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LaShondra Resume.1

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L A S H O N D R A D . J O N E S
205-601-5323 JLaShondra77@yahoo.com
Summar y and Obj ective
I’m a dedicated and skilled business professional with 17 years of banking experience along with 10 years of
first class customer service. I also have excellent verbal and written communication skills with internal and external
customers with the ability to learn quickly and be reliable within a working environment with team members and
management. I’m strongly influential in sales and account maintenance with proven ability in resolving customer
challenges with innovative solutions. I have the ability to achieve and consistently maintain standards for quality and
timeliness. My work ethic is consistently professional behavior, including maintaining the highest standards of
confidentiality. I also maintain accuracy and attention to detail in a fast pace, changing work environment, and also
with multi-tasking skills. Over the years I have demonstrated excellent research analytical problem solving skills and
ability to prioritize and maintain a large volume of work in a timely manner.
Key Qual ifications
• 17 years in Financial industry
• 15 years Customer Service experience
• 5 years Mortgage lending experience
• Knowledgeable on agencyand investor regulations and guidelines
• 6 years Sales and Commercial Accounts
• Customer payroll tracking
• In-depth knowledge ofBank Products and Services
• Detailed Banking and accounting knowledge
• Excellent interpersonal,analytical,written, customer service and organizational skills
• Excellent Customer Service with the skills necessaryto train and motivate s taff to their potential
• Consistentlyexceed monthlygoals
• Tech savvy
• Positive attitude with strong work ethic and desire to win
• BSA/AML, fraud, loss prevention experience
• Knowledge ofBank mainframe systems and applications
• Knowledge ofPrivate Banking,Wire Transfers,BSA/AML, OFAC and related laws and regulations
• Experience with underwriting and postclosing review
• Knowledge ofFannie Mae, Freddie Mac, FHA, VA
• Knowledge ofFederal regulatory requirements
• Mortgage loan review experience
• Ability to handle multiple tasks
• Leadership abilities
Exper ience
Wells Fargo Bank Homewood, AL
2014- Present
Bankruptcy Research/Remediation Associate
• Used policies, procedures and laws to perform a quality review of bankruptcy documents and records and
Conducted research to determine appropriate steps to take to address anyissues thatmay be identified.
• Generated reports and summarize results and Adjust the consumer mortgage loan records and terms to
reflect the court ordered bankruptcy plan.
• Analyzed final maintenance details for accuracy in order to have updated tax documents generated to
compensate the customer and amend prior tax returns.
• Delegated and trained peers on the final maintenance process and Assisted with the development of the
Bankruptcy Final Maintenance projectand Assisted with Quality Assurance and Imaged Final Documents.
Wells Fargo Bank – Homewood, AL
2012-2014
Home Preservation Specialist
• Interviewed borrowers to understand their specific situation, Identified and requested the appropriate
documents required for loan modification review as well as handled a pipeline of50 or more loans.
• Analyzed the customer's financial situation and making recommendations on loan modifications /workout
options to resolve delinquencies and Ensure necessaryinformation is received in a timely manner.
• Answered inbound inquiries from borrowers regarding the status of the loss mitigation, loan modification,
shortsale and foreclosure process and log requested documentation for loan modification review.
• Placed outbound calls to notify borrowers when additional loan document information is required or to follow
up on loan documents, Accessed information on multiple systems to inform borrowers of loan terms,
importantdates and deadlines.
• Notified customers and ensure their understanding of current status, options, timelines, coordination touch
points, customer obligations through the process and the loan modification decision, Communicated with
multiple Service departments (both internal and external to Wells Fargo).
• Remained as the single point of contact to borrower throughout the loss mitigation, loan modification, and
foreclosure process and Partner with underwriters to make the bestdecision for the borrowers.
• Notified and informed borrowers of changes to established dates/timelines throughout process and Assist
with Mortgage Loss Mitigation / Collections / Default servicing / Financial Services with FHA, VA, Bank and
Privates, Fannie Mae and other investor groups which resulted in receiving several recognition awards.
• Processed and tracked payments for customers to insure home retention.
Wachovia/Wells Fargo Bank – Homewood, AL
2010- 2012
Fraud/ Financial Crime Analyst
• Reviewed, verified and identified customer transactions to detect/prevent financial crimes activities, policy
violations and suspicious situations in order to mitigate and/or recover losses and Monitor moderate to
complexaccountactivity which requires research thatmay involve multiple transaction channels.
• Used a variety of sources for information, including online systems and tools/models, performed general
accounthandling functions such as close accountdetermination,holds,restraints,etc.
• Documented research findings and actions on cases for possible referrals for Suspicious Activity, Identified
Theft Operations (ITO) and Suspected Financial Abuse and Contacted customers and/or vendors to validate
transactions.
• Maintained files,records,databases and prepared standard/routine managementreports
• Prepared required documentation including Suspicious Activity Reports.
• Identified control failures in bank processes, procedures, and customer or team member decis ions and then
categorized losses and assign loss accountability
• Reviewed complex/unique situations with senior departmentstaff and also coached team members.
Wachovia/Wells Fargo Bank –Homewood, AL
2006 – 2010
Retail Phone Banker
• Repeatedly exceeded sales goals, handled large call volume daily which resulted in receiving top sales
awards.
• Sold products and solutions ranging from Mortgage, Way 2 Save, High Performance Money Market, Online
Banking, Bill Pay, Checking, Savings, Credit Cards, Commercial accounts, Loans, and all other Wells Fargo
products and provided promptquality service to ensure customer retention.
• Provided excellent customer service and Coached/ Trained new team members, resulting in several awards
and recognitions.
Wachovia Bank – Homewood,AL
2004 - 2006
Sorter Operator/Coordinator
• Lead operator in sorter room and processed all branch transactions on a deadline oriented schedule.
• Cross trained with items processing departments while working closely with managem ent and processed all
month end work.
• Performed leadership and trained new sorter operators.
Computer Skil l s
WFB Mainframe
Microsoft Office
Google/Yahoo
Web Direct
ICMP
Hogan
Word
Word Perfect 6.0
Lotus
Time Tracker
SharePoint
MSP
FDR
Excel
Windows 7
Pacer/ AACER 2.0
Microfiche
LPS/Black Knight
Credco
PowerPoint
Outlook Email
Education
Shades Valley High School (1992-1996)
Lawson State College (1997-1999) Major: Business

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LaShondra Resume.1

  • 1. L A S H O N D R A D . J O N E S 205-601-5323 JLaShondra77@yahoo.com Summar y and Obj ective I’m a dedicated and skilled business professional with 17 years of banking experience along with 10 years of first class customer service. I also have excellent verbal and written communication skills with internal and external customers with the ability to learn quickly and be reliable within a working environment with team members and management. I’m strongly influential in sales and account maintenance with proven ability in resolving customer challenges with innovative solutions. I have the ability to achieve and consistently maintain standards for quality and timeliness. My work ethic is consistently professional behavior, including maintaining the highest standards of confidentiality. I also maintain accuracy and attention to detail in a fast pace, changing work environment, and also with multi-tasking skills. Over the years I have demonstrated excellent research analytical problem solving skills and ability to prioritize and maintain a large volume of work in a timely manner. Key Qual ifications • 17 years in Financial industry • 15 years Customer Service experience • 5 years Mortgage lending experience • Knowledgeable on agencyand investor regulations and guidelines • 6 years Sales and Commercial Accounts • Customer payroll tracking • In-depth knowledge ofBank Products and Services • Detailed Banking and accounting knowledge • Excellent interpersonal,analytical,written, customer service and organizational skills • Excellent Customer Service with the skills necessaryto train and motivate s taff to their potential • Consistentlyexceed monthlygoals • Tech savvy • Positive attitude with strong work ethic and desire to win • BSA/AML, fraud, loss prevention experience • Knowledge ofBank mainframe systems and applications • Knowledge ofPrivate Banking,Wire Transfers,BSA/AML, OFAC and related laws and regulations • Experience with underwriting and postclosing review • Knowledge ofFannie Mae, Freddie Mac, FHA, VA • Knowledge ofFederal regulatory requirements • Mortgage loan review experience • Ability to handle multiple tasks • Leadership abilities Exper ience Wells Fargo Bank Homewood, AL 2014- Present Bankruptcy Research/Remediation Associate • Used policies, procedures and laws to perform a quality review of bankruptcy documents and records and Conducted research to determine appropriate steps to take to address anyissues thatmay be identified. • Generated reports and summarize results and Adjust the consumer mortgage loan records and terms to reflect the court ordered bankruptcy plan. • Analyzed final maintenance details for accuracy in order to have updated tax documents generated to compensate the customer and amend prior tax returns. • Delegated and trained peers on the final maintenance process and Assisted with the development of the Bankruptcy Final Maintenance projectand Assisted with Quality Assurance and Imaged Final Documents. Wells Fargo Bank – Homewood, AL 2012-2014
  • 2. Home Preservation Specialist • Interviewed borrowers to understand their specific situation, Identified and requested the appropriate documents required for loan modification review as well as handled a pipeline of50 or more loans. • Analyzed the customer's financial situation and making recommendations on loan modifications /workout options to resolve delinquencies and Ensure necessaryinformation is received in a timely manner. • Answered inbound inquiries from borrowers regarding the status of the loss mitigation, loan modification, shortsale and foreclosure process and log requested documentation for loan modification review. • Placed outbound calls to notify borrowers when additional loan document information is required or to follow up on loan documents, Accessed information on multiple systems to inform borrowers of loan terms, importantdates and deadlines. • Notified customers and ensure their understanding of current status, options, timelines, coordination touch points, customer obligations through the process and the loan modification decision, Communicated with multiple Service departments (both internal and external to Wells Fargo). • Remained as the single point of contact to borrower throughout the loss mitigation, loan modification, and foreclosure process and Partner with underwriters to make the bestdecision for the borrowers. • Notified and informed borrowers of changes to established dates/timelines throughout process and Assist with Mortgage Loss Mitigation / Collections / Default servicing / Financial Services with FHA, VA, Bank and Privates, Fannie Mae and other investor groups which resulted in receiving several recognition awards. • Processed and tracked payments for customers to insure home retention. Wachovia/Wells Fargo Bank – Homewood, AL 2010- 2012 Fraud/ Financial Crime Analyst • Reviewed, verified and identified customer transactions to detect/prevent financial crimes activities, policy violations and suspicious situations in order to mitigate and/or recover losses and Monitor moderate to complexaccountactivity which requires research thatmay involve multiple transaction channels. • Used a variety of sources for information, including online systems and tools/models, performed general accounthandling functions such as close accountdetermination,holds,restraints,etc. • Documented research findings and actions on cases for possible referrals for Suspicious Activity, Identified Theft Operations (ITO) and Suspected Financial Abuse and Contacted customers and/or vendors to validate transactions. • Maintained files,records,databases and prepared standard/routine managementreports • Prepared required documentation including Suspicious Activity Reports. • Identified control failures in bank processes, procedures, and customer or team member decis ions and then categorized losses and assign loss accountability • Reviewed complex/unique situations with senior departmentstaff and also coached team members. Wachovia/Wells Fargo Bank –Homewood, AL 2006 – 2010 Retail Phone Banker • Repeatedly exceeded sales goals, handled large call volume daily which resulted in receiving top sales awards. • Sold products and solutions ranging from Mortgage, Way 2 Save, High Performance Money Market, Online Banking, Bill Pay, Checking, Savings, Credit Cards, Commercial accounts, Loans, and all other Wells Fargo products and provided promptquality service to ensure customer retention. • Provided excellent customer service and Coached/ Trained new team members, resulting in several awards and recognitions. Wachovia Bank – Homewood,AL 2004 - 2006 Sorter Operator/Coordinator • Lead operator in sorter room and processed all branch transactions on a deadline oriented schedule. • Cross trained with items processing departments while working closely with managem ent and processed all month end work. • Performed leadership and trained new sorter operators.
  • 3. Computer Skil l s WFB Mainframe Microsoft Office Google/Yahoo Web Direct ICMP Hogan Word Word Perfect 6.0 Lotus Time Tracker SharePoint MSP FDR Excel Windows 7 Pacer/ AACER 2.0 Microfiche LPS/Black Knight Credco PowerPoint Outlook Email Education Shades Valley High School (1992-1996) Lawson State College (1997-1999) Major: Business