Sr. Mortgage Servicing Specialist Resume Example
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SR. MORTGAGE SERVICING SPECIALIST
Professional Summary
Knowledgeable and dedicated Sr. Mortgage Specialist with 10 years of experience working in Banking and Finance. Trained in project and time management with extensive knowledge of compliance, consumer lending and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.
Skills
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Work History
Sr. Mortgage Servicing Specialist 04/2019 to Current
Seacoast National Bank – Eustis , FL
Seacoast National Bank – Eustis , FL
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Completed research to ensure compliance with relevant federal, state and investor agreements.
- Reviewed loan files and updated to match current standards.
- Worked with underwriters to fix application problems and resolve issues.
- Remained updated with latest information related to mortgage products and services being offered.
- Explained legal aspects of loan to borrower, as well as payment terms and clauses.
- Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
- Developed and maintained relationships with local real estate agents.
- Resolved problems, improved operations and provided exceptional service.
- Answered 50 calls per day to assist with customer questions and concerns
Sr. Collection & Recovery Specialist08/2016 to 10/2018
Bank Of America – City , STATE
Bank Of America – City , STATE
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Counseled debtors on payment options and arranged installment agreements.
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Trained new team members on scripts, company services and performance strategies and provided mentoring.
- Used probing techniques to determine debtors' reasons for delinquency.
- Handled 100 outbound and inbound calls daily with goal of collecting owed debt.
- Researched accounts and completed due diligence to resolve collection problems.
- Researched, analyzed and settled 20 disputes per week.
Sr. Complaint Resolution Specialist06/2014 to 08/2016
Bank Of America – City , STATE
Bank Of America – City , STATE
- Assisted management with keeping team working efficiently.
- Used critical thinking expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Met all customer call guidelines including service levels, handle time and productivity.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Handled 50 calls per day to address customer inquiries and concerns.
- Exceeded goals through effective task prioritization and great work ethic.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals 20%.
- Promoted to Sr. Collection & Recovery Specialist
Escrow Specialist08/2008 to 06/2014
Bank Of America – City , STATE
Bank Of America – City , STATE
- Followed industry standard escrow procedures and maintained awareness of regulations governing escrow process.
- Checked signatures and legal descriptions for accuracy and integrity.
- Prepared documents for closing and handled complete disbursement and follow up of escrow transactions.
- Reviewed and edited loan agreements to promote efficiency and accuracy.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Communicated with local tax authorities and insurance companies to obtain property tax information and verify HOI.
- Trained staff on operating procedures and company services.
- Promoted to Sr. Complaint Resolution Specialist
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Resolved average of 10 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume
Education
High School Diploma05/2009Desoto High School& Isteam3d-
City,
State
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Resume Overview
School Attended
- Desoto High School& Isteam3d
Job Titles Held:
- Sr. Mortgage Servicing Specialist
- Sr. Collection & Recovery Specialist
- Sr. Complaint Resolution Specialist
- Escrow Specialist
Degrees
- High School Diploma 05/2009
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