Manager Customer Service
Resume:
Resume of
CINDY ILISE ELKIN
abnmnz@r.postjobfree.com
OBJECTIVE: To bring my knowledge, experience and expertise in the financial industry
to a stable, exciting, fast paced and energetic workplace that will enable me to excel in a
team atmosphere.
SKILLS: Software- Genesis, Calyx Point, Encompass, Contour. Microsoft Word, Excel,
Outlook. Customer Service, Credit Analysis, Collections, Management, Training,
Staffing, Investor Relations, Broker Approval, Call Center, Telemarketing, Human
Resources, Property Management, Sales,Loss Mitigation, loan modifications,short sales
and deed in lieu.
WORK EXPERIENCE:
LOAN CORRECTION SERVICES INC.- BOCA RATON,FL
SENIOR NEGOTIATOR/CUSTOMER CARE-PROCESSING MANAGER.
6-08-present.
Call Center environment set up on direct dialer system. Leads purchased through
Internet sources. Work directly with sales team consisting of fifteen sales people, two
team leads and cold callers. Review lead sheet to see if possible deal then hand over to
closer.
Hire, train and manage a team consisting of openers, processors, negotiators and
customer service representative. Set up the processing center from initiation.
Review/underwrite all loan submissions prior to faxing to bank. Negotiate best possible
deal for borrower. Maintain pipeline reports monthly. Advise client of terms of approval,
repayment plan, forbearance. Oversee processing center for file flow, follow up with
clients and banks. Postponement of sale dates. Work with attorneys as needed.
4U DIRECT INC., DBA Nations Home Lending Center Inc, Residential Lending
Network Inc., Deerfield Beach Fl 1/06- 5/08
Underwriting/OPS Manager/Quality Control Auditor
Manage the daily operation of a medium sized Correspondent/Retail mortgage lender
licensed in 13 states. Hire, train and supervise operational staff from receptionist to
funder. Underwrite minimum of ten new loans daily for Fnma, Fhlmc, FHA, and Wall
Street Investors. Work with CEO and Board of Directors to maintain highest level of
profitability with current Investors. Responsible for roll out and training on new products,
daily correspondence with Investors and sales personnel for elimination of products,
programs, changes in pricing and marketplace conditions. Handle quality controll for pre
and post closing/funding issues, collections on first 6 months of mortgage payments,
assist in marketing strategies and weekly flyers. Oversee staff of 20. Sign off authority to
three million.
Delegated underwriter for Chase,Countrywide, HSBC, EMC, UBS and Goldman Sachs.
Delegated for MI through GE and UGI.
LIBERTY HOME LENDING CENTER INC., Boca Raton, FL 3/05-12/05
Underwriting Manager
Underwrote retail loans for LP,DU,Clout,Zippy/Chase,Greenpoint, Wachovia, Wells
Fargo, Indy Mac, Homecomings and various Investors. Thorough knowledge of FNMA,
FHLMC,Alt A and Jumbo products. Hired, trained and managed underwriting staff
including contract underwriters and assistants. Created and oversaw QC department.
Ability to underwrite 10 new loans daily including automated and manual underwrites.
Delegated UW for all Investors and MI companies. Credit, income, assets and appraisal
review and analysis. Sign off authority to $1.5 million. Responsible for closing condo
conversions of 700 units or more in 30 day time frame. Bulk of business was new
construction.
GE MORTGAGE INSURANCE, Florida and New Jersey 10/02-3/05
Contract Underwriter
Worked onsite as Team Lead for Chase, Liberty Home Lending,Financial Resources,
Aegis Wholesale and Homecomings Financial. Responsible to underwrite 5 new loans
daily, clearance of conditions, billing in GE system for daily work load. Underwrote for
DU,LP, Clout, Zippy, Assetwise, Ohio Savings, Wells Fargo and many Investors per
site’s needs. Managed team of three oniste for Chase and Liberty. Certified Level II
underwriter for GE.
FREEDOM MORTGAGE, Mount Laurel NJ 2/02-10/02
Wholesale Team Leader/UW
Managed wholesale team consisting of 15 people including processors and sales. Call
Center environment with leads from Lending Tree. Loans submitted by mortgage brokers
located throughout USA sent via Internet. Manage and maintain monthly closing board to
ensure goals set by upper management were met. Underwrote 6 loans daily in addition to
clearing stips and mangerial duties.
BNC MORTGAGE INC, Plantation FL & Philadelphia PA 11/96-2/02
Regional Senior Credit Manager
Senior Manager for national subprime lender based out of California. Managed staff of
10 in operations including three underwriters. Second signature on loans over $350,000.
Ability to make credit, ltv, loan amount exceptions along with pricing adjustments.
Manual underwriting based on fico scores and mortgage histories. Took branch from $3
million to $10 million in first 9 months. Worked directly with Sales Manager on branch
goals, policies and procedures. Implemented file flow system, created job descriptions for
operational staff along with employee manual for branch locations. Set up QA
procedures.
EDUCATION:
Regents HS Diploma
2 years of Nassau Community College
Certified Genworth Underwriter
LANGUAGES:
Fluent Spanish
References available upon request
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