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Skills

  • Business operations
  • Organization
  • Loan documentation accuracy and compliance
  • Data-driven decision making
  • Loan portfolio management
  • Auditing and discrepancy resolution
  • KPI Tracking and Reporting
  • Operational improvement
  • Team leadership and supervision
  • Performance analysis for loan portfolios

Work Experiences

  • Completed transition in 2024.
  • Consistently achieved a 71% customer satisfaction rate.
  • Coordinated with the legal team on foreclosure procedures.
  • Had an excellent attendance record and was always on time for work.
  • Boosted productivity by 38%.
  • Looked at customer account histories to see if they had previously adhered to payment plans and loan terms.
  • Achieved 63% compliance.
  • Cut error rates by 50%.
  • Looked for industry trends on social media and through online sources.
  • Achieved results within 2024.

Summaries

  • Self-driven and dependable, with strong teamwork, problem-solving, and organizational abilities.
  • Automated delinquency tracking.
  • Achieved a 34% reduction in manual errors.
  • Customer-centered Loan Servicing Manager skilled in borrower outreach and complaint resolution, reducing escalation rates by 58% and improving borrower relations.
  • 17 years of experience in loan portfolio management.
  • Customer service-focused Loan Servicing Manager.
  • Adept at developing risk mitigation strategies.
  • Within Miscellaneous, senior Loan Servicing Manager and outstanding performer in vendor management and workflow optimization.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Conducted targeted risk assessments.

Accomplishments

  • Prepared and delivered regular reports to senior management on loan performance, contributing to 80% improvement in forecasting accuracy.
  • Directed the review and restructuring of 17 non-performing loans, resulting in an overall recovery increase of 7 in 2021.
  • Successfully mediated and resolved over 3 borrower disputes, maintaining a 30% conflict resolution rate.
  • Led customer feedback initiatives that reduced complaint resolution times by 37% and improved net promoter scores.
  • Implemented employee development programs that increased skill levels, shortening training time by 31% and increasing throughput.
  • Managed the approval of 11 government-backed loans under Workday, maintaining 21% adherence to funding and performance timelines.
  • Documented and resolved program which led to system.
  • Launched digital payment solutions that increased automated payments by 23% across Workday loans.
  • Developed a standardized borrower communication plan, improving customer satisfaction scores by 34% and reducing complaints.
  • Led a team of 8 loan servicing representatives, improving department efficiency by 29% through enhanced workflows.

Affiliations

  • Toastmasters
  • American Financial Services Association (AFSA)
  • Turnaround Management Association (TMA)
  • Institute of International Finance (IIF)
  • Global Association of Risk Professionals (GARP)
  • Loan Servicing and Information Management Systems (LSIMS) Member
  • Association for Computing Machinery
  • Commercial Real Estate Finance Council (CREFC)
  • Association of Finance and Insurance Professionals (AFIP)
  • Lions Club

Certifications

  • Certified Public Accountant (CPA)
  • Certified Banking & Credit Analyst (CBCA) - Corporate Finance Institute (CFI) 2022
  • Project Management Professional (PMP) - metric
  • Fannie Mae Servicing Guide Compliance Certification - 2017
  • Certified Regulatory Compliance Manager (CRCM) - American Bankers Association
  • Project Management Professional (PMP)
  • Google Certified Professional Cloud Architect
  • Salesforce
  • Certified Financial Inclusion Professional (CFIP) - Brightline
  • Certified Credit Professional (CCP) - Credit Institute of Canada 2016

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