Janet Backman Email & Phone Number

Mountlake Terrace, Washington, United States

Mountlake Terrace, Wa

• Interview, hire, train, and supervise a team of mortgage Loan Operations Representatives• Plan, assign, and direct daily mortgage loan servicing activities• Act as a primary point of contact for complaint or dispute escalation and resolution• Ensure service level commitments are strongly adhered to for both internal and external customer service• Update policies and procedures to ensure compliance with all applicable regulations• Maintain knowledge of technology advances… Show more • Interview, hire, train, and supervise a team of mortgage Loan Operations Representatives• Plan, assign, and direct daily mortgage loan servicing activities• Act as a primary point of contact for complaint or dispute escalation and resolution• Ensure service level commitments are strongly adhered to for both internal and external customer service• Update policies and procedures to ensure compliance with all applicable regulations• Maintain knowledge of technology advances, compliance and regulatory trends, and internal projects and activities to determine effects on team responsibilities• Recommend technology, training, and system solutions to management to improve team knowledge and efficiency Show less

Mountlake Terrace, Wa

• Responded to Help Desk questions regarding use of the loan operating system• Trained new hires in use of business operating systems including the loan operating system, phone, and intranet• Created and generated reports from the loan operating system and mortgage business intelligence software• Created written procedures utilizing MS Word and PowerPoint• Assisted with discretionary quality assurance reviews• Gathered and submitted information for quality control of loan… Show more • Responded to Help Desk questions regarding use of the loan operating system• Trained new hires in use of business operating systems including the loan operating system, phone, and intranet• Created and generated reports from the loan operating system and mortgage business intelligence software• Created written procedures utilizing MS Word and PowerPoint• Assisted with discretionary quality assurance reviews• Gathered and submitted information for quality control of loan files• Cataloged loan documents in the electronic document management system• Researched and submitted proposal for third party vendor Show less

Mountlake Terrace, Wa

• 90-hour project management internship as part of Edmonds Community College coursework

Lynnwood, Wa

• Coursework in the Business Management ATA program at Edmonds Community College • Earned a Project Management Certificate

Worksource, Everett, Wa

• Performed comprehensive detailed file audits: reviewed 60-70 active files quarterly to ensure compliance with federal, state, and local rules & policies• Identified staff training needs; developed & delivered 10+ comprehensive trainings which included detailed written processes, reference tools, and process checklists using MS Excel, Word, and Publisher• Determined customer eligibility for special programs• Maintained records management processes and organization of electronic… Show more • Performed comprehensive detailed file audits: reviewed 60-70 active files quarterly to ensure compliance with federal, state, and local rules & policies• Identified staff training needs; developed & delivered 10+ comprehensive trainings which included detailed written processes, reference tools, and process checklists using MS Excel, Word, and Publisher• Determined customer eligibility for special programs• Maintained records management processes and organization of electronic master documents• Tracked audit process and prepared progress reports using MS Excel and Word• Acted as a subject matter expert and resource to line staff for daily operational questions and exceptions Show less

Worksource, Everett, Wa

• Completed comprehensive customer intake interviews; compiled, recorded, and evaluated personal and financial data; ensured completeness and accuracy• Determined eligibility status and completed 150+ enrollments for a federally funded work search assistance program• Provided case management, monthly job search assistance, and service referrals to an average case load of 75• Utilized all available resources and reference materials to ensure adherence to all policies & procedures

Worksource, Everett, Wa

• Facilitated presentations to employees and HR staff to promote job search services• Participated in local networking events to advertise services, engage businesses, and partner with local agencies• Co-wrote a comprehensive Communication Plan promoting services county wide• Created informational presentations & fliers, marketing materials, surveys, project tracking logs, procedures, labels, mail merges, and reports utilizing MS Word, Excel, PowerPoint, and Publisher•… Show more • Facilitated presentations to employees and HR staff to promote job search services• Participated in local networking events to advertise services, engage businesses, and partner with local agencies• Co-wrote a comprehensive Communication Plan promoting services county wide• Created informational presentations & fliers, marketing materials, surveys, project tracking logs, procedures, labels, mail merges, and reports utilizing MS Word, Excel, PowerPoint, and Publisher• Completed comprehensive intake interviews individually with customers and determined program eligibility Show less

Seattle

• Received, organized, and reviewed documents for a company-wide compliance project• Maintained an MS Excel compliance log; customized it as processes evolved; utilized it to create reports, track progress, and identify exceptions requiring follow-up• Communicated daily via phone with financial advisors regarding corrections &/or further action needed• Assisted with front desk duties as needed including greeting customers, answering phones, routing calls, and routine filing

Seattle, Wa

• Wrote and revised department procedures to maintain a current and useful reference • Reviewed new IRA regulations and created new processes to ensure compliance• Created and presented training materials for department staff• Coordinated Government Reporting & Statement Exceptions with error rate less than 0.1%• Designed and tested online forms• Worked on team that successfully modified, customized, and tested a mainframe delivered system for automated distributions•… Show more • Wrote and revised department procedures to maintain a current and useful reference • Reviewed new IRA regulations and created new processes to ensure compliance• Created and presented training materials for department staff• Coordinated Government Reporting & Statement Exceptions with error rate less than 0.1%• Designed and tested online forms• Worked on team that successfully modified, customized, and tested a mainframe delivered system for automated distributions• Supervised and trained temporary staff for miscellaneous projects• Interpreted new IRS rules and regulations and helped devise and implement compliance plans• Created mapping criteria for mergers and acquisitions and coordinated successful transfer of files and processes to in-house computer system• Conducted research and implemented corrections in response to exception reports and customer inquiries Show less

Seattle, Wa

• Interviewed, trained, supervised, and completed performance appraisals for a total of 16+ employees (4 were promoted to Operations Supervisor positions)• Managed branch banking operations including savings, checking, & CD accounts; quality assurance; accounting; cash management; ATM; and safety processes • Reduced branch overdraft losses by 62% in a single year by proactively identifying & addressing problem accounts early and by requiring strict adherence to bank policies &… Show more • Interviewed, trained, supervised, and completed performance appraisals for a total of 16+ employees (4 were promoted to Operations Supervisor positions)• Managed branch banking operations including savings, checking, & CD accounts; quality assurance; accounting; cash management; ATM; and safety processes • Reduced branch overdraft losses by 62% in a single year by proactively identifying & addressing problem accounts early and by requiring strict adherence to bank policies & procedures • Completed Supervisory Personnel Management course through the Institute of Financial Education• Received an Outstanding Performance Award for initiating a check fraud arrest Show less

Seattle, Wa

• Opened new accounts and cross sold additional products and services• Assisted in training and performance appraisals of line staff• Maintained accurate logs, balanced general ledger accounts, and handled remittance for various bank products• Performed the duties of the Operations Supervisor in their absence

Seattle, Wa

• Processed a variety of transactions including opening new accounts and redeeming bonds• Cross sold additional products and services• Received Outstanding Customer Service Representative Award

Bachelor Of Science, Biology Concentration, General

Project Management Certificate

Earned a Project Management Certificate Completed courses under the Business Management ATA Program: Project Management I & II, MS.