Manager Customer Service
Resume:
Luis Santos
***********@***.***
Professional Profile
Strong general and non-traditional default servicing knowledge and experience, including identifying trends and utilizing findings to improve performance, internal processes and oversight, coordinate team experts to work closely and understand overall strategy or loan level strategies, implementation of these strategies and measurement of results relative to expectation to ensure best in class execution. Skills
Ability to work well in a fast paced environment.
Able to communicate effectively orally and written.
Good time management skills.
Outstanding customer service skills.
Exceptional interpersonal skills.
Microsoft Office
Professional Experience
Portfolio Manager
Build and maintain relationships with the servicer/customers.
Consult with customers regarding performance in areas such as investor reporting, collections, loss mitigation, procurement, foreclosure timeline, comply with guidelines and servicing requirements. Ensure that disclosures are accurate.
Manage and monitor (lenders, servicers, and other partners) performance with the goal of safeguarding corporate assets and mitigating operations and financial risk.
Manage repurchases and reconciliation activities. Analyze data, claims, research issues and exceptions, and make appropriate changes.
Implement quality control measures. Conduct in-depth root cause analyses of customer problems and issues. Propose solutions. Facilitate implementation.
Evaluate customer staff capabilities to integrate rules with customer's servicing operations.
Build and improve internal and external customer relationships. Anticipate needs.
Provide training on Fannie Mae products and guidelines to servicer’s staff and management.
Design, develop, monitor, and update workflow processes.
Processes respond to operational risk and control objectives, process improvement goals, and achievement of business goals.
Assume a lead role in reviewing systems to enhance control and simplify operations. Support technology group by testing system enhancements prior to release.
Operate in a lead role within the team. Perform complex projects or participate as a team member on projects at the highest level of complexity
Employment History
Zhouse Realty, Sales Associate Orlando, FL 2015-2016 Special Counsel/FIS, Compliance Analyst-Contractor Maitland, FL 2015-2016 Bayview Loan Servicing, Associate Portfolio Manager Fort Lauderdale, FL 2014-2015 Syapps/Fannie Mae, Portfolio Manager-Contractor Remote 2009-2013 Indymac Bank, Sr. Asset Manager Remote 2007-2009
Accredited Home Lenders, Loss Mitigation Manager Orlando, FL 2005-2007 Ocwen Federal Bank/Moss Codilis LLP, Loss Mitigation Manager Orlando, FL 1998-2005 Education
Valencia Community College
University of Phoenix, Business Management
License Florida Realtor
NMLS S.A.F.E.
Completion Certificate from The Academy for Banking and Real Estate at Stetson University
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