Customer Service Real Estate

PHILBERT .O. WADE ***********@*****.*** IRVINE, CA.92606

Objective:

To enter a challenging position that will allow me to use all of my skills, while being a valuable asset to the company.

•Extensive working knowledge of real estate marketing, maintenance, sales and closing

•Strong negotiation and analytical skills and skip tracing, dispatching.

•Experience in diverse markers with varying portfolio types and volumes

•Knowledge of fiduciary relationships and responsibilities

•Ability to present a professional image and demeanor to internal and external customers

•Excellent verbal and written communication skills, including professional telephone etiquette

•Demonstrate ability to work competently and professionally under stressful situations while multi-tasking.

WORK HISTORY:

First American Title, 3 First American Way, Santa Ana, CA Escrow Assistant Aug 2016 – Jan 2017

Provides support to Escrow department by assisting with customer service and administrative duties related to escrow processing.

Process/prepare Settlement Statements;

Process Funding Conditions;

Prepare loan docs for execution,

Reviewing and Clearing Title/Curative; Order Demands

Review and package docs

Balancing; Handling of Funds for Escrow Closings,

Pre-closing maintenance and post-closing follow up on assigned files.

Strong customer service orientation

Strong Computer Skills

Detail orientation

Excellent verbal communication

Problem solving skills - Strong organizational skill

Performs secretarial and clerical duties to assist in the gathering of information - Answers phones, places calls and email for various information needed for escrow closings.

Nation star Mortgage, LLC. DBA Greenlight Loans HMDA Analyst Sept 2014 – July 2016

Irvine, Ca: 92614

Ensure compliance with the Home Mortgage Disclosure Act (HMDA) by monitoring HMDA regulations for changes and reviewing loans and HMDA data reports for accuracy.

Principal Duties and Responsibilities: (Majority of duties performed, but not meant to be all inclusive or to prevent other duties from being assigned)

Monitors HMDA regulations and reports updates and interpretation changes to Loan Operations Management

Creates, Verifies, and Delivers the combined HMDA/Fair Lending file quarterly for vendor use in Fair Lending and Red Lining analysis

Reviews all HMDA reportable transactions after they have been processed by the loan processing department of Loan Operations

Coordinates and/or Resolves transactions that are unclear with the loan officer and compliance when necessary

Assures that all HMDA reportable transactions are processed in accordance with the regulatory reporting requirement of thirty (30) days after the transaction is decisioned.

Job Specifications

(Knowledge, skills, and abilities normally required for competent performance in the job)

Excellent understanding of Home Mortgage Disclosure Act (HMDA)

Above average knowledge of Microsoft Excel

Strong oral and written communication skills

Disclaimer

3 Point Real Estate Solutions Customer Service Call Center Jun 2013 – Jul 2014

Irvine, Ca: 92618

•Pursued communication with defaulted customers utilizing predictive, preview, and manual dialing to offer potential workout alternatives

•Handle a portfolio of 100-200 defaulted loans.

•Analyzed customer’s situation and collateral risk to present alternative solutions including Special forbearance Plans, Repayment Plans, Modifications, Assumptions, Pre-foreclosure / Short Sales, and Deed in Lieu.

•Assist supervisor in implementation of aggressive strategies designed to help customers who are experiencing hardship and minimized losses to 3 Point Real Estate Solutions and investors.

•Pursued resolution on referrals of non-delinquent customers who request alternatives to allow ownership retention making over a 100 calls per day outbound/inbound and skip tracing borrowers.

•Reduced delinquency rate by 25% by establishing a single point of contact format.

One West Bank Customer Service Call Center Apr 2011 - Sept 2012 Irvine, CA: 92618

•Contacted customers either by telephone, electronically or face to face

•Responded promptly to customer inquiries handle and resolve customer complaints

•Obtained and evaluated all relevant information to handle inquiries and complaints

•Performed customer verifications process orders, forms, applications and requests

•Directed requests and unresolved issues to the designated resource keep records of customer interactions and transactions.

Mortgage Outreach Service Call Center Specialist Aug 2009 - Feb 2011 Irvine, CA: 92618

•Initiated and handled telephone contact with borrowers to gather information,

•Educate and discuss possible resolution of defaulted loans with alternatives to Foreclosure, which may include: modification, repayment plans, forbearance plans

•Process and ensured strict compliance of all government sponsored programs (HAMP, HAFA).

•Use effective listening skills to gather information from the caller to identify borrower’s needs and determine appropriate actions for resolution

•Maintain borrower data integrity by verifying and updating records accurately and efficiently prepared and submitted completed workout packages.

•Coached peers to meet individual performance goals and contribute to team and department performance

A.H.M.S.I. Call Center Rep. 3/09-7/09 Irvine, Calif. 92618

•Pursued communication with defaulted customers utilizing predictive, preview, and manual dialing to offer potential workout alternatives

•Analyzed customer’s situation and collateral risk to present alternative solutions including Special forbearance Plans, Repayment Plans, Modifications, Assumptions, Pre-foreclosure / Short Sales, and Deed in Lieu

•Pursued resolution on referrals of non-delinquent customers who request alternatives to allow ownership retention

•Followed up to insure that all required documentation has been requested and received from the customer

•Coordinated activities with Home Retention Fulfillment, to insure timely and accurate responses, decisions, and resolutions during the loss mitigation process

•Assisted Supervisor in implementation of aggressive strategies designed to help customers who are experiencing hardship and minimize losses to AHMSI and investors.

Self Employed, Irvine Calif. Loan Modification Specialist 11/2008- 2/2009

Compiled Loan Modification Documents for clients and negotiate modified loan terms with various Mortgage Lenders.

EMC Mortgage Corp. Customer Service Call Ctr. 3/2007- 10/2008 Irvine, Calif.

•Initiate contact to customers with mortgage defaults and respond to their inquiries regarding loss mitigation options

•Evaluate the customer’s financial ability, reason for default, and ability to make payment

•Negotiate and formalize repayment arrangements which include verifying arrears, formulating terms of repayment, drafting

•Coordinated and facilitated initial loss mitigation efforts with associated departments, foreclosure counsel, investors and mortgage insurance companies.

AMC Mortgage Services Assistant Asset Manager 4/1998- 2/2007 Orange, CA

•Provided field Agents with information on properties, throughout the USA, with administrative assistance

•Handled a portfolio of 200 properties, proof read Purchase Agreements, HUD1 and work closely with Escrow Dept.

•Coordinated with income property coordinator on leasing, management, rental collections and property management issues

•Arranged any clean up, construction or any enhancements necessary to enable the effective sale of properties

•Evaluated and negotiated property purchase offers researching BPO (Broker Price Opinion) and property valuation information

•Monitored reimbursement of expenses to vendors, execution of contract files, documents and monthly status reports

•Coordinated with income property coordinator on leasing, management and rental collections and property management issues.

•Monitored legal issues and complaints against AMC on active and closed assets

•Aggressively initiated the Cash for Keys program

•Finding, qualifying, and setting up new agents to strengthen and enhance the REO broker data base

•Transfer of REO file from marketing to post closing, coordination of closing approvals and procedures with applicable post closer

•Requested recons or full appraisal whenever necessary and order title commitments and review them

•Adhered to AMC policies and procedures and all state and federal regulations

Education:

G.E.D – La Puente Valley Adult School, La Puente, CA

Some College: Los Angeles Trade Technical College. Los Angeles CA

San Diego City College, San Diego, CA.

ADDITIONAL SKILLS:

Proficient in Excel, Word, MSP, OMS, Resolve, Alltel, Outlook, Citrix, Shore tell phone systems,

FISERV and A360 systems, Lenstar. CRM.

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