Customer Service Office

Fiona C. Booker *** Epworth Ct Atlanta, GA ***** 937-***-****

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

OFFICE PROFESSIONAL

CLIENT SERVICE ADVANCED MORTGAGE EXPERTISE

SUPERIOR WORK ETHIC

Dynamic senior financial professional with extensive experience in the area of mortgage default

and/or foreclosure intervention counseling, specifically relating to current industry practices of

loss mitigation including loan repayment, forbearance, modification, refinance, loan

assumption, short sale, deed-in-lieu, community referrals, and other remedies available to

homeowners to avoid foreclosure. Expert in mortgage products and proficient at financial and

credit analysis with a high level of customer service. Mediation, loan processing and

underwriting operations experience. Able to learn new concepts quickly, and work well under

pressure. Possess excellent interpersonal, analytical, and organizational skills. Can do attitude

and work very cooperatively with others. Effective problem solver, with the ability to prioritize

and manage heavy work flow without direct supervision. General office support. Proficient in

Microsoft Office Suite, and 10-key by touch.

PROFESSIONAL EXPERIENCE

Robert Half (Office Team) Dayton, OH Administrative Professional

12/2014-Present

Provide clerical assistance to the business development team through database management,

internet research, making travel arrangements, and general office support. Accurately track

and report activity and progress. Initiate and manage administrative on-boarding functions for

new staff. Collaborate with other office staff, supporting branch locations and communicate

with all levels within the organization.

PNC (Disys) Miamisburg, OH Bankruptcy Specialist

7/2014-11/2014

Reconciled borrower accounts after Loan Modification pursuit of Reaffirmation Agreement.

Research Proof of Claim and Motion for Relief of Stays. Process incoming requests on loans in

bankruptcy, including reviewing funds on bankruptcy loans and providing posting instructions,

and communicating to the attorney(s), analyzing and monitoring loans that are in or have been

in bankruptcy, addressing issues regarding these loans as presented by customers, co-workers,

management, and legal counsel, and completing other administrative and analytical tasks to

meet service levels. Miscellaneous projects relating to Financial Controls.

WPCU (Office Team) Fairborn, OH Mortgage Administrative Assistant

11/2013-6/2014

Welcomed and greeted visitors warmly and make sure they are informed as to their

appointment. Answered incoming calls, checked messages, referred inquiries, issued visitor

badges, and provided word processing and secretarial support, other duties as assigned by the

Director of Retail Loan Operations.

WPCU (Office Team) Fairborn, OH Mortgage Associate

06/2013-10/2013

Entered applications for mortgage loans, gathered all required documentation and prepared for

presentation to the underwriter. Registered loan submissions, retrieved conditions based on

underwriting feedback. Contacted credit bureaus to verify accuracy of information. Pro vided a

variety of staff support services for the Loan Originators to relieve them of administrative

duties.

City of Dayton (JAG Professional Services) Dayton, OH Revenue Officer

04/2013 - 06/2013

Responsible for collecting on delinquent tax accounts. Assist delinquent tax filers set up debt

repayment methods, identifying repeat tax offenders. Resolve taxpayer complaints. Review

penalty appeal applications and submits them with findings and recommendations pursuant to

the tax code for determination.

CountyCorp Dayton, OH Foreclosure Prevention Counselor

08/2010 - 06/2012

Conducted confidential telephone and face-to-face counseling sessions to determine eligibility

for assistance through Ohio's Hardest Hit Fund, State & Federal programs, and other current

resources. Worked with borrowers in various stages of delinquency or at imminent risk of

default. Examined submissions for Ohio's Hardest Hit Fund verification staff and homeowner

servicing company. Attended court mandated mediation sessions. Trained support staff on

office procedures. Assisted borrowers in completing the steps necessary to avoid foreclosure by

educating borrowers with their options, creating a realistic household budget, gathering the

pertinent borrower and property information and documentation, submitting completed

workout request packages to servicers, assisting borrowers with follow-up actions as required,

and ensuring the timely and accurate input of all case information into the client management

system. Implemented borrower outreach strategies to increase the number of borrowers

served.

Accomplishments:

Applied working knowledge of applicable mortgage programs, made recommendation

for solutions to provide sustainable homeownership.

Participated in Montgomery County's mediation program in order to reach a mutual

agreement between all parties involved.

Freddie Mac (Celerity) Columbus, OH Onsite Analyst

02/2009 01/2010

Negotiated loss mitigation alternatives. Analyzed each situation to determine available loss

mitigation options based on investor/ insurer and delinquency. Documented files rejected from

Loss Mitigation and notifies the Legal Representative of this action. Determined degree of risk

by examining loan applications and evaluating supporting documentation. Ensured accuracy

and validity of the entire loan package. Updated investor and insurers periodically and obtained

approvals as needed. Submitted loans to the automated underwriting system by entering all

loan detail and importing the information to the LP system. Acquired and maintained high level

of knowledge of loss mitigation/underwriting options for investors and insurers. Reviewed

conditions that are required prior to closing the loan to verify all investor guidelines have been

met. Performed maintenance to the system and updates files with relevant information that

complies with investors regulations and ensures satisfactory audits.

Assurant (Aerotek) Springfield, OH Hazard Insurance Specialist

12/2008 - 02/2009

Responsible for managing workflow, and ensuring that associates have the knowledge and

tools to meet or exceed client standards daily. Training and development of department

associates. Serves as a resource to others in the resolution of complex problems and issues.

Distribution of workflow. Ensured that client requirements are met daily. May assist in

developing revised standards and methods. Engaged in basic quality assurance activities.

Workflow One Dayton, OH Account Support Representative

12/2007 - 11/2008

Provided resolution to all service related issues. Interfaced with clients to resolve quality,

delivery and billing issues. Assisted customers in understanding procedures relevant to

placing orders, product lines, availability, and system related issues.

National City Mortgage Miamisburg, OH Loss Mitigation Specialist III

02/2001 - 10/2007

Counseled mortgagors regarding alternatives to foreclosure based on financial analysis,

Negotiated, completed and approved repayment plans, short sales, and deed-in-lieu of

foreclosure between mortgagors, Realtors, and the investors. Established mortgagor eligibility

for workout programs that met investor guidelines. Mitigated potential losses, and managed a

foreclosure portfolio. Evaluated and determined appropriate workout options.

CERTIFICATIONS

HAMP (Home Affordable Modification Program) Certified

Financial Literacy

Safe Comprehensive Mortgage Loan Originator

Financial Education

Advanced Foreclosure and Homeownership Counseling

Contact this candidate