Customer Service Sales
Resume:
Stuart Moore
***** ******** ****, *********, ** *8278
***********@*****.***
PROFESSIONAL SUMMARY
Accomplished, Dynamic Professional with 12+ years of financial services
experience, Team Management, Collections and Call Center experience. Strong
focus on quality and volume with in-depth knowledge of policies and
regulatory guidelines across multiple investors/business lines. Extensive
experience leading others successfully through influence and effective
communication.
MORTGAGE AND BANKING CAREER PROGRESSION
Personal Banker (S.A.F.E.) (2013-2014) Wells Fargo Bank, NA
Builds long-term relationships with new and existing Wells Fargo customers
by consultatively selling retail bank products. Responsible for identifying
and recommending suitable bank solutions, sell retail/small business
products and services, and initiate partner referrals that meet the
customer's needs and their financial goals. Responsible for establishing
and executing events, programs and marketing strategies at the local and
territory level to uniquely brand Wells Fargo. Conduct educational
seminars in the community to expand the brand. Additional focus to drive
loan solutions i.e. mortgage, auto, credit cards and personal loans. Also
assist customers with insurance and investment solutions. Underwriting
authority up to $150,000 per loan. N.C. Notary Public.
Customer Relationship Manager (2011-2013) Bank of America
Provided world class customer service by way of inbound and outbound calls.
Primary focus was to manage the client to business relationship. Managed a
portfolio of delinquent loans by working with loan modification specialists
to determine solutions that will cure the account in a timely manner. Built
internal relationships and worked closely with underwriting and closing
departments to facilitate loss mitigation options for borrowers. Reviewed
loan approvals and addressed all conditions required for underwriting and
closing. Prepared and submitted timely and accurate loan files to the
Underwriting and Closing Departments; Used SalesForce.com to manage loan
pipeline as well as conduct credit and underwriting analysis. Provided
world-class customer service and respectful, consultative guidance to
mortgagors. Experience with Bankruptcy, FHA and Conventional loans.
Loan Adjustor/Default Underwriter (2010-2011) Wells Fargo Home Mortgage
Managed a portfolio of problem loans (in Default). Worked closely with
closing departments to facilitate loss mitigation options for borrowers.
Approved loans to be modified and addressed all conditions required for
underwriting and closing. Prepared and submitted timely and accurate loan
files to the Closing Departments; Used Sales Force to manage loan pipeline
as well as conduct credit and underwriting analysis. Experience with
Bankruptcy, FHA and Conventional loans. Also worked as a Collections Team
Lead and Foreclosure Team Lead.
Radio Host/Producer/Broadcaster (2009) The StuMoe Report/LA Talk Radio
Internet Radio Host for The Stu Moe Report broadcasted through LA Talk
Radio. Live streaming internet broadcast. Writer and Producer of radio
show content. Created on air feature stories; used social media as a
platform to gain listeners; conducted engaging guest interviews and
maintain insightful conversational on-air activities. Sold add space for
revenue.
Loss Mitigation Manager (2009) Round Point Mortgage Corp.
Managed a team of 15 for all loss mitigation processing for a default loan
pipeline of $9.6m per month. Directed, managed and coordinated all loss
mitigation and collections operations for private investors. Underwriting
and collections authority for modifications and short sales to maximize
portfolio profitability. Was 1st tier quality assurance. Approved final
HUD's and appraisals. Managed processes and procedures. Hired, coached and
trained employees.
Foreclosure Prevention Counselor (2008-2009) Charlotte Meck Housing
Partnership
Assisted customers in pursuing alternatives to foreclosure and processed
loss mitigation options. Strategies used include repackaging debt and
rescheduling payments. Consult on pre and post bankruptcy cases. Verify
hardships and worked investor guidelines to present loss mitigation
options; modifications, short sales and forbearance plans. Face to face
interviewer and counselor. Extensive knowledge of the foreclosure process.
Also participated in the CMHP new home ownership counseling program.
Marketing Specialist/ Reo Asset Manager (2007-2008) Harrington, Moran and
Barksdale, LLC
Managed and marketed REO properties directly to realtors threw a digital
marketing channel. Developed and implemented sales and marketing strategies
to help facilitate the sale of REO properties. Coordinated sales and
closings with lenders and realtors. Managed an interactive website;
facilitated seminars and promotional activities at industry events all to
complete the sales cycle. HUD Contractor.
Loss Mitigation Manager (2002-2006) Wells Fargo Home Mortgage
Managed a team of 15 for all loss mitigation processing for a default loan
pipeline of $9.6m per month. Directed, managed and coordinated all loss
mitigation and collection activities in a call center environment.
Underwriting and collections authority for modifications and short sales to
maximize portfolio profitability. Approved final HUD's and appraisals.
Issued title claims and new title insurance when needed. Managed processes
and procedures for continued improvements. Managed service levels and call
metrics for each employee. Hired, coached and trained employees
Territory Sales Manager/Trade Marketing (1996-2000) Brown and Williamson
Tobacco
Grew Brown and Williamson products by selling direct to tobacco related
retail stores and distributors. Provided world class customer service and
Managed territory with the ability to work and be successful in multiple
marketing channels. Identified new product opportunities and markets.
Partner with a pro-active inside selling team to obtain market demographics
for prospecting and market development. Also, managed a team of 4
merchandisers.
EDUCATION
Bachelor of Arts, Mass Communications/ Marketing, Johnson C. Smith
University, 1992.
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