Performs quality checks on all written/electronic complaints that are received and addressed to EverBank’s other line of business units (“LOB”), such as Banking, Lending, Servicing and Retail.Evaluates customer information management systems and processes across all channels to ensure customer data integrity and privacy.Makes recommendations regarding tools, techniques or processes that will enhance service quality.Work with specific LOB’s to obtain information needed to respond to… Show more Performs quality checks on all written/electronic complaints that are received and addressed to EverBank’s other line of business units (“LOB”), such as Banking, Lending, Servicing and Retail.Evaluates customer information management systems and processes across all channels to ensure customer data integrity and privacy.Makes recommendations regarding tools, techniques or processes that will enhance service quality.Work with specific LOB’s to obtain information needed to respond to customer complaint(s).Work hand in hand with Compliance partners to ensure responses are accurate and timely. Show less

Research client requests regarding the servicing of their mortgage/bank accounts and resolve complaints effectively and timely within company, investor, and regulatory guidelines.Research and investigative techniques; know where to go to resolve problems seamlessly.Research and draft responses to regulatory, escalated and presidential client complaints for all bank lines of business (Banking, Lending, Servicing).Research and draft responses to complaints received from regulatory… Show more Research client requests regarding the servicing of their mortgage/bank accounts and resolve complaints effectively and timely within company, investor, and regulatory guidelines.Research and investigative techniques; know where to go to resolve problems seamlessly.Research and draft responses to regulatory, escalated and presidential client complaints for all bank lines of business (Banking, Lending, Servicing).Research and draft responses to complaints received from regulatory agencies such as CFPB, OCC, BBB, Attorney General, DOJ and state agencies. Research and respond to secure messaging complaints.Work closely with other lines of business to resolve complaints (legal, banking, retirement, compliance, credit).Communicate effectively at all levels, (Regulatory Agencies, Executives, Attorneys, Client Services, Special Loans, etc.) to research, consolidate, and disseminate information.Use independent discretion and take ownership in problem resolution of high-risk complaints.Open internal task requests to other departments when appropriate.Compile monthly report for pre-payment penalty tasks for management. Show less

Research client requests regarding the servicing of their mortgage and resolve complaints effectively and timely within company, investor, and regulatory guidelines.Handle in depth written inquiries related to Loss Mitigation, Foreclosure, and Bankruptcy.Uses independent discretion and take ownership in problem resolution of complex tasks.Excellent oral and written communication skills.Research and investigative techniques; know where to go to resolve problems… Show more Research client requests regarding the servicing of their mortgage and resolve complaints effectively and timely within company, investor, and regulatory guidelines.Handle in depth written inquiries related to Loss Mitigation, Foreclosure, and Bankruptcy.Uses independent discretion and take ownership in problem resolution of complex tasks.Excellent oral and written communication skills.Research and investigative techniques; know where to go to resolve problems seamlessly. Show less

TS/SCI ClearanceRemote sensing expertise with Radar and other electro-magnetic systems for the purpose of detection, identification, reporting and tracking of aircraft over a contested battlespace. Strict adherence to rules of engagement and law of armed conflict directives in dynamic/contested airspace.Coordination and communication with flight crew and external organizations while executing mission critical objectives and maintaining flight safety under high pressure… Show more TS/SCI ClearanceRemote sensing expertise with Radar and other electro-magnetic systems for the purpose of detection, identification, reporting and tracking of aircraft over a contested battlespace. Strict adherence to rules of engagement and law of armed conflict directives in dynamic/contested airspace.Coordination and communication with flight crew and external organizations while executing mission critical objectives and maintaining flight safety under high pressure circumstances. Show less

Review delinquent mortgage accounts at risk for foreclosure within strict time guidelines.Rapidly learn and adapt to new department changes and state laws.Work with LPS Desktop system in referring new accounts weekly.Train new staff members.Awarded “Top Team Member of the month”, 6 times.Achieved 100% CMP Audit scores for 2012-2013.