• Responsible for servicing escrow accounts ensuring real property tax payments are disbursed and paid by expected due dates for all 50 states and taxing jurisdictions. • Manage the daily volume within individual task ques; researching and investigating between 100-150 monthly tax related tasks while correcting and documenting results related to tax payments due to missing or inaccurate information. • Coordinate with external vendors and tax agencies such as Corelogic tax service to resolve tax issues related to tax disbursements, ad valorm taxes, tax exemptions, assessment appeals, tax sales, delinquencies, refunds, incorrect parcels mapping & correcting critical documents. • Analyzing and provided account management for escrow accounts within our servicing portfolio through our MSP (Black Knight) database reviewing escrow shortages and balancing the corporate advance general ledger.• Assist in monthly quality control reports; managing the service level agreements with our vendor Corelogic Tax Service. Monitor and review for accuracy and time management. • Training & educating new team members on real estate property tax programs such as Fidelity Black Knight, AVM (Automated Valuation Model), & Corelogic’s Smartweb, also assisting with understanding escrow analysis and account balancing.• Acts on behalf of the supervisor as required for the evening shift. • Served as a project liaison, developing and leading new procedural process improvement projects such as; -Exemption Letter Project- This project improved communication gaps with our members who were approved for property tax exemptions; my role include drafting letter template, working with compliance/management team for approval. -Escrow Analysis Statement – This project was implemented to redesign our member annual escrow analysis statement to improve readability and comprehension. My role included reviewing drafts and providing critical feedback to the project manager/compliance for approval.

(See Description for Property Tax Specialist II)• Responsible for Analyzing account data produced by the Mortgage Servicing Automated System focusing on adequate funds to support payment of real estate taxes• Meet critical tax deadlines that reduce corporate advances related to penalties and interest asset by taxing jurisdictions• Monitored the collection of tax penalties from applicable and various parties such as vendors and/or third parties to seek reimbursement. • Conducted annual reviews of the escrow accounts prior to scheduling an escrow analysis, in compliance with RESPA guidelines. • Observed and maintained compliance of payment schedules, applicable federal, state and industry laws, regulations and guidelines. • Researched delinquent real estate tax bills to determine responsible party for payment of penalties.• Performed internal compliance Audits to accelerated tax set-up file • Received Mortgage Servicing Qualify Service Champion Award highlighting overall achievements in quality service, security, and finesse when speaking with our members. This award is given quarterly and awarded to only 4 team members a year. • Received Mortgage Servicing Production Award for the for outstanding production performance processing top tier levels of property tax payments and tax related task. This award is given to team members who have excelled in production goals across all mortgage servicing departments. • Received Mortgage Servicing Production Award Nomination for outstanding production performance for processing top tier levels of property tax payments and tax related task. This nomination is a handpicked supervisor section from each department within servicing.

To control/collect on past due consumer loan and credit card accounts in accordance with all government and Navy Federal rules and regulations. Provide financial counseling and mitigate loss for Navy Federal.• Analyze, control and collect on past due accounts from members who are up to three months delinquent• Constantly surpassing monthly goal of reducing collection turn over by 80% • Provide financial counseling to members and co-signers regarding the current state of delinquencies. • Performed extensive research and use tactical skip tracing tools to identify identified members• Achieved monthly deadline of turn over goals of 80% in high risk areas• Document all collection activity and member information• Maintained current knowledge of federal, state, and local consumer protection regulations and legislation• Recommend repossession of vehicles serving as collateral to minimize losses on seriously delinquent accounts• Communicate effectively relating to member needs, while educating on company polices & procedures

Responsible for providing clerical and administrative duties that support to the Credit Card and Collection Branch• Monitored and directed telephone calls from our 800 Network to appropriate counselors assigned. • Researched collateralized loans to determine appropriate collection action methods to contact members• Provided assistance to our personal finance management staff on loan and credit card issues• Prepared templates and/or composes memoranda, correspondence, files, faxes and copy documents• Proofread all outgoing documents for procedural, typographical and grammatical accuracy.• Verified accuracy of invoices and correspondence from vendors• Processed all requests for members to pay by phone or automated payments via electronic funds transfer from outside financial institutions; researched and resolve payment transfer problems.

♦ Opens and sorts incoming mail (e.g., Navy Federal forms, correspondence, interoffice/membership/MSC envelopes, etc.♦ Scans documents using PC application and scanning software♦ Adds, inserts, replaces, and deletes pages and documents into previously stored items to ensure their accuracy, completeness, and currency.♦ Prepares documents from transactions related to Navy Federal products and services♦ Enters product number into system to create electronic record, reviews image for completeness and accuracy and makes adjustments as needed