1. T. Joy Gordon
1519 Rollesby Way
Chesapeake, VA 23320
(757) 715-1346
Objective: To obtain an aggressive position that integrates service and customer (internal and
external) satisfaction; A position that will utilize my education and experience, while allowing
room for growth and advancement.
Qualifications: Personable, self-motivated, excellent leadership ability, good judgment in high
pressure situations, detail oriented, excellent oral, written, and communication skills, optimum
handling of confidential information.
Education:
1995-1999
BA Political Science, minor English Howard University Washington, DC
Employment:
10/14 – 4/16 (Senior Political Figure Outreach and Resolution Team) Bank of America Norfolk,
VA
• Contact business clients (ATM, Entity and Extremely High Profile Political Figures including but
not limited to previous Presidents, Ambassadors, Plenipotentiaries, and any other politically
affiliated figures and their associated family members) for reconciliation and resolution
• Obtain information from political clients and their respective families as required by the OCC
and other internal and external guidelines in order that we may better serve our clients and
their business needs
• Receive and review highly escalated complaint cases for expedited processing and resolution
in an effort to exceed the expectations of our deceased customers’ families as they require
immediate resolution during an already difficult period
• Evaluate and submit documents required to proceed with disbursement of funds for the
families of our deceased clients (ie. Letters Testamentary, Letters of Administration, Small
Estate and other Affidavits, Death Certificates both US and foreign, signature cards, Notarized
Letters of Instruction, Beneficiary Letters of Instruction, Custodian documents, Addendums,
etc.)
10/12 – 10/14 (Presidential Escalations/FHA Short Sale Negotiator/DSCR) Bank of America
Norfolk, VA
• Handle highly escalation complaint cases for immediate resolution/reconciliation of accounts
where customers have submitted multiple escalations (at times to the President of the
Company)
• Ensure risk prevention for the bank by effectively and efficiently resolving escalated
complaints
2/12 – 10/12 (Process Support) Bank of America Norfolk, VA

2. ▪ Proficient in the use of the following internal systems/tools: DLG, HomeSaver, iPortal, CRM
tool, ILA, LMA, LAMP, Intellimods, PP&G, Caseload Snapshot, NPV tool, Modification
Analysis, FNMA tool; Proficient with processing of manual trial modifications as workout for all
investors and segments (HFI/SFO, FNMA, FHLMC, MILITARY)
▪ Determine status of file and next step process to expedite workout and processing
▪ Called borrowers when necessary to advise of additional docs needed for Verification of
income (VOI) process
▪ Work closely with CRMto establish a seamless streamline effect for borrower(s) such that the
workout process can be successfully expedited
▪ Upon verifying accuracy and completeness of all docs received from borrower for modification
review, update checklists in LMA and forward files to Underwriter for processing
2/03 – 8/11 Delinquency Services Adjustor(charge-off accounts)
HSBC Virginia Beach, VA
• Review accounts and make decision on whether or not accounts will be forwarded to
attorney’s office to begin the litigation process; Negotiate arrangements with customers and/or
authorized 3rd parties to settle and/or pay their delinquent HSBC charge-off account(s) in full
• Advise HSBC customers with charged off accounts about the status of their accounts and seek
permanent resolution to assist customers with resolving their delinquent debt(s)
• Scan and pull in electronic remits from attorney’s offices for monies collected on delinquent
accounts and set monthly goals and collect an average of $250k/month from attorneys’ offices
representing HSBC regarding delinquent portfolios
• Research Analyst/Auditor for the Central Electronic Legal Ledger System (CELLS) Department;
research and analyze accounts to ensure HSBC’s records are reflective of attorney and court
information
• Audit accounts showing settled or paid in full
• Consistent contact with attorneys and legal adjustors to clarify issues and/or request
information
• Enter judgment and satisfaction information in Centralized Electronic Legal Ledger System
• Active member of HSBC’s HEART Committee (Now EIC Employee
Involvement Committee)
• Member of HSBC’s 1st REACH Program (transition program through all departments)
• Recipient of Bachelor’s degree from HSBC’s PEAK University
References: AVAILABLE UPON REQUEST