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Skills

  • Deep knowledge of bankruptcy processes
  • Experian Transact SM
  • Relationship development
  • Vendor relationship management
  • Project organization
  • Data analysis
  • Materials preparation
  • Team management
  • Strong verbal communication
  • Superior organization skills

Work Experiences

  • Acted as the final point of contact with clients.
  • Devised strategies to grow and expand existing customer sales, resulting in an increase in annual sales of 12%.
  • Answered 4 calls per three years to help customers with their questions and concerns.
  • Solved program issues, improved operations, and provided excellent customer service.
  • Examined departmental documents to determine how they should be distributed and filed.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Double-checked the data's accuracy and integrity.
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.
  • Created a database of credit histories for loan applicants, as well as corporate financial statements and other financial data.
  • Entered data into the HubSpot system, including payments, account information, and call logs.

Summaries

  • Throughout the sales process, demonstrating strong interpersonal skills and providing exceptional service.
  • Achieved a 43% reduction in documentation errors.
  • Design and development of successful framework embedded software applications in the past.
  • Achieved Employee of the Year for closing 3 mortgages per month.
  • Achieved 64% fewer post-closing issues.
  • Strengths in project management and performance reporting backed up by Miscellaneous training.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accelerated funding for 14 loans annually.
  • Achieved a 85% reduction in onboarding times.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Collaborated with legal and compliance departments to maintain adherence to changing regulatory requirements, reducing compliance issues by 24%.
  • Reviewed mortgage closing files, verifying accuracy and compliance with industry standards, resulting in 48% reduction in post-closing corrections.
  • Tracked and monitored compliance with countrywide mortgage regulations, maintaining a 69% on-time rate for timely document submission.
  • Utilized loan management software such as SAP to organize and streamline tracking of the funding and closing processes.
  • Maintained a closing portfolio of 17 files per month while consistently meeting tight deadlines in a high-volume, fast-paced environment.
  • Managed vendor relationships and ensured that all third-party services (e.g., title, appraisal) met deadlines for timely closings.
  • Created a customer feedback loop to gather insights at the completion of closings, leading to enhancements that increased overall satisfaction by 46%.
  • Managed post-closing quality control processes, identifying and resolving deficiencies that enhanced audit compliance rates by 41%.
  • Played a significant role in piloting new mortgage closing software, which improved process efficiency by 8% in 2021.
  • Spearheaded initiatives for automating the closing documentation review process, decreasing document preparation time by 5 hours.

Affiliations

  • Association of Mortgage Originators
  • Affiliate Member, National Credit Union Administration (NCUA)
  • Loan Compliance Professionals Group
  • Project Management Institute
  • Certified Residential Mortgage Specialist (CRMS)
  • Escrow Institute of California
  • American Land Title Association (ALTA)
  • Charter Member, Mortgage Closers Association
  • American Marketing Association
  • National Association of Real Estate Investment Trusts (NAREIT)

Certifications

  • Certified Mortgage Servicing Specialist (CMSS) - Mortgage Bankers Association (MBA)
  • Certified Title Examiner - standard
  • Apple Certified Associate (ACA)
  • Certified Post-Closing Specialist (CPCS) - process
  • Certified Mortgage Underwriter (CMU) - system
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Title Insurance License - process
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Internetwork Expert (CCIE)
  • ServSafe

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