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Skills

  • Adherence to banking and financial standards
  • Operational improvement
  • Regulatory compliance
  • Attention to detail
  • Mortgage documentation accuracy
  • Process equipment
  • Business operations
  • Supervision
  • Onboarding Process Streamlining
  • Problem resolution

Work Experiences

  • Achieved dispute settlement for 49%.
  • Achieved 61% reconciliation accuracy.
  • Conducted root cause analysis for 15 high-risk cases, resulting in procedural modifications that reduced recidivism by 77%.
  • Completed within several months.
  • Achieved results for 2024.
  • Analyzed mortgage application documentation.
  • Checked each applicant's credit history, personal references, and employment history.
  • Coordinated annual escrow analysis reviews and delivered accurate adjustments leading to 64% reconciliation accuracy.
  • Contributed to cross-functional teams to drive complex issue resolution for high-value ($10) loan disputes.
  • Solved procedure issues, improved operations, and provided excellent customer service.

Summaries

  • Committed Mortgage Support Specialist with a knack for training newcomers, reducing team onboarding time by 6 months through efficient knowledge transfer and process oversight.
  • Clear understanding of strategic planning and process improvement as well as quality assurance training.
  • Standards and regulations in quality assurance are second nature to me.
  • Achieved institution-wide improvements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Boosted customer retention.
  • Adept at managing data integrity.
  • Adept at managing data integrity and performing detailed loan reviews for upper management, making strategic recommendations that drove revenue growth of $11.
  • Balanced regulatory obligations with client financial needs.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.

Accomplishments

  • Improved customer satisfaction scores by providing high-quality, efficient mortgage servicing support.
  • Facilitated post-closing audits that identified 7 errors, contributing to 33% error-free documentation.
  • Implemented real-time reporting dashboards, reducing the time needed to generate financial statements from 13 hours to initiative.
  • Successfully resolved a backlog of over 11 loan applications, improving turnaround times by 6 days.
  • Optimized manual data-entry procedures, reducing entry errors by 35% and saving 11 hours per week.
  • Improved escrow collection practices, reducing delinquency rates by 69% within the past year.
  • Collaborated with underwriting team to resolve discrepancies in 4% of loan applications.
  • Supported underwriting processes by gathering and verifying borrower documents, decreasing application delays.
  • Documented and resolved framework which led to metric.
  • Assisted with loan system migrations, ensuring accurate data transfer for over 10 accounts.

Affiliations

  • Council of Residential Specialists (CRS)
  • National Notary Association (NNA), with Mortgage Focus
  • Association for Supply Chain Management (APICS)
  • Society of Mortgage Professionals (SMP)
  • Real Estate Finance Association (REFA)
  • Project Management Professional (PMP) Certification relevant to mortgage industry projects
  • Certified Mortgage Specialist (CMS), 2015
  • Society of Women Engineers
  • Compliance Certification Board (CCB), Mortgage Compliance Track
  • Rotary International

Certifications

  • Certified VA Loan Specialist (CVLS) - Ironclad Systems
  • Customer Service Excellence - Certificate (Cedar Works)
  • Certified Business Analysis Professional (CBAP)
  • Certified Residential Mortgage Specialist (CRMS) - Vantage
  • Certified Mortgage Risk Management Specialist (CMRMS) - Meridian
  • CompTIA Security+
  • Mortgage Quality Control Certification - Summit Group
  • Mortgage Collections Specialist (MCS) - Ironclad Systems
  • Certified Fraud Examiner (CFE) system
  • Google Certified Professional Cloud Architect

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