Mortgage Customer Service/Modified Specialist Resume Example Digital Risk/Mphasis

MORTGAGE CUSTOMER SERVICE/MODIFIED SPECIALIST

Professional Summary

Hardworking Mortgage Loan Customer Service Representative with 10 years of experience working with foreclosure prevention and loss mitigation methods and loan application processing. Trained in client and time management with extensive knowledge of mortgage loan programs and guidelines. Committed to maintaining professional relationships with clients to make a positive contribution toward the company mission and goals.

Skills

Critical Thinking
Data Entry and Database Management
Administrative support
Active listening skills
Creative problem solving

Service standard compliance
Recordkeeping strengths
Staff education and training
Account management
Training development aptitude

Work History

Mortgage Customer Service/Modified Specialist, 07/2020 to Current
Digital Risk/Mphasis – City , STATE

Follow CARE Quality Assurance guidelines and scripts (e.g. greeting, customer, verification, required disclosures etc.), as documented in company's Policies and Procedures when handling telephone calls.
Service and resolve inbound calls from Consumers and/or agencies per Company's Procedures routed through the call routing solution Universal Soft Phone (“USP”).
Provide information regarding benefits/terms of forbearance plan, forbearance approval letter and post forbearance options.
Input the appropriate code into the company's system of record in accordance with the customer's request for forbearance, to extend the forbearance, to extend the forbearance, or to opt out of the forbearance.
Provide customers with the appropriate disclosures pertaining to their choice in reference to their chosen forbearance options.
Provide customers with the post forbearance options appropriate for their investor and account status and when necessary warm transfer customers to the Home Preservation Specialist or Account Resolution as needed.
Process Consumers' payments within Easy Pay Plus if requested by customer.
Actively listen for customer complaints or trigger words and follow company procedures for dispositioning the complaint in the system of record and completing the proper documentation as mandated by the company.
Provide servicing solutions for the customer upon request for automatic withdrawal set-up, applying suspense funds to account, or requesting documentation,etc. using the GEM system.
Meet or exceed company quality and adherence goals to receive production bonuses.

Homeownership Selection Coordinator, 01/2020 to 06/2020
Habitat For Humanity Wake County – City , STATE

Received and processed all application documentation once the client became a potential qualified applicant and responded to referrals of new clients in a timely manner (24 to 48 hours)
Assisted w/online application submission for computer challenged applicants to include assessment of the client's needs and preferences.
Pulled credit reports and entered information into the Salesforce database for manager review.
Processed Verifications of Employment and Landlord Verifications for each applicant.
Maintained current client data and kept detailed case notes in Salesforce up to date, organized and confidential.
Worked with the Homeownership Selection Manager(HSM) to develop and implement an Annual Homeownership Outreach Program Plan.
Communicated regularly and effectively with the HSM, Applicants, Community Partners, and support personnel/Volunteers to ensure that applicants met house application requirements.
Conducted one on one interviews with applicants during the application process to assist with managing expectations and document deadlines.
Worked with HSM to develop and implement “Housing to Homeownership Education Assessment" to Pre-qualified applicants.
Assisted clients in qualifying for housing. Ex. Made community referrals for credit counseling/legal assistance and assembled letters of support.
Responded to questions from clients effectively and knowledgeably.
Supported the Homeownership Program Manager to include organizing current approval data, update appropriate databases, and prepared all Homeownership documentation to create an Approval file for Homeownership Engagement Manager .
Maintained ABA certification in compliance with Federal Loan Origination Guidelines.

Housing Program Manager/, 01/2019 to 01/2020
Raleigh Area Development Authority – City , STATE

Managed daily activities of the consumer counseling staff to support the objectives of RADA in the areas of foreclosure prevention counseling, pre-purchase counseling, credit counseling, and reverse mortgage counseling.
Established and maintained proactive and innovative procedures to maximize the efficiency of the agency; continually improved the effectiveness of daily operations including financial oversight, staff management, training, fundraising and marketing efforts.
Prepared weekly reporting for the Executive Director to monitor program activities to ensure compliance with contractual goals, outcomes, and requirements of program grantors.
Professionally represented the RADA Consumer Counseling Program in writing by articulating clear and concise correspondences and reports on a weekly, quarterly, and annual basis to HUD, North Carolina Housing Finance Agency, RADA Board of Directors,and other program donors.
Met quarterly with RADA Board of Directors to update them on program performance, staff productivity, and budget constraints in keeping with the mission and directives of the organization.
Effectively communicated program timelines, expectations, and requirements to staff, participants, external partners, and other community resources.
Participated in the close out of the North Carolina Foreclosure Prevention Fund's Mortgage Payment Program and Principle Reduction Recast Lien Extinguishment program and continued to monitor active applications until they were properly dispositioned by the NCHFA Underwriters.

Sr. Housing Counselor, 01/2012 to 01/2019
Raleigh Area Development Authority – City , STATE

Conducted new client intakes and accepted referrals from other coordinating community service providers
Provided client counseling in the fields of mortgage default resolution, foreclosure prevention, home purchasing, credit, budget, and financial coaching.
Guided foreclosure prevention clients in the selection of foreclosure prevention options based upon their financial situation and hardship, and assisted them in working with their loan servicer for successful outcomes to avoid foreclosure.
Utilized client management database (CounselorMax) to schedule appointments, input client information, and track program results in compliance with HUD standards and guidelines.
Administered applications and conducted mortgage loan closings on a weekly basis for the North Carolina Foreclosure Prevention Fund Mortgage Payment Program and Principal Reduction Lien Extinguishment Program .
Processed and recorded appropriate real estate closing documents through E-recording, to ensure the timely disbursements of customer payments.
Assisted potential home buyers in assessing their mortgage readiness which included budget, credit, and financial management counseling.
Tracked cases, conducted periodic follow-ups via email, mail, or telephone until a resolution was reached while maintain full and accurate case files in the proper databases for reporting purposes.
Worked as a team member in supporting the mission and goals of the organization.
Assisted in the development and implementation of the RADA Pre-purchase counseling program for first time homebuyers.
Packaged and Submitted USDA 502-Direct Home loan applications on behalf of potential program qualified clients in accordance with USDA guidelines.
Processed and submitted applications for the Community Partners Loan Pool homebuyer assistance program administered by the North Carolina Housing Finance Agency.
Coordinated and facilitated pre-purchase homebuyers education workshops that provided homebuyers with a HUD approved 8 hours of education reviewing the entire home buying process.
Conducted one on one Financial Coaching sessions with clients as requested. After assessment, assisted in setting short and long-term financial goals.
Proactively took the lead on several tasks without being assigned and acted as the lead counselor in the absence of our Executive Director.
On the team at RADA recognized by NCHFA for outstanding performance by assisting over 7000 homeowners to avoid foreclosure through the NC Foreclosure Prevention Fund/Hardest Hit Fund.

Education

Associate of Arts: Business Administration, 05/2011
University Of Phoenix - City, State

Graduated with 3.8 GPA

Certifications

· USDA Rural Development Sec 502 Direct Loan Packager Certification

· Neighbor Works Credit Counseling for Maximum Results (2017)

· Neighbor Works Maximizing Client Workflow for Maximum Results

· Neighbor Works Lending Basics for Homeownership Counselors

Neighbor Works NCHEC Pre-Purchase Counseling Certification (2016)

· Neighbor Works HBE Methods Train the Trainer (2016)

Neighbor Works Foreclosure Basics (2013)

· NHNLA FORECLOSURE COUNSELING CERTIFICATION (2013)

· NHNLA Fundamentals of Pre-Purchase Counseling (2014)

· Neighbor Works Fair Housing: What Professionals Need to Know (2015)

· Neighbor Works Client Management &Tracking with CounselorMax

· Neighbor Works Home Equity Conversion Mortgage Counseling (2015)

NC Licensed Notary Public

License expires September 2021

Experience Notarizing Real Estate/Loan Documents

Resume Overview

School Attended

University Of Phoenix

Job Titles Held:

Mortgage Customer Service/Modified Specialist
Homeownership Selection Coordinator
Housing Program Manager/
Sr. Housing Counselor

Degrees

Associate of Arts : Business Administration , 05/2011

Mortgage Customer Service/Modified Specialist Resume Example

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