Rocio Hernandez Email & Phone Number

Chandler, Az

Insurance Servicing Supervisor(Bank of America/Balboa Insurance/QBE Americas) Accomplish production and quality staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures. Maintain staff by recruiting, selecting, orienting, and training employees; developing personal growth opportunities. Maintain work flow by monitoring steps of the process; setting processing variables; monitoring personnel and resources; studying methods; implementing cost reductions; developing reporting procedures and systems; facilitating corrections to malfunctions within process control points; initiating and fostering a spirit of cooperation within and between departments. Complete production plan by scheduling and assigning personnel; accomplishing work results; establishing priorities; monitoring progress; revising schedules; resolving problems; reporting results of the processing flow on production summaries. Maintain quality service by establishing and enforcing organization standards as well as Policies and Procedures for each report worked. Provide production information by compiling, initiating, sorting, and analyzing production performance records and data; answering questions and responding to requests. Create and revise systems and procedures by analyzing operating practices, record-keeping systems, forms of control, and budgetary and personnel requirements; implementing change. Resolve personnel problems by analyzing data; investigating issues; identifying solutions; recommending action. Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. Assist with design and implementation of projects to meet client requests as needed.

Handle escalated insurance related requests submitted through the Office of the President. Examples: issue executive checks or overnight payments to avoid insurance policy cancellation, cancel lender-placed insurance issued on HELOC accounts that were paid down instead of paid off, approve short payoffs, process zero coupons for insurance payments issued from the wrong escrow account, etc.Research and answer any insurance related questions/issues submitted through the Countrywide Lender Service Inbox from different Countrywide and Balboa departments. Examples: process bad debts for insurance cancelled due to a system or Balboa/CHL employee error, assist the Legal Department with insurance history chronologies or explanation of changes in insurance requirements, submit new insurance payee requests, assist with lender-placed insurance cancellations, verify additional flood insurance requirements on a loan, process requests to reinstate insurance coverage on a loan due to foreclosure sale cancellation, research refunds from insurance carriers not applied to the borrower’s escrow account, etc.Work claim related issues submitted through the REM database to determine if a claim is to be covered by the borrower’s preferred insurance or if lender-placed insurance needs to be issued on the loan to cover the loss.Assist the Claims Departments by reviewing the insurance history on accounts and if qualified, requesting that lender-placed coverage be immediate issued or backdated to cover the loss.Process all insurance audits from investors.Translate Spanish documents/correspondence received by the Correspondence Departments in Pittsburgh and Tempe.

Respond to correspondence received from borrowers regarding hazard, flood, wind and/or earthquake insurance.Update accounts with policy information received and if applicable, cancel lender-placed coverage and issue refund.Keep track of correspondence received daily to comply with the Real Estate Settlement Procedures Act (RESPA).Assist customer service representatives with requests from borrowers regarding lender-placed coverage or preferred insurance coverage.Call insurance companies/agencies to request proof of homeowner’s coverage, change or correct mortgagee clause and to research refunds or misplaced payments sent from the borrower’s escrow account.Complete audits requested by investors.Assist the Flood Department with requests to notify borrowers with changes in flood insurance requirements.Send weekly reports to lenders.

Call County and Title companies to procure documents that were not received or were missing from the loan files sold to investors.Maintain assigned queue by prioritizing the documents needed.Update accounts in the system of record with codes corresponding to the actions taken.

I was hired as a permanent employee for the same position held as a contractor, with a higher grade.

Work on exception reports to correct deficiencies found on loans that had been submitted to investors for review.Handle special research projects for senior management. Responsible for ensuring cash pool documents were delivered to the bank.File and keep record of cash pool certificates.Bond Administration Department: Responsibilities:Assist with pooling of qualified loans for government bonded programs. Create spreadsheets to request new programs.