Manager Customer Service

Markea Sepulvado

*** ********* **. **********, **. 75067 817-***-****

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

Objective

Seeking an opportunity to utilize my experience and skill set. I hold 7 years experience in the mortgage industry including; originations, loan processing, collections, and underwriting. I hold 8 years combined experience in the automotive finance industry including; underwriting, collections, marketing, management, and corporate training.

Profile

I am a motivated and personable business professional with multiple years of experience. I have a proven track record of successful endeavors. Organized and meticulous, with exceptional communication skills. Quality driven, diplomatic and tactful in all professional environments at all levels. I am accustomed to handling sensitive, confidential records with a demonstrated history of producing accurate, timely portfolios while meeting stringent timelines with accuracy. I am flexible and versatile and able to maintain a sense of humor under pressure. I am poised and competent with a demonstrated ability to easily transcend cultural differences with excellent team building skills.

Skills Summary

•Automotive/ Mortgage Underwriting

•Mortgage Originations

•Management

•Mortgage Loan Processing

•General Office Skills

•Microsoft Office

•Collections Management

•Corporate Training

•10 key Proficient

•Written Preparation

•Written Correspondence

•Professional Presentations

Professional Experience

CARLISLE AND GALLAGHER - MORTGAGE SPECIALIST

• Mortgage Specialist

•Bankruptcy Audit and Analysis - Accounting, Audit payment records, documentation to assure integrity of the file is within legal, state and federal guidelines.

•Mortgage Loan review - FHA,VA,Conventional,Fannie, Freddie Loan scrutinization for all pay history and documentation within each file. Hud1,Escrow,Bank statements, PNL,Income, Appraisals. Ensured the applicable monies owed to 3rd party vendors and Borrowers are processed accordingly.

•Data Reporting - Data and process inputs for client daily progress within the department to ensure all goals and measure are met.

•Beta Testing - Researched and integrated comprehensive factual information to identify inconsistancies and process gaps in the data provided from the client.

CITI BANK – SENIOR MORTGAGE LOAN PROCESSOR, MODIFICATION MORTGAGE UNDERWRITER, MORTGAGE COLLECTIONS AND HELP DESK SUPERVISOR

•Mortgage loan processor:

•Processing Fannie Mae, Freddie Mac, Streamline, DU Loans

•Review loan file to verify procedures per guidelines

•Ensure integrity of all data and process inputs.

•Order necessary documents and follow-up with vendors/third parties to obtain in timely manner.

•Manage pipeline of loans within required performance standards for welcome, approval and status calls.

•Obtain and review customer documents, and clear conditions commensurate with authority level.

•Submit loans to underwriting for conditional review and full approval upon receipt of appraisal.

•Partner with sales and underwriters on difficult and/or exception transactions.

•Guarantee on time closing by completing all required pre-closing steps; making cash to close call, and handing file off to closer within required performance standards.

•Modification mortgage underwriter:

•Diligently identify transaction components that indicate the potential of fraud within the loan documents.

•Make appropriate and intelligent decisions regarding deficiencies identified during review of mortgage loan files to ensure compliance with company, industry and federal guidelines.

•Perform risk analysis and forensic review on client’s mortgage loan files.

•Worked closely with internal departments, processed pertinent documentation for each state specific law and regulation through closing.

•Underwriting FHA, Fannie and Freddie Mac Loans.

•Help Desk Supervisor :

•Assisted department of 850 as help desk supervisor taking escalated calls from clientele

•Urgently reviewed and processed mortgage extensions and forbearance programs for clients in default

•Approved and denied overrides and assisted in educating collectors on new processes.

•Collections:

•Contacted clientele and offered options and solutions to assist in each individual scenario

•Managed a portfolio of over 350 internal clients per month accounts 14-90 days past due:

•Built client retention using best business practices while collecting on 1st and 2nd home loans as well as home equity lines of credit in default.

•Reviewed and initiated modifications, forbearances and extensions.

•Tested and implemented new software for the ACD collections department:

•Launched new software for a new team developed for the advancement of 2nd liens and Heloc’s, building revenue from $75k to over $780K in first month individually.

•Rapidly learn and master varied computer programs

•Accurately record data and compile a review of the circumstances and applicable conclusions

COUNTRYWIDE HOME MORTGAGE/ORIGINATIONS OFFICER:

•Professional correspondence to clients.

•Generated new mortgage loans to existing clientele including agency requirements and tight deadlines.

•Design and deliver series of loan options to clientele.

•Worked closely with internal departments, processed pertinent documentation for each state specific law and regulation through closing. Generated new mortgage loans to existing clientele including agency requirements and tight deadlines.

•Professional correspondence to clients.

•Design and deliver series of loan options to clientele.

•Worked closely with internal departments, processed pertinent documentation for each state specific law and regulation through closing.

•Consolidation of loans.

TARGET CORPORATION/ PRESENTATION AND SIGNING MANAGER:

•Managed a team of 8 full time employees

•Plan-o-grams and Signing implementation throughout the store

•Interviewing for all departments

•Scheduling and accountability

SANTANDER/AUTO COLLECTIONS MANAGER:

•Astutely managed a team of 45 full time employees.

•Daily reporting

•Performance and Corrective action.

•Worked closely with internal departments and human resources.

•Training and Performance evaluations audit

•Quality Assurance

NISSAN MOTOR ACCEPTANCE CORP/ CREDIT UNDERWRITER, CORPORATE TRAINER, FE/ BE COLLECTIONS:

•Professional relationships built with all Nissan and Infiniti sales directors and dealers.

•Scrutinized all income and credit report information provided by potential borrower for new prime loans

•Trained consumer communications departments including; Lease maturity, customer service, marketing departments and telephone etiquette.

•Fluent in all aspects of consumer lease and retail portfolios.

•Front and Backend Collections

•Quallity Assurance

Employment History

CARLISLE AND GALLAGHER - Irving, Texas 03/2014 to Present Mortgage Specialist

CITI MORTGAGE – Las Colinas, Texas 06/2009 to 01/2014 Senior Mortgage Loan Processor, Modification Loan Underwriter, Mortgage Collections, Help Desk Supervisor

TARGET CORPORATIONS – Lewisville, Texas 12/2008-12/2009 Presentation and Signing Manager

COUNTRYWIDE – Fort Worth, TX. 06/2008 – 12/2008 Mortgage Loan Originations

SANTANDER - Dallas, Texas 06/2007-06/2008 Collections Manager

NISSAN MOTOR ACCEPTANCE CORPORATION –Irving, Texas 05/2001-06/2007 Collections Team Lead, Corporate Trainer, Senior Credit Analyst

Education

VENICE HIGH SCHOOL GRADUATE – L.A. California class of 1993

DALLAS ART INSTITUTE – Dallas, TX

Computer Animation and Graphic Design, 1996-1998 GPA: 3.5

UNIVERSITY OF PHOENIX – Irving, TX

Business Management with a minor in marketing, 2003-2005 GPA: 4.0

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