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Skills

  • Delinquency and default rate analysis
  • Customer service
  • Cross-departmental collaboration
  • Foreclosure documentation maintenance
  • Handling of borrower inquiries
  • Fannie Mae/Freddie Mac servicing guidelines
  • Budgets
  • Loan payment processing within tight deadlines
  • Relationship development
  • Proficient in 10-key

Work Experiences

  • Achieved standard with minimal findings.
  • Achieved loan workout approvals in 5% of cases.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Balanced and reconciled loan portfolios.
  • Achieved savings over the last three years.
  • Achieved President's Club for consistent high-level customer service, with an annual customer satisfaction rating of 70% %.
  • Went over 5 financial statements in 6 months and reviewed them.
  • Achieved results within the first the past year.
  • Transported Asana to 18 months customer locations.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.

Summaries

  • Achieved better outcomes for lenders and borrowers.
  • Collaborative team player adept at working with underwriting and customer service teams to streamline end-to-end loan servicing operations.
  • Mortgage Loan Servicing Representative with 18 years of successful budget management and quality assurance experience.
  • Contributed to low delinquency rates.
  • Within Miscellaneous, senior Mortgage Loan Servicing Representative and outstanding performer in stakeholder engagement and risk assessment.
  • Throughout the sales process, demonstrating strong interpersonal skills and providing exceptional service.
  • Mortgage Loan Servicing Representative with extensive experience in banking regulations and procedures.
  • Adept at working with customer service teams.
  • Dedicated Loan Officer with experience selling mortgage and home lending products.
  • Automated manual procedures.

Accomplishments

  • Improved borrower retention by 22% through loan modification solutions and personalized servicing programs.
  • Collaborated with legal team to address and rectify complex foreclosure issues while maintaining compliance with federal and state regulations.
  • Created and distributed monthly loan servicing reports, aiding management in identifying at-risk portfolios.
  • Successfully collected overdue payments for 15% of past-due accounts through targeted communication and negotiation efforts.
  • Utilized CRM systems to track and follow up on borrower inquiries and delinquencies, improving response times by 60%.
  • Successfully managed delinquency across a portfolio of 9 loans, achieving a 53% reduction in defaults.
  • Resolved product issue through consumer testing.
  • Implemented a streamlined payment tracking process that increased payment posting accuracy by 51% over one year.
  • Led the analysis and reconciliation of escrow account discrepancies, reclaiming $17 in overpayments for borrowers.
  • Documented and resolved method which led to framework.

Affiliations

  • American Marketing Association
  • Loan Servicing Data Analysis Course 2021 Lean
  • Certified Fraud Examiner (CFE) Credential - Loan Servicing Specialty
  • Toastmasters
  • Lions Club
  • State Mortgage Bankers Association – Austin
  • Real Estate Settlement Procedures Act (RESPA) Compliance Certification
  • Certified Mortgage Servicer (CMS) Designation
  • Certified Foreclosure Specialist (CFS) Designation
  • Association of Information Technology Professionals

Certifications

  • Certified Regulatory Compliance Manager (CRCM) - American Bankers Association (ABA)
  • Certified Risk Professional (CRP) - Bank Administration Institute (BAI)
  • CompTIA A+ Technician
  • Federal Housing Administration (FHA) Loan Origination Certification
  • Real Estate Settlement Procedures Act (RESPA) Compliance Training - Summit Group
  • First Aid/CPR Certified
  • Certified in Risk and Information Systems Control (CRISC) - ISACA
  • Debt Collection/Servicing Compliance Certification - ACA International
  • Anti-Money Laundering Specialist (CAMS) - standard
  • Certified Public Accountant (CPA)

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