Customer Service Real Estate

DONALD CORDERO

***** ****** ******, *******, **. 94536

Home: 510-***-**** ~ Mobile: 949-***-****

E-mail: ***********@*****.***

SUMMARY OF PROFILE

Accomplished Mortgage Banking Professional with demonstrated experience in the areas of operations

and staff management. Results-oriented with the ability to coordinate multiple projects and teams

simultaneously, together with the skill to effectively manage departmental staff of all levels and diverse

backgrounds.

• Customer Service Experience • Project Management • Business Analyst

• Problem Resolution • Asset Management • Calling Campaigns Strategies

• Staff Supervision • Credit Scoring • Loan Portfolio Assessment

• Due Diligence Performed • Secondary Marketing • Liaison Advisor

PROFESSIONAL EXPERIENCE

JPMORGAN-CHASE, Chatsworth, California

Negotiator III, 2008 - 2011

• Responsible for managing an overall pipeline of 60-70 Short Sale Accounts on a monthly basis.

• Reviewing each deal for possible loan modification prior to suggesting a short sale.

• Evaluate each loan for possible HAFA Government Program.

• Negotiate Short Sale Price and contract terms on pending real estate offers to mitigate losses.

• Reviewed property values in question and presented brief synopsis of the Fair Market Value.

• Assessed contractor bids, made recommendations to management as to where or not offer was

justified.

• Monitor real estate agent’s performance and provide marketing direction.

• Evaluate the Broker Price Opinions and/or appraisals to determine the most economically beneficial

marketing strategy.

• Prepare payoff figures and written synopsis for all real estate transactions presented to management

for approval.

• Reviewed and analyzed 1003, HUD-1, W-2’s, Credit History, RE Contract and BPO to confirm

hardship of the customer.

CITI RESIDENTIAL LENDING, Rancho Cucamonga, California

Home Retention Specialist III, 2007 –2008

• Manage portfolio of over 150 accounts on a monthly basis.

• Negotiate Short Sale Price and contract terms on pending real estate offers to mitigate losses.

• Monitor real estate agent’s performance and provide marketing direction.

• Evaluate the Broker Price Opinions and/or appraisals to determine the most economically beneficial

marketing strategy.

• Prepare payoff figures for all real estate transactions presented to management for approval.

• Monitor accounts for Bankruptcy Activity or Foreclosure Sale Dates.

• Reviewed and analyzed 1003, HUD-1, W-2’s, Credit History, RE Contract and BPO to confirm

hardship of the customer.

BNC MORTGAGE/LEHMAN BROS INC., Irvine, California

Customer Service Supervisor, 2000 – 2007

• Managed the Early Payment Default and existing portfolio to minimize total risk.

• Held monthly meetings with Mortgage Loan Brokers, servicing company, and various departments

to discuss overall issues, and developed remedies for each problem.

• Analyzed business models to increase overall customer and vendor knowledge.

• Reviewed Call Center Strategies with loan servicing team to ensure tactics, coverage and portfolio

penetration are all accomplished. Weekly account audits were performed to assure RESPA

Guidelines were in compliance.

• Supervise a staff of seven, assigning tasks and monitoring workflow to ensure proper handling of

each account in a timely manner.

• Interviewed, hired, and trained department employees.

• Perform regular employee evaluations that provide constructive feedback.

• Institute dynamic employee recognition and reward programs that motivate staff.

• Promptly address any complaints and staff issues, initiating disciplinary measures as appropriate.

• Tracked and monitored all departmental activities and results, maintaining detailed records and

producing comprehensive reports for senior executives that were vital to overall organizational

decision-making.

OPTION ONE MORTGAGE, Irvine, California

Collections Supervisor, 1995 – 2000

• Managed the Early Payment Default and existing portfolio to minimize total risk.

• Held monthly meetings with Mortgage Loan Brokers, servicing company, and various departments

to discuss overall issues, and developed remedies for each problem.

• Analyzed business models to increase overall customer and vendor knowledge.

• Reviewed Call Center Strategies with loan servicing team to ensure tactics, coverage and portfolio

penetration are all accomplished. Weekly account audits were performed to assure RESPA

Guidelines were in compliance.

• Supervise a staff of seven, assigning tasks and monitoring workflow to ensure proper handling of

each account in a timely manner.

• Interviewed, hired, and trained department employees.

• Perform regular employee evaluations that provide constructive feedback.

• Institute dynamic employee recognition and reward programs that motivate staff.

EDUCATION

CHAFFEY COLLEGE-DEGREE IN PROGRESS, Chino, California

EDUCATIONAL TRAINING

Fair Credit Reporting Act (FCRA)

Real Estate Settlement Procedures Act (RESPA)

Fair Debt Collection Practices Act (FDCPA)

HAFA Qualified for Short Sale Transactions

Time & Performance Management Classes

COMPUTER SKILLS

Proficient with: Windows, Word, Excel Level II, CPI/Alltel System, LenStar, Vision & Davox Dialer

System, Internet, Microsoft Outlook and Lotus Notes.

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