1. LORETTA R. BURGESS
(904) 881-2399 5980 Bartram Village Dr
Lorettad614@gmail.com Jacksonville,FL32258
MORTGAGE BANKING PROFESSIONAL
Self-motivated professional with over 9 years of financial analysis, collection, tax review & preparation, and
leadership experience. Excellent, verbal and written communications skills improving team performance,
building internal relationships, and exceeding company goals. Proficient with all Microsoft platforms
including Excel, Word and PowerPoint. Proven ability to analyze and interpret data, in varying work
environments autonomously and in teams. Effective ability to multi-task and perform well in demanding and
stressful environments. Ability to train and serves as a go-to individual while building outstanding report
between clients and high level management in order to build the business relationships while maintain the
integrity of the company and adhering to business needs.
KEY SKILLS
 Extensive Mortgage Loan Processes  Customer Service  Client Management
 Credit and Collection Administration  Tax Preparation  Financial Analysis
 FHA, FLHMC, FNMA, VA, USDA and Private Investors  Account Servicing
CAREER ACCOMP LIS HMEN TS
 Selected as 1 out of 53 other employees to transition from a Way Forward Collections employee back to
Default/Imminent Customer Assistance Specialist and similar projects due to high performance.
 Organized problem solver and relationship builder with excellent presentation skills, written and verbally
 Mortgage banking Spot Award for going above and beyond and recognized as top performer in both
2013 and 2014.
P ROFES S ION AL EXP ERIEN CE
JP Morgan Chase & Co., Jacksonville, FL Feb2015-Present
MB CorrespondentOperationsCloser–CorrespondentLending
Complete reviews of closed loan mortgage documents to ensure they comply with Chase processing
standards. Required to accurately identify defects in loan documentation, enter data from the documents
into the Chase Loan Origination System, and systemically log findings while maintaining production levels
with file accuracy on loans reviewed.
 Validate and input information from critical loan closing documents ensuring they are executed properly
and accurately according to Chase purchasing requirements
 Review for completeness and accuracy following documents; Mortgage, Note, Final 1003, FHud1, TIL,
Appraisal, Flood certificate, FHA VA forms, and legal and compliance disclosures and documentation
 Place conditions on loan for correspondent to review when a document doesn't meet guidelines
 Review policy and procedures understanding how they apply to loans reviewed
 Perform calculations of Escrow Deposits for pre-funding purposes
 Review MI/PMI certificate and input calculations ensuring it meets proper guidelines
 Review and track for disbursements of taxes and insurance through MSP and other internal systems
(Customer Care Workbench) to ensure delivery

2. Loretta R. Burgess Page Two
Liberty Tax Services,Jacksonville, FL Nov2013 –April 2014
Tax Preparation (seasonal)
Part time licensed tax preparer for individual and business tax returns for the tax season.
 Reviewed income and educated customers on their tax refunds or tax debts
 Input and calculation of business income and wage income to determine customers adjusted gross
income, taxable income and allot for proper withholdings
 Advised customers of tax liability and ways to resolve by reviewing financial data to determine the
best payment plan per their budget
JP Morgan Chase & Co., Jacksonville, FL July 2011–Feb 2015
Home Lending Customer Assistant Specialist
Default and Imminent Default Mortgage Loan Specialist consulting and guiding customers through
multiple workout options
 Optimize the customer experience during and after the mortgage assistance review process, serving
as the primary advocate for a portfolio pipeline of over 200 contracts.
 Analyze financial statements, tax returns, credit reports, appraisals and other documents ensuring
that all records were carefully reviewed and that they meet investor requirements.
 Effectively educate and advising customers of all possible options to resolve and prevent
delinquencies and foreclosures.
 Developed a high level of proficiency in document preparation, interpreting and communicating
policies or procedures or real estate options to assist customers in the avoidance of Foreclosure.
 Ranked ‘High Meets’ of total CAS in both default and imminent default groups.
 Assisting Underwriters in obtaining correct debt to income calculations to properly assess a
customer’s eligibility for mortgage modifications, short sales, repayment plans, forbearances, etc.
 Increased productivity by moving 100% of loans into resolution within 30-45 days.
 Decreased loan rejects by consistently providing complete packages to underwriting within the
timeframe allotted (20 days or less).
 Manage loans from all lines of investors (FHA, FHLMC, Fannie Mae, Private, Asset, USDA, VA) meeting
timelines for document receipt and decisions relayed.
 Performed as Client Liaison between customers, short sale negotiators, and underwriters.
 Exceeded the goal of 90% average quality scores with an ending result of 98% during the 2014 year.
 Maintaining compliance levels by adhering to scheduling at 98% (company goal 95%).
 Utilize schedule of real estate owned to review customers with multiple properties and/or multi
unit properties
ADT Security Services,Jacksonville, FL Nov 2010 –June 2011
Account Representative
Implemented exceptional customer service by resolving billing discrepancies for security services.
 Resolved billing discrepancies by initiating credits, adjustments, and recommending better
rate plans to customers while resolving billing inquiries with integrity to uphold company specific rules
and maintaining customer satisfaction.
 Maneuvered ADT internal systems to mail out invoices, payment history letters, contracts, forms and
other documents to assist customers in organizing their accounts.

3. Loretta R. Burgess Page Three
CONVERGYS NORTHGATEARINSO, Jacksonville, FL Aug 2010 –Nov 2010
Human Resources Specialist
Administered benefit enrollment for employees at Fifth Third Bank and State of Florida Employees
 Assisted State of Florida and Fifth Third Bank in benefit enrollment online and over the phone during
enrollment period, educating customers on the rate plans and packages to best fit their
needs
 Managed fast pace environment to assist in payroll issues and changes while also initiating vacation
purchases and performing calculations for time off and vacation carry over.
US DEPARTMENT OF TREASURY/IRS, Jacksonville, FL May 2003 –May 2009
Collections Representative
Provided tax education, preparation assistance, and resolution to taxpayers for the United States Treasury.
 Completed financial analysis to determine customer’s ability tax liabilities and unfiled tax returns.
 Mastered the use of internal revenue calculators and systems (IDRS) while multi-tasking in an inbound
call center environment while reviewing tax returns or accuracy and performing tax adjustments to
ensure proper credits and deductions were awarded to customers
 Researched the Internal Revenue code to provide accurate service to customers and also educate
taxpayers in preventing future errors.
 Performed as interim lead and manager with responsibilities which include but are not limited to call
quality monitoring, schedule adherence and timesheet completion, review internal revenue forms for
requests for audits, adjustments and accuracy of levy and lien release and issuance requests,
conducting team meetings and handling escalated managerial calls
Military Experience
Honorable Discharge, U.S. Army 91-B Medical Specialist
Education / Training / Certifications
 Dodd Frank: Mortgage Servicing Regulations
 Fair Lending 2014 Mortgage Servicing and Default Management
 Licensed Tax Preparer/Advisor
 Real Estate Settlement Procedures Act
 Associates of Arts- in progress- Florida State College of Jacksonville
Computer Skills
 Mortgage Banking Systems: MSP, Lender Live, Default Workflow, LISA, Agent Desktop, Customer
Care Workbench (CCW), I-Vault, CLM-LOS, Infosource
 Microsoft Office Applications