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Skills

  • Framework equipment
  • Risk mitigation strategies
  • Escrow account monitoring
  • Loan payment processing
  • Fraud detection and prevention
  • Monthly loan portfolio analysis
  • Relationship development
  • Negotiation with delinquent borrowers
  • Attention to detail in loan documents
  • Communications

Work Experiences

  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Accurately processed loan payments for 6+ active accounts, ensuring timely reminders and managing delinquencies of less than 15%.
  • Contributed to a 84% reduction in overall risk.
  • Answered 4 calls per 6 months to help customers with their questions and concerns.
  • Achieved zero delays during audits.
  • Collaborated with procedure customers to determine their needs and deliver program service.
  • Conducted customer feedback analysis.
  • Customer files, department records, and regulatory paperwork were set up, stored, and updated by me.
  • Audited customer loan files.
  • Collaborated with Austin team.

Summaries

  • Loan Servicing Associate is a multi-talented Loan Servicing Associate who is consistently rewarded for planning and operational improvements.
  • Achieved a 63% success rate in preventing processing delays.
  • Committed to compliance in loan servicing.
  • Contributed to a stable loan portfolio.
  • Award-winning Loan Servicing Associate known for maintaining delinquency rates below 34% for consecutive years, contributing to a stable loan portfolio.
  • Costs were consistently reduced while profits were increased.
  • Boosted borrower satisfaction.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Applied precise data analysis skills.
  • Clear communicator with a passion for improving customer relations.

Accomplishments

  • Managed borrower escalations by developing repayment plans, leading to a 37% improvement in on-time collections.
  • Managed escalated customer disputes regarding loan payments, resolving 16 within service-level agreement (SLA) timelines.
  • Recognized for achieving a delinquency rate of less than 66% in 2024, which contributed to department-wide target achievement.
  • Supported the development of customer service training materials, improving team response times by 62% for loan servicing inquiries.
  • Received recognition for outstanding debt collection efforts, reducing delinquent accounts by 22% within two years.
  • Ensured compliance with state and federal loan servicing regulations, reducing issue resolution times by 51% through enhanced training.
  • Partnered with the collections team to lower delinquency cases by 23%, contributing to the overall portfolio risk reduction.
  • Collaborated with third-party vendors to ensure timely and compliant payment processing, reducing vendor errors by 54%.
  • Maintained portfolio of 9 loans, ensuring compliance with all legal and regulatory requirements across various states.
  • Handled daily payment reconciliations for over 16 accounts, ensuring zero errors in monthly transaction audits.

Affiliations

  • Lions Club
  • Regional Loan Servicing Best Practices Roundtable Participant
  • National Association of Mortgage Brokers (NAMB) Conference Participation
  • Local Real Estate Finance Association Seattle
  • Internship in Real Estate Finance at Harbor & Co.
  • Association for Computing Machinery
  • Attendee at the Annual Risk Management Conference for Loan Operations
  • Association of Information Technology Professionals
  • Toastmasters
  • Society of Women Engineers

Certifications

  • Certified Bank Secrecy Act and Anti-Money Laundering Specialist (CAMS) - Cedar Works
  • Certified Compliance & Ethics Professional (CCEP) - Northwind
  • Certified Loan Servicing Specialist (CLSS) - Beacon Labs
  • Certified Financial Services Auditor (CFSA) - Brightline
  • Certified Public Accountant
  • Mortgage Servicing Professional (MSP) Certification - Cedar Works
  • CompTIA A+ Technician
  • Cisco Certified Internetwork Expert (CCIE)
  • Data Accuracy and Loan Servicing Certification - Vantage
  • Loan Management Software Proficiency Certification (ServiceNow)

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