PROFESSIONAL SUMMARY

Over eight years experience in Confidential, servicing, customer service, and support. Exceptional teamwork with ability to develop effective and positive vendor and client partnerships. Originate, manage and service experience in mortgage lending with strong analytical and problem solving skills to determine solutions and financial alternatives to identify risk factors in a fast pace environment. Strong knowledge of the Loan Modification life cycle and mortgage process and procedures. Excellent communication skills with business development insight on all levels ranging from associate to senior management. Superior ability to prioritize workload and provide independent judgment with little to no management direction. High proficiency with Microsoft Office products Word, Excel, and PowerPoint and bank proprietary technology systems. Ability to analyze and comprehend complex financial data while providing financial alternatives and identifying opportunities that makes business sense. Extensive experience in prioritizing goals and working under tight deadline without sacrificing integrity, accuracy, creativity or expertise. Exceptional teamwork and ability to effectively influence peers and management providing support and product fulfillment. Efficient organizational skills with an acute eye for detail ability to manage competing priorities and concurrent activities. Approximately 50WPM and excellent 10 key typing skills.

SKILLS

l Goal-oriented l High level of accuracy l Self-sufficient l Strong customer relations l Friendly l Practices due diligence l T e a m p l a y e r l Strong interpersonal skills l Flexible l PowerPoint presentations l Organized l Analytical thinker l Strong team-builder l Calm under pressure l Proficient in MS Office l Superior verbal and written l FHA loan process background communication skills

WORK HISTORY

Confidential Quality Analyst

• Our quality support group was moved to support the foreclosure department with end to end reviews in Jan 2013. As a Quality Analyst, I scored the end to end reviewer for their quality performance on the reviews. The end to end reviewer is a subject matter expert in Loss Mitigation, Litigation, Bankruptcy, and the foreclosure process. Assist in conducting call calibrations with the line of business leaders, and provides monthly trends to help the end to end reviewer's identify areas for improvement and consistentcy. From May 2011 to Jan 2013, as a Quality Analyst, I monitored the Customer Relationship Managers CRMs from the Customer Assistance Center team and scored them for their quality performance and customer treatment. Assist in conducting call calibrations with the line of business leaders, and provides monthly trends to help CRMs identify areas for improvement and consistently deliver an outstanding customer service experience.
• Considered a subject matter expert and is often called upon to train new team members, assist in the training for deployment of numerous specialty scorecards and lead quality calibrations to ensure consistency across the team and the line of business. Have earned several bronze awards and a silver awards, as well as an Officer title. I am proud to know I am doing a good job and doing the right thing.
• l Bankruptcy, Litigation, MRT, Foreclosure subject matter expert. l Loss Mitigation subject matter expert assigned to review FHLMC FNMA
• case files by verifying, confirming and documenting relevant information pertaining to delay causes outside of investor allowable time lines in an effort to recoup fee charges for non controllable process delays.
• l Provided predictive and preventive QA reviews of associates by identifying
• risk through monitoring performance as required from established guidelines.
• l QA'd Bankruptcy, FHA, FNMA, FHLMC SFO case files and associate calls
• daily for information accuracy while contributing to lowering bank risk and ensuring customer needs are met.
• l Strong in depth knowledge of the Mortgage Loan Modification cycle. l Strong knowledge and background with SFO, FHA, FNMA, FHLMC and
• Bankruptcy loan modification and call monitoring guidelines.
• l Complete and submit scorecard analysis daily. l Calibrate weekly to maintain direct knowledge of industry guidelines,
• requirements protocols.

Confidential Loan Negotiator/Advocacy

large losses by assisting customers in retaining homeownership while ensuring compliance with regulations, laws, internal and external policies Apply sound, independent judgment while focusing on key areas of the borrower's ability willingness to repayment of assets Calculate income, debt, expenditures, rental profit/debt financials to determine affordability and best course of action for homeownership retention Perform all related tasks within high volume production environment while maintaining organization and detailed oriented results Received award recognition for exemplifying teamwork by assisting management and colleagues on a number of occasions with facilitating performance and minimizing bank escalations.

Confidential Mortgage Loan Officer

• Confidential mortgage products to meet loan quality and partnering with platinum club producer.
• l Identified, developed and maintained quality network relationship with
• recurring source of referrals for new lending opportunities with real estate professionals, builders, personal contacts and overall referral sources.
• l Responded to consumer inquiries and conducted interview with prospective
• borrowers to analyze financial data, integrity and determine financial objectives.
• l Ensured exceptional customer service by maintaining thorough knowledge
• of lending programs and regulator requirements with all Federal and State compliance policies.