Customer Service Sales

Royce Leon Thompson II

*** ***** **** ****

Jacksonville, Florida 32218

Phone: 904-***-****

Email: ***************@*****.***

SUMMARY OF CREDENTIALS

. Excellent leadership, organizational, oral/written communication,

analytical, and problem resolution skills.

. Extensive sales, customer service, bankruptcy, loss mitigation,

underwriting and training/mentoring experience

. Proficient in CPI, Director, DARES, Wintrak, Newtrak, Microsoft Word,

Lotus Notes, PowerPoint, Excel, PHHORCE, I-Desk, LoanSpan, Citrix, NUPRM

and Internet Chat Platforms

. Competent in Mortgage Originations and Default Servicing

. Ability to handle confidential material in a professional, highly ethical

manner

. Time management and organization skills to effectively prioritize

multiple objectives and achieve volume goals

. Will work overtime as needed

TRAINING & INSTRUCTIONAL DESIGN SKILLS

. Provided training to new employees and internal/external clients

. Conducted community-based home ownership workshops

. Created and administered classes on etiquette and social skills

. Co-Authored a bible based curriculum for Teens and Pre-Teens

. Hired and Trained Commercial Cleaning Employees

. Designed the Internet CHAT Sales Lead and Registration Tracking

Spreadsheet

MANAGEMENT SKILLS

. Operated and managed a Commercial Cleaning Franchise

. Set employee work schedules in accordance with client needs

. Procured and maintains cleaning chemical and supply inventory

. Assisted Special Servicing Leadership with the implementation of Debt to

Income Ratios

. Created Short Sale Deficiency Balance Work Flow Sheet

. Created Quality Assurance Matrix to track employee performance

SALES/BANKRUPTCY/LOSS MITIGATION/UNDERWRITING

. Processes, analyze, and underwrites Private and FNMA mortgages in

bankruptcy/default/imminent default for the purpose of Loan Modifications,

Short Sales, Deeds in Lieu, Temporary Forbearance, and Negotiated

Settlements

. Proven ability to determine workout plans that best mitigate company

losses and prevent recidivism

. Communicates with AHMSI local counsel, Bankruptcy Trustees, borrowers,

attorneys, brokers, and various authorized third parties to provide

direction regarding foreclosure actions, relief of automatic stay, and

plans for loss mitigation workouts

. Participated in GE Money Mortgage Pilot Launch and Internet Chat Sales

Team Platform Launch

. Highest average registration conversion on Internet Chat Sales Team

. Served as loan originator on PLS, Charles Schwab, and Merrill Lynch

. Educated branch loan officers on PHHORCE/LoanSpan navigation

. Ensured credit policies are applied in all areas of underwriting

. Ensured conformity with bank policies and procedures

Department Production Leader

. Reviewed all income documentation including pay stubs, tax returns, bank

statements in accordance with investor guidelines

. Thorough understanding of underwriting policies and procedures, including

investor guidelines and regulatory updates

EMPLOYMENT HISTORY

. April 2012-January 2014 - Wells Fargo Mortgage Underwriter III

. September 2010-April 2012 - PNC Bank, FNMA Loss Mitigation Negotiator III

. October 2008-September 2010 - AHMSI (American Home Mortgage Servicing

Inc.)

. January 2008-April 2011 - Jani-King, Co-Owner/Operations Manager

. May 2005-October 2008 - PHH Mortgage, Loan Originator

. April 2004-December 2007 - The Giggle Box, Sales and Delivery Associate

. December 2001-August 2004 - First American Title, Foreclosure

Processor/Customer Service Associate

EDUCATION

. First Coast High School 1991

. Florida State College at Jacksonville, sophomore (Elementary Education)

Contact this candidate