***** ***** **** ****, *********, NC 28226
Highly diverse, qualified and competitive self-starter, disciplined and goal-oriented with over 17 years expertise working and thriving in cultured and fast-paced environments; Strengths in communication (verbal and written), organization, leadership, technical and interpersonal skills; Competent financial services and customer advocate/services professional; Dedicated asset and motivated to maintain an exemplary work ethic which contributes to company’s success; Proven ability to establish rapport with clients/colleagues and meet/exceed professional and personal goals; Professional demeanor, reliable and ambitious, with strong time management and prioritization abilities; Zealously seeking new and rewarding career challenges to advance my professional horizon.
SitterCity/Kuwanna L., Charlotte, North Carolina
August/2016 – April/2017
Provided loving, attentive, nurturing, ethical, accommodating, positive, educational and therapeutic care to newborns, infants, toddlers and children ages up to 17 years old.
Utilized artistic/creative methods developed and engaged in accordance to the children’s need, want and personality, bonding and cherishing every moment in assisting their crowning foundation.
Synchrony Financial, Charlotte, North Carolina
ENGAGEMENT EXPERT/FRONTLINE ASSOCIATE
April/2017 – November/2017
Handled inbound calls from many retail and dual clients’ cardholders.
Continued exceptional customer service as a constant goal.
Maintained up-to-date computerized customer information.
Resolved inquires, authorized sales, escalated calls, and most importantly built relationships with clients, customers and colleagues.
Utilized proficient computer skills including the ability to manage information in multiple windows and proficiently typed while talking and multi-tasking.
Displayed a courteous and professional attitude to external and internal customers.
Demonstrated correct procedural skills, effectively used systems and tools such as job aids, call scripts and internet.
Accenture Credit Services, Charlotte, North Carolina
MORTGAGE LOAN CLOSER
July/2011 – April/2015
Provided accurate loan information to borrower(s) by utilizing knowledge of mortgage loan products and servicing procedures.
Ensured all documentation was current by review of loan files: title commitments, gathered closing figures, inputted closing information and generated loan documentation to ensure loans were ready to close under minimum guidance.
Efficiently prepared final documentation and mortgage-closing packages for Conventional and CEMA loans by meticulously delivering error-free documentation and ensured compliance with company policies and regulatory requirements.
Competently managed and closed all assigned loans enabling fast closings.
Thoroughly reviewed executed closing packages in accordance with the servicing checklist and notified title companies and attorneys when corrective action was required.
Maintained the integrity of all borrowers’ records in a confidential manner.
Possessed the ability to work as a team member and consistently was courteous and professional towards borrowers, colleagues and superiors.
Comprehensive knowledge of state, federal, regulatory, investor guidelines and policies in regard to the mortgage loan closing process.
Proficient mortgage servicing experience closing and funding Conventional and CEMA refinance mortgages.
Attained a stellar work ethic in quantity and quality of loan closings, disbursement of wires and fundings with a solid understanding of company policies.
Coordinated with borrowers, loan processors, underwriters, title companies and attorneys to set up closing date, time and location.
Worked independently and collaboratively to solve problems and master new skills and tasks.
Proactively strived for opportunities to take on more responsibilities to improve work performance, personal and professional development to meet and/or exceed client/company goals.
Everhome Mortgage Company, Jacksonville, Florida
HOMEOWNER SOLUTIONS GROUP ADVOCATE
August/2009 – January/2011
Negotiated various home retention and liquidation options with the mortgagor, investor, insurer, client, attorney and agent in attempts to avoid foreclosure while decreasing losses under minimum guidance.
Made an analytical assessment of each mortgagor’s financial standing and property data by evaluating and understanding credit bureau information, collateral valuation reports, tax returns, financial statements, property insurance declaration pages, HOA/Association documents and other supporting documentation.
Proposed and intelligently discussed the available options (forbearances, repayment plans, modifications, short sales and/or deed in lieus) with mortgagors in a professional and courteous manner.
Coached and assisted new Loss Mitigation Specialists.
Recorded and retained information necessary as required by investors, federal agencies and insurers’ requirements.
Achieved a superb work performance in meeting and exceeding production and quality.
Maintained a high level of quality service with external customers.
Reviewed appraisals, broker's price option values and title work to determine the most accurate fair market value of properties.
Worked both independently and cooperative in a team environment.
Anthem/WellPoint/Blue Cross Blue Shield of Georgia, Columbus, Georgia
CLAIMS ASSOCIATE II
April/2009 – August/2009
Processed and adjusted health claims in accordance with claims policies and procedures under minimum guidance.
Verified insurance and acquired an outstanding work ethic in production and quality.
Worked both independently and cooperative in a team environment without significant guidance with a vast understanding of health and dental insurance products.
Handled complex claims with a good understanding of the application of benefit contracts, pricing, processing, policies, procedures, government regulations, coordination of benefits and healthcare terminology.
Reviewed and analyzed claims/policies related to events to determine extent of company's liability and entitlement.
Responded and resolved customers’ and employer groups’ inquiries through verbal and/or written communication.
Capital One dba Greenpoint Mortgage Company, Columbus, Georgia
LOSS MITIGATION SPECIALIST II/COLLECTOR
January/2008 – May/2009
Communicated regularly and effectively with mortgagors, investors, insurers, appraisers, realtors, agents, brokers and other authorized parties on seriously delinquent accounts in order to identify and counsel borrowers on best workout options available (short sales, repayment plans, modifications and/or deed in lieus) based upon company guidelines under minimum guidance.
Contacted mortgagors by telephone and mail to collect delinquent loan payments by identifying, analyzing and resolving losses to avoid foreclosures on residential and commercial properties.
Obtained all necessary documentation from mortgagors and other parties and coordinated workouts with applicable internal departments.
Researched and followed up on critical or irate issues for the Team Supervisor and assisted with defaulted accounts, complaint calls and correspondence.
Reviewed appraisals and broker's price option values to determine the most accurate fair market value of properties.
Initiated process improvement and other department policies and procedures.
Provided a proper, timely and successful decision on a workout option of up to 75 files monthly, which consistently exceeded performance quota, and also represented the best interest of the customer, the company, investor and/or insurer in accordance to federal guidelines.
Displayed a courteous and professional attitude to external customers.
Worked both independently and cooperative in a team environment.
Operated various types of office equipment including computer, fax machine, copier, printer and calculator.
Voorhees College, Denmark, South Carolina
Bachelor of Arts Degree in English
Magna Cum Laude
Certificate in Conventional Loan Processing; Certificate in Mortgage Math
Microsoft Office Applications (Word, Excel, Outlook, PowerPoint and Access)
AS400, Encompass, Fidelity, BETA, Doc Magic, Citrix, QuickBooks, Virpack, Byte, StatusMart, Genasys, Workstation, Genius, FDR, AFP OnDemand, AEC2, SharePoint, Documentum
Type over 11,000 KPH (Alpha and Numeric)
Joseph A. Johnson
Director of Mortgage Servicing and Loan Acquisition
Vanderbilt Mortgage and Finance, Inc.
Assistant Vice President of Loan Resolution
Selene Finance LP
Manager II-Board of Regents Customer Care Department
Anthem, Inc./Blue Cross and Blue Shield of Georgia