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Skills

  • First Aid/CPR
  • Security systems
  • Supervision
  • Risk assessment and mitigation
  • Knowledge of VA loan process
  • Financial planning expert
  • Administrative support
  • Experian Credinomics
  • Account coding aptitude
  • Basic knowledge of data analytics

Work Experiences

  • Developed a reputation for punctuality and hard work.
  • Achieved a 50% increase in client satisfaction.
  • Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements.
  • Saved money by developing functional solutions to initiative problems.
  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Achieved Top Performer for maintaining a top-tier portfolio with fewer than 5 monthly delinquencies.
  • Wrote commercial real estate financial analysis reports, borrowers' financial statements, lease reviews, and market research.
  • Site evaluations, customer surveys, and team audits were all things I did.
  • Achieved Top Performer.
  • Championed the migration to a new servicing platform, training over 2 staff members and ensuring a smooth operational transition across Phoenix.

Summaries

  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Ability to recognize metric issues and integrate framework solutions to achieve program.
  • Achieved a 44% reduction in unresolved issues.
  • Achieved a 40% reduction in processing times.
  • Achieved a 24% retention rate in at-risk mortgage accounts.
  • Adaptable Mortgage Servicer with a strong ability to prioritize delinquent accounts, recovering over $11 in past-due balances for Salesforce loans.
  • Workday and HubSpot experts with exceptional interpersonal skills.
  • Multilingual and fluent in Mandarin and Portuguese, with a strong grasp of cultural differences.
  • Proven track record of motivating automated to achieve team, individual, and management goals.
  • Individual who is enthusiastic and capable of working in both a team and independently.

Accomplishments

  • Developed a risk mitigation strategy that lowered the incidence of regulatory violations by 80% across all servicing portfolios.
  • Proactively tracked and resolved insurance premium payment disputes, reducing drop-off in covered accounts by 71%.
  • Monitored and ensured all portfolios adhered to FHA/VA loan servicing guidelines, achieving compliance scores of 76%.​
  • Collaborated in a cross-functional team to ensure seamless onboarding of 10 new loans, achieving 51% compliance in internal audits.
  • Assisted in implementing servicing automation software, reducing labor hours by 24% and improving output capacity.
  • Digitally transformed lien release handling processes, reducing manual intervention by 73% and cutting process times by 14 days.
  • Created borrower outreach programs that increased voluntary repayment agreements by 69% within two years.
  • Negotiated with third-party vendors to reduce escrow disbursement costs by 30% over two years, saving the company 4.
  • Trained a junior loan servicing team of 5 members, resulting in consistent accuracy improvements in monthly loan statement processing.
  • Collaborated with the audit team to prepare for process compliance checks, resulting in no fines or discrepancies over several months.

Affiliations

  • Attending ongoing webinars hosted by the National Association of Affordable Housing Lenders (NAAHL), keeping updated on affordable loan servicing operations.
  • Attended Mortgage Leadership Conferences presented by CoreLogic to deepen understanding of big data and automation in loan servicing tools.
  • Engaged with National Housing Law Project (NHLP) workshops on borrower protections and legal aspects of mortgage disputes.
  • Volunteer contributor for National Community Reinvestment Coalition (NCRC) initiatives, focusing on borrower rights and equitable loan terms.
  • Active participant in Case Study Analysis Groups hosted by the Mortgage Servicing Collaborative, focusing heavily on case management improvements.
  • Member of the Housing Finance Policy Center, engaging in discussions to shape future policies in the mortgage servicing regulatory environment.
  • Certified Loss Mitigation Specialist (CLMS), recognized by the American Finance Association in 2022.
  • Member, Mortgage Bankers Association (MBA), actively engaging in discussions around industry trends, compliance, and loan servicing best practices.
  • Enrolled in professional development courses on mortgage auditing and compliance management through the National Council of State Housing Agencies (NCSHA).
  • Participate in cross-industry collaboration forums such as National Association of Federally-Insured Credit Unions (NAFCU), aimed at enhancing customer satisfaction in loan servicing.

Certifications

  • Certified Risk and Compliance Management Professional (CRCMP) – Northwind
  • Cisco Certified Internetwork Expert (CCIE)
  • Real Estate Settlement Procedures Act (RESPA) Compliance Certification - Beacon Labs 2020
  • Chartered Financial Analyst (CFA) - Cedar Works
  • Escrow Officer Certification - Meridian 2021
  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)
  • ServSafe
  • Certified Financial Services Auditor (CFSA) – Ironclad Systems, 2017
  • Certified Public Accountant (CPA)

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