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Skills

  • Relationship development
  • Bankruptcy and Foreclosure Processes
  • Team management
  • KPI and SLA Monitoring & Achievement
  • Escrow account management
  • Dispute Resolution and Issue Escalation
  • Process Improvement & Automation
  • Advanced customer relationship management (CRM) tools
  • Supervision
  • Customer service

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Completed tasks within 6 months.
  • Authored comprehensive training manuals.
  • Achieved a 62% reduction in portfolio delinquency.
  • Achieved a 51% boost in feedback scores.
  • Achieved $5 in cost savings.
  • Oversaw the delivery of initiative project by standard team, which resulted in initiative.
  • Looked for industry trends on social media and through online sources.
  • Achieved a 58% reduction in portfolio delinquency through the implementation of enhanced borrower outreach and education strategies.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Conducted post-closing reviews for 16 loans monthly.
  • Organizes paperwork, resolves discrepancies, and collaborates with third-party vendors to resolve issues and close deals.
  • Accomplished Mortgage Loan Servicer skilled in developing and automating payment tracking systems, reducing user errors and late payment rates by 74% across managed portfolios.
  • Created and executed efficient loan auditing methods.
  • Standards and regulations in strategic planning are second nature to me.
  • Comprehensive knowledge of escrow account management.
  • Achieved a 38% improvement in payment timeliness.
  • Within Miscellaneous, senior Mortgage Loan Servicer and outstanding performer in quality assurance and data analysis.
  • Consistently exceeded performance targets.
  • Achieved a 17% reduction in portfolio delinquencies.

Accomplishments

  • Collaborated with the compliance team to ensure all servicing processes adhered to OSHA standards, resulting in Outstanding Service Award recognition.
  • Collaborated in cross-functional teams to align loan servicing processes with new regulatory standards, decreasing compliance violations by 54% %.
  • Reduced unprocessed loan backlogs by 70% through the revision of existing workflows.
  • Created dashboards for real-time loan monitoring, ensuring stakeholders could access up-to-date information on 17 loans.
  • Implemented an automatic borrower notification system, which reduced customer service calls by 44% and improved customer payment awareness.
  • Collaborated with mortgage lenders to process 18 mortgage payment adjustments, ensuring all modifications adhered to federal regulations.
  • Led default prevention strategies, resulting in a 58% decrease in loan defaults within two years.
  • Resolved 18 of escalated borrower issues within service level agreements, increasing first-contact resolution rates by 37%.
  • Worked closely with IT to introduce a CRM integration for loan servicing, reducing manual entry errors by 29%.
  • Documented and resolved system which led to program.

Affiliations

  • Escrow Institute of America (EIA)
  • American Financial Services Association (AFSA)
  • International Council of Nurses
  • National Association of Social Workers
  • National Association of Credit Managers (NACM)
  • National Association of Mortgage Brokers (NAMB)
  • Institute of Mortgage Lending Professionals
  • Institute of Certified Residential Management Companies (ICRMC)
  • National Association of Residential Property Managers (NARPM)
  • Association of Certified Fraud Examiners (ACFE)

Certifications

  • CompTIA Network+
  • FHA Direct Endorsement Certification - U.S. Department of Housing and Urban Development, 2017
  • Loan Servicing Fraud Prevention Certification - Beacon Labs, 2020
  • Foreclosure Intervention Specialist Certification - NeighborWorks America, 2015
  • Escrow Officer Certification - Massachusetts Real Estate Commission, 2017
  • Certified Commercial Investment Member (CCIM) - metric, 2016
  • Basic Loan Servicing Certificate - Mortgage Bankers Association, 2022
  • Certified Mortgage Servicer (CMS) - Lakeside Partners 2018
  • Advanced Foreclosure Certification - system, 2021
  • Advanced Loan Servicing Certificate - Mortgage Bankers Association, 2023

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