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Skills

  • Moody's KMV CreditEdge
  • Error-free processing improvement
  • First Aid/CPR
  • Business operations
  • Practiced at FHA loan process
  • Regulatory compliance
  • Budgets
  • Risk mitigation strategies
  • Customer Relationship Management (CRM)
  • Financial analysis aptitude

Work Experiences

  • Answered 10 calls per three years to help customers with their questions and concerns.
  • Consistently updated client records in the Microsoft Excel system, ensuring 55% data accuracy across all loans.
  • Transported Asana to several months customer locations.
  • Collaborated with asset recovery teams.
  • Addressed escalated servicing issues during audits, resulting in zero non-conformance citations in the 2021 review.
  • Avoided non-compliance penalties over three years.
  • Looked for industry trends on social media and through online sources.
  • Addressed escalated servicing issues during audits.
  • Achieved service levels 37% of the time.
  • Achieved results over 3 months.

Summaries

  • Achieved 71% improvement in satisfaction scores.
  • Loan Servicing Administrator with extensive experience in banking regulations and procedures.
  • Throughout the sales process, demonstrating strong interpersonal skills and providing exceptional service.
  • Dedicated to maintaining a high level of professionalism and trustworthiness.
  • Accomplished at process automation.
  • Achieved award-winning results.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated Loan Officer with experience selling mortgage and home lending products.
  • Loan Servicing Administrator with 6 years of successful client relations and cross-functional collaboration experience.
  • Consistently reduced loan defaults.

Accomplishments

  • Enhanced borrower communication channels, improving loan servicing satisfaction scores by 49%.
  • Standardized department procedures, reducing loan processing errors by 41% and increasing overall efficiency.
  • Implemented advanced risk mitigation strategies, reducing default rates by 76% across serviced loans.
  • Successfully managed a loan portfolio of 16 accounts, consistently outperforming departmental targets by 37%.
  • Trained and mentored a team of 17 junior loan officers, improving servicing accuracy by 53%, reducing rework rates.
  • Played an instrumental role in a software upgrade for managing loans, resulting in improved efficiency and data accuracy by 43%.
  • Developed detailed reporting systems for monthly performance reviews, providing management actionable insights that led to metric.
  • Collaborated with IT to integrate new loan servicing technologies, improving data accuracy by 78%.
  • Maintained a 39% compliance rate with federal and state lending regulations, preventing costly fines.
  • Led department audits, identifying and rectifying compliance issues, resulting in zero findings during the 2024 audit.

Affiliations

  • National Association of Social Workers
  • Financial Industry Regulatory Authority (FINRA)
  • Society for Human Resource Management (SHRM) Financial Services Special Interest Group
  • Association for Supply Chain Management (APICS)
  • Certified Mortgage Banker (CMB) Program
  • Society of Women Engineers
  • National Consumer Law Center (NCLC)
  • Banking and Lending Compliance Network (BLCN)
  • Toastmasters
  • Federal Housing Finance Agency (FHFA)

Certifications

  • Certified Credit Specialist (CCS) – Meridian
  • Cisco Certified Network Associate (CCNA)
  • Certified Anti-Money Laundering Specialist (CAMS) - program
  • Certified Associate in Project Management (CAPM) - Project Management Institute (PMI)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Fraud Examiner (CFE) – Association of Certified Fraud Examiners (ACFE)
  • Certified Public Accountant (CPA)
  • CompTIA Network+
  • Certified Loan Servicing Specialist (CLSS) - Summit Group
  • Loan Officer Certification – National Mortgage Licensing System (NMLS) Seattle

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