Customer Service, Mortgage

Audrey Russell

Objective

Experienced mortgage manager with extensive years of working experience and over 6 years of working experience in management. Looking to further my experience in the mortgage industry using my knowledge and experience. Work Experience

Collateral Document Specialist

Fay Servicing – Farmers Branch, TX Mar 2023 – Present

• Responsible for analyzing collateral data to support lending and oversee day to day operations for the collateral processing and monitor and ensure accuracy during the drafting, execution, and recording of assignments.

• Upload and index documents in the digital imaging system (AIQ).

• Research the chain of titles to identify any deficiencies in the assignment chain and offer solutions to cure.

• Create and nurture relationships with attorney firms, vendors, and/or investors to ensure timely completion of assignment chains.

• Ensure that the timeline deadlines are met by monitoring Foreclosure and Bankruptcy milestones. Collateral Document Custodian Department (Post Closing) Manager Fairway Independent Mortgage Corporation - Carrollton, TX Sep 2020 to Jan 2023

• Responsible for analyzing collateral documents and oversee day to day operations for the collateral processing Oversee day to day operations for the collateral processing department.

• Managing a team of 10-15 people on average.

• Providing excellent customer service to our clients while ensuring that all clients’ service level agreements (SLA) are met daily.

• Managing the staff's attendance, schedule, and vacation planning to make sure that the department had adequate team members to complete the daily work.

• Engage and keep the team motivated, and boost team’s morale.

• Conduct weekly huddles.

• Follow all warehouse banks and investors guidelines (Fannie, Freddie, multiple housing authorities)

• Assist with writing the department’s Quick Reference Guides (QRG) and keeping the policies and procedures guides updated.

• Provide coaching and development, while fostering the growth of the team.

• Assist with interviewing, hiring, onboarding, terminations, and other HR duties as needed.

• Conduct monthly one on one and annual reviews with the team members.

• Resolve escalated issues with the title companies or collateral resolutions for missing documents.

• Measuring an employee and the departments performance by utilizing the hourly, end of day, error and exceptions report to identify their trends and gaps.

• Encourage and boost team morale, setting team and departmental goals and expectations. Mortgage Rate Lock Price Analyst

Ava Consulting for Mr. Cooper - Irving, TX Sep 2019 to Sep 2020

• Examine real estate mortgage rate lock exceptions for approval accurately and within a timely manner.

• Point of contact for originations and sales personnel reviewing all price concession requests.

• Examine personnel requests to determine the correct disposition.

• Negotiate concessions request for approvals & denials.

• Following the company policy to determine if the pricing exception is acceptable.

• Provides supporting backup support to personnel as or if needed. Inbound/Outbound Document Custodial QC Supervisor

Bank of New York Mellon - Dallas, TX Oct 2016 to Aug 2019

• Oversee daily activities and manage a staff of 6 to 15 employees providing coaching, scheduling, training, monitoring performance, and conducting performance reviews.

• Direct and coordinate all Quality Control Functions within the Company Policies and Procedures.

• Plans, organizes, leads, controls, and coordinates the day to fay activities of associates involved in providing services in the area of Quality Control.

• Analyze and prepare trending data reports for Sr. Management and other departments as needed.

• Provide support to the operations and call center teams either by measuring/reporting quality, training, coaching, or creating quality tools.

Reverse Mortgage Claims Processor, Governance Analyst (QA) Technology Ventures for Fannie Mae - Dallas, TX Aug 2014 to Sep 2016

• Examine and process real estate claims and score for quality, compliance, and adherence to the policies and procedures utilizing departmental scorecards.

• Following Fannie Mae and HUD guidelines for processing expenses submitted per their Marketable Real Estate Title date.

• Research issues and obtain proper supporting documentation in a timely manner as requested by investor or real estate mortgage insurance company.

• Complete timely real estate audits of all assigned claims to ensure all requirements have been met and claim process can be validated.

OCC Claims Reviewer

Solomon Edwards for Bank of America Call Center - Dallas, TX Aug 2013 to Jul 2014

• Making and taking phone calls and responding to emails for customers and third parties to research and resolves escalated inquiries and complaints requiring special handling that may have been forwarded by management, committee members, agencies, and/or senior business leaders.

• Functions evaluated may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and/or servicing, this may include a review of in-process, closed, or cancelled single loan/credit exceptions, applications, claims, files and/or online transactions, etc., individually or in aggregate.

• Research issues identifying course of action, investigating/determining appropriate steps. Examines product information, terms, conditions, contracts, etc., creating correspondence(s) as needed. Processes complex and/or corrective transactions on-line including monetary and non-monetary actions. Call Center Collections Supervisor, Job Coach/Team Lead, Imminent Default Underwriter (Loss Mitigation) JPMorgan Chase - Lewisville, TX Feb 2008 to Jul 2013

• Supervising a team of 10-12 front end collectors.

• Provide ongoing training and development for employees, ensure regular and appropriate feedback (monthly, mid-year, and annually).

• Make recommendations for assigned personnel regarding employment, training, performance ratings, salary changes, promotions, transfers and terminations.

• Liaison between Management and agents to assist with side by side and silent monitors, offer additional training for new products that were being offered to the customers, weekly Management conference calls, special projects, one on one training for individuals who were not meeting the department's monthly goals.

• Ability to display a high-level of critical thinking in bringing successful resolution to high-impact, complex and/or cross- functional problems.

Education

• Northlake College - Irving, TX

• January 2013 - Mortgage Banking

• Mansfield High School - Mansfield, TX

• Diploma

Skills

Extensive mortgage knowledge, mortgage documentation, leadership skills, problem solver, conflict resolver, AS400, Encompass, Blacknight(LPS), Purchase Clearing, Mortgage Operations, Loss Mitigation, Collections, customer service, HAMP/HARP, loan modifications, customer service, Call Center environment, judgmental Lending, forbearance, Reverse Mortgages, strong analytical and research sills to find the root causes and to help find remediation for QA/QC purposes, Citrix, SharePoint, GNMA Eportal, EMBTrust, LSAMS, Agent Desktop, MSP, auto dialer, Microsoft Office, Zoom, Teams, Excel, and Powerpoint

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