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Manager Customer Service

Lake Elsinore, California, United States
November 07, 2018

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Scharman L. Cook *** N McKinley St Suit ***-*** Corona, CA 92879

C. 951-***-****


An ambitious and hardworking Account Manager, Mortgage Collections Supervisor, Loss Mitigation Supervisor, Quality Control Servicing Analyst, Pre-Foreclosure Supervisor and Client Relations Manager who consistently exceeds and communicates well with all organizations. Highly skilled in reducing delinquencies, staffing, supervision and training. Work well under pressure, effective at solving difficult problems, and achieve successful results while meeting deadlines.


Account Manager, Delegated Correspondent-September/2017-Present

PRMG Paramount Residential Mortgage Group, Corona, CA

Identify and maintain daily contact with sources of the mortgage loan production to

ensure smooth flow of closed packages to and within the company.

Sign off and review all designated Third party, Broker and Account Manager conditions.

Address client questions and respond to loan status inquiries during processing.

Help generate mortgage loan business for PRMG by successfully managing established

Client relationships and developing relationships with new clients.

Ensures all Vendors have documents needed to complete reviews and render loans eligible

for Correspondent purchase.

Work closely with Account Executives to ensure loans are purchased quickly and provide

Feedback to clients when opportunities for package quality are identified.

Input loan data into FT360/Encompass system, and index and sort all Disclosures and Documents in


Order Fraud guard and AVM reports.

Client Relations Manager, Oct/2016-September/2017

Caliber Home Loans, Ontario, CA

Manage the accounts pipeline on a daily basis, concentration on older loan files.

Communicate regularly with Account Executives and the Brokers regarding the status of the files and outstanding conditions needed.

Maintain the stacking order of each file and set deadlines for documentations needed.

Ensure the initial application reconciles and meets up-to-date program guidelines.

Contact appropriate parties within 24 hours of the conditions being issued.

Review, send and communicate conditional approvals with accounts.

Pre-underwrite loans to verify the accuracy and completeness of the documentation and data.

Notify, AE/Broker in the event of credit, documentation, or lock expiration.

Communicate outstanding items to accounts and assist in addressing their questions.

Responsible for processing a pipeline of loan application packages from the origination to funding.

Works closely with Account Executives, Brokers, Loan Officers, Loan Processor, Underwriters, Closing, Funders, Financial Mortgage Advisors and Clients.

Obtains documentation required to complete loan files including: Title report, Escrow items (HUD, Credit supplements, HOA documents, etc.) FHA/VA, Jumbo and Conventional required disclosures.

Submit files for Clear-to Close.

Account Manager, TPO- Oct/2016-Mar/2017(Acquisition)

Banc Of California, Irvine, CA

Responsible for processing a pipeline of loan application packages from origination to funding.

Work closely with Account Executives, Brokers, Loan Officers, Loan Processor, Underwriters, Funders,

Closing, Financial Mortgage Advisors and Clients.

Obtains and verifies applicant information and communicates with all parties involved in the loan process.

Performs all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.

Obtains documentation required to complete loan files, including: Title report, Escrow items (HUD, Credit

supplements, HOA docs, etc.) Pay stubs, Verifications (Mortgage, Rental, Employment, Deposit), etc. Correspondent and Wholesale Loans.

Maintains an open line of communication between all involved parties including the client/borrowers, Loan

Officers/Account Executive, Escrow, Title, Underwriter, and Investor.

Reviews documentation including appraisals, Preliminary Title Report, Vesting, Deed, Closing Protection Letter, Income and asset documentation, Child support and divorce, Customer Identification Program CIP,

Executes the automated underwriting system and manages rate locks.

Order internal conditions, FHA Case Assignment, CAIVRS, FHA Appraisal Logging, LDP/GSA Review

Quality Control Servicing Analyst- Sept/2015-Oct/2016

New American Funding, Tustin, CA

Research and respond to exception disputes.

Perform retrospective Quality Control Review on performing and non-performing loans.

Review and analyze servicing data to verify adherence to established Servicing transfers, Collections, Loss Mitigation, Home Retention, Escrows, Bankruptcy, Payment processing, New loan setup/ Boarding and Other standard servicing functions.

Provide monthly Executive Summary and Exception Detail Reporting with trending analysis outlining the findings month to month.

Identify loan level process defects and observations relating to the sample population of loans reviewed.

Work hand and hand with the Compliance Attorney.

Identify area of potential operational or regulatory risk based on current servicing procedures and practices.

Complete a monthly battery of tests on over forty processes surrounding servicing regulatory requirements.

Review OFAC Report, Oversight, Data Integrity and Law/Regulatory Compliance.

Proactively maintain an extensive and well-versed understanding of state and federal regulations (including but not limited to: ECOA, RESPA, TILA HMDA, ECOA, CFPB, Dodd Frank Act, Safe Act and Fair Lending.

Provide Quality Control audit reporting and findings which require corrective action plans, trending analysis of error and root causes.

Analyze transactions to ensure compliance with the company’s Policies and Procedures, as well as FHA, VA, FNMA and FHLMC.

Quality Control Servicing Analyst –May/2013 – Sept/2015

Carrington Mortgage Holdings, LLC. Irvine, CA

Loan reviews to ensure servicing lending business units are in compliance with all internal policy and procedures. And guidelines set forth by U.S. Treasury, State, federal laws local and governmental regulatory requirements; and investor/product specific guidelines.

Proactively maintain an extensive and well-versed understanding of state and federal regulations (including but not limited to: ECOA, RESPA, TILA HMDA, CFPB, Fair Lending.

Report findings and exceptions to management, trending analysis of errors and root causes.

Analyze transactions to ensure compliance with the company’s policies and procedures, as well as FHA, VA, (USDA Rural Housing Service, FNMA and FHLMC.

Provide the highest level of risk review and compliance measurement.

Ability to comprehend all aspects of servicing a loan, from REO to Loss Mitigation Programs, requirements, and timelines including HAMP, HAFA, HAUP, HHF, and EHLP.

In the event noncompliance, errors or fraud are determined, assure swift and appropriate corrective action is undertaken.

Complaint Review Analysts and QC Analyst - Sept/2011-Jan/2013

Promontory Financial Group, LLC. Orange, CA

Review servicer-provided customer complaint, mortgage loan documentation and decisions for accuracy and completeness.

Condition complaint and loan files for missing documentation in a clear, concise, and respectful manner

Enter data in proprietary case management system. Draft loan-level comments in accordance with client policy and procedure

Review and analyze complaint and loan data as required by the scope of the review, which may include verification of data against multiple sets of guidelines

Demonstrate an in-depth understanding of Federal, multi- state and local mortgage compliance regulations.

Contributed critical thinking skills in evaluating customer interactions loan performance and servicer actions.

Proactively identified and resolved compliance errors by assessing all facets of servicer-provided mortgage loan documentation for compliance with applicable laws, regulations, and other guidelines.

Mentored, coached, and supported junior analysts, playing a key role in their development and performance.

Loss Mitigation Supervisor - July/2009-April/2010

Mortgage Outreach Service, Inc., Irvine, CA

Performed a variety of duties in regards to customer solicitations, incoming referral processing, active pipeline management, inbound call center management, revenue & expense monitoring and third-party vendor.

Ensured adherence to internal service levels relating to customer service and processing timeframes.

Offered loss mitigation strategies in accordance with investor and insurer guidelines including repayment plans, forbearances, modifications, short sales and deed in lieu.

Executed loss mitigation programs offered by Investors and Insurers including the Treasury’s Home Affordable Modification Program.

Supervision, coaching/mentoring and recruited team players.

Ability to handle multiple tasks simultaneously and work effectively with the collections, foreclosure and customer service departments.

Development and execution of annual business plan along with adherence to the departmental cost per loan budget.

Collections Supervisor II - Nov/2006-Aug/2008

Wells Fargo Home Mortgage, San Bernardino, CA

Direct supervision of a staff 15 employees in an environment of strict investor requirements and strict portfolio delinquency management.

Hired, terminated and trained employees.

Inspection of work performance of the collect department.

Assistance in the training of new and existing staff in department procedures, investor guideline and basic mortgage banking principles, reviews, and updates

Established new procedures to identify cost/time savings and develop performance standards and productivity measures.

Ensured all departmental productivity/efficiency goals are met monthly/quarterly/annually.

Monitored daily workflow to ensure deadlines are met and problems are resolved in a timely and efficient manner.

Ability to manage multiple priorities, demonstrate flexibility and ability to implement change in a timely and effective manner.

Supported budgeting and strategic planning processes.

Pre-Foreclosure Supervisor - Oct/2004-Nov/2006

People’s Choice Home Loan, Inc., Irvine, CA

Managed regional pre-foreclosure department of 20 collectors and over 8,000 loans, outstanding balance exceeding $450 million.

Reduced overall delinquency rate 4.5% and maintained it at less than 2.0 % for last 12 months.

Introduced effective training and performance review programs within department which reduced turnover to less than 5%.

Recruited, hired, and terminated employees.

Avoidance or recovery of potential losses. Determined legal and financial options to receive payments.

Approved all loans submitted to Foreclosure department.

Performed Supervisory duties including, staffing, interviewing, training, goal objectives, coaching.


El Camino College, Torrance, CA Sept/1983 -June/1985

Crenshaw High School, Los Angeles, CA Sept/1980-June/1983


Fiserv, Tena, Mortgage SERV, H2O, Alltel, IVR, Davox/Dialer, Aspect/ Lyrical, Velocity, Word, Excel, AS400, PowerPoint, Fidelity (CPI), Window Based, MS Office and Sales Force, Data Trac, Calyx Point, Lexis-Nexis, Encompass, Lenstar, Nautilus (OnBase), Focus Net, Equator Valeri, Walz TrackRight, Black Knight/ MSP, SCI, FHA Connection, E-Trac, DocVelocity, and Member of Mortgage Bankers Association (MBA). Regulation Z (Truth in Lending Act), Regulation B (Equal Credit Opportunity Act), Fair Housing Act (FHA), Home Mortgage Disclosure Act (HMDA), Real Estate Settlement Procedures Act (RESPA), Fair Credit Reporting Act (FCRA), Bank Secrecy Act (BSA), USA PATRIOT Act, Anti-Money Laundering (AML) and Customer Information Program (CIP), Right to Financial Privacy Act (RFPA, State and Federal)

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