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Bridget Mallet
7607 Bay Way, District Heights, MD 20747
240-491-8040 (Cell)
Email: jewelrybybridget@gmail.com
SUMMARY OF QUALIFICATION
 Accomplished and seasoned Finance Professional with over 15 years of experience in Loan
Servicing and Customer Service in a call center environment, First and Second Mortgage Loan
portfolios, Guarantee Asset Protection (GAP) Processing, Credit Reporting and Modifications,
Credit Cards, Consumer Loans, and Vehicle Title Processing.
 Pragmatic problem solver with superior interpersonal skills capable of resolving multiple and
complex issues and motivating staff to peak performance.
 Successful leadership style when initiating training and mentoring new employees.
 Highly organized outstanding communication skills and interacts easily with all personalities
 Proficient in MSWord, Excel, Outlook, Adobe Acrobat Pro, Lotus Notes, Phone, Fax, Internet
Explorer and Chrome, FIS Service Base Visa system, Freddie Mac Selling System, CRM,
Epysis/Symitar banking system software, Meridian Link Loan System software, Visual GAP
system, Vintek/Dealertrack Title System, and working knowledge of Mortgage Servicer (FICS),
POINT and GENESIS Mortgage Loan Software, Fidelity banking system, eOscar Credit
Reporting system, and InsurTrack Auto Insurance tracking system.
CAREER HIGHLIGHTS
 Recognized for annual member satisfaction survey at 94.6 % rating for the credit union.
 Maintained departmental monthly incoming queue abandon call ratio of less than 5%.
 Acknowledged for opening over 500 new visa accounts in the month of March 2013 profiting over
$500,000.00 of revenue within the Visa Department.
 Achieved departmental goals with the growth and development of updating departmental
processes and procedures.
 Successfully completed numerous financial training courses and programs required by employers
PROFESSIONAL EXPERIENCE
Freddie Mac, McLean, VA 05/2015 – present
Settlement Operations Associate
 Acts as the primary interface between technology infrastructure and specific business/functional
areas by corresponding intra-organizationally with occasional inter-organizational and external
customer contact.
 Performs basic setups across all disciplines for external customers via Lotus Notes COPs (LP)
and Freddie Mac Selling System (996E form release), and the Counterparty Authorization
process using analytical and detail oriented skills.
 Handles customer and user setup requests in addition to recertification and certification of
Freddie Mac Sellers via OIM, CRM, CCTS, COPs, New LAS System, and the Fedwire website.
Bridget Mallet Page 2
 Assists in project work including business unit requirements, project and process specifications,
coordinate with project teams and ensure that projects are successfully integrated into business
processes.
 Run 996E QC reports and Guarantor Expiration reports via Excel macros.
 Phone calls or emails customers for missing data or follow up on 996E forms and CPA
documents while exhibiting excellent customer service skills.
 Sits down with team to brainstorm on new, innovative, and creative ideas for baseline processes.
 Completes mandatory training courses and train new hires to release 996E forms in the Selling
System via MS Outlook, and to view Certificate of Incumbency forms in SharePoint.
 Conducts weekly team meeting conference calls occasionally.
 Performs various other assigned duties and customer facing projects.
NASA Federal Credit Union, Upper Marlboro, MD 05/2008 – 10/2014
Loan Servicing Administrator
 Managed workflow of the loan servicing departmental email inbox by corresponding within a 48
hour time frame to email requests and responded to incoming call inquiries from internal
employees and external credit union members and businesses.
 Responded to daily written email and fax requests for consumer loan pay offs, verifications of
mortgage, and other loan documents within 24 hours.
 Quality controlled, modified, adjusted, and funded some approved consumer loans in compliance
with the NASA FCU policies and procedures via Epysis/Symitar and Meridian Link systems.
 Prepared lien release letters and letters of guarantee for car dealerships, insurance companies,
and other financial institutions upon request for total loss vehicles and paid off vehicle loans.
 Served as liaison corresponding with several account representatives from car title vendor,
collateral protection insurance (CPI) tracking vendor, Visa card vendor, and GAP Vendor.
 Reconciled monthly GAP General Ledger for Gap Protection Sales and administered monthly
remittance premiums and cancellations to GAP Vendor.
 Printed and reviewed various reports for quality control of all consumer loans, all GAP Insurance
sold, and for vehicle title processing errors.
 Processed and assisted members with consumer and mortgage loan payments, loan corrections
and modifications, and annual escrow analysis statements.
 Backed up CPI processor and Credit Bureau Reporting processor to complete force-placed
insurance adjustments and resolve credit reporting disputes.
 Served as Group Lead to mentor new and temporary employees and assist with the training and
guidance on various processes of the loan servicing department.
EagleBank Corp, Silver Spring, MD 06/2005 – 04/2008
Loan Operations/Loan Accounting Assistant
 Booked and activated all new loans, modifications, extensions, and changes in terms accurately
on Fidelity and Director Systems within 48 hours after receiving notification from Loan Admin
department.
 Monitored ‘loans to be booked’ spreadsheet and prepared ‘new loan input’ spreadsheets.
Bridget Mallet Page 3
 Reviewed and acknowledged loan accounting system reports such as non-posted transactions
and non-activated loan reports and reconcile various general ledger accounts daily by 10:30am.
 Processed and balanced daily item entry transactions on item entry system module.
 Researched and resolved all loan issues, errors and concerns from internal customers and
departments via email, interoffice mail, and external customers (special cases) via regular mail in
a timely manner.
 Assisted with processing of daily loan payments, payoff transactions, and mailing of billing notices
and statements.
Residential Loan Administrator/Closer
 Proactively corresponded with all investors, title companies, attorneys, and builders, in all aspects
of scheduling, closing, funding and delivery of loans.
 Produced loan closing documents for serviced loans and investor loans that were warehouse
funded in a timely fashion possessing knowledge of the closing requirements and disclosures for
the various loan products.
 Processed the complete closing packages for shipping and sale, following up with any
deficiencies preventing funding, and reconciled funding once loan was purchased.
 Reconciled funds received from Brokers, vendors, and borrowers and maintained accounts
payable including disbursements to all vendors associated with department to include appraisers,
credit bureaus, software vendors, flood cert providers, etc. who required payment.
 Reconciled proper General Ledger accounts, funding, production, loan log, and wires daily and
monthly as well as accurately prepared required reports for management before deadlines.
 Contacted appropriate authorities such as employers, banks, title companies, attorneys, and
borrowers to retrieve necessary documents and information for loan approval process.
 Backed up loan processor as needed with a working knowledge of processing to include
understanding loan products, underwriting requirements, closing conditions, lock confirmations,
mortgage hazard insurance, and the loan application (1003) and transmittal (1008).
Riggs Bank, NA/PNC Bank, Riverdale, MD 08/2004 – 05/2005
Senior Loan Processor
 Entered loan data into Fidelity loan system and verified corrections worked as intended the next
day.
 Edited data output on new loans and charge-offs processed into Fidelity loan system by others.
 Edited new loan input against the mortgage file and sent e-mail to DMI with any corrections.
 Monitored the accounts to insure that the corrections had been made.
 Edited daily maintenance report for appropriate back up and to confirm that the intended result
occurred.
 Updated the application tracking system daily to indicate current status of loans in my queue.
Star Power Communication/RCNCorp, Lanham, MD 01/2000 – 03/2004
Dispatcher II
 Compiled, scheduled, assigned, and routed printed work orders for cable TV, telephone, and
high-speed installations, trouble calls, and service changes.
Bridget Mallet Page 4
 Tracked technicians and maintained communication with field personnel for location and status of
jobs via computer, telephone and hand held radio.
 Received calls from technicians and used PC to access, retrieve, and input subscriber account
info in billing system with troubleshooting terminology and methods.
 Created, maintained, and prepared various operational reports, logs, and files.
 Communicated both orally and in writing in a clear and straight-forward manner.
Trouble Resolution Group Activations Specialist
 Reviewed and audited all work orders for accuracy of products, billing, equipment, and tasks
performed.
 Checked-in work orders to activate services and ensured all subscriber payments were posted
accurately and timely to subscribers’ accounts.
 Input any changes or upgrades to accounts at time of activation by reconciling information in the
billing system with actual work orders.
Customer Care Professional/Internet Technical Support Agent
 Provided inbound and outbound phone support for local Cable TV, telephone, and high-speed
subscribers in a call center environment.
 Answered questions, updated database, researched inquiries regarding products, and interacted
with other departments.
 Provided subscribers with troubleshooting guidance and support for internet connectivity, email,
and web browser problems to resolution by phone.
 Provided customers with configurations for operating systems to include several versions of
Windows and MAC Operating systems.
The Mortgage Relief Center, Landover, MD 09/1997 – 12/1999
Administrative Assistant/Loan Processor
 Assisted brokers and lenders in processing FHA, VA, and conventional loans for purchase or
refinance of homes using a high level of organizational skills and ability to handle multiple tasks in
order to meet deadlines.
 Created new loan applications, documents, and loan status’ using POINT and GENESIS
Mortgage Loan apps and MS Office and Corel Suite typing 45-50 WPM.
 Pulled Equifax credit reports, obtained employment and rent/mortgage verifications, and ordered
title work and appraisals on homes for clients.
 Scheduled clients, corresponded with in-house attorney for bankruptcy approvals, and followed
up with clients via telephone and/or written correspondence.
EDUCATION
1997-present Prince George’s Community College Largo, MD
Business Administration- Associate’s Degree Program – 24 semester hours
Minor in Computer Information Systems
1987-1988 Prince George’s Community College Largo, MD
Business Administration/Accounting- Associate’s Degree Program – 24 semester hours

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Bridget Resume1

  • 1. Bridget Mallet 7607 Bay Way, District Heights, MD 20747 240-491-8040 (Cell) Email: jewelrybybridget@gmail.com SUMMARY OF QUALIFICATION  Accomplished and seasoned Finance Professional with over 15 years of experience in Loan Servicing and Customer Service in a call center environment, First and Second Mortgage Loan portfolios, Guarantee Asset Protection (GAP) Processing, Credit Reporting and Modifications, Credit Cards, Consumer Loans, and Vehicle Title Processing.  Pragmatic problem solver with superior interpersonal skills capable of resolving multiple and complex issues and motivating staff to peak performance.  Successful leadership style when initiating training and mentoring new employees.  Highly organized outstanding communication skills and interacts easily with all personalities  Proficient in MSWord, Excel, Outlook, Adobe Acrobat Pro, Lotus Notes, Phone, Fax, Internet Explorer and Chrome, FIS Service Base Visa system, Freddie Mac Selling System, CRM, Epysis/Symitar banking system software, Meridian Link Loan System software, Visual GAP system, Vintek/Dealertrack Title System, and working knowledge of Mortgage Servicer (FICS), POINT and GENESIS Mortgage Loan Software, Fidelity banking system, eOscar Credit Reporting system, and InsurTrack Auto Insurance tracking system. CAREER HIGHLIGHTS  Recognized for annual member satisfaction survey at 94.6 % rating for the credit union.  Maintained departmental monthly incoming queue abandon call ratio of less than 5%.  Acknowledged for opening over 500 new visa accounts in the month of March 2013 profiting over $500,000.00 of revenue within the Visa Department.  Achieved departmental goals with the growth and development of updating departmental processes and procedures.  Successfully completed numerous financial training courses and programs required by employers PROFESSIONAL EXPERIENCE Freddie Mac, McLean, VA 05/2015 – present Settlement Operations Associate  Acts as the primary interface between technology infrastructure and specific business/functional areas by corresponding intra-organizationally with occasional inter-organizational and external customer contact.  Performs basic setups across all disciplines for external customers via Lotus Notes COPs (LP) and Freddie Mac Selling System (996E form release), and the Counterparty Authorization process using analytical and detail oriented skills.  Handles customer and user setup requests in addition to recertification and certification of Freddie Mac Sellers via OIM, CRM, CCTS, COPs, New LAS System, and the Fedwire website.
  • 2. Bridget Mallet Page 2  Assists in project work including business unit requirements, project and process specifications, coordinate with project teams and ensure that projects are successfully integrated into business processes.  Run 996E QC reports and Guarantor Expiration reports via Excel macros.  Phone calls or emails customers for missing data or follow up on 996E forms and CPA documents while exhibiting excellent customer service skills.  Sits down with team to brainstorm on new, innovative, and creative ideas for baseline processes.  Completes mandatory training courses and train new hires to release 996E forms in the Selling System via MS Outlook, and to view Certificate of Incumbency forms in SharePoint.  Conducts weekly team meeting conference calls occasionally.  Performs various other assigned duties and customer facing projects. NASA Federal Credit Union, Upper Marlboro, MD 05/2008 – 10/2014 Loan Servicing Administrator  Managed workflow of the loan servicing departmental email inbox by corresponding within a 48 hour time frame to email requests and responded to incoming call inquiries from internal employees and external credit union members and businesses.  Responded to daily written email and fax requests for consumer loan pay offs, verifications of mortgage, and other loan documents within 24 hours.  Quality controlled, modified, adjusted, and funded some approved consumer loans in compliance with the NASA FCU policies and procedures via Epysis/Symitar and Meridian Link systems.  Prepared lien release letters and letters of guarantee for car dealerships, insurance companies, and other financial institutions upon request for total loss vehicles and paid off vehicle loans.  Served as liaison corresponding with several account representatives from car title vendor, collateral protection insurance (CPI) tracking vendor, Visa card vendor, and GAP Vendor.  Reconciled monthly GAP General Ledger for Gap Protection Sales and administered monthly remittance premiums and cancellations to GAP Vendor.  Printed and reviewed various reports for quality control of all consumer loans, all GAP Insurance sold, and for vehicle title processing errors.  Processed and assisted members with consumer and mortgage loan payments, loan corrections and modifications, and annual escrow analysis statements.  Backed up CPI processor and Credit Bureau Reporting processor to complete force-placed insurance adjustments and resolve credit reporting disputes.  Served as Group Lead to mentor new and temporary employees and assist with the training and guidance on various processes of the loan servicing department. EagleBank Corp, Silver Spring, MD 06/2005 – 04/2008 Loan Operations/Loan Accounting Assistant  Booked and activated all new loans, modifications, extensions, and changes in terms accurately on Fidelity and Director Systems within 48 hours after receiving notification from Loan Admin department.  Monitored ‘loans to be booked’ spreadsheet and prepared ‘new loan input’ spreadsheets.
  • 3. Bridget Mallet Page 3  Reviewed and acknowledged loan accounting system reports such as non-posted transactions and non-activated loan reports and reconcile various general ledger accounts daily by 10:30am.  Processed and balanced daily item entry transactions on item entry system module.  Researched and resolved all loan issues, errors and concerns from internal customers and departments via email, interoffice mail, and external customers (special cases) via regular mail in a timely manner.  Assisted with processing of daily loan payments, payoff transactions, and mailing of billing notices and statements. Residential Loan Administrator/Closer  Proactively corresponded with all investors, title companies, attorneys, and builders, in all aspects of scheduling, closing, funding and delivery of loans.  Produced loan closing documents for serviced loans and investor loans that were warehouse funded in a timely fashion possessing knowledge of the closing requirements and disclosures for the various loan products.  Processed the complete closing packages for shipping and sale, following up with any deficiencies preventing funding, and reconciled funding once loan was purchased.  Reconciled funds received from Brokers, vendors, and borrowers and maintained accounts payable including disbursements to all vendors associated with department to include appraisers, credit bureaus, software vendors, flood cert providers, etc. who required payment.  Reconciled proper General Ledger accounts, funding, production, loan log, and wires daily and monthly as well as accurately prepared required reports for management before deadlines.  Contacted appropriate authorities such as employers, banks, title companies, attorneys, and borrowers to retrieve necessary documents and information for loan approval process.  Backed up loan processor as needed with a working knowledge of processing to include understanding loan products, underwriting requirements, closing conditions, lock confirmations, mortgage hazard insurance, and the loan application (1003) and transmittal (1008). Riggs Bank, NA/PNC Bank, Riverdale, MD 08/2004 – 05/2005 Senior Loan Processor  Entered loan data into Fidelity loan system and verified corrections worked as intended the next day.  Edited data output on new loans and charge-offs processed into Fidelity loan system by others.  Edited new loan input against the mortgage file and sent e-mail to DMI with any corrections.  Monitored the accounts to insure that the corrections had been made.  Edited daily maintenance report for appropriate back up and to confirm that the intended result occurred.  Updated the application tracking system daily to indicate current status of loans in my queue. Star Power Communication/RCNCorp, Lanham, MD 01/2000 – 03/2004 Dispatcher II  Compiled, scheduled, assigned, and routed printed work orders for cable TV, telephone, and high-speed installations, trouble calls, and service changes.
  • 4. Bridget Mallet Page 4  Tracked technicians and maintained communication with field personnel for location and status of jobs via computer, telephone and hand held radio.  Received calls from technicians and used PC to access, retrieve, and input subscriber account info in billing system with troubleshooting terminology and methods.  Created, maintained, and prepared various operational reports, logs, and files.  Communicated both orally and in writing in a clear and straight-forward manner. Trouble Resolution Group Activations Specialist  Reviewed and audited all work orders for accuracy of products, billing, equipment, and tasks performed.  Checked-in work orders to activate services and ensured all subscriber payments were posted accurately and timely to subscribers’ accounts.  Input any changes or upgrades to accounts at time of activation by reconciling information in the billing system with actual work orders. Customer Care Professional/Internet Technical Support Agent  Provided inbound and outbound phone support for local Cable TV, telephone, and high-speed subscribers in a call center environment.  Answered questions, updated database, researched inquiries regarding products, and interacted with other departments.  Provided subscribers with troubleshooting guidance and support for internet connectivity, email, and web browser problems to resolution by phone.  Provided customers with configurations for operating systems to include several versions of Windows and MAC Operating systems. The Mortgage Relief Center, Landover, MD 09/1997 – 12/1999 Administrative Assistant/Loan Processor  Assisted brokers and lenders in processing FHA, VA, and conventional loans for purchase or refinance of homes using a high level of organizational skills and ability to handle multiple tasks in order to meet deadlines.  Created new loan applications, documents, and loan status’ using POINT and GENESIS Mortgage Loan apps and MS Office and Corel Suite typing 45-50 WPM.  Pulled Equifax credit reports, obtained employment and rent/mortgage verifications, and ordered title work and appraisals on homes for clients.  Scheduled clients, corresponded with in-house attorney for bankruptcy approvals, and followed up with clients via telephone and/or written correspondence. EDUCATION 1997-present Prince George’s Community College Largo, MD Business Administration- Associate’s Degree Program – 24 semester hours Minor in Computer Information Systems 1987-1988 Prince George’s Community College Largo, MD Business Administration/Accounting- Associate’s Degree Program – 24 semester hours