Customer Service

Beverly B. King

Summary of Qualifications

Highly motivated professional with over fourteen years of experience performing key Loan Servicing and Customer Service functions. A pragmatic individual with the ability to think conceptually, adapt, and respond quickly to changing priorities.

Excellent organizational, time management, analytical, interpersonal, customer service, written, and verbal communication skills. I am able to work independently and as a member of a team.

Strong spreadsheet and word processing skills using Microsoft Office Suite. Knowledge of basic accounting principles. Generate reports using Crystal.

Perform audit and quality service reviews of loans utilizing internal bank systems such as LPS, MSP, LIV, and Vendorscape; legal documents using PACER. Advanced knowledge of legal loan documentation.

Experience

Loan Servicing Specialist– Wells Fargo 2011 – 9/15/2015

Assist with a variety of Loan Servicing and Portfolio Management duties. Review and audit loan requests for accuracy and completeness; prepare necessary documents to support the loan requests, comply with applicable laws and regulations; manage workflow of loan requests to ensure timely delivery of documents. Additionally utilize internal systems such as LPS/MSP/LIV to audit the systems data versus the executed loan modification documents to ensure transactions are accurate and processed correctly.

Accurately complete loan servicing tasks associated with commercial and consumer loans, which include booking to core system/loan boarding, processing payments and tax escrow processing for various loan types and structure, perform routine maintenance, prepare payments for loan-related services, obtain ongoing documentation and balance escrow accounts. Compile and analyze daily settlement inventory reports according to investor guidelines.

Respond to written and phone inquiries from customers, builders, title companies and internal personnel regarding loans and related draw requests; coordinating inspections; monitoring insurance coverage’s; assuring property inspections and loan disbursements are completed in accordance with loan documentation standards.

Perform high volume, time sensitive tasks related to the loan funding process which includes researching and problem solving to ensure compliance with quality and timeliness standards. Work effectively with management to ensure correct loan information is available and updated properly.

Monitor foreclosure files and interact with attorneys, authorized third parties, and the mortgagor within a timely manner.

Accomplishments

Recognized by Management for providing superior loaning servicing support, received several accolades from internal colleagues and customers that I have assisted.

Bankruptcy Home Preservation Specialist – Wells Fargo 2009-2011

Reviewed and evaluated options for mortgage loan retention, term revision or liquidation to mitigate loss for the bank. Completed initial screening and evaluated eligibility for loan modification alternative options such Short Sale, Deed in Lieu, and Home Affordable Foreclosure Alternatives (HAFA) per investor guidelines.

Processed bankruptcy impaired mortgage and equity loans by gathering and analyzing bankruptcy notifications, facilitating Proof of Claims, Motion for Relief and/or charge off. Set up and processed Real Estate Owned (REO) files and properties, monitored progress and provided necessary status reports to management.

Provided specialized servicing of mortgage loans identified as eligible for programs such as Short Sale and HAMP (Home Affordable Modification Program), while ensuring compliance with investor and insurer guidelines and program-specific regulations. Collected all required information and documents (e.g., income statements, pay stubs, assets, etc.) to perform eligibility according to HAMP and/or Short Sale programs.

Completed various loan servicing duties such as modified the terms of the loan, communicated as appropriate to mortgagors, attorneys, third parties, and monitored foreclosure files, closed transactions in a timely manner, and facilitated the smooth transition to the newly agreed terms. Also completed foreclosure sales to ensure bid and investor guidelines were observed; managed and updated the system with loan payoffs and lien releases.

Reviewed PACER to validate mortgagors Bankruptcy status as it pertained to loan modification, foreclosure, dismissals, and discharges. Identified and reviewed Chapter 13 and Chapter 7 bankruptcy filings to determine the potential for asset recovery.

Postponed foreclosures via Vendorscape and LPS Desktop.

Senior Loan Servicing Specialist – First Union Bank 2001 – 2009

Lead and performed comprehensive loan level and systems analyses of mortgage loan performing and/or non-performing servicing operations for adherence to all investors, insurers, and federal regulations. Ensured any issues identified during monitoring were remediated promptly and escalated if necessary.

Analyzed data and produced scheduled quality control reports and made recommendations as to appropriate corrective action or gap-related solutions.

Providing timely, accurate responses to internal and external customer inquiries, received by telephone and email. Pulled credit report via CREDCO and uploaded to the imaging system. Performed quality assurance reviews of loan modification documents prior to it being mailed to the customer.

As necessary, completed and resolved boarding and loan level issues, as well as provided guidance on Loss Mitigation activity. Ordered all verification and documentation to validate and confirm that information submitted was accurate.

Reviewed and analyzed documentation as it pertains to loan modification and company policies.

Education

University of North Carolina at Charlotte

Concentration: Math and History

Central Piedmont Community College

Certification: Medical Office Administration Specialist

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