Mortgage Specialist I Escalations

PROFILE

Accomplished Mortgage and Consumer Lending Professional with extensive Account Management and Customer Relations expertise. Results-driven visionary with excellent business acumen, communication and interpersonal skills. Broad experience dealing with all levels of organizational management; a strong emphasis in analysis used for resolutions. Proven history and success increasing profitability, improving performance, and cultivating productivity in sensitive, fast-paced environments and highly competitive industries. Seek mortgage analyst / specialist position with opportunities for growth and advancement that AREAS will OF benefit EXPERTISE from my experience and leadership abilities.

PROFESSIONAL ATTRIBUTES

Strong analytical and business management skills, leadership qualities, and solid communication abilities

Focused and persistent: both "big picture" visionary and detailed oriented, resolving potential issues that could block the company's goals

Proficient in client relationship management and customer service; improving customer retention levels within highly competitive markets

Highly organized, with the ability to multi-task in a fast-paced environment, responds quickly and effectively to problems

Excellent proficiency in MS Office and Adobe products, Fiserv, Clarifire, Collateral Management System

(CMS)-FNC, DARTS, Equator, HomePath, HomeTraker, Loss Mitigation Valuation (LMV), Mortgage Serve, SharePoint Mortgage Serve, Cim 7, Siebel CRM, LPS, and numerous software applications

AREAS OF EXPERTISE

Peerless Customer Relations/Service

Customer Champion & Advocate Quality

Control/Assurance

Critical Thinking & Problem Solving

Managing Multiple Projects

Time & Task Management

Mortgage Loan Modification,

Loss Mitigation & Servicing

Project Management

Mortgage Escalations/Case Analysts/Mortgage Release

LICENSES/CERTIFICATIONS

Fair Debt Collection Practices Act (FDCPA) Certified EXPERIENCE

Feb 2013 - Oct 2015 Short Sales Escalations l Mortgage Release, Fannie Mae, Dallas, TX Performed a broad range of complex operations related to mortgage release, property management, short sales process, contest property valuations, and managing escalations.

Liaison between Fannie Mae short sales department, servicers, and real estate professionals

Managed the mortgage release program and property management companies completing transitional 6 and 12 month leases to secure the mortgage release program

Managed and resolved escalation inquires affecting Fannie Mae business including loss mitigation, foreclosure, underwriting, property value, and servicing inquiries

Initiated the creation of the department procedure manual and updated on a continuous basis

Researched and resolved complex and sensitive inquiries requiring internal communication, collaboration, and consultation

Partnered with Fannie Mae management and internal departments to resolve inquiries and property value negotiations

Provided daily and weekly data/statistics/analysis reports to management and property management companies

Jan 2011 - Feb 2013 Case Analyst, Fannie Mae, Dallas, TX Responsible for receiving and analyzing risks, and processing/monitoring loans from escalation sources, including HUD Housing Counselors, Treasury, Congressional, and government offices, on behalf of homeowners that have applied for MHA programs.

Reviewed inquiries to validate escalation source, ensured required documents and information were available to create and escalate a case within the customer interaction management system

Ensured accuracy of correct documents and information to resolve homeowner case

Obtained missing documents from the homeowner to provide supportive evidence for eligibility

Created complete cases with MHA program required information to be resolved by the HSC Case Specialist

Reassigned escalated case requests as needed/obtain missing information for cases deemed incomplete Accomplishments

Employee of the Month, for Quality Performance Measurement, Dec 2011

Mar 2009 - Oct 2010 Loan Modification Representative, Saxon Mortgage, Irving, TX Reviewed mortgage loan portfolio and determined loans eligible loans under the Home Affordable Modification Program (HAMP) and modified in accordance to the program guidelines. OTHER RELEVANT EXPERIENCE

Sep 2007 - Dec 2008 Account Services & Document Mgmt., GMAC, Homecomings Financial, Dallas, TX May 2006 - Sep 2007 Assistant General Manager, Teavana Corporation, Dallas, TX Mar 2005 - May 2006 Sales Consultant Representative, DeWolff Boberg & Associates, Dallas, TX May

2004 - Feb 2005 Sales Consultant Representative, Q4i, Inc., Irving, TX May 1997 - May 2004 Account Mgmt., Parago, Inc., Network Associates and Occidental Chemical Company, Dallas, TX

EDUCATION

University of Texas - Arlington

Bachelor of Business Administration degree in Marketing PROFESSIONAL

ATTRIBUTES

Association of Mortgage Professionals

ACTIVITIES/COMMUNITY

Volunteer, North Texas Food Drive and Boys and Girls Club, Fort Worth

Created 'Girl Talk' program for Boys and Girls Clubs now used in all of the sites

Hobbies and interest include painting, the Arts, bicycling, yoga, culture and travel

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