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Skills

  • Compliance with federal housing regulations
  • Key performance indicator (KPI) analysis
  • Risk assessment and risk management
  • Loan portfolio management
  • Customer relationship management (CRM) systems
  • Relationship development
  • Process improvement implementation
  • Client onboarding and retention
  • Interdepartmental communication
  • Mortgage loan modification processing

Work Experiences

  • Customer files, department records, and regulatory paperwork were set up, stored, and updated by me.
  • Adapted to changing regulatory climates.
  • Audited 11 loan files monthly.
  • Solved process issues, improved operations, and provided excellent customer service.
  • Addressed borrower needs.
  • Assisted in the collection of financial documents.
  • Contributed to achieving President's Club.
  • Achieved a 55% increase in customer retention.
  • Consulted with cross-functional teams.
  • Saved $18 by putting in place cost-cutting measures that addressed long-standing issues.

Summaries

  • Achieved a 28% satisfaction rate in post-modification surveys.
  • Collaborated on complex loan modification packages for $18 in distressed loans, achieving effective solutions that minimized financial strain for borrowers and prevented foreclosure. Increased overall modification approval rates by 37%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Manages high-volume loan paperwork in fast-paced environments with tight deadlines for production, approval, and customer service.
  • Collaborated with underwriters for timely approvals.
  • Achieved effective solutions for borrowers.
  • Contributed to high borrower satisfaction scores post-modification.
  • Contributed to higher overall approval rates.
  • Analytically driven with a focus on audit and quality control of loan files.

Accomplishments

  • Maintained a 71% success rate in negotiating favorable loan modification terms for distressed borrowers, minimizing defaults.
  • Authored comprehensive process improvement documentation that led to a reduction in loan modification processing delays by 2 days.
  • Resolved product issue through consumer testing.
  • Facilitated monthly review meetings with management to provide key performance data, driving decisions on process improvements and team KPIs.
  • Proactively communicated with borrowers to negotiate loan modifications, maintaining a portfolio retention rate of 55%.
  • Developed risk assessment tools to evaluate borrower eligibility, cutting down approval times by 57%.
  • Reduced total processing errors by 17% after implementing enhanced fraud detection protocols in line with category.
  • Achieved a Innovation Award for surpassing 38% preset modification performance goals within standard.
  • Prepared customized borrower reports using Salesforce to provide senior management with insights on processing bottlenecks.
  • Documented and resolved metric which led to system.

Affiliations

  • National Association of Credit Management (NACM)
  • American Society of Safety Professionals
  • Certified Loan Processing Specialist (CLPS) Organization
  • Credit Union National Association (CUNA)
  • Certified Fraud Examiner (CFE) Credential
  • National Association of Social Workers
  • Society of Human Resource Management
  • Association of Information Technology Professionals
  • Loan Officers Association
  • International Association of Credit Portfolio Managers (IACPM)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Foreclosure Specialist (CFS) - Beacon Labs
  • Licensed Mortgage Loan Originator (MLO) - Colorado
  • Loss Mitigation Training Certificate - Ironclad Systems
  • Certified Fraud Detection Professional (CFDP) - program
  • Regulation Z (TILA) Compliance Training - metric
  • Cisco Certified Network Associate (CCNA)
  • ServSafe
  • FCRA and FACTA Compliance Certification - framework
  • Certified in Mortgage Risk and Fraud Prevention - category

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