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Skills

  • Loan portfolio management
  • Team management
  • Business operations
  • CCTV
  • Automated loan servicing systems
  • RFI Scanners
  • Debt Restructuring and Negotiation
  • Excellent verbal and written communication skills
  • Client communication and conflict resolution
  • Advanced customer service in financial settings

Work Experiences

  • Provided quick, knowledgeable solutions to customers' loan service problems.
  • Assisted in the creation of framework procedures.
  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.
  • Management recognized me for providing outstanding customer service.
  • Achieved retention in 7 months.
  • Was in charge of maintaining the loan applicant database on a daily basis.
  • Achieved a 20% reduction in loan delinquency rates by implementing a proactive customer outreach strategy.
  • Achieved a 18% recovery of previous charge-offs.
  • Achieved results within two years.
  • Achieved 69% error-free performance.

Summaries

  • QuickBooks and Asana experts with exceptional interpersonal skills.
  • Proven track record of motivating automated to achieve team, individual, and management goals.
  • Achieved 50% growth in revenue.
  • Multilingual and fluent in French and German, with a strong grasp of cultural differences.
  • Communicative and team-oriented, with Jira expertise.
  • Active leader with excellent communication and collaboration skills.
  • Results-oriented Miscellaneous professional with client relations, workflow optimization, and process improvement strengths.
  • Accomplished Loan Servicer.
  • Achieved a 33% reduction in delinquency rates.
  • Expert in metric with a strong aptitude for launched and coordinated.

Accomplishments

  • Investigated and resolved discrepancies in loan documentation, reducing cost-intensive errors by 51%.
  • Recovered 84% of charge-off accounts in 6 months by executing effective delinquency collection strategies.
  • Negotiated repayment and debt restructuring plans for delinquent accounts, achieving recovery on 36% of underperforming loans.
  • Forged strong relationships with clients and stakeholders, decreasing customer escalations by 43% and boosting overall customer satisfaction.
  • Developed in-depth knowledge of mortgage and consumer loan policies and procedures, leading to 22% improvement in quality control performance.
  • Collaborated cross-functionally to resolve title disputes, minimizing closing delays by 23%.
  • Collaborated with real estate agents, attorneys, and loan officers to streamline loan closing processes, reducing delays by 54% over 18 months.
  • Handled escalations with empathy and efficiency, reducing customer escalations by 49%.
  • Revised servicing procedures to integrate new compliance regulations, leading to 65% fewer errors during audits.
  • Trained 6 new team members on loan servicing best practices, leading to a 24% increase in departmental productivity and process efficiency.

Affiliations

  • Regional Lead, Servicing and Lending Practices Improvement Council, 2019
  • Certified in Fair Debt Collection Practices Act (FDCPA) Compliance
  • Workshop Leader, Loan Servicing Automation and IT Solutions Workshop
  • Volunteer, Credit Counseling Workshops for Borrowers Facing Hardship, Chicago, 2022
  • Speaker, Loan Modification Compliance Symposium, 2017
  • Attendee, Fannie Mae/Freddie Mac Risk and Servicing Seminar 2021
  • Member, Loan Servicing Networking Group, Columbus
  • Volunteer, Foreclosure Prevention Services, Boston, 2023
  • Graduate, Certificate in Financial Statement Analysis metric, 2016
  • Member, Commercial Finance Association (CFA)

Certifications

  • Association for Project Management (APM)
  • Certified Public Accountant (CPA)
  • Certified Default Resolution Specialist (CDRS) - 2018
  • Certified Debt Management Professional (CDMP) - Brightline
  • ServSafe
  • Certified Mortgage Servicer (CMS) - Vantage
  • SAP Certified Application Associate
  • Certified Federal Regulatory Compliance Specialist - Northwind
  • Certified Regulatory Compliance Manager (CRCM) – 2024
  • Bank Secrecy Act/Anti-Money Laundering (BSA/AML) Certification - Lakeside Partners

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