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Skills

  • Bankruptcy and foreclosure laws
  • Client relationship management
  • Escalation management
  • Project organization
  • Loan modification expertise
  • Risk assessment and mitigation
  • Preemptive financial risk identification
  • Business operations
  • KPI tracking for retention outcomes
  • Process improvement

Work Experiences

  • Accomplished this within 18 months.
  • Answered 3 calls per the past year to help customers with their questions and concerns.
  • Allowed for early intervention of 38% of high-risk accounts.
  • Achieved 75% modifications for distressed homeowners.
  • Assisted customers with foreclosure-related paperwork.
  • Achieved a successful approval rate of 25%.
  • Accelerated resolution of delinquent loans by 59%.
  • Achieved results in 17 months.
  • Achieved results over several months.
  • Avoided penalties.

Summaries

  • Achieved a 57% reduction in overdue payments.
  • Home Retention Specialist with 13 years of successful team leadership and client relations experience.
  • Over 10 years of experience assisting clients, scheduling payments, and reviewing credit histories.
  • Certified Home Retention Specialist skilled in analyzing mortgage accounts and developing personalized payment solutions, achieving a 49% reduction in foreclosures within several months.
  • 17 years of experience in loan modification.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Certified Home Retention Specialist.
  • Collaborative team player.
  • Achieved a 79% success rate in distressed home retention.
  • Accomplished Home Retention Specialist.

Accomplishments

  • Created escalation protocols for handling borrower complaints regarding foreclosure proceedings, facilitating faster resolution paths.
  • Led proactive outreach campaign to delinquent homeowners, raising first-contact rates by 48% in 6 months.
  • Designed and implemented custom payment plans, saving 16 delinquent accounts and reducing losses by $8 in the past year.
  • Successfully negotiated new terms with 10 lenders to support homeowner clients through financially challenging times.
  • Monitored real estate industry regulatory changes to ensure compliance within all home retention methodologies.
  • Facilitated personalized financial reviews for 10 customers, reducing foreclosure risk by 74%.
  • Utilized advanced CRM systems (ServiceNow) to track and manage homeowner retention cases, optimizing workflows and reducing response time by 50%.
  • Analyzed customer financial situations to develop debt restructuring plans, achieving a 75% success rate in preventing foreclosures.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Executed financial counseling sessions for homeowners, leading to a 76% increase in long-term financial stability.

Affiliations

  • Association for Computing Machinery
  • Federal Housing Administration (FHA) Lender Outreach Program participant
  • Toastmasters
  • Fannie Mae Mortgage Help Network Collaborator
  • National Association of Social Workers
  • Association for Supply Chain Management (APICS)
  • Member of the Real Estate Finance Association (REFA)
  • Rotary International
  • National Asset Recovery Association (NARA)
  • National Foundation for Credit Counseling (NFCC)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Loss Mitigation Consultant
  • Crisis Housing and Retention Certification – Harbor & Co.
  • Certified in Bankruptcy Law and Procedures
  • Fannie Mae Loss Mitigation Certification
  • Certified Foreclosure Prevention Specialist
  • Certified Debt Negotiation Expert – Brightline
  • Certified Business Analysis Professional (CBAP)
  • Fair Lending and Mortgage Compliance Certification
  • Credit Risk Certification - Brightline

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