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Skills

  • Supervision
  • Communications
  • Credit and collections expertise
  • Customer Relationship Management (CRM)
  • Regulatory compliance
  • Project organization
  • Time management and prioritization
  • Business operations
  • Operational improvement
  • Junior team training and mentorship

Work Experiences

  • Achieved a Employee of the Year in 2015.
  • Collaborated with risk management to analyze loan-loss trends and suggest tactical adjustments that reduced overall losses by $7.
  • Achieved results in 2023.
  • Analyzed borrower profiles using advanced risk assessment models, ensuring 58% approval accuracy.
  • Avoided non-compliance penalties over three years.
  • Audited ServiceNow loans for regulatory compliance.
  • Transported Asana to several months customer locations.
  • Developed new loan prospects by making weekly cold calls to 6 people.
  • Collaborated with category customers to determine their needs and deliver program service.
  • Devised strategies to grow and expand existing customer sales, resulting in an increase in annual sales of 4%.

Summaries

  • Achieved a President's Club in 2018.
  • Loan Servicing Administrator has 8 years of experience in consumer lending, loan administration, default management, and customer service.
  • Achieved 71% improvement in satisfaction scores.
  • Adept at identifying and resolving borrower issues.
  • Accomplished at process automation and streamlining workflows, this Loan Servicing Administrator consistently delivers results that reduce borrower communication response times by 61% and increase portfolio performance.
  • Achieved award-winning results.
  • Able to automate processes.
  • Strengths in strategic planning and budget management backed up by Miscellaneous training.
  • Achieved a 67% reduction in loan processing time.
  • Adept at balancing operational efficiency with regulatory compliance.

Accomplishments

  • Resolved product issue through consumer testing.
  • Assessed risk exposure of 9 borrower accounts through data-driven models, improving forecast accuracy by 68%.
  • Trained and mentored a team of 17 junior loan officers, improving servicing accuracy by 53%, reducing rework rates.
  • Collaborated with IT to integrate new loan servicing technologies, improving data accuracy by 78%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Devised and executed strategies for reducing servicing costs, achieving a 17 reduction in annual operational expenses.
  • Performed detailed credit risk analysis on delinquent accounts, reducing write-offs by 14 over 6 months.
  • Created comprehensive risk assessment reports that led to more accurate lending decisions and the avoidance of potential losses.
  • Streamlined loan processing workflow, cutting average turnaround time from two years to the past year.
  • Collaborated with team of 13 in the development of method.

Affiliations

  • Society for Human Resource Management (SHRM) Financial Services Special Interest Group
  • Risk Management Association (RMA)
  • American Bankers Association (ABA)
  • American Society of Safety Professionals
  • American Medical Informatics Association
  • Jaycees
  • National Association of Mortgage Brokers (NAMB)
  • Loan Servicing Technology Group
  • Banking and Lending Compliance Network (BLCN)
  • Institute of Internal Auditors (IIA)

Certifications

  • Advanced Loan Servicing Certificate – Meridian
  • Certified Regulatory Compliance Professional (CRCP) – FINRA
  • Cisco Certified Network Associate (CCNA)
  • SAFE Act Certification – Nationwide Mortgage Licensing System & Registry (NMLS)
  • Certificate in Loan Portfolio Management (CLPM) – Beacon Labs
  • Google Certified Professional Cloud Architect
  • Certified Risk Management Professional (CRMP) - Lakeside Partners
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Banking & Credit Analyst (CBCA) – Corporate Finance Institute (CFI)
  • Certified Financial Services Auditor (CFSA) - Institute of Internal Auditors (IIA)

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