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Customer Service Team Leader

Plano, Texas, United States
October 06, 2016

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Over 16 years of experience in lending, customer service, finance, organizational collaboration, reporting, documentation, problem resolution, research, database management and communication.

Highly knowledgeable in HAMP & HUD databases and FHA, VA & FNMA loans.

Self driven team player with strengths in communication and developing interpersonal relationships.

Possess excellent planning, organization, time management and decision making skills.

Strategically coordinate and collaborate with various professionals to maximize performance in facilitating goals and attaining operational excellence.


Property Preservation Coordinator, Mortgage Contracting Services 2015 – 2016

● Maintained portfolio of loans for properties being prepared for conveyance to HUD.

● Reviewed and approved bids, and communicated with vendors and contractors regarding property repair work, including reviewing photos of work being performed on properties.

● Submitted bids to HUD as well as client for approval on items other than allowables.

● Ensured that bid costing was comparable to similar repair pricing in each state.

● Reviewed property for final conveyance submitted property to Part A. Tax Support Specialist, I ntuit (Contract Position Through Catapult Staffing) 2014 2015

● Provided service and support to Intuit Tax Online customers for questions regarding tax returns being prepared using Intuit products.

● Responded to both product/software inquiries and tax questions and calculations.

● Applied defined practices, procedures and company policies to help troubleshoot and resolve customer inquiries. FHA Quality Assurance Analyst, W ingspan Portfolio Advisor 2 013 2014

● Developed & implemented comprehensive quality control strategy to address data integrity & quality concerns for Loan Department.

● Authored detailed reports & assessments, monitored phone calls to ensure propriety and conducted research using HAMP, HUD, FHA, VA and FNMA databases.

● Conducted informative presentations, input data into master spreadsheet and enforced quality policies.

● Serviced pipeline of up to 20 home equity, VA, FHA, VHA, conventional, prime and subprime loan packages per month.

● Diligently verified applicant financial data.

● Collaborated with coworkers & company personnel to address and resolve applicant problems. Collector III, A lly Financial GMAC 2 009 2011

● Communicated with past due clients regarding outstanding balances.

● Discussed mitigation strategies with debtors and established payment plans.

● Expertly managed pipeline of more than 350 loans.

● Provided servicing for both defaulted and non defaulted auto loans. Financial Services Representative, C ompass Bank 2 007 2009

● Effectively sold money market accounts and closed equity & mortgage loans.

● Diligently maintained database of clientele and communicated with customers regarding financial status. Alternative Mortgage Products Servicing Collector & Team Leader, C ountrywide Financial 2 001 2006

● Established payment plans with past due clients to bring all accounts to currency and maintained comprehensive database of clientele.

● Drafted reports and researched client problems using HAMP, HUD, FHA, VA and FNMA systems.

● Oversaw meetings, developed monthly operations plans and managed pipeline of over 275 loans.

● Monitored customer calls to ensure adherence to company policy and quality standards.

● Supervised and evaluated personnel.


Home Equity Loan training

Mortgage Loan Origination, Kaplan Professional School

“Learning The Basics of Mortgage Banking”

Team Leader Certification

Microsoft Office Suite training

El Centro Community College

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