CURTIS E. CHARLESWELL

**** ****** *** #*** *** Nuys, CA. 91401 acrvs3@r.postjobfree.com 323-***-****

Professional Strengths:

Experienced and goal-driven professional within the financial and mortgage servicing industry with a commitment to excellence, accomplished in problem solving, streamlining operational guidelines and meeting all operational benchmark deadlines. Systematic and detail oriented, proficient in Microsoft Office software, AS400, RTA, Canvas, WFM, NICE, LPS, Calyx Point, and DU/LP. Reliable and accountable with exceptional organization, communication, and a strong believer in maintaining a professional and positive attitude under any circumstances. Experience working in call center environments for customer service banking, mortgage loan processing and home retention collections industries totaling over 10 years of experience.

Key proficiencies include:

Demonstrate strong leadership skills with the ability to motivate, lead, and inspire

Great interpersonal and telephone etiquette with the ability to communicate professionally and clearly

Ability to multi-task and keen attention to detail

Familiarity of regulatory guidelines programs- Fannie Mae, Freddie Mac, FHA, VA, Jumbo and conventional programs.

Team player that can also work effectively independently

Highly organized individual with impeccable time management skills

Ability to quickly learn and apply knowledge of new skills

Outstanding customer service etiquette along with keen capability in problem solving matters

Computer skills working with various of operational software within call center environments

Conflict resolution and capability of working in a fast pace environment under pressure and deadlines.

Professional Experience:

Bank of America/ Urban Lending Solution – Mortgage Retention Manager April 2010- July 2015

West Lake Village, CA

Awarded Mighty Manager Award for outstanding performance achievements

Assist in developing elite, goal driven, and knowledgeable associates to properly service call volume

Implement and monitor action plans for the staff to enhance productivity, performance and quality

Facilitate team huddles and meetings to assist in deploying policy and procedure changes/ updates.

Track call volume and service levels in all queues to address staff and identify areas of opportunity

Assist leadership team in analysis of reports and provided feedback for follow-up depending on findings

Manage teams when leadership coverage is required, managing attendance and timesheets process.

Monitor Canvas, RTA and C4 chat and address associate behaviors, all across call center floor as needed in order to gain maximum productivity, use of WFM for staff planning, forecasting, and scheduling.

Continue to develop strong relationships with management, staff and customers to drive productivity in all lines of business; fluent in FDCPA, TCPA, and CFPB collection regulations

Answer procedural questions, handle over 30 escalated calls and follow-ups on a daily basis, setting the benchmark for professionalism and consistency

Knowledgeable in the components of foreclosure and chapter 7 & 13 bankruptcy proceedings

Leverage core values and work diligently to ensure peak operational performance on a daily basis

ING Direct Mortgage - Loan Processor Specialist March 2006- February 2010

Santa Monica, CA

Responsibilities included opening, creating, and processing conventional, FHA, and VA incoming loan submissions to be built and then moved onto proper queues

Review loan application to analyze credit reports, income summaries, and employment status to be in accordance with underwriting guidelines.

Complete opening process by importing applications, calculating fees, reviewing notes, conclude with proper policies, and verify conditions of loan approval- income/ asset documentations.

Classify broker contacts, convey estimated closing cost into loan documents, and print out forms to be mailed out to the applicant(s)

Finalize the process for denied/ withdrawn applications corresponding to the ordain policies and procedures

Familiarity with Good Faith Estimate (GFE), Truth in Lending (TIL), and disclosure requirements.

Resolved routine title issues, vesting issues, judgement on liens, and resolving appraisal disputes.

Multi-task between work applications on numerous work assignments on a daily basis

Ensure that policies and procedures are adhered to as outlines in the Secure Home Lending Policy

Washington Mutual - Telephone Online Banker Specialist Lead February 2004- March 2006

Chatsworth, CA

Stayed attentive and responsive to customers, co-workers, and managers demand in regards to banking procedures and policies.

Managed a team of over 20 associates on a given day, reviewing work shifts, dropped calls, scheduling team reviews and daily work flow

Addressed inbound call inquiries while also multi-tasking to assist on inbound email and chat inquiries

Required to cross sell 3 to 5 checking/savings accounts, CDs, loans, and credit cards

Joined the internship program in becoming a Platform Technician

Participated in the manager's training program and assigned trainer for new hire associates

Assigned to the escalated queue and assisted on over 60 escalated calls per day

Reviewed customer accounts for detection or possible prevention of possible fraud activities, thoroughly researching and analyzing the accounts activities to detect the level of risk or fraud types

Handled routine banking transactions requested by the customers on checking, savings, and CD accounts.

Education:

DeVry University

West Hills, CA

Associate of Applied Science in Electronic and Computer Technology

References Available Upon Request

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