Customer Service Representative

HOWARD F. HOPPER CICP

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

https://www.linkedin.com/in/howardhopper

Home: 682-***-****

Fort Worth, TX 76137 Cell: 817-***-****

CUSTOMER SERVICE REPRESENTATIVE

Skilled verbal and written communicator who negotiates relationship-building business agreements with win- win scenarios. Extremely adept at quantitative analysis and client relations. Proven ability to provide cost- saving evaluations by applying detail-oriented mind-set. Known for supervising simultaneous projects in high- pressure environments with professionalism and poise. Proficient in adapting to new procedures as business climate changes.

Core Competencies include:

• FHA SME • MI Compliance • MI Billing

• USDA SME • Escrow Analyst • Vendor Administrator

• Escrow Reconciliation • Insurance Regulations • Escalated Issues Point person PROFESSIONAL EXPERIENCE

FAY SERVICING 2014 - Present

The fastest growing sub servicer in the United States.Fay went from $1 Billion in loans to over $20 Billlion while I was there. Closely monitored escrow accounts to insure timely payments and accurate reporting. Brought into compliance for CFPB. Worked with internal clients and external vendors to improve escrow reporting. Escrow Employee of the year for 2019

PROMOTED TO MI, FHA & USDA SPECIALIST

• Promoted to MI and FHA specialist due to 100% quality scores in Insurance.

• Instructed team to bring all MI and FHA into CFPB compliance in first few months

• Communicated new regulations and procedures to Asset Managers

• Initiated the reconciliation process to decrease boarding errors by 50%

• Decreased out of compliance loans by 75%

• Found job aids not updated nor in CFPB Compliance. Utilized knowledge of FHA and MI regulations to bring them into compliance

• Classified the MI process and procedures

• Auditted MI loans to see if they qualify for removal

• Strengthened the mass function on MSP to include all MI loans

• Dispensed manual amortizations on all MI loans. Decreased errors PROMOTED TO ESCROW SPECIALIST II

ESROW SPECIALIST I/INSURANCE SPECIALIST

• Conveyed escrow items as Insurance SME for the Account Managers and Escrow Managers for insurance related questions

• Collaborated with insurance vendors to clarify issues

• Devised accurate reports, reconcile discrepancies and work closely with vendors, internal departments and borrowers to resolve escalated issues with escrow accounts. 100% in all quality audits

• Supervised the loan servicing data team to ensure quality and accuracy of loan servicing data

• Provided ad hoc analysis allowing a decrease in inaccurate issues.

• Constructed tools to ensure that escrowed and non-escrowed items are paid timely SERVICELINK Formerly REDC Default Consulting 2013-2014 Accurately provided in depth analysis of the banks customers financial position. Evaluated credit situation and asset availability to proceed with specialized servicing for a variety of short-sale options. Proactive, reactive and deed-in-lieu. Required a high attention to detail in fast paced ever changing environment. Deadline driven goals and an understanding of ever-changing policies and procedures, including investor guidelines and regulatory updates. Promoted To:

BANKRUPTCY CLAIMS SPECIALIST

Promoted To:

LOSS MITIGATION ANALYST

• Analyze and intertpret credit bureaus and credit scores

• Utilized Strong interpersonal skills to build and maintain professional relationships with clients, customers, and co-workers.

• Experience with income analysis which includes exposure to reviewing Self Employment, Corporate, and Partnerships tax returns

• Trained and utilized loss mitigation underwriting MORTGAGE PORTFOLIO ANALYST

• Top five producer

• Negotiated with agents and buyer to mitigate bank and investor loss.

• Excellent verbal and written communication skills and possess a high degree of attention to detail.

• Worked on a variety of windows based systems within a top-five bank. Hilltop Consulting - Contract

Analyzed a top ten banks accounting practices involved in the mortgage crisis. Advanced analysis from invoices to bank entries. Was able to increase area of concern due to high competency and quick output. Contract involved locating and processing fee exceptions subject to OCC consent order for a “top ten” bank. EXCEPTION RESOLUTION ANALYST 2012-2013

• Reviewed multiple systems to analyze banks compliance with the OCC consent order

• Successful completion of all assigned loans ahead of schedule

• Performed Quality review to ensure completeness and correctness

• Performed operations for a top ten bank

MORTGAGE LITIGATION REVIEWER/MERS 14 SPECIALIST

Mortgage Loan Litigation Quality Reviewer-Promoted due to quality and production speed of reviews Mortgage Litigation Reviewer

EDUCATION AND PROFESSIONAL DEVELOPMENT

University of Rhode Island – B.S. Accounting

Applications –MS Office, Excel, Word, Outlook, Access, Powerpoint, AS400, Siebel, Homesaver, LAMP, Crystal Reports, Expandable, Transunion, Equifax, Solomon, SAP, Dun & Bradstreet reports, FDCPA, FCRA, Rule 14 MERS, FHAC, MSP

Page 2 of 2losses, provisions and reserve requirements identifying any dr ivers and working w ith internal resources to mitigate risk across portfolio. Analyze trends and recommend action items. Develop and monitor account level triggers for high exposure accounts and industry/economic related events to maintain proactive risk management approach over portfolio. Monitor portfolio classification trends and liaise w ith HQ on any mode l changes related to portfolio monitoring or classification. Provide primary interface for transportation risk for all audit ite ms and policy compliance related items. Manage IBP related events and ensure closure and process refinement to lower future event risk. Manage risk and reliance across manufacture programs as required.Manages customer accounts in a flow leasing platform to ensure customer retention, account performance, compliance with documentation and credit approvals, and identification of opportunities for new deals. Develop and execute account management strategies t hat mitigate risk and maximize profitability. Monitor customer compliance with loan covenants to optimize the collection of customer financial statements or other documents required per loan agreements. Provide primary interface with clients over all issues related to assigned transactions to ensure compliance

Contact this candidate