1. CHRIS STENZEL linkedin.com/in/chris-stenzel-a3796660
716-907-4412 Cnealst1@gmail.com
PRO FESSIO NA L SUMMA RY
Customer Advocate & Escalation Analyst with 20 years 0f experience servicingthousands of
mortgage customers in the banking industry. Resolved escalated issues raised by customers and their
attorneys, helping distressed borrowers retain homeownership through qualified loss mitigation
programs, and providing escrow and servicing account information.
Banking Experience:
Mortgage Customer Service, Special Loan Servicing, Loss Mitigation, Consumer Complaint Resolution
Technical Experience:
Black Knight Mortgage Servicing System,Excel,Word,PowerPoint, Visio, SharePoint, Service Manager
Mortgage ServicingExpertise:
• Conflict Resolution Coordination • Direct Customer Contact
• Mortgage Default Negotiation • Training/Educating
• Regulatory Compliance, Government Loans • Special Loan Servicing
• Customer Advocate • Informational Writing
• Risk Mitigation • Procedure Writing
PRO F ESSIO NA L EXP ERIENC E
M&T BANK 1993 -1998, 2001 -2016
Customer Asset Management Escalations Analyst II/Banking Officer (2011 - 2016)
Resolved escalated customer complaint issues raised through direct customer contact, executive
requests or regulatory/investor agencieswithin set service level time frames. Negotiated solutions for
bank customers, acting as an intermediary across all lines of business, including executive level
engagement, and conductedforensic research to determine root cause analysis.
 Recipientof Bank PresidentCommendation for assisting valued customer.
 Co-developedloss mitigation package intake program to increase percentage of completed
packages by 30 percentand provide online customer status reviews for customers.
 Recipientof Group Vice President“Above and Beyond” award for meeting and exceedingHUD
Congressional 48-hour escalation complaint deadline.
 ReceivedCorporate Counsel High-5Award for coordinating the successfulresolution of a three-
year escalation causedby a previous mortgage servicer’serror.
 ReceivedAdministrative Vice President“Above and Beyond” award for developing escalation
process flow charts describing complaint handling process for default mortgage & consumerloans.
 Created writingconsultant team and served as Lead Editor of researcher/writerstocompose
informational/promotional articlesfor Mortgage and Consumer Lending newsletter (over 24
articles produced and published in one year).
 Coordinated the successful resolution of a Baltimore, Maryland discrimination escalation
betweenthe Legal, Compliance, and Underwriting departments, and the local commercial branch.
 Drafted and maintained departmental procedure guide.
 Investigated and resolvedescalated customer complaints within regulatory guidelines and
government time frames.
 Identifiedhigh-risk issues needingescalated to management, and assisted in their resolution.

2. Chris Stenzel Page 2
PRO F ESSIO NA L EXP ERIENC E (C O NTINUED )
Customer Asset Management Loss Mitigation WorkoutSpecialist/GroupLead IV (2001 - 2011)
Qualified borrowers for government-sponsored loss mitigation programs to retain homeownership or
dispose of properties through short sale and deed-in-lieu(VA, FHA, USDA,SONYMA). Acted as FHA
Short Sale SubjectMatter Expert.
 Promoted to Group Lead for the department.
 DevelopedExcelCalculatorto qualify customers for FHA Home Affordable Modification Program.
 DevelopedFinancialAccounting Summary to qualify loss mitigation customers financially.
 Trainedincoming Loss Mitigation department staff and FHA short sale group.
 Appointed Sole Loss Mitigation Negotiator for employee loans.
 Negotiated thousands of repayment opportunities for FHA/VA/USDA/SONYMAmortgage
borrowers, including forbearance, loan modification and liquidation options to avoid loss of
defaulted collateral.
 Drafted and maintained the departmental procedure guide for the department.
Group Lead & SpecialLoans Associate (1995 - 1998)
Triggeredall adjustable rate mortgage adjustments bank-wide and acted as group lead for the
department. Handled adjustable rate mortgage customer research and monthly reporting.
 Directedandimplemented adjustable rate mortgage workstation conversion under
management direction for mortgage servicing system.
 ReceivedGalaxyRecognitionAward for outstanding service to the department.
 Directedauditof 11,000adjustable rate mortgage loans for mortgage acquisition.
SeniorMortgage Customer Service Associate (1993 - 1995)
Handled over 100 inbound mortgage customer calls per day, providing support for payment
processing, escrow analysis, tax and hazard insurance,as well as special loans and year-endstatement
information.
EDUC A TIO N
REGENT UNIVERSITY SOUTHEASTERNUNIVERSITY
Masters - Communication Bachelorof SpeechCommunication
AFFIL IA TIO NS
Certified SecondaryEducation Teacher,State of Florida
Evangelical TeacherTraining Association
Niagara Gospel Rescue Mission