SHERITA D ROSS

**** ****** ** *** ***

Plano, TX 75074

actawp@r.postjobfree.com

469-***-****

OBJECTIVE

To obtain a challenging position within a thriving company that offers advancement opportunities, and allows my background, experience, and training to be an asset to serving the customer and the company as well.

EXPERIENCE

Beal Bank Plano, TX, November 2015 - December 2015

Document Review Processor

Completed full and thorough review of mortgage loan files to verify each file contained all application, loan processing and closing documents. Evaluated various loan types including Fixed Rate, Adjustable rate (ARM), 2/28 ARM loan, Daily Simply Interest (DSI), Interest Only, and Balloon Note loans for accuracy.

Examined the calculations on ARM loans including index, margin, initial rate change cap, lifetime rate ceiling, and LIBOR.

Requested collateral file in order to obtain physical copy of documents when unable to locate via imaging system. Documented file once review completed to advise whether all documents were present in file and all documents are accurate.

First American Mortgage Solutions Westlake, TX, September 2015 – November 2015

Mortgage Loan Processor

Performed Post Close Quality Control functions for loans recently

closed by lender clients for reverification purposes.

Received loan files into work queue and processed reverifications of

mortgage, employment, income, deposit, gifts, and rent.

Contacted third parties including banking institutions, employers,

and customer associates in order to confirm the validity of

information provided by the borrower.

Forwarded verified data to lender upon achieving a completely verified loan file

CitiMortgage Inc. Irving, TX, November 2002 – July 2015

Single Point of Contact (SPOC)

Process requests for mortgage assistance via a pipeline of over 75 1st and 2nd mortgage loans. Make outbound calls to borrowers in all stages of the assistance process (doc chasing, submission to underwriting, decision, monitor payments, awaiting final mod) and advise of information and date need from them in order to move the process forward as well as keep them abreast of the status of their account.

Review loan documents received and verify documents meet the necessary requirements per company and investor (FHA, VA, Fannie Mae, Freddie Mac, Private and Risk) policy and procedures.

Applied legal and government procedures for Bankruptcy (Chapter 7 & Chapter 13) accounts in default seeking mortgage assistance while working extensively with Bankruptcy Attorneys and Trustees.

Submit files to underwriting that have been reviewed and is verified as a complete package and all documents have been received.

Receive inbound calls from borrowers and answer all questions and concerns regarding assistance process.

Assisted borrowers currently in ARM loan in transitioning to fixed rate mortgage through education and execution of loan modification.

Update borrowers' single point of contact with results of customer interactions.

Customer Service Escalations

Performed account maintenance duties and processed payments as needed.

Handled escalated calls for customer service.

Explained simple and complex issues to mortgage customers regarding escrow, taxes, and insurance.

Updated borrowers on the status of ARM loans regarding interest rate status and changes as well as overall concept of ARM loan servicing.

Initiated inquiries for customers dealing with research issues.

Served as liaison between customers and research representatives.

Mediated specialist for the research department applying misapplied funds.

Utilized resources available to generate additional revenue.

Assisted in Cash Processing departments appropriating funds accordingly when posted in error. Researched funds to determine extent of posting error. Arranged funds on customer’s account correctly.

Membrus.com (Formerly MMG Direct) November 1997 – October 2002

Call Center Supervisor

Supervised a team of 10 to 20 employees.

Interviewed job applicants and hired qualified candidates for department openings.

Implemented management directives, trained and re-trained employees, facilitated role-play and administered discipline when necessary.

Handled all escalated calls from customers and host financial institutions.

Evaluated employees by conducting daily monitoring of yearly performance reviews.

Enforced department rules, policies, and recommended policy changes.

Administered client directives, and department procedures.

Monitored and scored customer calls and provided employee feedback.

Reviewed all incoming e-mails from customers, and clients and responded accordingly.

Customer Service Representative

Entered credit card application information for new potential Master Card customers and advised potential customers of application status.

Received inbound calls regarding existing credit card account and new offers.

Explained all credit card products and programs

SYSTEMS AND APPLICATIONS EXPERIENCE

Microsoft Office Safe Act Certified

FileNet Imaging MAT Tool (Mortgage Application Tool)

DRI Citi link/AS400

OCS Customer Service Workstation

Serena Business Manager Right Fax

Loan Tracker Onbase Review

VendorScape Pacer / DMM Portal

EDUCATION

Lake Providence Senior High School, Lake Providence, Louisiana, May 1986

Act Travel School, Pompano Beach, FL June 1988

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