Jacob Rootz Email & Phone Number

Lake Saint Louis, Mo

Responsible for performing software implementations for Member/Customers.Managed software implementation project by providing application support to customers, validating and verifying the accuracy of the converted data.Trained personnel on all aspects of the application and answered questions on function and usage of product via the telephone, e-mail, or on-site.Provided superior customer support to internal and external customers in all encountersCompiled and analyzed business requirements and evaluated Member/Customers’ operational processes to prepare for software application conversions, migrations, and/or new implementations.Recommended changes or enhancements to software as directedPrepared materials and delivered presentation at Member information Conference (MIC) sessions. Participated in testing of new product development or enhancementsCreate and maintain detailed project task plans using SmartSheet.

Lake Saint Louis, Mo

Responsible for performing software implementations for Member/Customers.Managed software implementation project by providing application support to customers, validating and verifying the accuracy of the converted data.Trained personnel on all aspects of the application and answered questions on function and usage of product via the telephone, e-mail, or on-site.Provided superior customer support to internal and external customers in all encountersCompiled and analyzed business requirements and evaluated Member/Customers’ operational processes to prepare for software application conversions, migrations, and/or new implementations.Recommended changes or enhancements to software as directedPrepared materials and delivered presentation at Member information Conference (MIC) sessions. Participated in testing of new product development or enhancementsCreate and maintain detailed project task plans using SmartSheet.

Lake Saint Louis, Mo

Provided superior customer support to internal and external customers in all encounters.Assisted customers in all aspects of application support including troubleshooting, training, and on-going support.Prepared Change Requests (CRs) and follow-up to resolution.Researched difficult application problems, resolved issues for Member/Customers who were using and recommended changes or enhancements as directed.Developed and delivered training to coworkers.Performed remote application training to Member/Customers via Web Tools. Facilitated and follow up with Member/Customers on difficult requests and procedures.Assisted with mass communications to Member/Customers.Coordinated software release process for Member/Customers.

O'Fallon, Mo

Identified inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices.Analyzed comparative data to support the business decisions pertaining to timeline improvement, volume forecasts/inventory management/mail files.Independently analyzed recovery trends to identify and advise Management of potential process improvements, productivity increase opportunities and workflow improvements.Completed data file reconciliations, uploads, and quality reviews to support CFPB and NMS letter strategies Impacts business strategy via analytical tasks.Researched and interpreted factual information.Made judgments and recommendations based on collections/recovery knowledge.

O'Fallon, Mo

Provided operational support within the Mortgage Operation section of the company's internal operations activities in accordance with established systems and procedures. Coordinated the daily workflow in and out of the area to ensure that operating schedules are met. Developed and prepared reports and records relating to the particular project. Researched and analyzed internal operational data. Recommended appropriate actions to resolve identified problems. Worked within fairly strict guidelines in accordance with internal and external regulatory guidelines. Integrated knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Developed working knowledge of industry practices and standards. Identified inconsistencies in data or results.Utilized appropriate communication skills to exchange information in a concise and logical way.

O'Fallon, Mo

Maintained a monthly average of 75 accounts with summaries explaining reason for default and resolution possibilities, while following a mandated contact strategy to ensure the highest quality customer service experience.Wrote detailed transaction notes regarding handling of account.Utilized all available tools and technology to document customer files within established procedures.Performed document preparation consisting of completing modification, repayment plan and partial agreements, following up with customers to obtain signed documents and forward for processing.Monitored plans for monthly payments and works with vendors regarding compliance, coordinate systems updated with new codes and claim information.Made determinations as to the strength of 3rd party desire, ability and reason to determine the optimal resolution such as Modifications, Full Payoff, Short Sale, Forbearances, and Deferments.Responsible for more than 50 accounts and contacted delinquent customers to effectively resolve complex issues regarding past due payments while minimizing company losses.Responsibilities included direct contact with Customers, Realtors, Brokers, Attorneys, and Title companies to resolve assigned accounts.

O'Fallon, Mo

Assist with management for staff of 15 members and responsible for training them.Made recommendations for process improvements.Performed portions of review and compliance for internal and external audits.Wrote Test Scripts for project requirements outlined by project managers.Developed and maintained documentation of processes and procedures.Interacted with all levels of management, internal departments and external clients to resolve complex problems.Assisted with systems testing and served on project teams for new business initiatives.Presented recommendations to management teams on processes and procedures.Monitored the daily and monthly performance statistics of business unit and provided findings to management.Performed quality check on an average of 300 transactions for the entire department for deposits, withdrawals, payments and transfer to ensure accuracy for client.

O'Fallon, Mo

Worked with limited supervision and made decisions within established guidelines.Served as a subject matter expert within assigned function, and provided guidance to lower levels.Conducted complex research to resolve issues, all decisions made complied with accounting policies.Built relationships and worked effectively both within work group and across operational departments.Decided appropriate action to resolve issues in areas where prior precedence had been established.