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Skills

  • Operational improvement
  • First Aid/CPR
  • Relationship development
  • Data-driven decision making
  • Process implementation
  • Effective borrower communication
  • Mortgage application processing
  • Training and development
  • Financial hardship solution development
  • Loan restructuring proficiency

Work Experiences

  • Attended industry workshops on loss mitigation strategies.
  • Assessed potential for loan modification.
  • Double-checked the accuracy and compliance of payroll, vendor payments, commissions, and other accounting disbursements.
  • Analyzed borrower financials.
  • Oversaw high-volume accounting operations with a 5-person team focused on efficient budget administration, AP/AR, and other financial management needs.
  • Achieved results within a one year.
  • Aligned on federal coaching programs.
  • Assessed quality and conformance, identified problems, and implemented corrective actions by validating existing accounting management and reporting systems.
  • Performed routine closings, kept clean, accurate, and accessible records, and kept a close eye on transaction updates throughout each quarter.
  • Achieved 62% fewer foreclosures than the company benchmark.

Summaries

  • Collaborative leader skilled in cross-functional teamwork.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Consistently successful in navigating escalations, having de-escalated 80% of customer issues through empathic borrower education and negotiation strategies.
  • Achieved a 47% success rate in loan restructuring efforts.
  • Approach is meticulous, conscientious, and methodical.
  • Adept at leveraging servicing platform integrations.
  • Collaborative leader skilled in cross-functional teamwork to resolve escalated cases, with a consistent de-escalation success rate of 73%.
  • Committed to improving customer outcomes in mortgage servicing.
  • Aligned policies with industry benchmarks.
  • Adept at working with cross-functional teams.

Accomplishments

  • Successfully worked on 11 complex short sale transactions, recovering 4 in assets for the business while avoiding foreclosure actions.
  • Acted as liaison between finance, investor relations, and legal teams to save 4 in potential foreclosure litigation costs.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Partnered with compliance and risk departments to create audit-ready documents, increasing audit pass rates by 32% year-on-year.
  • Worked with third-party vendors to expedite loss mitigation processes; reduced turnaround time by 81%.
  • Trained new Loss Mitigation Specialists on federal compliance standards, contributing to a 83% faster onboarding process and operational efficiency.
  • Devised standardized processes for borrower communication that resulted in reducing complaint resolutions by 54%.
  • Implemented automated case tracking system which reduced manual errors across case files by 51% and improved processing speed.
  • Reduced foreclosure processing times by 78% through direct collaboration with property preservation vendors.
  • Produced detailed reporting for senior leadership on asset recovery, foreclosure timelines, and litigation costs, contributing to a 17% reduction in overall portfolio risk.

Affiliations

  • Lions Club
  • Consumer Data Industry Association (CDIA)
  • Project Management Institute
  • International Council of Nurses
  • Certified Loan Officer (CLO) Designation
  • Financial Aid Administrators National Conference Attendance
  • Society of Financial Examiners (SOFE)
  • Toastmasters
  • National Foundation for Credit Counseling (NFCC)
  • Master Certified Negotiation Expert (MCNE) Designation

Certifications

  • Certified Specialist in HUD's Home Retention Programs
  • CompTIA A+ Technician
  • Uniform Mortgage-Backed Securities (UMBS) Certification - initiative
  • Certified Mortgage Servicer (CMS) - Harbor & Co.
  • Certified Mortgage Banker (CMB)
  • Certified Business Analysis Professional (CBAP)
  • Certified Distressed Property Expert (CDPE)
  • First Aid/CPR Certified
  • Certified Foreclosure Specialist - Harbor & Co.
  • HAMP and HAFA Loan Restructure Certification

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