Customer Service Insurance
Resume:
KEATON D. GOODE
P.O. Box ******
Chula Vista, CA 91912
*.*****@*******.***
SUMMARY
Experienced Senior Loan-Servicing professional with successful track record
in Auto and Finance Industry. Versatile background in regional center
collections, operations,loan processing, credit analyzing, and dealer'
lending and funding.. Key strengths include eagerness and promptness;
practical, articulate, and creative with proven ability to solve difficult
business problems; leadership skills and awareness as well as effective
negotiating skills. Exceptional at problem solving, accomplishing goals by
utilizing plans and strategies, administering and monitoring
systems,procedures and reports; analyzing, auditing and reporting of
financial gains and losses.
*Special Interest in Banking, Accounting, Finance and Operations
PROFESSIONAL EXPERIENCE
Stewart Home Loans/High Tech Lending, San Diego, CA
Sept 10-Nov 2010
Mortgage Banker
Handled clients interested in a home loan, explained all loan products
available to them. Guided loan applications through the home loan
application process till its completion. Must be extremely knowledgeable
about different loans as well as current special interest rates or other
information that could be helpful to the customer when choosing a loan.
Profound working knowledge of underwriting requirements for FHA,VA, FNMA,
FHLMC, local boding programs, and private investors.
Must evaluate the financial history and current situation of applicants.
For customers with not-so-good credit, must find loans which work for the
applicants and which the applicants will be able to repay.
In-depth familiarity with local, state and national laws (e.g. zoning
ordinances, Truth-in Lending, RESPA
Reviewed new loan guidelines, programs, updates and changes and assisted
operations personnel in processing and closing loans.
Interviewed and pre-qualified prospective borrowers.
Informed borrowers and related parties of loan options, market conditions,
documents and other requirements needed to close loan.
Advised borrowers of lock-in policy and ensured lock requests were
completed accurately.
Thorough knowledge of pricing and underwriting requirements of various
mortgage insurance companies.
WELLS FARGO DEALER SERVICES (WACHOVIA), San Diego, CA
2009-2010
Senior Loan Service Counselor
Headed a collection team of six collectors and a que portfolio of 4.5
million, with emphasis on customer contact and delinquencies, recovery
gains and losses, negotiable terms, and controlling five different levels
of productivity.
Combined knowledge of company products, services, policies, procedures and
collection systems.
Evaluated and concluded on customer's financial situations and obligations
as well as the bank's financial standings and presented possible solutions
to all parties involved.
Fulfilled goal of 12/12 months of breaking the office low of a 2.0 in
potential delinquency.
Negotiated terms for prompt payments and resolution for all issues in the
Regional Collection Center including returned payments and/or restructuring
of loan.
Qualified customer's for monthly deferments and extensions.
Teamed with Operations and Credit to monitor and control loans that were
being bought.
Determined demographic location and information for debtors via online
searches, phone interviews, and a large array of skip tools. i.e. Fast
data, Lexis Nexis and Social Search.
Reviewed and delivered corporate spreadsheet and reports to team that
illustrated daily calls made, contact rate, accounts reviewed, and hourly
production rate shown by funds collected and time scale.
Surpassed all predetermined goals for average daily delinquency, potential
delinquency, and net charge off ten out of twelve months for 2009.
WACHOVIA, San Diego, CA
2008-2009
Loan Service Counselor
Collected all degrees of designated accounts in the Regional Collection
Center, while maintaining good customer service level, being an effective
team member, and a striving leader for the office. Effectively solved
problems in an effort to resolve account delinquency and prevent losses.
Fulfilled detailed calls, reviewed, and worked over 90 collection accounts
on a daily basis including 1st pay defaults and previous repossessed
automobiles.
Placed 1st in the office among collectors five out of twelve months in
2008.
Reached top performance bonus payout for all three category's: average
daily delinquency, potential, and net charge off for all of 2008.
Managed great customer service skills while initiating outbound calls and
receiving inbound calls from customers, dealers, and insurance companies
and routing to proper individuals and/or departments.
Determined account resolution at a high level, accurately documenting
conversations including legal and third party.
Escalated calls to RCC Management Team as needed.
Performed advanced loss prevention activities, assigned field chase
request, and initiated first step of account settlements.
Supported the impounding or repossession of vehicles. May represent the
company in legal proceedings.
WACHOVIA, San Diego, CA
2007-2008
Operations
Loan processor. Development of strong dealer and customer relationships
that were, have been, and will always be equally beneficial to all parties.
Authenticity and verification of all documents, pay inquiry, job and
residence verification.
Loan and Document Constructing and Imaging.
Processing of bank, dealer, and third party invoicing.
Incoming/outgoing email distribution to corporate and clientele.
Top SLA performance scores based on volume and turn-around time in the
southwest region.
Processed prime and non-prime paper from all San Diego County dealerships.
Conducting of audits for loan processing department, imaged files, and
dealership files.
Prepared all documents that involved proof of income, depreciation values,
and insurance cost and fees.
Originated quality based phone interview with customers and dealers.
Conducted and participated in corporate production meetings and credit
incentive meetings.
Top-ten loan processor for each quarterly rating period. Exceeded all
performance goals and received 100% of all three categories for number of
loans funded, 97% error free level of completion, and applications booked a
month.
SAN DIEGO CENTER FOR CHILDREN: CLARK ADOLESCENT TREATMENT CENTER 2007-
2007
Child Development Counselor
Supervising twelve to twenty four children. Group Counselor. Monitoring and
giving hands on experiences to children who have been fostered to the
courts and that now reside in a level fourteen facility. Giving guidance
and portraying traits of a friendly positive role model. Sponsored mentor
assigned by the city of San diego.
Teaching the youth problem resolution, conflict management and how to
communicate needs in a positive way, as well as effective decision making
skills.
Collaborated with team members to provide a safe environment 24/7.
Building a solid foundation for the children.
COMPUTER AND PROGRAM LITERACY
Well versed in MS Word, MS Excel, MS Frontpage, Power Point, Internet etc.
Proficient in mortgage systems: Cimmaron, Calyx, Marksman Pro, Experian,
Credit Solutions.
Efficient in various types of operating systems; Linux, UNIX, Windows
Vista, Windows NT/XP/2000 etc.
Comfortable to work in PC environments.
EDUCATION
2010 M.B.A., Accounting-University of Phoenix. San Diego, California,
Expected Completion 07, 2012
2006 B.S., Business and Management-University of Redlands. Redlands,
California
2004 Associates Degree-Southwestern College. Chula Vista, California
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