Customer Service Data Entry
Resume:
Antoinette M. Fryer
Jacksonville, FL 32244
Email: *************@***.***
Object: To obtain a position that will not only utilize my education and experience,
but will also provide opportunities for future advancement, while becoming an asset
to the company.
Experience:
Loan Review Analyst (Forensic Underwriting ) May 2013 to July 2013
Digital Risk
• Review and recalculate asset documentation per guideline requirements
• Review employment documentation and re-calculate income
documentation for completeness and accuracy per guideline
requirements
• Review title commitments and policies
• Appraisal review for guideline and USPAP compliance
• Verify proper licensing of parties to loans being reviewed
• Review and analyze borrower’s mortgage applications, credit reports
and related documents
• Review and analyze real estate purchase contracts
• Review state and federal disclosures for compliance
• Analyze individual loan files and determine compliance with applicable
lender guidelines
• Perform in-depth research to document critical credit documentation is
accurate (income, employment, occupancy, credit, assets, valuation,
contract, HUD-1, interested party involvement)
•
Loss Mitigation Underwriter January 2013 to May 2013
Digital Risk
• Responsible for fully under-writing Loss Mitigation Files
• Maintain expert knowledge of all Conforming and Non-Conforming investor
procedures.
• Effectively communicate with Loan Consultants on approval decisions.
• Review and evaluate the validity of workouts.
• Monitoring and follow-up on required corrections
• Approval or denying of Loss Mitigation workout files
Pre-Sale Foreclosure Specialists October 2012 to January 2013
Pionear (Bank of America)
• Managing Pre-Sale Foreclosure processes
• Prime and Subprime Loans for FHA, VA and Conventional Loan types
• Maintaining a high level of quality service with internal/external customers
• Managing a full portfolio of time-sensitive loans
• Communicating with internal departments
• Government Agencies, External Vendors, Attorneys, Mortgagors and third-party interest
via telephone and written correspondence.
Mortgage QA Analyst/Auditor July 2012 to October 2012
Apex (Wells Fargo)
• Participates in basic audit projects as directed.
• Responsible for developing and applying basic audit skills
• Performing audits of mortgage servicing activities, identifying audit findings, and making
recommendations to management.
• Informs management of situational issues that might compromise objectivity and/or
independence.
• Reviews loan documentation, exceptions, and files - individually or in aggregate
• Determine if programs, processes, and documentation are in compliance with internal
company requirements, insurer guidelines, investor requirements, and/or government
regulations.
• Function will focus on Foreclosure and Bankruptcy servicing, but may also cover one or
more of the following areas: regulatory compliance, fraud, fair lending, and mortgage
servicing in general.
• May evaluate overall loan documentation and system documentation to determine
investor, and/or regulatory issues.
• Ensures corrective action on exceptions and problems identified, required data is
accurately input, and proper procedures were followed.
• Ensures identified risks and/or problems are clearly documented and interacts with the
appropriate parties for timely resolution.
• May act as a subject matter expert for the business units.
Account Manager May 2011 to July 2012
Homeward Residential/American Home Mortgage Servicing Inc.
• Performs loss mitigation resolution efforts to achieve most effective outcome on non-
performing loans or those at risk of imminent default
• Facilitates workouts consistent with investor hierarchy and departmental policies and
procedures
• Effectuates proactive communication with customer and/or customer's agent throuout the
loss mitigation workout process
• Responsible for adherence to scheduled inbound call service coverage and timely
response to customer voice mails in accordance with departmental expectations and
timeframes
• Ensure all required documentation has been received and necessary steps completed prior
to processing referral
• Review all workout decisions to verify that the terms are in the best interest of the
customer and investor and provide alternative terms and justification for changes
• Initiates discussion with customer in order to review workout terms and answer any
questions expressed
• Solicits customer for other workout solutions in cases where initial workout option
request was denied
• Maintain all department productivity and quality standards
• Maintain thorough knowledge of all company and departmental policies and procedures
as well as certification in Fair Debt Collection Practices Act
• Possess working knowledge of mortgage operations including foreclosure, bankrutpcy,
title, escrow, payment amortization, capitalization and other applicable business practices
• Perform other duties and special projects as business needs requires
•
Loan Consultant April 2010 to May 2011
Homeward Residential/American Home Mortgage Servicing Inc.
• Performs loss mitigation resolution efforts on all referrals in a foreclosure status and prior
to foreclosure, bankruptcy 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
polices 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.
• Process all HRFT Workouts
• Presents findings to management and/or investor, with proposed recommendations as
applicable.
• Maintain all department productivity and quality standards.
• Knowledge of Fair Debt Collection Practices Act and all company policies.
Understanding of quality and productivity requirements.
• Thorough knowledge of account recognition and handling procedures.
• Must have a general understanding of foreclosure and bankruptcy processes and laws.
• Basic understanding of title and escrow analysis.
• Basic understanding of payment amortization and capitalization.
• May send loss mitigation packages to borrowers along with gathering required data.
Mortgage Support Specialist October 2009 to April 2010
Aerotek/American Home Mortgage Servicing
• Reviewing files for accuracy on Mortgage Loan Documents.
• Shipping Mortgage loan Documents files to investors, such as Wells Fargo, Deutsche
Bank and Insurance Companies.
• Review Loan Mod for signatures and accuracy.
• Processing HAMP docs and notating the Borrowers Account
Customer Service Rep April 2009 to October 2009
ADT
• Receiving inbound phone calls from ADT technician on starting new accounts for
customers.
• I collect information from the technician such as the customer’s name, address phone
number, their package of choice and collect payment information.
• This includes a lot of data entry.
Mortgage Stacker August 2008 to April 2009
Wachovia
• Going through mortgage loan files making sure that all documents were signed and
dated.
• Making sure that the entire Borrower's information was needed to complete their loan
file.
• Data Entry (alpha & numeric).
• Taking and making phone calls from borrower's requesting information about their
loan status.
• Also received third party phone calls and emails about that particular loan on a
Borrower.
Mortgage Loan Processor February 2006 to August 2008
ACS
• Keying (12,000 key strokes) in mortgages loan number for Bank of America.
• Labeling loan doc type such as Hazard Insurance, Hud1, Property Taxes, Govt., Title
Policy, Notes, Insp, Logc, and etc.
• Assisting Borrowers’ with general information about their loan and providing them
excellence customer service on their loan.
• Checking and verifying customer information as well.
• Using P.C. and typing. Checking and verifying that the customer’s information is
correct, and doing a lot of Data Entry.
Customer Service Rep/Data Processor January 2004 to February 2006
Kelly’s Services
• Assisting customers 65 and older with general information about their Medicare.
• Provide Customer Service.
• Checking and verifying customer information using P.C. and typing.
• Processing and Encoding Checks for large banks such as (Bank of America, Vystar, and
etc).
• Checking and verifying that the customer’s information is accurate and correct.
Customer Service Representative June 2003 to January 2004
Household Card Services
• Checking customer accounts, making changes to their account, and assisting customer
with other general questions.
Education: High school Completion Diploma
School Name: Cornerstone Christian Correspondence School
Townsend, Georgia
Skills: Typing 35 wpm, Microsoft Excel, Microsoft office, Microsoft Word, Microsoft
Outlook, Microsoft Excel, key strokes 12,000(numeric)
Certificate: Quality of the Week and Month, completion of training, completing
Household workshop, Achieves expectation and greater quality, outstanding performance
and excellent customer service.
Contact this candidate