Obtain a position where my diverse background of experience in corporate training, employee development, financial services, customer service, sales marketing, and operations management can be used as an asset. Knowledgeable of mortgage lending practices guidelines and regulations for Freddie Mac, Fannie Mae, USDA, FHA, VA, & Conventional Investors. Knowledgeable of underwriting and compliance criteria. Ability to perform complex mathematical calculations. Communicate with QC, Underwriting, and many other departments effectively. Ensure that documents received by CA Specialist, Underwriting, and customers are complete and accurate. Can identify and address early and late stage collection requirements. Provides financial solutions to clients by assisting with debt obligations. Recommend solutions for delinquent accounts. Perform skip tracing to enhance customer account maintenance. Utilize computer software to document calls, analyze customer problems, and resolve basic issues. Proficient in the use of systems such as Excel, Power Point, Ten Key, Spreadsheet, Outlook, etc. Exceptional organizational skills, motivated and dedicated to the job, and self-motivated to complete all types of tasks.
Strong verbal communication
Loss Mitigation/Dialer Collector, 09/2013 to Current JPMorgan Chase
Collect past due mortgage payments.
Call customers and receive calls from customers to work-out payment arrangements.
Determine reasons for non-payment.
Negotiate payment arrangements.
Offer suggestions/programs on how clients can meet their obligations, where appropriate.
Advise of the possible consequences of not meeting the obligations.
Help develop restructuring plans to assist clients in resolving delinquency and avoiding foreclosure.
Navigate and toggle amongst multiple computer programs and document accounts.
Follow detailed quality procedures.
Contact clients through phone calls and/or use predictive dialer.
Respond to client inquiries regarding mortgage defaults and loss mitigation options Evaluate clients financial ability, reason for default, and ability to make payment.
Recommend and initiate loss mitigation options that are appropriate to the situation.
Customer Assistance Ops Specialist, 05/2011 to 09/2013 JPMOrgan Chase
Facilitates the gathering of underwriting documents both pre-and-post Underwriting decision.
Review financial package, calculated the loss severity calculations and drafted the details of the workout option recommended as applicable.
HAMP/MHA & traditional modification were solutions.
Initiate appropriate form letters sent to the customer from the CA Specialist requesting required documents.
Verifies and re-sends Home Affordable Modification Program (HAMP) packages when needed, initiates missing information letters using existing templates/form letters, order Broker Price Opinions, Credit Bureau Reports as applicable and requests escrow analysis.
Ensures documents received by CA Specialist, Underwriting and/or Customer are complete and accurate.
Receives decision/results from Underwriting and QC review and processes according to decision
Assisted various business groups with document organization and dissemination during acquisitions.
Analyzed departmental documents for appropriate distribution and filing.
Modification Customer Assistant, 01/2010 to 01/2011 Adecco Bank of America
Manage inbound calls from clients about their loan modification.
Advises clients of documents needed to complete modification review.
Communicate with Negotiators and Underwriters.
Provide detail explanation of the modification and the process it entails.
Advises client of other programs options if not eligible for Making Home Affordable Modification.
Mortgage Collections Representative, 01/2007 to 01/2010 CitiGroup
Manage inbound and outbound calls.
Interact with clients over the phone and advise of best solutions for delinquent loans.
Operate computer, printer, scanner, fax machine, and calculator.
Perform duties such as crediting loans, applying payments, and setting up payment programs when needed.
Advising of the different payment programs available and providing the best solution for the client and the company.
Diploma: 1 2005 Medical Insurance Billing and Coding, Everest College - Dallas, TX.
Biology (ongoing studies), Jackson State University, Jackson, Ms. 2003: Biology Pre-Med, Jackson State University - Jackson, MS
Certificate if Excellence - for outstanding performance on a month to month basis, and scoring above 90% on Quality Reviews and perfect scores on Customer Satisfaction Surveys
Certificate of Appreciation - for valuable contributions and knowledge of procedural and departmental policies. Assisting and being assigned to several visible special projects.
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Companies Worked For:
Adecco Bank of America
Medical Insurance Billing and Coding, Everest College
Jackson State University
Job Titles Held:
Loss Mitigation/Dialer Collector
Customer Assistance Ops Specialist
Modification Customer Assistant
Mortgage Collections Representative
Diploma : 1 2005 Biology (ongoing studies), Jackson State University, Jackson, Ms. 2003 : Biology Pre-Med ,
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