Customer Service, Mortgage Servicing Specialist Lead, Loan Processor

Yolanda Vasquez

Dallas, Texas **********@*****.*** 214-***-****

Career highlights

Described by coworkers as a loyal team player who models integrity and perseverance, Yolanda possesses over two decades working in the mortgage industry on both large and small teams. As an experienced mortgage industry specialist, she’s successfully completed goals and deadlines while demonstrating great business ethics and positive reinforcement. Over the years, Yolanda has gained a wealth of experience in: the banking industry, mortgage servicing, loan modification, foreclosure, and loan loss mitigation at companies that include the #26 company on the Fortune 500 list.

With a reputation for getting things done, Yolanda is also an:

Excellent communicator known for building strong customer and employee relationships, while inspiring others to think outside the box.

Known decision maker, able to keep a level head in high stress, intense situations that require quick, instinctive action.

Proven trusted advisor, with a reputation for deftly handling confidential material while displaying incredible organizational and time management skills.

Noted problem solver, who’s able to figure things out when others can’t and enjoys diving in and researching inputs to potential solutions.

Experienced financial industry veteran, with 12+ years experience with Government loans at FHA, FNMA, Federal Home Loan Mortgage Corporation (Freddie Mac), and the VA.

Work history: selected highlights

Mortgage Loan Processor 2016 – 2017

USAA/Genpact Richardson, TX

Introduce myself to the potential homeowner and explain the process to them so that they understand how we’ll work together to get them into their new home.

Process mortgage documents by speaking with customers and third parties to assure a smooth loan process, reviewing HUDS, and obtaining employment verification.

Collect and organize all incoming data from clients then collaborate with internal and external departments to build the loan applicant’s file.

Work closely alongside the underwriters and closers to complete the client’s mortgage loan and usher it into the final approval phase.

Asset Preservation Coordinator 2015 – 2016

Mortgage Contracting Services Lewisville, TX

Created work orders, received and reviewed incoming work, proactively contacted appropriate resources as needed, and entered transactions using MCS 360 system.

Monitored queues and ensured necessary property preservation work was completed accurately and in compliance with client specifications and company policies.

Performed a variety of operational tasks for the asset preservation process.

Recognized by management for improving the work flow (by researching, organizing, and implementing the skills and tools needed to process the work smoothly).

Mortgage Servicing Specialist Lead 2010 – 2015

Bank of America Addison, TX

Administered the final review process within the foreclosure referral space.

Obtained specific knowledge of the policy and procedures pertaining to servicing, operations, and originations including investor, legal, and compliance guidelines.

Audited files during the final review process to prevent inaccurate reviews.

Assisted managers with providing feedback and coaching to employees.

Resolved ~350 inquiries a week and consistently met performance benchmarks in all areas of speed, accuracy, and volume. Commended for leadership of the initiative as well as persuasiveness, customer focus, and dependability in performance evaluations.

Contributed to sales increase by improving lead generation sales tracking method.

Started with company as Mortgage Servicing Specialist II, where duties included:

oSupported the servicing of mortgage loans. Work was based on department needs and entailed working on defaulted and/or non-defaulted loans.

oHandled complex levels of transactions with limited supervision.

Account Manager / Collector II 2003 – 2010

Countrywide Financial Corporation Richardson, TX

Provided customer service support in high volume call center environment.

Maintained and updated customer payments, balances, and notes to ensure that debtor information was current and accurate.

Resolved disputes and negotiated payment plans based on the department guidelines.

Successfully cross-sold bank products and services.

Surpassed monthly bonus objectives consistently.

Showed upward mobility by being promoted to Account Manager role after spending first five years as a Customer Service Representative in the Consumer Sales Division.

Skills

Microsoft Office Suite: Word, Excel, Outlook, PowerPoint

MSP, LPS,and, AS400, LAMP, ALS, LADI, LHIS and Department of Defense SCRA

Data entry skills

Volunteer work

PTA volunteer Candy striper at hospital Team mom for soccer and hockey teams

Day care at Sunday School

Education

Administrative and Business coursework toward an Associate’s Degree

Richland Community College, Dallas, Texas

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