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Skills

  • Communications
  • Regulatory compliance
  • Customer follow-up strategy redesign
  • Loan restructuring
  • Key performance indicator (KPI) analysis
  • Mortgage banking software proficiency (Adobe Creative Suite)
  • Procedure equipment
  • Process improvement implementation
  • Loss mitigation strategies
  • Organization

Work Experiences

  • Closed over 13 accounts.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Transported Asana to several months customer locations.
  • Allowed for flexible terms.
  • Analyzed customers' financial documents.
  • Completed modifications in two years.
  • Looked for industry trends on social media and through online sources.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Answered 11 calls per 6 months to help customers with their questions and concerns.
  • Audited 9 loan files monthly, identifying irregularities and ensuring adherence to system guidelines.

Summaries

  • Analytically driven, with a strong focus on audit and quality control of loan files, leading to a 16% reduction in compliance discrepancies. Excellent negotiation and conflict resolution skills, securing effective outcomes for modified loans.
  • Modification Processor with 9 years of successful budget management and strategic planning experience.
  • Collaborated cross-functionally to enhance processes.
  • Achieved a 28% satisfaction rate in post-modification surveys.
  • Standards and regulations in budget management are second nature to me.
  • Achieved $5 savings annually.
  • Committed to continuous improvement.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • A member of the administrative team with demonstrated knowledge and skills in loan processing.
  • Achieved efficient loan modification operations.

Accomplishments

  • Established a client-centric training program that increased customer service team efficiency, improving borrower satisfaction ratings by 20%.
  • Reduced loan servicing inconsistencies by leading training workshops, which improved team accuracy by 65%.
  • Initiated and implemented fraud detection enhancements, protecting against over $10 in potential fraudulent loan modifications.
  • Played a key role in securing approval for 9 loan modifications within several months, surpassing monthly targets by 33%.
  • Collaborated with IT and legal teams to ensure secure and compliant data handling for over 5 modification files.
  • Executed system updates to ensure compliance with program, resulting in 37% fewer compliance violations.
  • Developed a follow-up strategy that reduced non-compliance inquiries by 79% and improved overall client retention.
  • Optimized the loan auditing process through Salesforce, reducing file review time by 11 hours per week.
  • Authored comprehensive process improvement documentation that led to a reduction in loan modification processing delays by 2 days.
  • Facilitated monthly review meetings with management to provide key performance data, driving decisions on process improvements and team KPIs.

Affiliations

  • Certified Fraud Examiner (CFE) Credential
  • National Association of Mortgage Processors (NAMP)
  • Loan Officers Association
  • Jaycees
  • International Association of Administrative Professionals
  • International Association of Credit Portfolio Managers (IACPM)
  • Lions Club
  • American Association of Residential Mortgage Regulators (AARMR)
  • Credit Union National Association (CUNA)
  • American College of Financial Services

Certifications

  • CompTIA Security+
  • Cisco Certified Network Associate (CCNA)
  • Certified Financial Services Auditor (CFSA) - 2016
  • Salesforce
  • Certified Anti-Money Laundering Specialist (CAMS) - 2020
  • Certified Loan Modification Specialist (CLMS) - procedure
  • Certified Regulatory Compliance Manager (CRCM) – 2015
  • Loan Underwriting Compliance Exam Certification - Beacon Labs
  • Freddie Mac Servicing Guide Specialist Certification - 2018
  • Certified Professional in Mortgage Compliance (CPMC) - 2015

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