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Skills

  • Proficient in 10-key
  • Risk mitigation strategies
  • Program equipment
  • Financial transactions expertise
  • Budgets
  • Escrow account handling
  • Pipeline management
  • Dispute resolution techniques
  • Customer Satisfaction Enhancement
  • Loss mitigation process improvement

Work Experiences

  • Achieved a compliance audit score of 30%.
  • Looked for industry trends on social media and through online sources.
  • Had an excellent attendance record and was always on time for work.
  • Built a high-performing internal team for mortgage servicing.
  • Assumed responsibility for servicing escalations.
  • Complied with regulations in initiative during 2023.
  • Achieved a 52% improvement in key metrics.
  • Consistently maintained Six Sigma compliance standards in all loan servicing activities during federal audits.
  • Created detailed mortgage servicing reports and presented findings to senior leadership, leading to improved portfolio performance by 34%.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Achieved a 79% improvement in loan servicing operations by leading cross-functional teams and implementing process optimizations.
  • Dedicated to maintaining a high level of professionalism and trustworthiness.
  • Achieved 63% improvement in client retention.
  • Dedicated to learning, growing, and succeeding in Banking and Financial Services.
  • Strengths in data analysis and team leadership backed up by Banking and Financial Services training.
  • Achieved a 30% reduction in customer complaints.
  • Consistently drove adherence to federal regulations.
  • Achieved 84% successful recovery in delinquent accounts.
  • Dedicated Loan Officer with experience selling mortgage and home lending products.
  • Analyzed servicing portfolio delinquencies.

Accomplishments

  • Reduced the need for loan modifications by analyzing borrower financials and implementing early intervention strategies, cutting modifications by 72%.
  • Coordinated end-to-end mortgage servicing projects with multiple teams, resulting in a reduction of turnaround time by 81%.
  • Assumed responsibility for servicing escalations and reduced escalation rates by 84% through collaboration with internal stakeholders.
  • Optimized the mortgage payment posting process, reducing errors and ensuring 33% of payments were posted same-day.
  • Devised a monitoring system for loan delinquencies, improving early detection rates and reducing overall delinquency rate by 16%.
  • Led a project to integrate new servicing software with loan origination systems, reducing manual processing times by 45%.
  • Collaborated with team of 9 in the development of procedure.
  • Improved cross-departmental collaboration, aligning foreclosure and loan servicing teams to effectively reduce foreclosure timelines by 66% days.
  • Enhance crucial mortgage KPIs by collaborating with foreclosure teams, reducing foreclosure start rates by 79%.
  • Supervised a team of 9 mortgage servicing associates, boosting productivity by 69% while ensuring adherence to regulatory guidelines.

Affiliations

  • Society of Human Resource Management
  • Federal Financial Institutions Examination Council (FFIEC)
  • Mortgage Servicing Fraud Prevention Network
  • International Mortgage Servicers Coalition (IMSC)
  • Association of Certified Fraud Examiners (ACFE)
  • Jaycees
  • International Association of Administrative Professionals
  • Compliance Professional Forum
  • Society of Financial Examiners (SOFE)
  • Residential Mortgage Servicers' Compliance Network

Certifications

  • Certified HELOC Specialist (CHS) - National Association of Mortgage Processors (NAMP)
  • ServSafe
  • SHRM Certified Professional (SHRM-CP)
  • Certified Public Accountant (CPA)
  • Certified Loan Officer (CLO) - National Mortgage Licensing Service (NMLS)
  • Mortgage Compliance Certification - American Bankers Association (ABA)
  • Certified Default Resolution Specialist (CDRS) - Five Star Institute
  • Certified Insurance Counselor (CIC) - National Alliance for Insurance Education
  • Salesforce
  • Loss Mitigation and Default Servicing Certificate - MBA Education

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