Customer Service Home
Resume:
L atoi T. R ichmond
unit *** Colton, CA
92324
lanaoneluv@gmail.c
om
Phone 909-***-****
Summary of August 2012 – February Wells Fargo Home Mortgage San Bernardino, CA
qualifications Loan Documentation Specialist III
Examined documents to determine risk of both originating and
restructure financing for residential conforming and non-conforming
mortgage loans.
Responsible for reviewing financial statements, income documents
Creating credit copy packages for Underwriter review
Managed an Exception request mailbox determine if true exception
Provided coaching and feedback to both Home Mortgage
consultants and fulfillment underwriters
August 2010 – August 2012 Wells Fargo Home Mortgage Riverside, Ca
Home Preservation Specialist
Managed multi-million dollar portfolio throughout loss prevention
process
Pre-underwrite FHLMC / FNMA loans by assessing cash flow,
reconciling financial documents, calculating front end/back end
debt to income ratio, and suggesting an approval/denial and new
loan parameter
Follow investor guidelines to appropriately interpret financial
statements and analyze credit to structure workout options
Collect information throughout interview process documents and
adhere to government and company guidelines by documenting all
file activity
Work with other departments in obtaining required appraisals,
credit reports, and open escrow accounts for time sensitive files
Consistently obtained 95%+ SOAR scores by ensuring all key
elements of outstanding customer service were incorporated on
every customer contact
2008 – 2010 Wells Fargo Home Mortgage San Bernardino, Ca
Work Director
As a Work Director my job duties included:
Monitoring 100 calls a week through WFHM system *Variance
providing coaching and feedback to the team and ensuring all key
elements of outstanding customer service were provided on every
customer contact.
Supervising a team of 30 employees and helped them incr ease
their monthly PAR (performance accuracy review) scores from 60%
to 95% within 2 months of obtaining position
Side by side coaching and developing seasoned as well as new
team members
Keeping team members informed of new updates for Default
Services and Legal Updates.
Assisting team with escalated calls
Performing collection duties such as processing payments on Sub-
Prime delinquent, high risk loans. Continuously achieved
significantly above target scores to maintain top producer and
quality status
2006-2008 Wells Fargo Home Mortgage San Bernardino, Ca
Collector III/Loan Servicing Specialist
As a Collector III my job duties included:
Training as well as informing team members on
important Default Service updates such as new legal updates, in different states per
Sims released
Working manual calling lists of pre-foreclosed or foreclosure loans of non-
contacted clients on dialer system
Floor walking – resolved customer issues, assisted with escalated calls and
answered questions as needed by reps
Set the agenda for weekly team meetings
Prepared correspondence for qualifying customers and maintained
customer mortgage accounts
Collected on Sub-Prime delinquent high risk loans.
Consistently achieved significantly above target scores to maintain top
producer and quality status
2004-2006 Wells Fargo Home Mortgage San Bernardino, Ca
Collector II
As a Collector II my job duties included:
Training new team members, Handling re-circulation of computer
generated calls on dialer system,
Inputting team member statistics on spread sheet and
Implementing as well as planning weekly meetings
Continuously achieving significantly above target scores to maintain top
producer status
2001-2003 Wells Fargo Home Mortgage San Bernardino, Ca
Collector I
As a collector I my job duties included:
Providing Home Owners w/ outstanding customer service
preparing correspondence for qualifying customers
Maintaining customer mortgage accounts
Collecting on Sub-Prime delinquent, high risk loans
Education Bachelor’s Degree Political Science California State University
Northridge 2004
Areas of Expertise
Conventional & Government Loans
Conforming and Non-Conforming
FHLMC/FNMA/FHA/Bank & Private/WO
Alt A, 2nd Lien, Sub-prime, High Balance
Financial Analysis
Credit & income analysis
Debt-to-income ratios
Loan-to-Value ratios
Compliance & Auditing
Document/Income Validation
Fraud Detection
Risk Assessment
Accreditations Certificates of Excellence : receiving Significantly above target
scores for percentage of contacts/ connects, Assistance with a
monthly Suspense report, receiving 100% on monthly monitoring
scores, Providing excellent Customer Service
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