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Resume Mortgage Services

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Resume Mortgage Services

  1. 1. M I GU E L DE NI S 1 0 3 2 0 G RE Y ST O NE R I D G E C O U RT RI VE RV IE W F L 3 3 5 7 8 OBJECTIVE My objective is to work in an environment that would allow me to utilize my skills and knowledge in the mortgage industry. QUALIFICATIONS Working knowledge of Microsoft word, Excel, PowerPoint, and Windows Vast knowledge of many aspects of banking and mortgage industry Worked on special projects including the Independent Foreclosure Review EMPLOYMENT May 2012 - Present Bankruptcy Specialist HSBC Mortgage Services  Direct phone interaction with customers to answer and resolve servicing questions and complaints about payments, loan documents and terms, taxes and insurance.  Responsible for servicing accounts where the customer has filed bankruptcy to determine the appropriate actions concerning HSBC Mortgage Services lien.  Make sound business decisions based on bankruptcy law, property valuation and customer intent to prevent financial loss to the company.  Prepare appropriate forms and ensure complete documentation and compliance within established guidelines; notify appropriate Manager of unique situations.  Manage timelines involved with Chapter 7 and Chapter 13 accounts, including motions for relief, dismissals, discharges and commencement of foreclosure.  Complete inbound and outbound attorney contact and customer contact where allowed to solicit and negotiate reaffirmation agreements in Chapter 7 bankruptcies.  Obtain financial statements and make recommendations for account modifications to ensure the ability of customer to maintain their mortgage accounts.  Complete account analysis and make recommendations for charge-off, including review of lien position, fraud review and appraisal analysis based on HSBC Mortgage Services policy and guidelines.
  2. 2. May 2007 – May 2012 Loss Mitigation Specialist HSBC Mortgage Services  Direct phone interaction with customers to answer and resolve servicing questions and complaints about payments, loan documents and terms, taxes and insurance.  Analyzed assigned Real Estate accounts to ascertain and initiate appropriate action.  Phone collections, which include negotiating modifications, hardships, short sales, and deeds in lieu of initiating foreclosure actions.  Completed stipulation agreements as required November 2004 – May 2007 HSBC Bank Unit Manager Personal Internet Banking  Managed personnel within the Personal Internet Banking unit which included the hiring, training, coaching, placing on corrective action, and firing.  Compiled and analyzed data related to Internet Banking unit activities and maintain appropriate staffing levels to ensure objectives and standards are met; identify problem areas requiring corrective action and provided management with appropriate information.  Evaluated customer service representative performance and provide coaching and direction to CSR to ensure all efforts have been exhausted to assist customer with technical issues or problems.  Helped Customer Service Specialist to respond to and resolve most complex sales and/or service inquiries and problems on multiple product lines that may include HSBC website and INTERNET Banking, received via telephone, mail, and/or e- mail, according to established procedures and standards and service quality focus.  Helped Customer Service Specialist to seek opportunities to proactively attract, retain and expand customer relationships as appropriate.  Assessed existing and potential customer needs utilizing product recommendations, features, benefits, business referrals and cross-selling techniques.  Analyzed and reconstructed account activity required to fully service the customer.
  3. 3. May 2001 – November 2004 HSBC Bank Technical Specialist  Provided a more complex technical consultation to internal and external customers in the use and applicability of technical solutions related to Global Payments Cash Management systems.  Defined client technical requirements and plan all aspects of the technical implementation with Business Implementation team and customer, including hardware/software installation, user training and procedures development. Completed technical presentations to prospective customers as requested.  Worked with operational and technical areas to coordinate technical implementations and ensure user requirements are properly defined.  Managed various stages of the implementation process including definition of technical requirements (scope), end- to-end file and connectivity testing, and production implementation.  Provided technical support to investigate and resolve reported customer problems of a complex nature, including those reported from the Direct Bank Help Desk.  Monitored and reported system performance against agreed service level standards. Participated in periodic client visits and/or conference calls to discuss system performance. EDUCATION December 1988 Buffalo State College Buffalo, NY B.A. Communications and Spanish Secondary Education LANGUAGES Fluent in English and Spanish Ability to read, write and speak in both English and Spanish