Mortgage Servicing Quality Control
Resume:
Ann Lechi Nguyen
**********@*****.***
Professional Summary
● Mortgage Servicing
● Loss Mitigation
● Bankruptcy
● Implementation/ Account
Maintenance
Proven Mortgage Servicing Specialist with extensive experience in Financial Enterprise. Demonstrated analytical and negotiation skills in Collection, Loss Mitigation, Foreclosure and Bankruptcy areas. Collaborate with teams and work as an individual contributor that thrives in a fast paced, deadline driven environment with exceptional ability to manage work flows.
● Fluent in Vietnamese.
Core Technical Competencies
AS 400, Windows, MS Office (Word, Excel, and Outlook) MSP, Blacknight Servicing Platform (LPSD and LoansPhere PCN) AADS.MortgageService, Pacer Acer, PeopleSoft Salem, Tandem, POS portal, Estates Manager.
Experiences
JPM Chase- Dallas Texas
Sr. Specialist Merchant Service Account MaintenanceTeam
(2019- March 2024)
● Responsible for working multiple queues and ensuring compliance with policies and procedures. Use multiple tools such as PeopleSoft Salem,Tandem,POS portal,Estates Manager,Excel and other software products to implementchanges.Works with various Account Managements and Merchant Help Desk Team to provide the best merchant experience.
Bankruptcy Operation Sr. Specialist Signer- PaymentChange Notice
(2016-February 2019)
● Certified to access Payment Change Notice filling for approximately 90 US Bankruptcy Courts.Reviewed assigned loans to prepare for PCN (Payment Change Notice) and accessed Loansphere Payment Change Notice.
● Reviewed documents from MSP (Mortgage Servicing Platform)system to verify date changes,amount of changes loan type and accessed LPSD Blacknight Servicing Platform to confirm current loan status.
● PerformedAccessPacer AccersystemreviewfortheBankruptcyCourtDocketverifying the information prior to submitting complete Payment Change Notice Document to Quality Control.
● Sent the approved Change Notice Letter by Quality Control which was electronically filed with Bankruptcy District Court. Ensured copy Payment Change Notice was sent to all parties within the designated time frames resulting in regulatory compliance.
● Payment Change Notice and all related documents were imaged and uploaded into DTS ( Document Trace system as required by the Federal regulators) Documents Execution Specialist Affiant
(2010-2014)
● Reviewed documents that were signed by M.E.R.S including Complaint of Mortgage, Assignment, Notes, Affidavit, Judgement Figures, and the Substitution of Trustee. •
● Compared these documents against original documents to ensure accuracy of the information and resolved any issues onthelegaldocumentsresultinginalignmentwith guidelines.
● Signed and notarized all documents after the Quality Control review and submitted them to the legal Department.
Short-Sale Negotiator
(2010-2014)
● Accountable for mitigating losses related to Foreclosure,Deed in Lieu for Bank Owned Properties.
● Collaborated closely with investors, Buyers, Realtors,Attorneys. Mitigated losses based upon guidelines and bank policies.
Loss Mitigation Specialist
(2008-2010)
Collected on foreclosure account,offering reinstatementand stipulated repayment plan,while providing quality Customer Service.
● Assisted customers with loans, determining reason for non-payment, negotiating payment arrangements.
● Reviewed account for probability of Loan Modification,Deferment,DIL or short Sales. EMC Mortgage Corporation
Customer Service Representative
(2005-2008)
Received incoming calls from Customers and resolved payment issues with loans,interest rates,due dates,payment history,ECT and escalatedcomplex issues to Manager.
● Documented customer calls into the MSP system resulting in achieving resolutions rates of 90- 95%.
Education
University of Saigon,South Vietnam
General Studies
Training and Development
Real Estates Procedures,Formal Banking Retails BankingProcedure,Financial and Business Procedures,Real Estates Sales and Marketing Techniques.Completed all required Compliance exams on a yearly basis.
Affiliations
American English Studies-American Vietnamese Association,Saigon,South Vietnam
Plano Food Bank and Minnie Pantry in Plano, Texas
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