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. 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. 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