**/**** ** **/****

Addison, TX

VANESSA THOMAS

Summary

Analytical, result-oriented, self motivated professional with strong communication skills with over 10 years experience in mortgage, account management, claims processing, call center operations, and tax preparation. Highly proficient in providing quality, accuracy, developing creative solutions, and implementing objective decision making. Highlights

MS Office Systems

Mortgage Terminology

Quick Books

PTIN Certified Tax Preparer

Knowledge of VA,FHA, FNMA loan products

Analytical

Detail-oriented

Excellent communicator

Reliable

Experience

Loan Specialist

Countrywide/Bank of America

Sr. Workout Specialist 6/2008 - 5/2015

Responsible for reviewing current and defaulted loans 60+ days due. Reviewed credit, customer financials, BPO, and Appraisals. Made sure all tax, title, insurance and closing documentation was in place. Provided approval on modification terms.

Responded to customer, investor, and third party inquiries. Adhered to all federal and state compliance guidelines relative to retail mortgage lending. Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers. Effectively managed more than 250 client relationships. Researched insurance information and flood certificates. Implemented and distributed policies and procedures throughout department. Provided training and management procedures to new hires within department. A part of traveling team to review and underwrite mortgage loans in person through NACA Homesaver Program. Countrywide Home Loans

Tax/Escrow/ Insurance Specialist 5/2007- 6/2008

Request payment of homeowner's insurance and real estate property taxes. Assist with delinquency or tax liens placed against property for non-payment of taxes. Received calls and resolved issues regarding flood disputes. Increased departmental efficiency through research of escrow issues and procedures. Performed other work-related duties as assigned, which may include but are not limited to email and correspondence from customers.

Branch Servicing 8/2006 - 5/2007

Handled daily branch operations with customer contact and conflict resolution, including implementing and maintaining policies and procedures.

Assisted branch locations with credit approval, first payment disputes, and interest corrections. Reviewed and requested necessary corrections to closing documents. Applied loan administration knowledge (special loans, foreclosure, bankruptcy, payoff, investor guidelines, assumptions, etc.) for internal/external customers. Escalations 11/2005 - 8/2006

5905 Frontier Blvd #273, Mesquite, TX 75150 C: 469-***-**** acvhyl@r.postjobfree.com 11/2004 to 07/2005

Irving, TX

06/2003 to 06/2004

Addison, TX

Mesquite, TX, USA

Received and handled escalated calls regarding customer concerns from loan products. Provided resolution to customer concerns through interaction with internal departments. Accurately provided knowledge of mortgage banking, including knowledge and familiarity with RESPA. Customer Service Representative 7/2005 - 11/2005

Responsible for answering inbound calls regarding mortgage loans. Ensured customer needs and concerns were adequately met. Cross-referred mortgage loan products.

Established promise to pay, collected mortgage payments, and outstanding fees. Additional duties included written correspondence, research, and outbound dialing for internal departments. Monitoring Specialist

Brink's Home Security

Monitored homes for intrusion of burglary or emergency. Dispatched calls to emergency services.

Security monitoring license received 11/2004.

Accounts Management

Excel

Responsible for incoming calls from customers regarding their home phone service. Made outbound calls to customers on accounts whose services were 30-120+ days delinquent. Scheduled payment plans for customers.

Assisted with inquiries regarding service.

Offered additional features available with home phone service. Education

Finance

Eastfield College

Currently working towards Bachelor's degree.

Coursework in Accounting, Finance and Business Administration.

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