Customer Service /Loss Mitigation
Resume:
Wanda Monteilh
*** **** ****** *****, *******, AZ 85042
*************@*****.***
WORK EXPERIENCE
Loss Mitigation Support Specialist & Reverse Mortgage Solutions - RMS (Default Services & Support Specialist) July 2011- Present
Green Tree, LLC/ RMS /Walter Investment Management Corporation-Tempe, AZ
Researched and analyzed loss mitigation activities, supervised, tracked and resolved customer complaints on accounts to ensure proper protocols were followed in accordance with servicing protocols and CFPB (Consumer Financial Protection Bureau).
Solved complex problems, time sensitive inquiries, and multi-tasked in high volume situations.
Work with internal partners to ensure proper reconsideration was performed when a valid discrepancy was identified by the borrower.
Trained in Loss Mitigation from Originations to Closing on the HUDS for Default Servicing for (FNMA) Fannie Mae, Government Sponsored Enterprise (GSE &Non-GSE) Short Sales, Deed In lieu (DIL), Loan Modification, Collections, Resolve Internal /External Escalations, Reverse Mortgage Solutions (RMS) and servicing areas.
Assured the quality service is provided throughout the start and closing of the designated program.
Worked with internal and external partners to ensure proper reconsideration is performed when a valid discrepancy occurred.
Assisted in coordinating and executing the team productivity standards with a focus on quality of service.
Maintained strong oral and written communication.
Achieved personal production deadlines and standards set each month to obtain the company goals while working in a fast paced team based environment.
Worked accounts thoroughly and properly according to state and federal guidelines.
Strong attention to detail and organized workflow.
Manage individual workflow according to department policy and procedure.
Serviced inbound/outbound phone calls, email, mail, fax and email.
Oversee communications between RMS/Green Tree and the homeowner to facilitate coordination of Foreclosure, Deed in Lieu or Short Sales from initiation to closing of the HUD.
Maintain communication with Attorney’s, Title and Escrow Companies and Authorized 3rd parties on files.
Worked on Special Dialer Inbound /Outbound call projects.
Worked in a fast pace individual and team based program.
HL LM Relationship Manager Specialist II May 2008-May 2011
Chase Home Finance/Sky Harbor Blvd-Phoenix, AZ
Serviced inbound and outbound calls from homeowners financially distressed on their home mortgages or (HELOC) home equity line of credit.
Provided information to the homeowner on loss mitigation options for home retention programs. Maintain strong oral and written communication.
Reviewed and analyzed all documentation provided and prepare files to the underwriting team for decision on programs.
Researched and resolved inquiries related to individual circumstances on loans and serve as liaison between the customer and other internal departments within company policy.
Balanced daily workload.
Collected and negotiated on past due amount or set up trial payments to monitor loan for completion. Maintain multi-million dollar delinquent portfolios.
Maintained (FDCPA) guidelines policy and training knowledge of relevant default practices.
Achieved personal production deadlines and standards set each month to obtain the company goals while working in a fast paced team based environment.
Assistant Manager Mortgage Origination February 2006-November 2007
People Choice Home Loan-Phoenix, AZ
Serviced inbound leads/called outbound leads
Pre-qualified loan programs, took complete 1003 application, researched credit worthiness & DTI/LTV Counsel customers and followed up on documents needed to originate loan in timely matter.
Coordinated and assist the processing and underwriting of the loan.
Ordered appraisals, order titles & payoffs, price up loans, guide and communicate with the closing process.
Worked daily with Director and Management team to establish daily pipeline goals.
Communicated daily with team of employees to establish daily & monthly goals, using leadership capabilities help facilitate team development.
Followed up with team progress each day to assure monthly deadline & assure goals are met
Measured and monitored team performance results Knowledgeable of Mortgage laws (FDCPA, TIL, RESPA, FHA, VA, FHLMC, FMNA).
Mortgage Service Representative/Team Lead March 1999-March 2005
CITI Financial Mortgage-Phoenix, AZ
Serviced in/outbound calls, maintain mortgage portfolio over millions of dollars, mortgage serving in a high pace/high volume team environment.
Negotiated and follow up with payments plan, Collection on 1-120 days past due Service VA, FHA, Conventional loans, all grade paper.
Knowledgeable in Pre-Foreclosure, Bankruptcy, and Forbearance letters, Deferments, Short Sales, Modifications, FDCPA, FHLMC and other mortgage laws compliance rules Communicating (verbally and written) skip tracing docs and credit reports to resolve communication issues.
Researched customer service issues.
Negotiated past/current tax payment issues, research payment issues, establishing monthly goals are met.
EDUCATION
High School Diploma 2006
Central High Online School-United States
U.S Realty Real Estate License Present
US Realty University School of Real Estate-Tempe, AZ
Completing coursework towards Business Degree April 2011-Present
Rio Salado Community College Online-Phoenix, AZ
Continued education provided in Default Service department when working at Citi-financial, Green Tree, LLC and Reverse Mortgage Solutions.
ADDITIONAL SKILLS
Outlook * Word * Excel * Citrix * Fax * Google * UCSE * FORTRACS * LENSTAR * Windows Scanning * Mortgage Serve
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