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Skills

Default Rate Reduction Techniques
Loan delinquency management
Regulatory compliance
Loan repayment plan structuring
Problem resolution
Basic accounting and reconciliation for loans
Call center operations improvement
Data analysis for loan servicing trends
Team management
Team building

Work Experiences

Analyzed and corrected payment posting errors for 4 mortgage accounts, recovering $13 in misallocated funds.
Analyzed loan servicing documentation for compliance.
Collaborated with cross-functional teams, including underwriting and customer service, to streamline loan management systems.
Achieved President's Club for consistent high-level customer service, with an annual customer satisfaction rating of 70% %.
Achieved a satisfaction rate of 19%.
Administered training programs.
Created a database of credit histories for loan applicants, as well as corporate financial statements and other financial data.
Analyzed complex loan portfolios worth over $5.
Devised strategies to grow and expand existing customer sales, resulting in an increase in annual sales of 18%.
Achieved Innovation Award for high-level customer service.

Summaries

Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
Achieved 13% of past-due accounts.
Mortgage Loan Servicing Representative is a multi-talented Mortgage Loan Servicing Representative who is consistently rewarded for planning and operational improvements.
Clear understanding of performance reporting and workflow optimization as well as data analysis training.
Accomplished Mortgage Loan Servicing Representative.
Adept at working with underwriting teams.
Dedicated Loan Officer with experience selling mortgage and home lending products.
Mortgage Loan Servicing Representative has 10 years of experience in consumer lending, loan administration, default management, and customer service.
Achieved better outcomes for lenders and borrowers.
Consistently exceeded compliance targets.

Accomplishments

Analyzed and corrected payment posting errors for 2 mortgage accounts, recovering $3 in misallocated funds.
Mentored and trained 8 new employees on loan servicing policies, improving team accuracy by 35% in the first three years.
Managed delinquent accounts, achieving a 46% month-over-month reduction in payment defaults through targeted borrower outreach.
Resolved 4 escalated customer disputes, delivering a 85% improvement in client satisfaction.
Reviewed and approved loan modifications while staying compliant with Fannie Mae and Freddie Mac servicing guidelines.
Utilized loss mitigation strategies that reduced loan default rates by 84% in 2023, protecting Cedar Works from potential revenue loss.
Utilized CRM systems to track and follow up on borrower inquiries and delinquencies, improving response times by 60%.
Implemented a streamlined payment tracking process that increased payment posting accuracy by 51% over one year.
Collaborated with team of 2 in the development of standard.
Increased customer satisfaction scores by 58% through implementation of personalized account service strategies.

Affiliations

Property Tax Compliance and Reconciliation Certification Program
Loan Servicing Data Analysis Course 2021 Lean
American Marketing Association
Freemason
National Association of Mortgage Brokers (NAMB)
Certified Fraud Examiner (CFE) Credential - Loan Servicing Specialty
Jaycees
Certified Bank Auditor (CBA) - Loan Processing Focus
Association for Financial Professionals (AFP)
Financial Services Roundtable (FSR)

Certifications

Certified Risk Professional (CRP) - Bank Administration Institute (BAI)
Certified Credit Executive (CCE) – standard
Certified Financial Counselor (CFC) - National Association of Certified Credit Counselors
Anti-Money Laundering Specialist (CAMS) - standard
Certified Mortgage Servicer (CMS) - Mortgage Bankers Association (MBA)
CompTIA Security+
Bank Secrecy Act (BSA) Compliance and Anti-Money Laundering (AML) Certification
Certified Business Analysis Professional (CBAP)
SHRM Senior Certified Professional (SHRM-SCP)
Mortgage Loan Processing Certification - National Association of Mortgage Underwriters

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