items to be paid and fraudulent items to be returned. Contact customers and/or vendors to verify legitimate transactions/information. Use multiple online systems to identify abnormal activity. Maintain fraudulent activity files/records or databases. Analyze information for close/open account determination. Research and analyze moderately complex account activity using various resources and tools, including multiple online systems. Identify potential fraudulent activity and takes appropriate action. Maintain fraudulent activity files/records/databases, reconcile and summarize fraud losses and produce routine management reports. Review complex/unique situations with senior department staff. Assist in ongoing production and workflow improvement efforts and participate in small projects

Answer customer calls and work customers or collect losses from responsible party. Evaluate each case and determine research information and sources needed to make a recommendation regarding case disposition. Escalate a case or incident when escalation is required. Network and develop effective contacts to assist in case processing and decision making. Handle conflict, threats, and potentially dangerous situations. Consistently seek, suggest and document cost control ideas and process improvements, cases courteously and calmly and with a sense of urgency. Identify fraudulent activity and possible risk associated with ATM and counter deposits. Restrain accounts and place and remove proper holds, make pay/return decisions and ring searches. Daily review of all accounts assigned, including monitoring debit restrained accounts and/or cards. Determine various ways to minimize losses. Negotiate and settle claims.

Answer customer calls and work cases courteously and calmly and with a sense of urgency. Negotiate and settle claims with customers of collect losses from responsible party. Use appropriate investigative techniques to analyze information needed and determine liability and impact of each case, including the mitigation of financial losses and or business interruptions to Wachovia. Evaluate each case and determine research information and sources needed to make a recommendation regarding case disposition. Escalate a case or incident when escalation is required. Resolve customer inquiries with respect for the customer’s viewpoint. Perform general account handling functions (opening, closing, restraining, etc.). Network and develop effective contacts to assist in case processing and decision making. Handle conflict, threats, and potentially dangerous situations. Consistently seek, suggest and document cost control ideas and process improvements

Provide quality customer service to internal/external customers, complete maintenance on accounts, and conduct research associated with requests received via the internet and respond to e-mail inquiries from customers, branch and general offices. Responsible for assisting customers with electronic bill pay issues and analyzing issues while handling multiple tasks.

Supervise a staff of 10-15 employees in a support team environment dealing with reports, imaging of documents and processing of loss mitigation workout documents. Assist in the training of new and existing staff in departmental procedures, investor guidelines and basic mortgage banking principles. Assist in supporting an effective Loss mitigation program and implement viable loss mitigation alternatives such as extensions, short sales, forbearance plans, modifications, repossession and foreclosures to reduce opportunities for loan losses on secured products. Ensure all departmental productivity/efficiency goals are met monthly/quarterly/annually. Review and update departmental procedures and investor guidelines to ensure compliance. Work with internal Audit departments to ensure all investor changes are reviewed and administered in adherence to local, state and federal regulations. Manage multiple priorities; demonstrate flexibility and ability to implement change in a timely and effective manner. Identify and establish new procedures to streamline cost/time savings and develop performance standards and productivity measures. Monitor daily workflow to ensure deadlines are met and problems are resolved in a timely and efficient manner. Communicate with attorneys, lenders, customers, closing agents, and title search companies. Work with Executive Communications to resolve escalated issues and maintain a high level of customer service.

Lead and oversee the daily activities of 10-15 employees in a support team environment. Develop and implement operational procedures, methods and work systems. Ensures compliance with WF, investor and legal guidelines. Maintain relationships with courts and other departments within the company to effectively process accounts. Confirm bankruptcy cases; communicate with Chapter 13 trustees, courts and debtors' attorneys. File proofs of claims, reaffirmation agreements, and interact with attorneys for filing of motions for relief. Coach and mentor team members to seek solutions to unit problems. Provide 100% quality customer service to internal and external customers

Supervise loan collectors and assists in developing strategies to minimize collection portfolio loss. Assist in designing and administering collection processes. Knowledgeable of company products and services, policies, procedures, collections systems and how to apply this knowledge when communicating with delinquent customers. Understand State and Federal regulations governing collection practices. Interpret and document information from various sources within the company's computer systems. Uses auto-dial system to initiate customer contact and determine reason for delinquency; evaluates customers' financial situations and negotiates terms of repayment to bring account current. Responsible for skip tracing and/ or collateral analysis.

Solicit Phone Pay and Western Union Services to all appropriate customers assuring that Post-Petition due dates are correct on all accounts. Keep abreast of all Investor/Insurer guidelines and maintain department procedures and memorandums.

Handle complex and large accounts, maintain records, generate standard past due/collections correspondence, negotiate payments, perform administration of bankruptcies and review files to identify delinquent accounts. Monitor all mortgages involved in bankruptcies ensuring strict compliance with bankruptcy laws.