Enter a casual, fun and nurturing workplace where employees are encouraged to develop and enhance their skills, take advantage of training, and work on exciting projects with significant amounts of responsibility. To be successful in a challenging career that will allow me to continually learn, as well as gain experience, in different facts of business with the opportunity for professional growth. Qualified Customer Service Manager offering a record of successful job performance, prove problem solving ability and experience developing and implementing innovative solutions.
Exceeded corporate target for customer satisfaction for 6 months in a row.
Perform Quality Control (QA and QC Senior) reviews on the mortgage servicing and government loan modification processes to ensure company compliance of federal, state, and investor guidelines. Verify company loan servicing policies and procedures are adhered to. Conduct target reviews to validate the implementation of process improvement projects. I have at least three years mortgage servicing experience and familiar with the LPS system (Fidelity). I perform Quality Control audits accurately and as scheduled by their supervisor, in accordance with the Servicing Quality Control Plan, Prepare monthly QC Summary and Exception reports, Clearly document audit exceptions for management review recommend for monitor and follow-up on corrective action plan if applicable in order to improve loan servicing processes and procedure ability to analyze and identify areas of process improvement perform target reviews as directed by the QC Supervisor or Manager. I have the knowledge and understanding of the entire loan modification process including documentation required, loan terms, approvals required, ARM adjustments, capitalization, and investor reporting. I have the knowledge in all areas of default including Loss Mitigation, Foreclosure, and REO Ability to document exceptions in a clear and concise manner and effectively communicate findings to management. Capacity to identify potential issues resulting in the creation of target review able to work with limited supervision. I'm a team oriented and able to work across departmental lines in order to ensure the Quality Control Plan is adhered to. Provided cross training to 25 to 30 staff members per month.Trained staff on how to improve customer interactions.Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
Inbound and outbound call functions with creative loss mitigation were my primary focus, which may be unique based on clients needs. Responsibly include front end loss mitigation to include identifying what workout would best suite a borrower and collecting all necessary documents for a workout. To verify that the department will review the workout package to ensure all documents have been executed (signed, dated, etc) and returned. I also verify against a checklist that all documents are in the file and identify any missing or incomplete documents. I have strong administrative/clerical skills and any mortgage document background knowledge. Providing answering foreclosure related inquires, initiating plans (i.e. repayment, mod trials) making outbound calls via the dialer and manual outbound if needed and I identifying loss mitigation candidates when collection is not possible and collecting payments via check by phone, money gram, western union, etc. Analyzes customers situation and collateral risk to present alternative solutions including Special forbearance Plans, Repayment Plans, Modifications, Assumptions, Pre-foreclosure / Short Sales, and Deed in Lieu. I coordinate activities with Home Retention Fulfillment to insure timely and accurate responses, decisions, and resolutions during the loss mitigation process. Negotiates and pursues appropriate loss mitigation option which best maximizes customer satisfaction and investor return. I also provide guidance to the co-worker, assessing each agents need for further training. Provide leadership and act as a role model for co-worker and to provide excellent customer care at all times.Led a team of customer service representatives to increase service center profitability.
HPO Specialists will adjust their daily processes and operations to continue to support the dream of home ownership. As part of the national HOPE NOW Alliance, utilizes the HPO department to provide escalated, high exposure customer service and customized loss mitigation for at-risk, borrowers to prevent foreclosures and minimize company loss. Specialists work with borrowers and third parties as described above, via dedicated phone, fax, and email and written correspondence, in addition to offering face-to-face counseling at forums scheduled throughout the country. HPO serves borrowers and our community and government partners through direct contact that will provide personal, immediate attention. Also Performs loss mitigation resolution efforts on all referrals in a foreclosure status and prior to foreclosure, and/or post-foreclosure sale status to achieve most effective resolution of non-performing loans. Logical progression of collection and loss mitigation efforts, as defined by department policies and procedures must be consistent and be performed on all loans for which responsible. Actively negotiates with borrowers or borrower representatives in order to finalize the best retention solution possible. I process all HRFT Workouts, Presents findings to Management and/or investor, with proposed recommendations as applicable. Maintain all department productivity and quality standards. I perform other duties and special projects as business needs are required. I have knowledge of Fair Debt Collection Practices Act and all company policies. I have the understanding of quality and productivity requirements. I have thorough knowledge of account recognition and handling procedures. I have a good understanding of foreclosure processes and laws. I have general understanding of title and escrow analysis. I have general understanding of payment amortization and capitalization. I have conducts specialty account handling procedures where applicable Review of each account's financial hardship, including detailed pay history review, foreclosure rules and guidelines. Determine financial capacity and commitment of each homeowner. Provide customized modification solutions in order to provide the right solution for the homeowner increasing overall portfolio homeownership. Responsible for clearing conditions and issuing changes to the terms on previously approved loans. Responsible for but not limited to verifying conditions of approval which may include, customer income/assets documentation, resolves routine title issues.(FHA,VA, CONV and Bond Loans) Closing knowledge / experience knowledge of mortgage financing regulations/ policies and guidelines Ability to maintain pipeline of 30-40 loans. Customer Service Oriented Excellent communication and COMPUTER SKILLS Team player Detail oriented with a keen since of urgency Organized Dependable Ability to function in a fast pace environment. Partner with the Loss Mitigation/Loan Resolution Specialist to transition and manage accounts when a severity/frequency mitigation deal is the optimal solution. Work with attorneys and foreclosure vendors to assure fees/costs, Timeliness and guidelines are handled appropriately and timely. I am analysis of loan history, asset attributes, and customer contact to determine whether modification is appropriate. Manage process and portfolio to maximize completed modifications that perform long-term... Manage foreclosure fees/costs and timeliness for loans in active portfolio. Provide instruction to attorneys to hold, cancel, postpone, or proceed with foreclosure sale.
Assist Customers with account information. I review home loans with customer explaining term and condition of loans. Escrow, taxes, tiles deeds on homes, and insurance. Modify customer information via on line systems. Offer products that would benefit customers with selected plans. Upgrade account plans. Assist customers with billing disputes. I have strong written/ verbal communication skills. I extensive experience managing in an Inbound / Outbound call center and / or Collection Support environment. Demonstrated “Spirit” based leadership and strong performance against Banks Leadership model guide. I have ability to manage multiple, competing priorities to completion, on time and within budget constraints. Prove ability to engage and positively influence associates and peers. Able to identify, attract and retain key talent. Resolve complex inquiries and complaints from customers. Perform extensive research to reach a decision on certain account issues. Maintained customer records and produced reported for center quotas. I have authorized retention of data and preparation of documents for use in refinance on homes loans. Ability to work with the existing Portfolio Manager System, MortgageServ, and FIS Desktop in order to manage the visibility of accounts within a portfolio, track and update notes to drive contact and timeline efficiency, and design and execute loan modifications. Utilize Skip Tracing tools to drive contact, and ultimately reduce delinquency. Updated and since out title on the paid in full account. Calling and setup up appointment on title with the Reg.Z of the state guideline
Account payable and receivable for the Katrina victim. Process insurance related correspondence for Fannie Mea and Freddie Mac. Resolve service inquiries from customers in an accurate manner. Work with various departments to solve issues. Maintain good working relationship with internal as well as external insurance companies. Audit accounts to ensure that adequate and proper hazard and flood insurance is maintained on various lenders mortgage properties. This includes sending accurate letters; data entry, customer s service and timely payment of insurance premiums for all impound account, as well as, Lender placed when necessary. Process insurance refunds checks as well as issue manual checks. Complete miscellaneous projects as assigned. I review insurance data and report trends to management.
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