1. 4 0 6 K I N G S W O O D B L V D E L I Z A B E T H C I T Y , N C 2 7 9 0 9
P HO N E 9 0 4 - 4 2 3 - 9 0 0 4 • E - M A I L J A M E S A . A . R O B E R T S @ G M A I L . C O M
J A M E S A A . R O B E R T S
OBJECTIVE
Obtain a challenging leadership position where I can apply my creative problem solving and
management skills within a growingcompany to achieveoptimum utilization of its resources
and maximum profits.
WORK EXPERIENCE
01/2013- Current
Loan Care Virginia Beach, VA
Consumer Solutions Representative
Effectively obtained and evaluated all relevantinformation to handleinquires and
complaints fromclients
Researched and resolved State, Regulatory and Better Business Bureau Complaints.
Responds to Subpoena Requests
Managed all updates to E-Oscar creditreporting system and LPS
Maintained relationship,contracts,and creditreportingto all thecredit bureaus
Respond to customer and clientcomplaints addressed to Management
Maintained reportinglog with all received complaints
Excellent analytical abilities
Excellent verbal and written communications skills
Good research and mathematical abilities
Lead Daily activitiesof the team to make sure that all requestfor our clients are
completed within a 24 hour SLA
Tracked individual productivity for clients and filtered information to Senior
Leadership
Serves as a back up to Team Lead to provide guidanceand direction to the team
Managed all escalationsissues for our clients
Collaboratewith peers and different departments to cross train associates on best
demonstrated practices
Analyzed team statistics and reportto Senior Leadership
Current Loan Care VirginiaBeach,VA-Current
Investor Accounting Representative
Reconciled all invoices to ensure that products and services were suitableto
prospects and clients based on their objectives,resources and time.
Reconciled all remittance of servicing fee and recorded
Responsible for regular follow-up with LoanCare on reconciling all investor
regulations and managed all portfolios
Provideinformation to accounting department for the purposeof passing GL entries
2. Submitted delinquency reports from LoanCare, and provided information to
accountingbillingdepartmentand legal department so they can bill for early payment
default loans
Managed trackers of repurchased loans out of the pool. Followed up to make sure
they are either re-pooled or liquidated
Gather and provides various reports from department employees.
Maintain the REO rent schedule
03/2010 – 01-2013 Bank of America/ Merrill Lynch Jacksonville, Florida
Wealth Management Banking Specialist
Primary responsibilities include acting as a liaison between Wealth Management
Bankers and Financial Advisors with high net worth clients; perform account
maintenanceand problem resolution on all liability products on bankingplatformand
follow up end to end in accordance with service level agreements and quality
expectations
Resolved a wide variety of requests via emails from Financial Advisors, Wealth
Management Bankers on behalf of the clients
Planned and managed resources to run an optimal practice
Responsible for assisting partners in answering general and more complicated
bankingquestions as well asquestionspertainingto our policy and processes,current
promotions, fulfilling maintenance requests, and setting clear expectations for
expedited resolution on more complicated requests
A bankingexpert who services,investigates,and researchesdeposit,creditand online
inquiries from end to end
Performed transactions such asfunds transfer, money movement, accountopen and
closures, CD and IRA maintenance and balance verifications letters
Responsible for assisting the Fulfillment managers by handling client escalations
promptly and proficiently in a professional manner
Worked with a large array of other department and organizations to provide world
class customer service to our multimillionaire clients
Responsible for setting up and coordinating meetings and conferences.
Support staff in assigned WMB project based work and I performed general clerical
duties to include but not limited to: photocopying, faxing, mailing, and filing
Point of contact to setup accommodation and entertainment arrangements for
company
12/2008 – 03/2010 Chase Manhattan Jacksonville, Florida
Home Lending- Mortgage Processor
Responsible for processing and preparing for closing retail mortgage loans
(conventional and government, purchaseand refinance) under variousloan programs
in accordance with policies and procedures.
Responsible for registering loans on the origination system and maintained system
accuracy
Issueproper disclosures as required by federal regulatory compliance,and reviewed
rate lock and point objectives for accuracy
3. Performed a thorough review of all documents before submission to Data Quality
Release
08/2007 – 12/2008 Wachovia Jacksonville, Florida
Accounts Payable- Loan Processor
Responsiblefor the reconcilingmonth end open purchases order accrual reports
Validate all invoices to purchase orders to invoices
Process vendor charge backs (debit memos) for billing discrepancies
Process general expenses while ensuring proper general ledger coding
Research and solve vendor account discrepancies.
Process discount vendor invoices according to payment terms.
Vendor statement reconciliation
Review and reconcile vendor credit hold tracker daily
Match vendor payments to supporting documentation; mail vendor payments.
Process credits, debit memos, and vendor return credits for vendor accounts
Contact branches and vendors to resolve receiving discrepancies
Work closely with Interline Merchandising department to resolve pricing
Reconcile month end open purchases order accrual reports
Review FHA 203K and FNMA Homiest rehabilitation program scope of work.
Perform loan review functions to ensure loans purchased meet M&T, FHA and
VA
Product guidelines including the review of draw release documents to ensure
they comply with FHA/FNMA
Regulations and authorize the release of funds
Assisted at calling proper creditors to verify and employment verification
Review Loan Officer’s "needs list" with conditions from underwriting as well as
service them
Provide status of file to all parties
When all conditions are received, make any changes necessary to the computer
system and resubmit to the AU system
Reconcile the Fee Summary Sheet
SKILLS
A high-energy,enthusiasticanddependable individual whoexcelsinchallenging
and competitiveenvironments. Successful trackrecordwithhighresponsibility
positions. Overtenyearsof solidmanagementclientexperiencewithemphasisin
qualityassurance,training,supervising,projectmanagement,andprogram
implementation.
EDUCATION
2003 Florida State College Jacksonville,Florida