Customer Service Real Estate

ROSALIND WINTERS

**** ******** **, ******, ** ***80 H: 909-***-**** ****************@*****.***

Experience with Conventional, FHA, VA, Jumbo, and

NQM.

Works well without supervision.

A self-motivator and a proven team player.

Proven ability to mentor and train new employees.

Ability to prioritize and remain focused while working well under pressure.

Excellent customer service and problem solving.

Excels at learning and retaining new concepts quickly. Senior Loan Funder, 02/2017 to 07/2017

Your Lending Co – Santa Ana, Ca

* Funding loans and staying within established timelines.

* Verify loan funding package is completed and adheres to lender guidelines.

*Analyze prelim funding requirements and documents, checking all docs for correct signatures and dates.

*Review for correct loan amounts, loan programs, interest rates, closing costs, minimum investment requirements, and other critical loan data.

*Communicates with escrow officers, underwriters, processors, loan officers, and other staff regarding loan status and missing information.

*Upon review of funding docs, insure all conditions on the underwriting approval are signed off.

* Monitored lock expiration of loans to ensure all loans are funded accordingly.

*Delivered all funded loans to post closing department and requested the final HUD-1 with escrow.

*Provided quality customer service to closing agent, processors, and loan officers. SR. Funder, 10/2015 to 02/2017

CashCall Mortgage – Orange, CA

*Top funder on the top producing team at CashCall Mortgage with 200 loans per month.

*Trained new funders to become top performers, and well-versed with all aspects of the loan process from origination to funding.

Reviewed, prepared, and disbursed funds for refinance, purchase, VA and FHA Loans.

*Assemble final loan documents and deliver loans to the servicing Department. SKILLS

WORK HISTORY

*Book loans on the appropriate accounting system; set up servicing file.

*Released funds by wire transfer or check to entitled party upon clearance of conditions and request of Closing Agent.

*Entered appropriate information into loan processing systems Communicated regularly with team members to inform them of funding status and follow up with them for any required information.

* Applied team and department "Best Practices" and continually worked for process and service improvements.

*Trained new employees, and performed other related duties as assigned or requested. Mortgage Servicing Specialist III, 06/2011 to 10/2015 Bank of America National Mortgage Outreach/NACA Events – Lancaster, CA

*Interacted with Bank of America customer(s) in person who are delinquent or current and believe they are in jeopardy of becoming delinquent on their home mortgage.

*Experienced in reviewing customer(s) financial hardship, analyzing household income, expenses, credit to validate hardship and derive accurate decisions in accordance with Investor's guidelines.

*Comprehensive understanding of delegated authority per home loan modifications for all investor types; Fannie Mae, Freddie Mac, FHA/VA, Bank Owned Mortgages (Held-for-Investment), and Private Investors

(Serviced-for- Others).

*Provide on-site underwritten decisions (solution or denied) that are within guidelines and in the best interest of the Bank, Investor, and Customer(s).

*Efficient in AS400, Loss Mitigation Applications, LMA, DM Portal, and navigating Policy & Procedure Guide.

Specialty Servicing Advocate - Associate Customer Assistance, 01/2010 to 06/2011 Bank of America – Brea, CA

*FHA/VA/FHI knowledge of regulatory compliance Pre-approves and/or declines treatment options for customers looking for loss mitigation assistance to prevent foreclosure Analyze to borrower's outgoing monthly expenses to determine eligibility.

*If eligible, create an affordable loan modification for the qualifying borrower.

*Analyze income & asset documentation in comparison to borrower's outgoing monthly expenses to determine eligibility.

*If eligible, create affordable loan modification for the qualifying borrower.

*Dialer experience with a Call Center environment.

*Exceptional customer service skills/experience.

*Detailed oriented and good research skills.

*Took part in opening collections department for Brea site.

*Inbound/Outbound calls, customer service.

*Provided assistance to delinquent account holders via repay plans, possible modifications, and payment extension.

*Updated customer's financials processed mortgage payments.

*Provided training to new hires.

Senior Collector, 03/2008 to 12/2010

Bank of America – Brea, CA

*Handled extensive research requirements for more complex billing problems and inquires and have extensive knowledge for the organization, products and services, as well as advanced problem solving skills.

*Coached other less experienced collector on policies, procedures or problem solving skills.

*Handled incoming phone calls or place outbound calls in an effort to negotiate payments or loss mitigation programs specifically on mortgage loans.

*Collected on delinquent accounts rating from 1-180 days delinquent.

*Utilized Loss Mitigation tools to assist customer in need of financial assistance.

*Resolved diverse issues.

*Ensured compliance with federal laws and company guidelines in order to minimize loan losses and legal concerns.

Team Leader, 01/2006 to 02/2007

Bear Stearns Residential Mortgage – Santa Ana, CA

*Resolved various customer service issues as they arose.

*Monitored and tracked employees work schedule.

*Responsible for funding conventional real estate loans in a timely manner Responsible for training staff on all new procedures.

*Provided support and guidance to funders Reviewed loan documentation for accuracy and compliance regulations.

*Ensured timely delivery for purchased loans.

*Responsible for training staff on all new procedures.

*Provided support and guidance to funders Reviewed loan documentation for accuracy and compliance regulations.

*Ensured timely delivery for purchased loans.

Processor, 10/1998 to 06/2006

Ditech.com – Costa Mesa, CA

*Analyzed and recorded all incoming documentation.

*Maintained open communications with all customers.

*Processed all loans in a timely manner.

*Drawing loans docs/setting signing appointments.

*Cleared all necessary underwriting conditions.

*Sent and followed up on verifications to employers.

*Provided status report on each mortgage loan for manager/loan officers Reviewed collateral packages to ensure compliance guidelines Ensured timely delivery for purchased loans.

*Reviewed loan documentation for accuracy and compliance regulations. Workflow Coordinator, 07/1991 to 11/1998

Bank of America – Brea, CA

*Responsible for distribution and coordination of workflow for the unit.

*Reviewed and approved General Ledger entries.

*Resolved various customer services issues that aroused.

*Monitored and tracked employees work schedule.

*Responsible for all funding on home loans, auto loans, personal loans, and all conventional real estate loans in a timely manner.

*Responsible for training staff on all new procedures.

*Provided support and guidance to funders.

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