Customer Service Loss Mitigation

Jennifer L. Hanson

**** ****** *****, **********, ** 32068 ? 904-***-**** ?

**********@***.***

Professional Qualification

I bring 18 years of experience in Mortgage Servicing with a commitment to

high standards of conduct and performance. I am self motivated with a

proven ability to handle multiple tasks in a fast paced environment. I

have extensive knowledge in Customer Servicing, Escrow administration,

Default administration, Loss Mitigation, Mortgage Documents, reviewing loan

histories in MSP and utilizing both Customer Service and Default

workstations. My training has included 100+ hours of Allreg's Academy

training, CFPB, OCC and Investor Compliance training.

Professional Experience

PNC Mortgage - Jacksonville, FL (June 2012 to

Present)

Loss Mitigation Team Leader IV FHLMC / FNMA

Responsibilities include leading a team of 30 Credit Analyzers to ensure

all OCC, CFBP, Freddie Mac and Fannie Mae requirements and regulations are

met during all Loss Mitigation loan reviews, monitoring managerial reports,

responding to all customer escalated and litigated cases, develop

processes to prevent future trending, addressing all quality finding with

each Credit Analyst individually, developed and presented all new hire

training for Fidelity Servicing System, Freddie Mac Workout Prospector,

Income calculations, document review and requirements, Alta and MPG titles

reviews and creating modification mortgage documents. I've assisted with

formulating process maps to assist with creating policies and procedures to

ensure we are compliant with all mortgage servicing regulations and

requirements as well as monitoring and coaching all Credit Analyzers on

their overall performance and production.

Loss Mitigation Negotiator III FHLMC (March

2011 to June 2012)

Responsibilities included negotiating Freddie Mac Loss Mitigation Post

Foreclosure modifications, training negotiators on PNC and Freddie Mac

processes, resolve escalated issues with accuracy and timeliness, assisted

in the development of PNC Loss Mitigation foreclosure rescission process to

ensure accuracy, accountability and minimal servicing losses.

Digital Risk, LLC - Jacksonville, FL (June 2010 to

January 2011)

Processing Analyst Supervisor FHLMC

Responsibilities included implementing new processes to improve

departmental performance, identifying and implementing additional training

needs to help our team members meet daily goals, track and report daily

production to the client and senior management, track and approve employees

attendance through ADP portal, prepare and address performance evaluation

with all team member. Our departmental responsibilities included preparing

servicers files for FNMA and FHLMC origination audits. I led our team to

successfully meet all deadlines set by Management and/or clients with

quality reviews exceeding 95% or better.

Sparta Special Servicing, LLC - Jacksonville, FL (March 2009 to May

2010)

Collections Team Leader

Responsible for processing all phone payments submitted with in the same

business day, handle and resolve escalated calls and presidential concerns,

organized and conducted training for new hires, as well as providing

direction and support to all team members as needed. I assisted in

creating all policies and procedures for the collections team and

monitoring and ensuring all calls were handled with the highest quality and

ensure all processes were being followed according to procedures.

Tax Specialist Research Support

Responsible for implementing structure for the Tax department including

writing policies and procedures, creating all on-line letter writer

documents, building timeline matrix for all processes and updating all

county, city, state, and school guidelines to ensure our policies and

procedures meet all state requirements.

ABN AMRO Mortgage Group, Inc. - Jacksonville, FL (June 1997 to

March 2007)

Final Analysis Specialist

Audit REO, FHLMC, VA, and Private Investor foreclosed loans to identify and

report in detail all controllable losses, enabling the management team to

develop process changes to mitigate future losses, reconcile managerial

reports on a daily basis to track inventory and work flow with in the

department, review tax, lender placed insurance, and hazard insurance

disbursements to ensure all recoverable funds are received and applied,

reviewed attorney and property preservation invoices to determine proper

billing and / or bill backs were conducted.

Collections Representative FHLMC

Handled in bound and out bound calls through a phone dialer system in an

effort to collect funds and / or discuss loan resolution options, collect

financial information from borrowers to determine what workout options may

be available to them, set borrowers on pay plans to avoid foreclosure, if

needed. Also, assisted the department in achieving a Tier 1 rating by FHLMC

for early collections and reducing the delinquency of all incoming

acquisitions by 15% within the first 6 months.

Tax Specialist

Responsible for the timely disbursement of Real Estate Property Taxes and

the balancing of tape payment for Tax Servicers research and resolve

delinquent taxes, tax sale, tax liens and any other tax related issues.

Close correspondence with Tax Collectors, borrowers, Tax Services and 3rd

parties professionally, daily. I was recognized for outstanding

organization skills, top performer for more than 3 months and 100% tax

payment processing, resulting in zero delinquencies.

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