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Skills

  • Third-party collaboration
  • Payment processing
  • Project organization
  • Safety measures
  • Internal auditing
  • Heavy lifting
  • Relationship development
  • Time management skills
  • Team management
  • Customer complaint resolution

Work Experiences

  • Analyzed customer data and payment histories.
  • Created multi-threaded admin web applications based on framework.
  • Achieved results within the first 18 months of implementation.
  • Addressed borrower complaints regarding loan payments.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Answered an average of 14 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Double-checked the data's accuracy and integrity.
  • Looked for industry trends on social media and through online sources.
  • Analyzed feedback.
  • Achieved resolution within a 48-hour window.

Summaries

  • Addressed overage resolution with exceptional accuracy.
  • Knowledgable in a variety of design and testing methodologies.
  • Achieved efficient data migration to new servicing platforms.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Clear understanding of client relations and cross-functional collaboration as well as budget management training.
  • Recognized on a regular basis for outstanding performance and contributions to the Banking and Financial Services industry's success.
  • Adept at minimizing escalations.
  • Achieved a 19% success rate within 3 hours.
  • Background in regulatory compliance.
  • Mortgage Servicing Specialist with a goal-oriented, forward-thinking, and resilient mindset.

Accomplishments

  • Recommended
  • Managed
  • Represented
  • Initiated
  • Collaborated with team of 17 in the development of program.
  • Won
  • Developed customized borrower repayment plans, which resulted in reducing delinquency rates by 40% within 13 months.
  • Collaborated with cross-functional teams to implement new borrower communication protocols, resulting in improved borrower satisfaction and reducing cancellations by 16%.
  • Proposed
  • Trained

Affiliations

  • Attendee, National Mortgage Servicing Conference & Expo, 2021
  • Participant, Loan Servicing Annual Summit, 2019
  • Certified Servicer Professional (CSP) through procedure
  • Volunteer, Junior Achievement Financial Education Programs, Chicago
  • Member, National Association of Consumer Advocates (NACA)
  • Certified Compliance Professional (CCP), National Mortgage Compliance Council
  • Project Management Institute
  • Toastmasters
  • American Society of Safety Professionals
  • International Association of Administrative Professionals

Certifications

  • Association for Project Management (APM)
  • Certified Escrow Officer - American Escrow Association 2019
  • SHRM Certified Professional (SHRM-CP)
  • Certified Business Analysis Professional (CBAP)
  • Certified Anti-Money Laundering Specialist (CAMS) - metric - 2018
  • Accredited Mortgage Professional (AMP) - Mortgage Bankers Association 2015
  • Certified Loan Processing Professional (CLPP) - National Association of Mortgage Processors 2021
  • Certified Financial Data Analyst (CFDA) - Financial Data Professional Institute 2016
  • Certified Mortgage Servicer (CMS) - Mortgage Bankers Association 2024
  • Escrow Agent Certification - Texas Department of Insurance 2017

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