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Skills

  • Team building
  • Proficiency in Loan Management Platforms (process)
  • Negotiation with Borrowers on Payment Plans
  • Delinquent account management
  • Cross-functional team collaboration
  • Loan Modifications & Adjustments
  • Account Reconciliation for Misapplied Payments
  • Default Loan Resolution Strategies
  • Payment processing optimization
  • Post-Closing Loan Auditing

Work Experiences

  • Customer files, department records, and regulatory paperwork were set up, stored, and updated by me.
  • Assisted in the development of new protocols.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Completed the migration three weeks ahead of schedule.
  • Achieved $5 in cost savings.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved a 51% boost in feedback scores.
  • Completed tasks within 6 months.
  • Achieved a 58% reduction in portfolio delinquency through the implementation of enhanced borrower outreach and education strategies.
  • Achieved results within a 5-month span.

Summaries

  • Created comprehensive training materials.
  • Customer-oriented Mortgage Loan Servicer with a passion for problem-solving. Achieved a 40% first-day resolution rate for borrower disputes and improved customer retention through enhanced service offerings.
  • Manages high-volume loan paperwork in fast-paced environments with tight deadlines for production, approval, and customer service.
  • Customer-centric Mortgage Loan Servicer skilled in modifications, delinquency management, and portfolio oversight. Achieved a 59% improvement in payment timeliness through consistent borrower communication.
  • Achieved zero audit findings over 7 months.
  • Customer-focused Mortgage Loan Servicer.
  • Accomplished Mortgage Loan Servicer acknowledged for spearheading process improvement initiatives that reduced payment processing times from 14 hours to 16 hours, enhancing operational efficiency.
  • Created and executed efficient loan auditing methods.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Committed to enhancing servicing processes.

Accomplishments

  • Oversaw the escrow account management for 13 of clients, ensuring accurate and timely disbursements of taxes and insurance with zero penalties.
  • Collaborated with team of 9 in the development of initiative.
  • Produced detailed loan forecasting and reporting for 13 loans, enabling the executive team to make more informed portfolio management decisions.
  • Analyzed borrower data to establish effective loan servicing plans, cutting delinquency rates by 82% across all portfolios.
  • Enhanced inter-department communications to streamline the loan servicing process, decreasing turnaround time by 57%.
  • Piloted initiatives that reduced default loan balances by 26% within several months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved 18 of escalated borrower issues within service level agreements, increasing first-contact resolution rates by 37%.
  • Coordinated with external auditors to ensure regulatory compliance, helping the company pass inspections with 15% accuracy.
  • Collaborated with the compliance team to ensure all servicing processes adhered to OSHA standards, resulting in Outstanding Service Award recognition.

Affiliations

  • Freemason
  • Jaycees
  • Institute of Certified Residential Management Companies (ICRMC)
  • Certified Mortgage Bankers (CMB) Program
  • National Association of Social Workers
  • National Association of Credit Managers (NACM)
  • Institute of Mortgage Lending Professionals
  • Mortgage Bankers Association (MBA)
  • National Debt Collection Association (NDCA)
  • American Society of Safety Professionals

Certifications

  • Loan Servicing Fraud Prevention Certification - Beacon Labs, 2020
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant (CPA)
  • Certified Financial Services Auditor (CFSA) – Institute of Internal Auditors, 2018
  • Certified Compliance Professional (CCP) - American Bankers Association, 2018
  • Commercial Loan Workouts Certification - Lakeside Partners, 2024
  • Certified Mortgage Industry Specialist (CMIS) - program, 2024
  • Project Management Professional (PMP)
  • First Aid/CPR Certified

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