Cassandra Williams **** Arapaho Rd, Apt ***, Dallas TX 75248 214-***-****

Objective Statement

My objective is to leverage my experience in a role which offers key participation, team oriented tasks, immediate challenges, and career opportunity while continuing to be challenged. Core Qualification & Competencies

Proficient in Customer Service (Single Point of Contact-SPOC) Managed 250 loans or through Pipeline/ Inbound outbound calls o Data Entry (type 45 wpm) o o Iportal o o AS400 o o Home saver o Encompass

Sales Force

Homebase

Excel

Outlook

Microsoft Office

Excellent organizational skills with ability to prioritize workload Oriented on achieving and exceeding company standards and goals Excellent communication skills: verbal and written Ability to overcome and adapt to difficult situations

• Ability to handle complex issues and escalations for default services to include DSCR/Office of the President Professional Experience

Fairway Mortgage- Carrollton, TX March1,2021-Current Loan Processor/Collateral Specialist

• Provides top tier customer service through all aspects of file preparation, delivery and purchase by investors

• Prepares the collateral package, including Note and Security Instrument, for shipment to the warehouse bank

• Prepares closing package for imaging into Encompass as well as completes data entry to initiate start of post- closing process

• Audits loans to ensure all required documents are compliant with investor guidelines

• Follows defined process for shipping closing packages to investors

• Ensures all departmental documents and activities are performed in compliance with all applicable laws, regulations, policies, and procedures, including completion of required compliance training

• Requests, uploads, and delivers documents and information as requested by investors, bond agencies, and servicers for loan purchase through email and designated websites Bank of America – Richardson, TX June 2011 – April 2019 Home Loan Specialist / Processor II

• Manages a portfolio of loans in default, loan modifications, document validation, NPV modeling, second mortgage modifications, short sale/DIL, and answering technical foreclosure questions.

• Works in a relationship-based environment; manages relationships within the internal department and with business partners

• Expertise in loan modifications specific to Default Servicing Complaint Resolution (DSCR)

• Serves as the single point of contact and trusted advisor for borrowers involved in the default servicing lifecycle.

• Manages more complex account relationships with emphasis on financial analysis and credit action

• Ability to clearly communicate the customer's current status and the steps that are required in order for us to make a Fair, Fast and Final decision. Ability to work in a high-volume, highly regulated industry.

• Communicates with customers with a professional demeanor on issues that are sensitive in nature as well as setting expectations about loan status and possible difficult decisions up to the final resolution.

• Quickly identifies and overcome road blocks and obstacles that prevent timely decisioning for a customer.

• Communicates negative decisions (declines) in a professional and constructive manner, while transitioning the customer to a liquidation discussion.

• Currently working on dialer receiving inbound calls Ace Cash Express – Dallas, TX November 2006 – February 2009 Loan Processor/Customer Service Representative

• Contacted clients after reviewing information to discuss their personal needs in order to provide them with products that best suits their needs.

• Review credit history, financials and employment history

• Assisted in locating required documents

• Submitted completed loan documents to funding for a decision

• Received incoming calls and provided customer service

• Validated checks and posted payments

Cassandra Williams 5940 Arapaho Rd, Apt 183, Dallas TX 75248 214-***-**** Ingram’s Valero (part-time) – Dallas, TX December 2001 – March 2012 Lead Cashier

• Entered purchases into cash register to calculate total purchase price.

• Accepted cash, checks, or bankcards for payment; completed check and bankcard transactions according to established procedure.

• Counted money, gave change and issued receipt for funds received.

• Calculated discounts or references; requests customer identification for certain discounts and receipts as required.

• Maintained sufficient amounts of change in cash drawer.

• Balanced cash drawer and receipts; documented discrepancies.

• Trained new cashiers.

• Assisted customers in locating specific items.

• Kept register area neat and stocked with necessary supplies.

• Assisted in other areas of store, such as clean-up, shelf-stocking, or keeping merchandise displayed in an orderly manner

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