Robin Johnson Email & Phone Number

O'Fallon, Missouri, United States

Inbound calls regarding fraudulent transactions; discerning whether the caller is our customer or fraudster; decisioning accounts for fraud shut down or starting fraud claims; multiple systems used including LexisNexis, internal databases to determine if caller is genuine; Ability to handle calls and quickly review all data to determine if there are risk indicators indicative of fraud ring activity.

Missouri, United States

· Analysis of complaints for Clients Citi, UWM, Morgan Stanley and Ally and condensing into summaries to deliver by upper management to clients. · Deep dive analysis of actions taken on complaint files. Submissions to Leadership for process gaps and improvements for CI and DCC.

O'Fallon, Missouri, United States

· Core Training completed then accepted position with Cenlar FSB.

O'Fallon, Missouri, United States

CMI, CBNA, CFNA etc · Independently communicates with Citi teams and outside counsel to resolve complex issues, and reaches out for knowledge and understanding of other teams’ processes and procedures.· Works closely with Short Sale and Modifications teams to provide these options to borrowers.Assists in collection of necessary financials from borrower to help with decision speed.· Investigation of cross-claims or counterclaims from borrowers and their attorneys.· Compiles data for Citi FPI team of potentially fraudulent activity.· Excels in deep-dive examinations to search for root cause(s) and present resolutions to Leadership.· Settles / Resolves complex litigation lawsuits that are 10+ years old.· Compiles clear data excessive cost areas, Potential Risks or Media Threats to Leadership.· Collaborates with key departments to bring resolution to litigation cases and less legal costs.· Traveled on behalf of Citi to all US states up to 90% for depositions, trials, hearings, settlement conferences, and mediations for almost 8 years. Clear communicator with varying audiences such as Judges, Attorneys, and Mediators.· Shares other collaborative information with my immediate team to increase our overall knowledge base.

Acute analysis & strong attention to detail in accordance to internal and specific investor guidelines. DIL process/procedures, team leading, process creation, audit protection · Worked closely with PMI and Investors in decisioning prospective Short Sales or DILs.· Reviewed and Decisioned short sale and DIL requests in order to reduce poorly performing loans in CMI, increased property values of effected neighborhoods, and provide no-deficiency options to borrowers.· Generated positive and lasting relationships with borrowers, vendors, and investors

O'Fallon, Missouri, United States

· Escalation management, call monitoring, monthly statistical collection & reporting, Call Center Customer Service· Excelled in production tracking in I-Cubed to access call flow updates· Successfully trained representatives, researched for call behavior· Provided management support over off-shore and O’Fallon - 12 to 15 associatesCBNA Originations Processor, HELOCS, 2005 to 2008 · 2nd mortgage application processing with bank employees and borrowers· Prepared closing documents, shipped to closing bank representatives· Reported results to upper management with accuracy

Medford, Oregon, United States

· Managed a team of 14-20 associates · Creation and project management of nationwide “Radical Bridge” Project· Extensive travel throughout the U.S. corporate center in Chicago and call and sales centersin OR, OK, WA, IL, KS, TN and MD to implement and maintain my collaboration project between sales and customer service divisions· Call Center, Troubleshoot account issues. Trained CS Reps, Escalated customer retention calls· Previewed and tested potential new processes and policies

Wailuku, Hawaii, United States

· Undercover Narcotics (3 years) – Infiltrated large marijuana market, purchased bulk quantities of narcotics, Testified / prosecuted all offenders from this sting· Patrol (3 years) – Initial criminal investigations, traffic enforcement, and light paramedic duties· Investigations / Juvenile Dept (2 years) Criminal Investigations involving juvenile offenders or victims and their families· Drug / Marijuana Eradication “Green Harvest,” ERU detail (SWAT) – Prevention of high-profile crimes such as robbery, theft, crowd control, and drug intervention · 200+ hours of courtroom testimony