Customer Service Management

RENEE BRYANT

**** ***** ***** **** – ARLINGTON, TX 76002 PHONE: 682-***-**** *****.********@*****.***

Multi-faceted, efficient & reliable Mortgage Services Professional with 10+ years of supporting directors, managers and employees to improve internal operations. I am proficient in most of the standard office desktop software, computer applications and design programs. Diversified skill sets covering client support, client relations, writing, analysis, and management. I have excellent inter-personal, phone and digital communication skills.

Key Competencies:

SME MSP/LPS/FDCPA

Jr. Project Management

Account Management Operations

MHA audit, testing and Internal Review(HAMP)

Reports & Correspondences

Information Research and Analyzing

Troubleshooting/Problem Solving/Analytical

Working in a Team Environment

WORK EXPERIENCE

HSC Universal Specialist III – FNMA U.S. Department of the Treasury Contractor

11/2014-Current Princeton Information, Dallas, Texas

Assist servicers with all the aspects of the Home Affordable Modification Program (HAMP) reporting (non-GSE and GSE loans) and servicing transfers.

Specially trained to handle escalated cases, evaluating the circumstances and status of a request for assistance under the Making Home Affordable (MHA) program.

Engage the servicer’s/investors to identify and resolve the escalated case in manner consistent with MHA Program guidelines.

Well versed on the MHA handbook and guidelines.

Bankruptcy Auditor / Quality Analyst

02/2014-11/2014 Carlisle & Gallagher Consulting Group, Farmers Branch, Texas

Perform Quality Control review over a department of QA Specialists.

Audit bankruptcy files for application of payments to determine current or delinquent post-petition status.

Review, analyze, and enter debtor and trustee payment information in client system of record and company bankruptcy application.

Complete a referral package including payment reconciliation ledger and supporting legal documentation such as Deeds of Trusts, Notes, and Assignments.

Review court docket and case information via electronic case monitoring to promptly determine when attorney action is required and refer to local counsel as necessary.

Produce and Maintain quality reports

Collaborate with management on business process and improvement.

Responsible for review of highly sensitive/priority cases with in scope of the project parameters.

QA bankruptcy case information to assess and remediate financial harm.

QC ACQUISITION ANALYST

05/2013-1/2014 Rushmore Loan Management Services, LLP, Irving, Texas

Review/Audit of ARM Loans with upcoming change calculations.

Making sure all loan origination documents are received and in file and/or request missing

documents.

Daily QC of loan origination, servicing file and collateral documents.

Comparing MSP data to loan origination documents or executed loan modification documents.

Audit and Correction of newly acquired ARM loans/ Loans from Acquisitions.

Identifying & deciphering prior servicer ARM data and ARM plans in comparison to ours.

Create ARM Plans based on needs, (Interest Only, and Option ARM).

Update Daily, Weekly, and Monthly ARM indices.

Process system changes on CPI/MSP/Fidelity Servicing System for Loan Modifications

Boards P&I and modified terms on the acquisition loans.

Track SSCRA loans and updates accordingly in our system.

Research ARM and Modification items for Various Groups

ANALYST TEAM LEAD ASSISTANT

06/2012–01/2013 Carlisle & Gallagher Consulting Group, Farmers Branch, Texas

Performed audit analysis for one of the top four financial institutions surrounding the Office of Comptroller of the Currency’s Consent Order regarding independent foreclosure reviews.

Conducted audit procedures on loan documents for accuracy, completeness, and compliance to ensure the company complied with Investors guidelines such as, Freddie Mac, Fannie Mae, FHA, VA, Ginnie Mae, State and Federal regulations (analyzing all credit documents, re-calculating income, re-verification of loan documents).

Strong understanding of the Mortgage Process (Origination, processing, UW, Closing, Post Closing and Servicing), Foreclosure Process (judicial/non-judicial, phases of foreclosure, etc.), and Bankruptcy Court Process.

Data analysis and reporting, daily forecasting, preparation and presentation of benchmark reports which include team and individual daily goals.

Managed team of seven to eight FTE’s in the absence of manager; task included attending manager meetings, organized team meetings to update employees on any new information impacting current work flow, monitored cases and provided feedback to staff.

ASSOCIATE QUALITY ANALYST I

03/2010–06/2012 Citi Mortgage, Las Colinas, Texas

Actively involved in providing audit responses for the business when loans were in question by MHA or Fannie Mae/Freddie Mac regarding solicitation of assistance programs and proper handling pre and post modification.

Involved in working the RCSA internal testing that was audited by MHA.

Pulled metrics from database to produce weekly reports and created Master Spreadsheets to upload to database and SharePoint. Then assigned necessary work to employees.

Helped implement time management chart on daily projects to ensure proper scoring matrix was in place for employees’ performance reviews.

Ensured proper handling/completion of tasks associated with the employees regular queue function and one off projects.

Managed loans that had been service released by Citi and completed the process post release date required in order to release the loans to the new servicer.

Teamed up with business analyst in order to test and validate the accuracy in the logic for reporting and frequently communicated with senior level management to discuss results.

Responsible for pulling reports on accounts in question, analyzing them, coaching and training other representatives on how to work the accounts reconciling/compiling the work completed.

Participated in weekly conference calls with Treasury department to address any internal audit issues.

SENIOR LOSS MITIGATION REPRESENTATIVE

10/2009–03/2010 Citi Mortgage, Las Colinas, Texas

Maintained high quality service and collections of High Risk mortgage accounts including Pre Foreclosure, Foreclosure, Short Sale Referrals, Bankruptcy, Escrow/Non Escrow, ARM, 2nd liens. (Worked with FNMA, FHLMC, GNMA, VA, FHA, GSE, Citi and other private investors)

Negotiated with customers and applied applicable solution to resolve delinquency using tools such as ER and LPS.

Teamed up with management in testing the roll out of the MHA program.

Devised work strategies to maximize the impact of managing a queue and curing delinquency.

Collection and knowledge of all documents needed to assess the strength/setbacks of the mortgager to determine best course of action and qualifications.

Provided peer support, assist management with training in procedure and quality (set up/sign-on to IVR, taking escalated calls, testing queue work reports, leading by example), I served as a point of contact to staff and other managers.

Provided feedback and solutions to Management Staff from employees as part of the VOE Committee which includes planning and organizing Team Building Events.

LEAD SENIOR REPRESENATATIVE II

9/2005–10/2009 TFC/Santander Consumer USA, North Richland Hills, Texas

Provided high quality Customer Service and Collections on 30-120 Day Delinquent Auto Loans, providing first call resolution whenever possible.

Avoided losses by restructuring plans to assist clients in resolving delinquency (created repayment arrangements, conflict resolutions and negotiation of pay offs).

EDUCATION

1999-2000 University of Advancing Technology - Associates in Science Degree: Civil Engineering Designs

1994-1997 Grambling State University - Engineering Course Work (1YR Internship 1996 – Walt Disney World – Imagineering Program)

SKILLS

Microsoft Office 2010/2013 ( Word, Excel, Access, Front Page, Publisher, Power Point),Windows, OCS, FISERV, PACER, LPS (web direct)(Black Knight), CIM, HCIM, Pentagon, DMS, Director, AS400Citilink/ISYS (MSP), Citrix, ER, LPS, File net, Lombardi, GEM, Fast Data, Accurint, DRI, Aspect, LIV, IRC, IVR, Vendorscape, Soft Desk/LDD, AutoCAD, UNIX (EMRS). Familiar with RADAR, LSAMS, ASPECT, SHAREPOINT, DU

LinkedIn Profile: https://www.linkedin.com/in/renee-bryant-2514b72a

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