Customer Relationship Manager/Process Support

Tiana McClain

**** ******* ***., *****, ** (H) 704-***-**** ********@*****.***

Skills

* Over 10 years’ experience in banking/mortgage

* Deep Understanding Of Investors Such As FHA, VA, HUD, Freddie Mac and Fannie Mae

* Highly Knowledgeable with Bankruptcy Chapter 7, 11, And 13 Guidelines

* Negotiate Loan Approvals underwriting and Calculations

* Passionate and highly motivated

* Skillful Auditor

* Analyzed Current/Foreclosures

* Proficient with Microsoft Word, Excel, PowerPoint, MPS, Fidelity Equator, and LOS, AS400, Data entry

* Implemented New Hirer Training

* Leverage Production/Processing skills

Work History

Customer Relationship Manager/Process Support

Bank Of America - Charlotte, NC

10/2011 to 8/2014

* Extensive mortgage background with a focus in strategic initiatives, compliance, and risk and quality management

* Maintained a portfolio of 400-450 customers’ records and accurately updated account information.

* Proven ability to process loan applications, and structured loan to accommodate underwriting findings along with borrower's needs.

* Successfully used automated scoring system and manually calculated (LTV) Loan-To-Value And (DTL) Debt-To-Value Ratio

* Excellent analytical, organizational and prioritization skills

* Verified required documentation, such as financial statements, appraisals, titles, 1040/1099, bank statements, pay-stubs, credit bureau reports and purchased contracts as received.

* Ensured fully processed files were completed prior to underwriting hand off and coordinated effectively with Investor delegations for prompt and accurate results.

* Produced 15-20 disclosure packages daily, to send to borrower within regulatory required time frame.

* Initiated/Monitored liquidations, short sales, reinstatements, DIL and post foreclosure sales, well as resolved issues

Loan Servicing Specialist /Analyst

Wells Fargo Home Mortgage - Fort Mill, SC 01/2007 to 10/2011

* Participated in the development of new policies and procedures

* Successfully prepared approximately 250 Borrower Information Packages (BIP) weekly to educate borrowers on ways to avoid foreclosure.

* Extensive mortgage background with a focus in strategic initiatives, compliance, and risk and quality management

* Demonstrate a comprehensive understanding of specific company products in order to portray confidence and credibility to employees and customers.

* Executed monthly audits through queries and database to ensure adherence to fair lending compliance guidelines

* Reviewed credit bureau reports to ensure completed accurately; according to policy.

* Analyzed applicant’s financial status, credit, property evaluations to determine feasibility of granting loans.

* Reviewed and updated credit reporting on loan files regarding clients charge-offs and short sales.

* Prepared reports, organized packages to send to delinquent customers’ accounts; forwarded irreconcilable accounts for collector action.

Bank Teller

First Charter Bank - Charlotte, NC Jul 2005-Jan 2007

* Solicited new accounts, cross-sells products services and successfully opened 8-10 new accounts on a weekly basis.

* Preserved strict confidentiality of bank records with client information.

* Maintained friendly, professional customer interactions.

* Performed wide range of services including stop payments, NSF, and processed check orders

* Handle substantial cash transactions, along with balancing ATM/Vault Daily

Education

Barber Scotia College Aug 1994 to May 1996

Concord NC

References available upon request

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