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Customer Service Professional Experience

Location:
Dallas, TX
Posted:
October 13, 2017

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Resume:

Kierra Woods

Loan Servicing Representative - FHLMC & FHA/VA

Dallas, TX 75287

ac2qkb@r.postjobfree.com - 817-***-****

secure a more prominent position with a profitable organization. My proven track record of working in a fast- paced, production-driven environment will enable me to thrive in this position. Authorized to work in the US for any employer

WORK EXPERIENCE

Loan Servicing Representative

FHLMC & FHA/VA - January 2016 to Present

• Handle inbound/outbound calls from current or early staged delinquent accounts.

• Assist in a variety of account issues including but not limited to; escrow, payment transactions, ARM changes, payoff request and other inquiries.

• Adhere to all federal, state & local collection laws; regulations such as Fair Debt Collection Act (FDCPA).

• Proactively participating in specialized campaign calls/special projects based on department needs.

• Enhanced knowledge of government programs including FNMA, FHLMC & FHA/VA.

• Identify & provide early intervention workout options to borrower's facing imminent default or short-term hardship reasons.

• Proven track record of meeting attendance requirements/strict adherence to ensure phone coverage availability at all times.

Loan Processor

Capital One - January 2015 to January 2016

• Analyzed applicants' financial status, obtained and compiled copies of applicants' credit histories, and reviewed agreements to ensure accuracy.

• Explained to clients the different types of loans and credit options available, as well as the terms of those services. Negotiate/recommended, offer for refinance, purchase, line of credit, extension, modification, and rate renewal to complete payoff.

• Monitored progress/status of re-financed loans with underwriters/borrowers through decision process. Conducted research, including high flood zone area adequate insurance coverage, taxes, liens, homeowner insurance, income, use DU/LP automated underwriting systems and made good judgment when faced with challenging decisions.

• Managed relationships with financial advisors, high end clients, closers, loan originators, doc prep, investors and underwriters, to ensure the approval of loans while focusing on compliance, timely responsiveness and investor guidelines, resulting in risk mitigation and customer satisfaction.

• Ordered and reviewed credit report and appraisal.

• Compile case in Stack Order

• Initiate contact with customer requesting additional documentation

• Track outstanding documents and follow up with customer, loan officer, referral source

• Update Status daily as to incoming and outgoing documents

• Ascertain readiness for loan underwriting

• Pre-Underwrite case against checklist to identify problem areas prior to submission to underwriting

• Evaluate deficiencies and notify customer, loan officer and referral source of critical issues. Mortgage Account Manager

Capital One - May 2012 to January 2015

• Ensure the quality of customer service is sufficient

• Adhered to pre-established guidelines while making extensive outbound calls

• Managed a high volume pipeline of multiple delinquent loan products while identifying open issue and driving a resolution

• Managed escalated calls, which demonstrates exceeding personal metric/departmental goals

• Extensive researched skip traced accounts to obtain a reliable mean of contact with customers

• Studied basic income documentation such as pay stubs, W-2's, written verifications, expenses and tax transcripts

• Serviced Fannie Mae, Freddie Mac & FHA loans

EDUCATION

Associate Degree

Collin College

ADDITIONAL INFORMATION

• Efficient worker & able to multi-task effectively; meeting projects deadline while demonstrating judgment and time management skills

• Approaches work daily with a sense of urgency

• Interested in continuously learning, while taking full responsibility for personal & professional development

• Organization skills & detailed oriented

• Outstanding verbal & written communication skills

• Adaptive in responses to change, while also being a proven team player

• Proven experience in loss mitigation, account analysis and mortgage regulations



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