Josh Kelly
Billings
Summary
Loan servicing professional with a successful record of managing loans and delivering outstanding client support. Known for a collaborative approach to teamwork and a steadfast dedication to achieving results. Possesses strong problem-solving skills and the ability to adapt quickly to changing requirements.
Overview
20
20
years of professional experience
Work History
Commercial Loan Servicing Representative-Insurance Claims Specialist
Wells Fargo Commercial Banking Operations
07.2018 - Current
- Responded to customer inquiries (external and internal) about the status of ongoing Insurance claims by e-mail and phone
- Provided timely, professional and accurate Insurance information to customers and adjustors
- Gathered and reviewed Insurance information or searches from a wide variety of internal and external sources
- Prepared Insurance filings and other paperwork and submitted documents to the customer or vendor
- Managed daily work activities with multiple software applications, including company systems as well as proficiencies using MS Office products (primarily Outlook, Word and Excel)
- Updated all work activities in systems of records with clear and concise documentation
- Investigated and actioned on incoming claims, answered customer questions, and updated customers on the status of their claims
- Responsible for review of moderately complex commercial lease and loan documentation for equipment financing
- Functions included auditing transaction structure and documentation ensuring compliance with Wells Fargo policies and approved credit parameters, check endorsement and funding releases
- Identified and mitigated risk in accomplishing business goals
- Identified viable solutions to resolve document issues and responsible for final approval
- Verified perfection of security interest in collateral and compliance with company policies
- Maintained compliance with regulatory guidelines by diligently verifying borrower information and documentation
- Provided training and technical guidance to lower level staff and serves as a resource to other departments on documentation and company policies
- Acted as liaison between Territory Managers, Outside Insurance Adjustors, Corporate Legal Group and outside legal counsel
- Contributed to a positive work environment, fostering collaboration among colleagues in achieving departmental goals
Operations and Analytics Specialist
GE Capital
04.2016 - 02.2018
- Consolidated mail into one location from all of GE Capitals divested and closing sites converting mail from physical to digital delivery
- Managed a successful segregation and move of over400,000 titles from the GE Title Vault by anticipating potential complications and using critical thinking to fix any issues enabling the team to complete the project3 weeks ahead of schedule saving the company time and money
- Successfully launched a system deployment ensuring no system regression
- Created system cases and user test scripts to identify bugs prior to deployment
- Critical member of the team responsible for a smooth transition with company sale
- Supported internal departments ensuring continuity of processes and transfer of knowledge
- Maintained on-going Transition Service Agreements
- Developed and successfully implemented a check release and printing process while supporting the GE Cash Team
- Managed Records Information Project identifying and removing buyer documents from storage containers within the facility
- Effectively identified and developed processes to ensure a smooth transition
- Responsible for successful implementation and completion of Digital Mail Pilot ensuring accurate classification and routing of incoming mail to proper businesses or owners
Systems Coordinator – Workflow Department
GE Capital
04.2012 - 04.2016
- Directed a team of nine associates
- Prioritized and assigned daily tasks to workflow associates
- Ensured on-time delivery of documentation to company stakeholders
- Liaison with IT department ensuring proper function of crucial systems thereby limiting downtime
- Effectively handled conflict resolution among direct reports
- Trusted to manage over400,000 confidential documents in a Title Vault
- Responsible for Title Tracking System ensuring all items logged correctly
- Improved system efficiency by streamlining processes and implementing automation tools.
- Verification of incoming titles from jurisdictions
- Monitored proper labeling, record keeping and filing of all titles in the Title Vault
- Enhanced security protocols for increased data protection and reduced potential risks.
- Developed and implemented a process to digitize incoming vehicle registrations
- Completed monthly metric reporting ensuring productivity of associates
Titles Associate
GE Capital
04.2009 - 04.2012
- Managed key fleet assets including Johnson and Johnson, Hewlett Packard, Xerox, and GE Healthcare for all fifty states, Puerto Rico and D.C
- Responsible for title and license, lease agreements, registration renewals, applying for parking permits, excise/personal property tax abatement or payment and violation dispute or payment for fleet vehicles
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Acted as representative for eleven states and trusted to manage plate inventory, confidential state agency paperwork/records and process all transactions in-house
- Processed plate cancellations for assets no longer in service in order to cancel taxes or insurance
- Maintained positive relationships with vendors, county clerks, and state agency jurisdictions
- Developed training materials to help effectively train new hires
- Completed all required bank compliance trainings
- Monitored title and license work to ensure proper processing and on-time delivery
- Certified in SimpLean and completed three projects saving the company time and money
- Participated in True Colors personality training, FiSH Philosophy training, team building events, community volunteering, and leadership training
- Passed all state agency and bank audits with100%
- Effectively communicated and handled complaint resolution
- Ensured quality of product prior to shipment
Branch Manager
Enterprise Car Rental
11.2004 - 01.2009
- Managed daily operations and customer communication ensuring high level of customer service
- Established training practices for new and current employees for continued growth and advancement
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded
- Performed daily accounts receivable audits to collect money owed over sixty days
- Maintained an open relationship with local body shops and dealerships
- Maintained friendly and professional customer interactions.
Education
Bachelor's Degree - History
Montana State University – Billings
Billings, MT01.2003
Skills
- Customer Service
- Project Management
- Process Development and Implementation
- Relationship Development and Maintenance
- Client and Vendor Communications
- Complaint Handling and Resolution
- Record/File Management
- MS Excel Expertise
- Proficient MS Office and OCR Document Management
- Professionalism and integrity
- Fraud detection awareness
- Credit analysis
- Regulatory compliance
- Teamwork and collaboration
Timeline
Commercial Loan Servicing Representative-Insurance Claims Specialist
Wells Fargo Commercial Banking Operations
07.2018 - Current
Operations and Analytics Specialist
GE Capital
04.2016 - 02.2018
Systems Coordinator – Workflow Department
GE Capital
04.2012 - 04.2016
Titles Associate
GE Capital
04.2009 - 04.2012
Branch Manager
Enterprise Car Rental
11.2004 - 01.2009
Bachelor's Degree - History
Montana State University – Billings
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