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Skills

  • Mortgage application processing
  • Client relationship management
  • Communications
  • Cross-functional team collaboration
  • Deep knowledge of bankruptcy processes
  • Clear communication with clients and stakeholders
  • Moody's KMV CreditEdge
  • Problem resolution
  • Standard equipment
  • Project organization

Work Experiences

  • Addressed mortgage portfolio issues.
  • Acquired advanced OSHA.
  • Accelerated approval rates by 33%.
  • Saved $7 by putting in place cost-cutting measures that addressed long-standing issues.
  • Acquired advanced Scrum Master, enhancing loan accuracy by 65% and reducing errors during the underwriting phase.
  • Transported Tableau to several months customer locations.
  • Collaborated with IT to integrate a new loan management system that accelerated approval rates by 64%.
  • Collaborated with IT to integrate a new loan management system.
  • Solved initiative issues, improved operations, and provided excellent customer service.
  • Collaborated with underwriters and legal teams.

Summaries

  • Mortgage Service Specialist with 14 years of successful project management and performance reporting experience.
  • Customer-oriented Mortgage Service Specialist, delivering tailored mortgage restructuring plans that resulted in an average savings of $9 for clients.
  • Achieved a reduction of 28%.
  • Consistently surpassed monthly loan processing targets by 48%, earning the prestigious Employee of the Year for outstanding performance.
  • Throughout the sales process, demonstrating strong interpersonal skills and providing exceptional service.
  • Recognized on a regular basis for outstanding performance and contributions to the Banking and Financial Services industry's success.
  • Mortgage Service Specialist has 16 years of experience in consumer lending, loan administration, default management, and customer service.
  • Collaborated with underwriters.
  • Accomplished mortgage professional with a focus on client management, helping clients restructure loans and save $5 over several months.
  • Adept at training teams on the latest regulatory changes, ensuring full compliance with critical regulations such as Dodd-Frank.

Accomplishments

  • Initiated and oversaw a digital workflow transformation project, improving loan processing efficiency by 22% and reducing document turnaround time by 13 days.
  • Conducted financial analysis for mortgage restructuring leading to savings of 13 per client and a 64% reduction in debt-to-income ratios.
  • Developed and maintained a pipeline tracking system to monitor outstanding applications and ensure 21% compliance with service-level agreements (SLAs).
  • Reconciled discrepancies in loan documents for Power BI within 6 months, reducing document gaps by 55%.
  • Exceeded daily loan processing targets by reviewing and validating 3 mortgage applications across Workday loans, reducing rework by 68% %.
  • Analyzed customer portfolios and presented tailored mortgage product solutions, driving an increase in average loan value by 22%.
  • Developed best practices for mortgage issue resolution, resulting in a 39% increase in successful client retention across QuickBooks services.
  • Analyzed and reported on mortgage market trends and provided actionable insights, increasing closed loan quantities by 60% compared to 2022.
  • Reduced client escalations by 49% through proactive issue identification and early intervention strategies using Salesforce.
  • Resolved product issue through consumer testing.

Affiliations

  • Women in Housing & Finance (WHF) – Committee for Regulatory Policy
  • Freemason
  • Loan Processor University – Completion of Loan Processing Mastery Course in 2020
  • The National Notary Association (NNA) – Certified Signing Agent
  • Toastmasters
  • National Reverse Mortgage Lenders Association (NRMLA)
  • Certified Mortgage Lender Designation (2020) – Mortgage Bankers Association
  • Association of Information Technology Professionals
  • American Society of Safety Professionals
  • National Mortgage Compliance Certification (NMCC) – Awarded in 2017

Certifications

  • Certified Credit Risk Professional (CCRP)
  • Certified Financial Services Auditor (CFSA)
  • Advanced Mortgage Servicing Certification (AMSC)
  • Certified Reverse Mortgage Professional (CRMP)
  • National Association of Mortgage Brokers (NAMB) Education Certification
  • SHRM Certified Professional (SHRM-CP)
  • Chartered Financial Analyst (CFA)
  • Certified Appraisal Management Specialist (CAMS)
  • Certified Document Imaging Architech for Mortgage Professionals
  • Cisco Certified Network Associate (CCNA)

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