Customer Service Sales
Resume:
KATHERINE SOVA-FASBENDER
Email: *********@********.***
Address: **** *****
City: PORT HURON
State: MI
Zip: 48060
Country: USA
Phone: 810-***-****
Skill Level: Entry
Salary Range: $35,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Katherine Sova-Fasbender
1123 Union Street, Port Huron, Michigan 48060
810-***-**** *********@********.***
Customer Resolution Guru
Seeking a career with a community based company; where I can contribute my strong default mortgage servicing customer service, strong administrative skills and added 12 years of my solid experience to the success of the company.
EDUCATION
St Clair County Community College,
323 Erie Street, Port Huron, Michigan 48060
Associate Degree; General Education;
Graduation June 23, 2011; Cum Laude
Baker College, 3403 Lapeer Road, Port Huron, Michigan 48060
Human Service; Major 95 Class Credits Complete
SKILLS & ABILITIES
* Help me Help you with common sense ultimate client service motivation and debt repayment
* Solid communication, client service, and time management
* Used companies computer system for input/output transactions, on-screen loan processing, skip tracing
* Able to organize and prioritize work to allow handling more than one project at a time
* Sense of urgency, strong focus on execution; follow through
* Solid communication and Time management skills
* Strong interpersonal skills and professional demeanor
* Proven ability to handle multiple priorities and tasks
* Experience with mortgage servicing software (LPS) Lending Processing service and Epic
* Detail oriented team player that can multitask and handle workloads with deadlines
* Independent and self driven to complete the tasks
* Knack to problem solve and focuses on effectiveness, being organized, flexible in a win-win situations
* Self directed with a sense of urgency to solve problems and develop solutions
* Proficient in Microsoft Office (basic Excel, Word, PowerPoint)
* Team Members mentor between many different teams
EXPERIENCE
Loss Mitigation/Collections Coordinator
2011-2012 QUICKEN LOANS,
1050 Woodward Avenue, Detroit, Michigan 48226
* Working knowledge of workout programs including Freddie Mac and Fannie Mae, FHA, portfolio modifications, repayment plans, short sales and deeds in lieu of foreclosure
* Responsible for contacting borrowers that are past due, about to be referred to foreclosure or in foreclosure to educate them on options available to resolve their delinquency as outlined in the HUD How to Avoid Foreclosure pamphlet
*Educate borrowers with alternatives to foreclosure, following the water fall of home retention; which may include repayment plans and forbearance plans, modification, to liquidation of a short sale, deed-in-lieu
* Freddie Mac`s Workout Prospector to process loss mitigation specialist workouts
* Worked with Fannie Mae`s HSSN, SDMU, IDI for investor approval of various workouts
* Stayed informed of industry investor changes as it relates to servicing activities
* Initiates contact and engaged in loss mitigation or collection activities with borrowers
* Recommend and initiate Loss Mitigation options that are appropriate to the situation
* Manage workload and follow-up with borrowers who are in various stages of default to include a review of the borrower`s account and to further advise the borrower of opportunities to avoid default and foreclosure proceeding
* Evaluates the client`s financial ability, reason for default and ability to make payment
* Analyzes financial documents to determine the most effective loss mitigation alternative to foreclosure
* Initiates and monitor research on accounts as required
* Analyze available information and events for decision-making purposes
* Negotiate default resolutions with the borrower in accordance with company guidelines
* Manage implementation from cradle to grave agreed upon solutions or programs
* Facilitate the tracking of program results to measure its success
* Working knowledge of collections and foreclosure activities including Fair Debt Collection Practices Act
Accounts Receivable & Collections Specialist;
Mortgage Loss Mitigation Counselor
2006-2009 CITIZENS FIRST BANK,
525 Water Street, Port Huron, Michigan 48060
* Advised customers of necessary actions and strategies for debt repayment
* Conducted field inspections within Freddie Mac and Fannie Mae Guidelines
* Worked with senior executives; assisting with Freddie Mac audits, winning a CEO of appreciation certificate for saving the company thousands of dollars in fines
* Developed a modification program for all Fannie Mae, Freddie Mac, portfolio loans, and/or Non-Conventional
* Saved the company millions in loss and saved 400 accounts avoiding foreclosure
* Responsible for performing credit collections on past due accounts in the range of current to over 180 days delinquent and any action required including starting foreclosure and repossession proceeding
* Monitored Freddie Mac and Fannie Mae past accounts daily, making arrangements for payments
* Deed in lieu, short sales processed for Freddie Mac using Workout Prospector
* Assisted in the development of loan default policies and procedures with guidance from directly from Freddie Mac
* Report delinquencies to various agencies using E-Oscar(R) credit bureau system
* Supported customers on credit related problems and assistance to come to a resolution
* Contacted delinquent customers by various means, and document all collection efforts
* Reduced customer`s credit limit after research and verification of financial statements
* Collect delinquent payments, working with clients to prevent foreclosure; minimizing company and investor losses
* Cured past due conditions with customers by collecting payment amounts via telephone, mail or personal contact
* Perform various functions associated with insurance claims, bankruptcy, loan settlements and refinances, payment extensions, and repossessions
* Manages the mortgage foreclosure process, including ordering title work and appraisals and the oversight and sale of REO properties
Senior Customer Service Loan Counseling Representative-Mortgage Default
2004 -2006 FLAGSTAR BANK
5151 Corporate Drive, Troy, Michigan 48098
* Accomplished Freddie Mac`s Platinum level, which simultaneously attained Tier One rating in 2006
* Default Management categories for Flagstar`s Performance Profile for two quarters for the first time in 2005
* Worked in a high volume call center environment; made 200+ outbound calls daily
* 90 percent average success rate of mortgage loan accounts brought up to date monthly
* Mentored the team, trained new employees, developed a training materials Review delinquent files and contact clients to solve complex collection issues, to include the collection of overdue payments, corporate advances and fees
* Responsible for collection of 15 days to 180 days delinquent mortgage loans
* Provide financial package information and initial guidance to mortgagor for potential upcoming actions to include forbearance, deed and lieu, etc
* Set up re-payment programs to bring customers loan out of delinquency
* Documented recovery efforts per bank regulations
* Prepared various payment, Western Union, Cashier Checks, Personal Checks, and Money Orders as well as Western Union phone payments for posting to mortgage loans
* Worked on payment reports (rejected and NSF payments), followed up calls to retrieve good funds
Receivables Representative-Escrow Recovery Specialist and Mortgage Customer Service Representative
2001-2003 CITIMORTGAGE, INC,
28580 Orchard Lake, Farmington Hills, Michigan 48334
* Identify and resolve problem areas within loan servicing which have resulted in delinquencies, mis-posting of payments, clients contesting tax or insurance bills, etc.
* Worked in the Escrow Tax Department, responsible for recovering company advanced funds from Title Companies, Tax Collectors, other financial institutions, homeowners
* Assisted customers with various inquiries regarding escrow, home owners insurance
* Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints
* Keep records of customer interaction, transactions, recording details of inquiries, complaints as well as actions taken
* Check to ensure that appropriate changes were made to resolve customers' problems
* Determine charges for services requested, collect deposits or payments, or arrange for billing
* Refer unresolved customer grievances to designated departments for further investigation
* Review insurance policy terms to determine whether a particular loss is covered by insurance
Group Home Manager and In-Home Direct Care Support Staff
1998-2001 HORIZON RESIDENTIAL CENTER,
36355 Main Street, New Baltimore, Michigan 48047
* Advanced the mission of the agency by providing support services to a population of people with developmental disabilities and/or mental illness, in a group home as well as in-home care private settings
* Planned support services were identified in the person-centered plans for individuals
* Services provided intended for people to overcome limitations imposed by disability
* Encouraged independence, health and safety, happiness and a productive life style based on the personal preferences
* Conduct and administer fiscal operations, including accounting, planning budgets, authorizing expenditures, establishing rates for services, and coordinating financial reporting
* Direct, supervise and evaluate work activities of medical, nursing, technical, clerical, service, maintenance
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