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Manager Customer Service

Peoria, Arizona, United States
February 15, 2019

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Peoria, AZ ***** E-mail: Cell: 623-***-****


Customer-driven professional with strong knowledge of customer account management excellent analytical and organizational skills. Consistent track record of maintaining extremely thorough documentation in all systems of record. Interact and communicate effectively working with internal and external partners. I am a committed team player. PROFESSIONAL EXPERIENCE

Short Sale Negotiator, Bank of America, Chandler, AZ. (1/2018-present) As a Short Sale Negotiator, responsible for examining financial documents for accuracy and completeness, Valuation review, LTV/CLTV, negotiating final purchase price and clearing all conditions for approval.

Determine Valuation by reviewing BPO, Appraisals,

Completing financial documents, credit reports, HUD-1, for accuracy and completeness

Researching liens, property damage, vacancy,

Maintaining service level agreements while managing 30 properties for final closing.

Cross trained in underwriting guidelines, FNMA, FHLMC, FHA, VA, conventional, Helocs,

Underwriter, Modification, Bank of America, Chandler, AZ. (8/2015-1-2018) As an Underwriter, responsible for examining loan documentation for accuracy and completeness. Proven ability to perform quality work while maintaining productivity and compliance standards. Including review of;

Verification of income: (VOI) calculation of multiple income sources, asset verification, Appraisal review, and LTV/ CLTV and other complex financial documents to clear conditions for final approval.

Knowledge of conventional and government and secondary market guidelines.

Credit report for accuracy, derogatory credit issues, and red flags.

Cross trained in underwriting guidelines, FNMA, FHLMC, FHA, VA, Conventional, Helocs, 2nd liens.


As Customer Relationship Manager II; I serve as the single point of contact and trusted advisor. I set expectation with the borrower from the very beginning to maintain a high level of customer service by being proactive in communication with the borrowers that are involved in default status, from inception to resolution of the default mitigation process. While managing a large portfolio of customers in loss mitigation. Educate borrowers on the modification, short sale, Deed in Lieu, repayment plan, and foreclosure process.

Strategically manage 250-300 files in our servicing queue.

Working with internal & external partners, Underwriter, short sale negotiators, attorneys.

Maintaining all service level agreements, and high quality inbound & outbound calls to collect financial documents to meet underwriting guidelines.

I was a subject matter expert, trained associates working with them on side-by-side training.

Cross trained in underwriting guidelines, FNMA, FHA, Conventional, Helocs, 2nd liens Home Servicing Specialist II, Contractor, Bank of America. Chandler, AZ. 11/2010 to 7/2011.

As a HSSII I processed loan modification for approval. I am responsible for clearing conditions, verifying income and assets documents, also vesting issues, child support documents. I set expectation with the borrower from the very beginning to maintain a high level of customer service by being proactive in communication with the borrower.

Managing a portfolio of 150-175 files

Processing, underwriting, and closing procedures of federal Loan modifications

Reach out to borrowers to collect to documents to complete the underwriting guidelines.

BELT MANAGER, FEDERAL EXPRESS, PHOENIX, AZ (10/2009–11/2010) Performed freight handling using appropriate motorized and manual equipment, including but not limited to: forklift, pallet jack and hand truck Secured freight inside trailers using appropriate tools and supplies (e.g. pallets, straps, rope).

Recoup/repair damaged freight when necessary.

Verified and completed required documentation and reports.

Complied with all applicable laws/regulations, as well as company policies/procedures.

Performed other duties as required.

ANALYST, LOANS MODIFIED AMERICA L.L.C, Peoria, AZ (05/2009–11/2009) Qualified clients to see if they would be successful candidates for loan modification under Federal or investor guided programs. Analyzed client’s ability to stay in home and motivation to retain or liquidate the property.

Verified customers’ financial situations, determining if they qualify for a modification.

Reviewed credit reports, paystubs, other income, determining debt to income.

Ensured optimum utilization of incomes by efficient planning and allocation of funds as per the requirements

Followed-up with customers and banks to complete the modification process. LOAN OFFICER, LIGHT HOUSE MORTGAGE, PHOENIX, AZ (02/2006 – 05/2009) As a loan officer I served as an intermediary between lending institutions and borrowers. I am very skilled at soliciting new customers through networking and builder relations. I work in a fast-paced environment, while practicing sound lending judgment.

Thorough understanding of credit and the ability to review complex financial documents.

Coordinated all details and phases of clients’ loan process from application to closing.

Worked with builders to close 10 to 15 loans a month on new build homes.

Exceeded team goals by originating 20-30 loans a month.

Ordered appraisals, titles, and payoff as needed to close loans in process

Resolve title issues, including vesting issues, child support liens, judgment liens

Reviewing income/asset documents and calculating debt-to-income ratio’s OFFICE MANAGER, A&L Insurance LLC, Phoenix, AZ (2000 to 2006) Directed and coordinated activities of branch office, consulted with company executives to plan and develop methods and procedures to increase sales, lower costs, and obtain greater efficiency.

Delivered high volume of quality insurance premiums to insurance carriers with low loss ratios.

Developed expert analysis, troubleshooting and resolution skills.

Interpreted, implemented, and enforced company policies.

Reviewed incoming sales account activity to ensure employees have achieved sales quotas.

Licensed: Licensed in Property & Casualty Insurance

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