sabriana smeby

Efficiently ensured that the mortgage loans affected by chapters 7, 11, and 13 bankruptcy filings were properly maintained and monitored Provided prompt updates and inquiries with both Attorneys and Bankruptcy Trustees utilizing written and verbal communication Ensured timeliness and accuracy in the filing of court documents and requests were met Developed strong working relationships with Attorneys, Bankruptcy Trustees, Bankruptcy Courts and Internal legal counsel for Chase Home Lending Performed as a single point of contact for the resolution of technical issues with misfiled documents Resolved issues effecting case and claim filing to minimize or eliminate court sanctions Provided account reconciliations for charges assessed before, during and after bankruptcy filing Determined Chase's interest in the bankrupt property in terms of foreclosure advancement initiation or as a write-off

Maintained time and attendance records, agent profiles, and Workforce Management Coached and trained agents in using the proper collection tools to provide optimum service for the clients and the obligor Processed documents in an effort to bring currency to delinquent accounts De-escalated hostile work and obligor situations Provided morale boosting exercises Monitored agent's communication with obligors to ensure FDCPA guidelines were adhered to Provided career advancement and goal setting training and exercises for staff

Generated reports for Chase Home Lending with compliance data pertaining to the AML, BSA, and Patriot Act Monitored Chase's compliance with the state and federal regulatory guidelines for home lending Analyzed documents for accuracy, review systemic updates, and generated reports and correspondence to Chase clients within service level expectations (SLA) Conducted feedback reviews when errors were discovered in the auditing process Provided accurate auditing processes for the Customer Assistance Specialist, Customer Assistance Ops Specialist, Underwriting and Invoice Processing Provided quality assurance reviews on the soft skills of Relationship Manager's communication with Chase clients. Reviewed/Audited paid invoices on behalf of Chase by outside vendors for accuracy Performed data entry on applicable lines of business applications

Provided technical support to the lines of business and call center agents. Generated issue tickets with vendors and appropriate resolution groups Ensured optimum dialer performance and that staffing goals were obtained Managed dialing strategies by updating, revising and adjusting system settings Monitored real-time adherence and call statistics Assist in monitoring attendance and entering exceptions in Workforce Management Scheduled and updated offline activities into Workforce Management Functioned as single point of contact for the resolution of technical issues with the dialing system Ensured timeliness and accuracy in the upload and download of files into the dialer system Provided access and administrative rights for users within the dialing system