Raymond Nelson Schumate, Jr. **** S. Pierpont Drive, #2127, Mesa, AZ 85206

ad1m8q@r.postjobfree.com 480-***-**** (cell)

PROFILE “Analytical eye for attention to detail and accuracy”

QUALIFICATIONS

Wells Fargo Home Mortgage 10/2016 to present Fulfillment/Consumer Direct/Wealth Investment Management Tempe, Arizona Home Loan Processor IV (SAFE)

Responsible for processing loans monthly while maintaining a pipeline conducive to meeting the minimum requirement as set forth by the bank. Maintains a quality rating of loans approved at initial submission to Underwriting. Responsible for the secure and accurate accumulation of loan documentation. Ensures the timely and compliant processing of all loan applications within an established deadline while handling multiple tasks simultaneously.

● Achieved 100% customer loyalty

● Acknowledged for completing the loan process from application submission to closing two weeks ahead of the scheduled close of escrow date

● Analyzing and interpreting financial data to fit established parameters set by industry.

● Maintaining necessary pipeline management to ensure timely closings of all loans at a 90% close of escrow success ratio or higher.

Assembling the complete loan package in proper order for underwriting:

Verifying all required documentation (pre-underwrite) in the file.

Completing the required loan checklist.

Verifying that an application is complete and accurate; and

Identifying any potential issues that may arise in underwriting.

Communicating all issues affecting loan process and approval with applicable loan officer and underwriter and

performing Welcome Calls, Loan Decision Calls and Cleared-to-Close calls with the customer and is a frontline ambassador in keeping communications with the customer throughout the loan process.

● Procuring verifications for credit items which include, but are not limited to employment, asset information, rental history, credit reports, etc.

● Researching and verifying account information and resolves problems for customers as needed.

● Acting as a liaison with third party vendors (appraisal, title, insurance, etc.) to obtain necessary documentation for loan approval.

● Reviewing documentation and providing conditions for loan approvals needed to comply with underwriting guidelines: borrower documentation, credit, and collateral documentation.

Perform a thorough review and analysis of borrower’s credit, employment, income, and assets as required by the particular loan program before submitting to underwriting.

● Working with underwriting and closing departments to ensure that quality of loan submissions is consistent with maintaining the efficiencies of the loan file flow.

● Assisting with problem-solving when issues arise that involve the successful closing of requested residential loan.

Managing pipeline by completing and submitting reports within allotted turn-around times.

Assisting set-up of loans.

Documenting all communication related to the loan application in the conversation log.

Training and helping supervise new loan processors and other processing personnel.

Central Loan Administration and Reporting 12/2015 to 09/2016

Mortgage Loan Servicing Tempe, AZ

Customer Care Associate III

At an inbound call center responsible for answering inbound calls from already existing homeowners with

questions and concerns related to their existing mortgage loan.

Proficient in answering service-related topics that include: payments, escrow analysis, hazard insurance, tax, default, payoff quote calculations, satisfaction of mortgage, private mortgage insurance, mortgage insurance, credit reporting and corporate advances.

Research and resolve inquiries received by way of multiple means of verbal and written communication

Proven ability to work in a fast paced, structured environment adhering to key performance metrics with high emphasis on quality and productivity

Wells Fargo Home Mortgage 12/2013 to 10/2015

Executive Customer Care and Recovery Group/Office of the President Chandler, AZ

Research and Remediation Analyst 2 to Executive Resolution Specialist 5

Performs research and provides resolution of escalated service recovery or complaints. Inquiries received from a variety of sources including customers, internal business unit management, regulatory agencies and senior business leaders. At the completion of research, communicates the resolution directly with the customer or authorized third party by way of telephone, correspondence or both.

Recognized for the highest achieved quality percentage for the first quarter of 2015

Received the Truly Outstanding Performance Award and Recognition for the second quarter of 2015

Resolved inquiries while working independently or with internal business units regarding all aspects of mortgage servicing including: payments, credit reporting, escrow, private mortgage insurance, lien releases, land transactions, bankruptcy, foreclosure, default/loss mitigation, default/liquidation, loan modification, re-conveyance, subordination, loan origination, fair and responsible lending, property preservation, property inspections, collections, debt validation, assumptions, service transfers, and refinance

Responsible for researching and analyzing account files at the root cause and identifying any potential compliance and/or regulatory issues that could cause a legal, financial or reputation risk to the bank

Able to maintain excellent telephone customer service skills and often educates the customer

Participated in continuous learning courses and projects

Proven ability to adapt to change

Demonstrated effective pipeline management

Demonstrated ability to work independently to meet service level agreements and deadlines

Demonstrated ability to effectively deal with critical emergency situations

CSI Companies to Wells Fargo Bank 08/2012 to 03/2013

Mortgage Loan Acquisition/Correspondent Lending Las Vegas, NV

Loan Document Analyst

Review conforming loan files for completeness and accuracy according to Wells Fargo Funding and investor guidelines in a production-based environment. Provided support to Home Mortgage Consultants in the processing of Wells Fargo conventional mortgage loans.

Worked at an above standard quality and production percentage

Maintained high attention to detail

Review the credit report of the mortgage buyer along with verifying the borrower’s credit history in terms of debts and payments

Review and applied compliance guidelines for Loan Application, Note, Mortgage/Deed of Trust, Final HUD, Good Faith Estimate, Title Commitment, Purchase Agreement, Standard Flood Hazard Determination, Hazard Documents, Tax Documents, Mortgage Insurance Documents, Truth In Lending, Right Of Rescission, Appraisal and Underwriting Findings, Credit Report, Paystubs, Verification of Deposits/Employment and Tax Returns

Input proper loan information into the system for processing

Responsible for ensuring that all loan documentation is complete, accurate, verified and complies with company policy

Review file documentation and make sure all items needed are requested and if document is not present, suspend for item to further review process

Freedom Financial Network/Freedom Debt Relief 08/2009 to 12/2010

Customer Service Representative to Negotiations Specialist II Tempe, AZ

At an inbound and outbound call center responsible for answering inbound calls from already existing customers with questions relating to their enrollment in the Freedom Financial debt settlement program while maintaining the highest levels of customer service.

This includes but is not limited to outbound courtesy/welcome calls, voicemails, emails, faxes, noting customer accounts accurately

Interacting with internal departments and external creditors on behalf of the client

Promoted to Negotiations Specialist

Performing a variety of duties involving the negotiation of delinquent accounts on behalf of enrolled clients in The Freedom Financial debt reduction program and thereby increasing business

Contacting originating creditors, collection agencies and out of state attorneys offices in order to negotiate on clients behalf for a reduced settlement on delinquent and/or charged off accounts

Calculating acceptable percentages for settlement according to guidelines set forth by department

Reviewing clients banking account to determine funds necessary to complete settlement and payment of company fees

Gathering and submitting required documentation for approval and payment of accounts

Responsible for transmittal and receipt of various emails or e-faxes to and from enrolled clients, creditors, collection agencies and out of state attorneys’ offices

Money Management International/ Consumer Credit Counseling Services 07/2007 to 03/2009 Counseling to Delinquent Mortgage Phoenix, AZ

Telephone Counselor to Certified Consumer Credit Counselor to Delinquent Mortgage Counselor

At an inbound and outbound call center responsible for analyzing client’s specific financial circumstances, and providing customized recommendations and course of action to enable clients to reduce/eliminate debt through education and debt repayment plans.

Acquired new business and increased revenue by placing clients on company debt management plan

Supports and complies with all company policies, procedures, guidelines and ethical standards. Maintains the highest standards of confidentiality and complies with all policies and procedures to protect client’s privacy and employer’s proprietary information

Conducts counseling and re-counseling of client’s current financial situation, including credit report review, providing recommendations for further success of the Debt Management Program, including payout forecast analysis of increased deposits and payments to creditors

Responsible for one-on-one telephone inbound calls counseling sessions with potential clients assessing the client’s financial situations

Developed individually tailored Debt Management Programs to assist clients in repaying debt as needed.

Explained the benefits of debt management programs to clients

Explained creditor concessionary policies and Debt Management Program benefits to clients

Promoted the sale of appropriate agency products and properly handles the money transactions associated with these sales, when applicable

Responsible for client follow-up, when needed

Motivated clients to take the actions necessary to resolve their financial problems

Counseled clients preparing to file bankruptcy

Promoted to Delinquent Mortgage Counselor

Assess client’s financial situation and cover the different types of options available to assist them in making the best choice for their home mortgage.

Explained the loss mitigation options available to clients within their individual mortgage group

Stayed abreast of current economic conditions and legislation. Maintains an on-going analysis and awareness of how the impact of outside environmental trends on clients

Participated in special initiatives and special projects as assigned like the Hope Hotline

Demonstrated ability to solve practical problems and deal with a variety of variables to arrive at solutions based on a combination of factors and information

Provided clients with appropriate referrals to other assistance organizations, when needed

ADDITIONAL INFORMATION

Good math aptitude and great attention to detail.

Ability to concentrate and pay close attention to detail for over ninety percent of work time.

Ability to closely examine documentation with a high degree of recognizing consistency and accuracy.

Ability to interpret documents, define and solve problems, and make decisions.

Strong interpersonal skills necessary to deal effectively and efficiently with employees.

High ability for communication/listening skills necessary to effectively obtain necessary information to make appropriate and effective decisions.

Ability to project a professional image and practice professionalism.

Ability to work well independently.

Ability to exercise independent judgment when reviewing mortgage loan files.

Proven time management and organization skills.

Ability to pass federal criminal background check.

Excellent verbal, written, and interpersonal communication skills

Adaptable to a flexible production-oriented environment

Greater than 17 years of call center customer service experience in the financial services industry

Understanding of the key factors impacting credit offerings, including credit risks and regulatory requirements

Business writing experience

Successfully met department goals and adherence

Supervised personnel

Assigned and delegated personnel duties

Aided in personnel hiring

General Office Experience

Account Management Experience

Perfect Attendance

EDUCATION

Central Michigan University, Journalism 05/1990

Mt. Pleasant, Michigan

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