Jose B Colon Email & Phone Number

As a Closing Disclosure Analyst worked with closing agent to make revisions to the Closing Disclosure, ensuring fees are accurate and acceptable for purchase or refinance transaction. • Reviewed loan as they come to the pipeline according to their priority to ensure all the necessary document, fees and escrow items are correct.•. Collaborated with manager to resolve customer issues in a timely manager•. Communicate with vendor, as needed. Resolving issues with documents not being signed or signed incorrectly or providing any information/document as they were requested.

Jacksonville, Florida, United States

► Conducts quality evaluations and audits to ensure that Customer Service Representatives (CSR) are performing in accordance with established quality and performance standards.► Follow procedures and directions to assess the quality of service provided by CSRs through monitoring incoming calls► Provide feedback on call monitoring results to CSRs and other operational areas within the contact center.► Participate in calibration sessions and to ensure all scoring standards are enforced.

Jacksonville, Florida

Business Analyst, 03/2011 to 08/2019► Served as liaison between Mortgage Banking Modification team and other Loss Mitigation departments to assist with solutions for all new or revised loan modification programs. ► Involved in the development of changes to the business process as a result of new regulations, mergers, acquisitions, software releases.► Participated in projects to analyze the business process with the purpose of evaluating the effectiveness of current procedure.► Conducted evaluations to process for process improvements. Identified any problems, or new/better ways to conduct the process. Recommended changes and updated procedures after the approved changes.► Analyzed loans reports to identify issues or to answer any inquiries related to the report. Assist in the developing of a solution when reuired.► Validated incoming pipelines reports using excel “V-looked ups”, pivot tables against the loans process the previous day.► Document problem resolution clearly in job aids using Microsoft Power Point and procedures using Microsoft Word in a timely fashion in accordance with customer SLAs.► Manage verbal and written communication to the agents with regards to process changes.► Created process flows using Visio and updated process flows after process changes.Sr. Operational Analyst, 11/2009 to 03/2011► Acted as the single point of contact between JPMorgan Chase and over 150 customer service agents of an outside vendor.► Served as liaison between the vendor and JPMorgan Chase IT department for systems issues.► Ensured that the required systems were available and provided expected service.► Monitored call center analytics to ensure vendor compliance with contract. ► Participated the calibration of calls with quality control team recommend agents how to improved their call so the customer can get the quality expected per the established procedures

Jacksonville, Florida

► Reviewed collection system information to determine appropriate collection activity► Conducted telephone interviews with members to discuss delinquency.► Treat our customers with respect, empathize with their situation, and identify a win-win outcome for both the customer and the clients we service.► Obtained information and reviewed individual circumstances to make determinations regarding payment plans.

Jacksonville, Florida

► Develops program logic for new applications or analyzes and modifies logic in existing applications.► Fulfilled client expectation by defining program specifications, writing complex programs, and applicable changes to meet specification requirements. ► Researched programming problems and expeditiously solved customer problems by modifying existing programs.Mainframe Programmer, CG Technology, (06/2003 to 06/2006)► Installed enhancements to customers Mortgage Servicing Package (MSP).► Researched programming problems and expeditiously solved customer problems by modifying existing programs.► CG Technology bought by Technology Service Partners, 06/2006.

Jacksonville, Florida

► Fulfilled client expectation by defining program specifications, writing complex programs, and applicable changes to meet specification requirements. ► Installed enhancements to customers Mortgage Servicing Package (MSP).► Researched programming problems and expeditiously solved customer problems by modifying existing programs.

Jacksonville, Florida Area

► Reviewed collection system information for 30, 60, 90 day delinquent accounts to determine appropriate collection. Communicates in English and Spanish with customers and conducted telephone interviews to discuss delinquency. Utilized negotiation skills in working with customers. ► Research accounts to detect problems and constantly looked for every possible alternative to resolve customer issues. ► Used MS Office skills such as Excel to manage an internal process that delivered and updated list used by collectors to manually call accounts that were more than 90 days delinquent.

Aviation Electronics Technician► Directed comprehensive quality control audits to ensure the highest standards of quality and safety.► Administered an effective follow-up program to ensure all discrepancies were corrected.► Investigated personal accidents to determine cause and implemented preventive measures.► Inspected avionics systems and removed and replaced defective equipment on the F/A-18 model aircraft. Calibration Laboratory Technician ► Managed and coordinated the production efforts of personnel in the calibration and repair of test equipment and performed scheduled and unscheduled maintenance for aircraft fleet.► Utilized industry standard test equipment to perform calibration of electrical, electromechanical, and electronic measuring instruments.