Objective

To have a challenging position that will utilize my experience and unique abilities. A high-impact leadership position requiring creative and innovative approaches to problem solving, strategy development and fulfillment of my personal goals.

Profile Outstanding customer service, interpersonal, written, and verbal communication skills, data analysis and math skills. Strong ability to work independently with limited supervision, as well as to prioritize and multi-task. Able to analyze and report work progress in detail on a variety of complex, high-volume caseloads, to meet own deadlines and assist others with work prioritization. Able to effectively communicate with all levels of management. Extensive and deep knowledge of all industry guidelines. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills. Skills Summary

• Detail Oriented
• Extremely Organized
• Outstanding Communication Skills
• Strong Work Ethic
• Loan Servicing Procedures and Rules
• Excellent Computer Skills, AS400, Word, Excel, PowerPoint, LPS, SharePoint
• File Audits
• Foreclosure Knowledge
• Customer Service
• Data Entry
• Knowledgeable with RESPA & TILA
• Management experience
• LHIS, FPS, LAFA, MICR, EPW

Professional Experience

Confidential, FORECLOSURE SPECIALIST LEAD, FEBRUARY 2012 - PRESENT

• Daily communication with attorneys to update files that are in legal process (i.e. foreclosure, writ of possession, and eviction proceedings)
• Manage databases, track and file related documentation.
• Process and research payments. Audit bidding instructions.
• Prepare and run computer generated reports as directed.
• Various clerical duties as assigned.
• Trains and mentors teammates.
• Providing support and assistance to the Team Manager.
• follow Company's standard operating procedures, comply with FDCPA regulations, and follow the legal responsibilities involved with collections, bankruptcies, and foreclosures.

Confidential, foreclosure specialist II, February 2010 - FEBRUARY 2012

• Maintain a high volume (over 300) portfolio of mortgage loans from cradle to grave.
• Daily communications with attorney's offices via email and phone to ensure current updates on all cases; updated files in AS400 as well as in LPS to reflect sales, mediations, depositions and hearings.
• Managing Pre-Sale Foreclosure processes on Prime and Subprime loans for all loan types.
• Ensuring that investor, insurer, government agency and Bank of America guidelines are met.
• Ensuring that exceptions are addressed in a timely manner to avoid delays in the foreclosure process (i.e. Title issues, payment disputes, property preservation and damage issues, etc.)
• Calculating and providing figures related to foreclosure sale bids and judgments required of the attorneys.
• Rapidly learn and master varied computer programs.
• Calculating and providing figures related to reinstatement and payoff request made by borrowers and/or attorneys.
• Research, analyze and examine reports such as warning code 5 to 3, daily team report and SAR report and identifying any issues that need to be addressed.
• Review documents submitted by foreclosure attorney's office that need execution such as Scriveners affidavit, Reaffirmation of mortgage, Supplemental affidavit, Rescission of substitute trustee's sale, Cancellation of substitute trustee's deed and reconveyance special warranty deed.
• Provide daily coaching and feed back to newer associates.
• Creating policy and procedures for daily task of an approved rescission specialist.
• Inform and explain daily processes and routines for risk and compliance. Participate in conference calls to explain to various lines of businesses the workflow and systems used by rescission techs.

Confidential, loan counselor/collector, February 2009 - February 2010

• Primary responsibilities are collections, customer servicing, loss mitigation, recovery activities, investigating, researching and analyzing accounts in question.
• Contacted delinquent, charged-off, or high-risk customers in order to secure payment and determine reason for delinquency on active loan/credit card accounts.
• Resolve customer issues by identifying reasons for default and establishing promises to pay.
• Collect mortgage payments and outstanding fees, and submit credit corrections.
• Answer and translate incoming calls for Customer Service as needed for customer problem-solving.
• Forward correspondence to homeowners as requested
• Assist customers through problem- solving, service dispatch and contract verification.
• Determine applicant eligibility for housing assistance, explain program requirements, answer applicants' inquiries
• Obtained home owner's financials in order to confirm if qualify for loss mitigation options such as MHA/HAMP, traditional loan modification, special forbearance etc.

Confidential, Assistant manager, january 2008 - january 2009

• Process sales quickly and courteously. Receive payments from customers and providing the right change.
• Operate cash register and scanner. Cleaning and tidying the area. Stocking any items that needed to be stocked.
• Counted and prepared money for banking. Assisted customers with returns of unwanted goods.
• Counted cash drawers on a daily basis. Checked in vendors. Put up warehouse orders. Clean and stock fountain drink module. Clean restrooms.
• Empty trash containers. Move and build pop display. Check in gas delivery.
• Assist in the recruiting of, recommend for hire, and train, positive individuals to become members of the Allsup's team, ensuring excellent customer service.
• Supervise, and discipline all store employees according to company policy.
• Conduct Store meetings as needed with employees. ( A minimum of one monthly)
• Report and process all employee and/ or customer incidents or accidents following company procedure.

Confidential, CUSTOMER SERVICE ADVOCATE OCTOBER, 2006 - JANUARY 2008

• Responsible for researching and responding to telephone and written inquiries in a prompt, accurate and objective manner.
• Provide information, education and assistance to members, providers, other insurance companies, attorneys, agents / brokers or other member representatives on recorded phone lines regarding benefits, claims and eligibility.
• Researched and resolved benefit, eligibility and claims issues.
• Facilitated and informed customers to use resources, tools, information and products to manage t heir health care and health care costs most effectively.
• Provided information and answered consumer questions to ensure understanding of products, benefits and tools, and how to use them. Examined and processed claims in a time sensitive environment.

Confidential, CUSTOMER SERVICE REPRESENTATIVE MAY 2004 - OCTOBER 2006

• Analyze and process timely payments; ensure appropriate approval authority, general ledger coding, and compliance with Sitel policies and procedures.
• Processing all types of payments covering services, inventories, benefits, power marketing, asset additions or other types of customer invoices.
• Resolve vendor and customer payment issues.
• Prepare reports, accruals and perform research and projects as needed.
• Support the Company's initiatives with respect to regulation and legislation to help ensure the Company's ability to successfully pursue business opportunities for each of its assets in the Region.
• Performed project evaluations, due diligence and make recommendations in support of acquisitions, divestitures, recovery plans and other major projects.
• Gather, analyze, prepare, and summarize recommendations for customers with expiring contracts.

Education

• General courses
• Tarrant Community College
• Fort Worth TX
• General courses
• Howard College
• San Angelo TX
• Lake View High School

Graduated - Diploma