Service Specialist Part-Time

Ethel M. Morgan

Little Elm, *****

Day 214-***-**** ********@***.***

PROFESSIONAL SUMMARY:

With 12 years of experience in the Mortgage Industry along with strong analytical and problem-solving abilities, I am currently seeking new challenges and contribute my expertise within your organization. GOLDMAN SACHS

Service Specialist 3/2018-Present

• Service Specialist Consumer and Commercial Banking for personal unsecured loans

• Primary point of contact for persons inquiries for fixed loans over the phone and on-line

• Work with customers to resolve service issues and customer questions relating to complete loan process

• Document all service efforts for each assigned account in accordance with established procedures and compliance

• Ensure all accounts in assigned lists are managed accurately and timely DEPARTMENT OF HOMELAND SECURITY/FEMA

Customer Representative 10/2017-3/2018

• Service as primary point of contact for persons inquiries for disaster assistance

• Conduct telephone interviews with disaster survivors affected by a declared disaster

• Assist applicants by telephone and in person, determine applicant needs and provide instructions and referrals to appropriate disaster programs, community resources and Federal agencies

• Provide information of Housing Assistance, Other Needs Assistance and other programs for applicants

• Process applicant cases, re-certifications, audits, recoups, lodging reimbursement from disaster assistance applicants JPMORGAN CHASE

Home Equity Processor 8/2016-10/2017

• Review initial loan approval and work with borrowers to obtain all appropriate documents

• Collect all required documentation for the loan package

• Create loan submission package for the Underwriting Department

• Submit loans to assigned Underwriters for final approval

• Satisfy all conditions when received from Underwriter

• Ensure approvals are in compliance with bank lending guidelines

• Prioritized and organize daily work loan with sense of urgency

• Communicate with other professionals, including attorneys and county clerk offices

• Scheduled closing with title company

JPMORGAN CHASE

Customer Assistance Specialist/SPOC 4/2013-7/2016

• Liaison for customer, authorized third party’s investors and attorneys

• Communicate Investor specific documents requirement to submit to underwriters

• Maintain close communication with internal Underwriters, Bankruptcy, Loss Mitigation and Foreclosure groups

• Negotiate payment arrangements advise of consequences of delinquency

• Prepare loans for perfection with all required documents for Underwriting review and decision

• Communicate loan modification decision to customers

• Prioritized and organize daily work loan with sense of urgency

• Single point of contact from beginning to end of loan assistance process JPMORGAN CHASE

Business Analyst/Sr. Post Closer 9/2011-3/2013

• Thorough knowledge of mortgage documentation and requirements for Short Sales/Loan Modifications

• Implement HAFA Rules and Regulations within the Mortgage Line of Business

• Analyze information to ensure accurate and efficient reporting to various departments within the mortgage line of business

• Ability to work within an environment with constant change due to Government Agency Regulations

• Part of a Critical Task Team which is responsible for analyzing and executing CBR business transactions within a timely matter

• Research, problem solve, and look for possible resolutions for assigned tasks in the Post Closing department

• Assisted with documentation for Post-Closing procedures and cross reference checklist for Management/Audit review

• Review and update information required for possible glitches or irregular trends to ensure thorough, accurate, and potential solutions

• Continuous monitoring of business activities which includes maintaining a professional and constructive relationship with other Home Lending associates

CAPITAL ONE BANK 9/2009 – 9/2011

Home Loan Servicing/ Loss Mitigation for Pre-Foreclosure Collections Negotiated 1st, 2nd, Line of Credit, Lot Loans, Non-Accrual and Deceased Accounts for the Home Loan Service Department to prevent Foreclosures. Understand the importance of maintaining confidentiality and have knowledge of Government Agency Regulations as well as OCC Regulations.

• Advised workouts to use Short-Sale, Repayment Plan, Loan Modification, Refinance or Extension to prevent foreclosure

• knowledge of file analysis and able to identify data needed to complete Loan transactions

• Interacted with Bankruptcy group for review of dismissed Chapter 7 & 13

• Research loans for accuracy, credit history and income documents for possible fraud

• Processed payments with Clear Tran and determine flood information through MDA software

• Reviewed all previous FHA, VA, Conventional loans and data information to determination for loss mitigation process

• Satisfied customer needs by resolving escalated and complex issues SAXON, FT WORTH 1/2009-9/2009

Loan Modification Closer/Pre-Closer-Home Preservation Department

• Ability to work in an environment with ongoing changes due to Government Regulations

• Prepared loans Loan Modifications for HAMP program for customers that qualified

• Communicated effectively with all levels of Management, Underwriters, and Auditors

• Took ownership of pipeline for loans including making appropriate follow up for title endorsements, fees and cost, and confirmed payments received for Loan Modifications

• Researched and performed calculations on multiple systems including Fiserv, Tri-Calc, and LPS

• Established knowledge of file analysis and identified data needed to complete closing

• Performed complicated tasks with minimal supervision FIRST AMERICAN NATIONAL DEFAULT 8/2007-1/2009

On-Site Closer/Post Closing Department

Closing Coordinator for GMAC REO Department, responsible for making sure all HUD-1 were prepared correctly and title was clear for all closing loans.

• Reviewed Preparation of HUD-1 to make sure all documents where obtained

• Preparation of HUD-1 to make sure all documents where obtained

• Prioritized FINAL HUD and WIRE to ensure confirmation of Closing

• Expedite Deeds for signature and notifications for funding

• Quality Control foreclosure HUD’s for local Closing Teams and Foreclosure Attorney to clear title

• Prepared HELOC HUDs for lender specific

Amberton University – B.S. Professional Development

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