1. Nicole Ross
Operations Production Coordinator
2610 Philadelphia Pike Apt Q5 Claymont DE 19703
{302} 268-2898(c) mscprinstructor@gmail.com
Professional Highlights
Production and Fulfilment Processor / 1099C W9 Processor
Capital One N.A, Wilmington DE
June 2014 – Present
♦ Fulfil client requests for important documents from capital one
♦ Analyze requests from clients with adequate detail to fulfil the correct documents in a
timely fashion
♦ Proficient in processing statements {fiche, recoveries, card} payments, CMA’s, letters,
correspondence, and internet applications
♦ Analyze data on documents for detailed information to insure impeccable customer
satisfaction
♦ Email, Fax, and FedEx client’s documents with pristine timing and precision to ensure
quality and customer service
♦ Process affidavits information in Recap
♦ Analyze data on documents for detailed information to insure quality
♦ Sign affidavits to be mailed out
♦ Process 1099C forms and 1099 MISC forms
♦ Own and work queues in Nova to analyze 1099C and W9 forms for quality assurance
♦ Training existing employees on the 1099C form and how to work the W9 queues
♦ Create procedure manuals for the 1099C and W9 forms and how to work the queues
then present them in power point presentations
Servicing Loan and Records Management Coordinator
Capital One N.A, Wilmington DE
March 2013 - June 2014
♦ Processed paid mortgages and home equity loans
♦ Kept an internal audit of all collateral in vault
♦ Documented and searched files located in ECM and AWD
♦ Documented and updated files in excel spreadsheets
♦ Answered inbound emails, and executed research requests
♦ Opened, sorted, logged, scanned and indexed closing packages received from the
closing agents
♦ Provided customer service by phone or mail.
♦ Contributed in the ongoing development of the loan operations department to
maintain/improve the quality level.
2. ♦ Separated collateral and non-collateral documents from closing package, then retained
the collateral documents in a secure environment until loan matured or was satisfied.
♦ Ensured that policies and procedures are adhered to as outlined in the Operations
Policies and Procedures Manual.
Other Employment
Transaction Representative/Head Facility Trainer
CITI Bank Newark, DE
October 2007-February 2013
♦ Handled sensitive documents for citizen’s passport approval and renewal
♦ Processed payments for new passports and passport renewals
♦ Followed government code for opening mail and handing sensitive documents
♦ Audited government and client documents sent in for passports
♦ Became team leader in educating all employees hired from 2009-2013
♦ Trained over 300 employees including managers to do required job junctions
♦ Created the “Batching academy” which is a week worth of training modules with
handouts, visuals, and a power point educational presentations, for new incoming
employees, and existing employees teaching required job functions and procedures of
the job and is used on all new employees hired
♦ Assisted with the decision of hiring new hires depending on their acquired knowledge that
was offered by me
♦ Scanned and sorted incoming mail in the mailroom
♦ Typed highly sensitive documents into Citrix for passport approval
♦ Assembled, processed and handled highly sensitive government, and client documents
efficiently
♦ Trained incoming and existing representatives on processing procedures
♦ Participated and contribute to procedure committee meetings
File Clerk
Trans Union Wilmington, DE
February 2005 -November 2006
♦ Updated calendars for appointments
♦ Completed administrative assistant tasks such as managing appointments for clients
♦ Managed customer service inquires by phone and via email
♦ Filed up to 30 plus mortgage documents daily
♦ Prepared mortgage documents to be signed by home buyer
♦ Made sure all proper paperwork was filled out correctly for mortgages
♦ Scanned incoming documents into electronic filing
Education and Credentials
Certified CPR Instructor License EMS Safety Philadelphia, PA – 2015
