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Skills

  • Program equipment
  • Loan closing efficiency improvement
  • File management systems (Workday)
  • Budgets
  • Collateral management
  • Initiating borrower payment plans
  • Problem resolution
  • Delinquency monitoring
  • Project organization
  • Compliance with the Pacific Northwest lending laws

Work Experiences

  • Assisted with collateral management for secured loans.
  • Solved procedure issues, improved operations, and provided excellent customer service.
  • Built strong relationships with lending teams and external vendors, ensuring streamlined communication and reduced turnaround times for loan processing.
  • Addressed 28% of inconsistencies.
  • Achieved 83% accuracy in monthly reconciliation reports.
  • Assisted with loans worth $4+.
  • Completed analysis on interest rate fluctuations.
  • Collaborated with operations to reformat the initial borrower intake process, leading to a 36% improvement in data collection efficiency.
  • Collaborated with process customers to determine their needs and deliver initiative service.
  • Assisted with collateral management for secured loans, helping mitigate risks related to over $14 in financing.

Summaries

  • Standards and regulations in cross-functional collaboration are second nature to me.
  • Organizes paperwork, resolves discrepancies, and collaborates with third-party vendors to resolve issues and close deals.
  • Achieved successful processing over the course of 2022.
  • Conducted diligent payment history reviews.
  • Achieved a 30% reduction in data entry errors.
  • Manages high-volume loan paperwork in fast-paced environments with tight deadlines for production, approval, and customer service.
  • Collaborated in loan servicing, underwriting, and credit departments.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Consistently aligned loan servicing practices with federal and state regulations, aiding in portfolio compliance reviews and supporting department audit successes.
  • Within Miscellaneous, senior Loan Servicing Assistant Intern and outstanding performer in team leadership and stakeholder engagement.

Accomplishments

  • Handled escalated borrower accounts, reducing resolution times by 36% and increasing overall customer retention.
  • Successfully solved escalated loan servicing issues, enhancing customer satisfaction scores by 49%.
  • Created comprehensive analytical reports on interest rate trends for the 2016 fiscal period, assisting in the development of competitive refinancing strategies.
  • Collaborated with team of 16 in the development of framework.
  • Suggested and implemented enhancements to internal software, increasing the efficiency of loan data tracking by 19%.
  • Led a cross-functional team to resolve escalated borrower disputes, resulting in streamlined processes and improved customer satisfaction.
  • Facilitated borrower onboarding, improving customer experience and service satisfaction scores by 29%.
  • Developed automated systems for tracking borrower communications, improving response rates by 22% and cutting down manual follow-ups.
  • Provided real-time problem-solving support during high-interest loan servicing periods, ensuring no operational delays and reducing borrower complaints by 53%.
  • Assisted in processing over 10 loan applications, ensuring all documentation complied with framework.

Affiliations

  • Project Management Institute
  • Member, Association of Young Credit Committee Professional Groups 2016
  • Attendee, Regional Loan Servicing Meetings Raleigh
  • Affiliate, International Association of Credit Portfolio Managers (IACPM)
  • Lions Club
  • National Association of Social Workers
  • Toastmasters
  • Attendee, Banking Software User Conference for Tableau 2016
  • American Medical Informatics Association
  • Active Participant, Student Finance Association during studies at method

Certifications

  • Certified Compliance Professional (CCP) by framework
  • Certified Public Accountant (CPA)
  • Certificate in Consumer Financial Services by Lakeside Partners
  • FHA Direct Endorsement (DE) Certification
  • Uniform Combined State Law (UCSL) for Mortgage Loan Originators
  • Loan Servicing Professional (LSP) Certification
  • Compliance in Mortgage Servicing by Meridian
  • National Mortgage Licensing System (NMLS) Certification
  • Certified Ethical Debt Collector by Ironclad Systems
  • ServSafe

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