EUGENIA LITTLE527 Topaz Ave eugenialittle@hotmail.com 314.623.3621

St. Louis, MO 63137SUMMARY

Administrative Professional with 10 years customer support and research experience in the mortgage industry to seek employment with an organization that offers an opportunity for advancement and growth. Highly skilled in information gathering, and investigation.

PROFESSIONAL PROFILEInformation TechnologyCommunicative SkillsQuality Assurance

Excellent Customer ResourceConflict Resolution

Computer Skills: Microsoft Word, Powerpoint, Excel, Outlook, AS400

SKILLSUS Bank, NA Relationship Manager 02/2015-PresentProviding borrowers a single point of contact for assistance with loss mitigation and the foreclosure process.  Facilitates borrowers' assistance programs by helping them understand options available.Verbally provides information to borrowers on updates to loss mitigation and foreclosure decisions. Acquires additional information and documentation needed from borrowers for retention and disposition options.  Provides first class customer service though inbound, outbound phone and written communication. Studies and abides by all regulatory and compliance requirements.

Bank of America, NA Loan Review Analyst 09/2012-06/2014Managed risk by locating 350,000 mortgage documents to ensure organization and government compliance guidelines.Created and streamlined security procedure for collateral file documents located by department.Respond to internal and external audits/inquiries and recommends bank actions arising from the review.Coordinate loan level negotiations with foreclosure attorneys and county court personnel.

Bank of America, NA Operations Consultant 06/2011-08/2012Directed and maintained effective communication on behalf of the Office of the CEO and President. Resolved escalated complex concerns for customers and regulatory agencies regarding mortgage transactions.Engage other lines of business to support resolution of issues and concerns.Communicate customized resolution by telephone and/or written correspondence to customers, authorized personnel and regulatory agencies.

Bank of America, NA Vendor Administrator 04/2008-05/2011Interact with internal partners and external vendors to influence a relationship that benefits corporation and vendors.Perform quality control and manage data to ensure compliance with contract terms and the receipt of reliable and accurate service. Manages time sensitive deadlines and communicates with internal and vendor partners to meet service level agreements.Research loan information to create internal subordination agreements to ensure to meet contractual obligation.

Nexstar, Inc. acquired by Bank of America Customer Care Associate 11/2005-03/2008Managed pipeline of 1200 first mortgage loans to ensure loan origination process met closing deadlines.Educated customers and loan officers of documentation needed and loan conditions for first mortgage loan processing.Provide technical support to State Farm Agents for submitting mortgage loan applications.

Citimortgage, Inc Preferred Service Representative 05/2003-06/2005Provided customer service to high profile clients for first mortgage inquiries.Managed calls for escrow inquiries, tax inquiries, payoff processing, private mortgage insurance deletion procedures, special loans (adjustable rate mortgages), call escalation and reposting funds for misapplied accounts.Serviced preferred accounts such as Smith Barney, Private Banking Group, Citibank, Employees Loans, Front Line Supervisor for one call resolution.

EducationBachelors Business Administration-Fontbonne University, Clayton, MO

Dear Hiring Manager:

I am applying for several positions within your corporation. I believe that I would be an exceptional candidate and asset to many departments. I’m forwarding my resume for consideration.My career highlights include: employed as a Preferred Mortgage Representative servicing high profile clients such as State Farm Bank, Citibank Private Bank and Bank of America. My problem solving skills are excellent. I believe that my work

experience suggest that I would be an immediate and significant contribution to your company. I have excellent communication skills, years of call center and mortgage experience. Thank you for your time and consideration. I welcome the opportunity to explore professional openings with you at your earliest convenience.

Sincerely,

Eugenia LittleEnclosed: Resume