ANNASTACIA GREEN adkjtu@r.postjobfree.com 303-***-**** (m)

CAREER OVERVIEW

Articulate client service representative, a strategic planner with security services, client relationship and managerial expertise.

CORE STRENGTHS

• Client retention and relationships

• Research, critical and analytical solutions

• Strict confidentiality policies and procedures

ACCOMPLISHMENTS

• Consistently gained and established client trust by approaching complex situations and resolving client conflicts while preventing loss of accounts

• Motivates and empowers others to act; inspires trust and respect in others; entice work harmony; solid work ethics

• Hand-selected to provide retention assistance and quality control for security services provided to clients

• Investigated and analyzed client complaints to identify and resolve issues

SKILLS and PROGRAMMING

Typing speed 43 WPM, data entry 10,500 KPH, advanced Microsoft Office proficiency, computer/technical proficient and literate, telephone proficient and literate, filing, faxing, billing skills, summary reports, scheduling, effective oral/written communication skills, research, verification, hard/soft collections, organization/coordinator, time management, proactive, personable, dedicated and detailed-oriented. Encompass, Servicing Director (Harlan), Adobe, Excel, Outlook, Cadence, MERS, SAP, LPS, NAV, AIM+, WIMS, ResWare and Hcue

WORK EXPERIENCE

Risk Analysis/ Supreme Lending / 11/2020 – current

Acts as an internal liaison between Supreme Lending and the applicable agencies, correspondent Investors, State Bond authorities, and Scratch and Dent Investors to resolve issues relating to audit, demand, and disposition decisions

Works with Legal, Post-Closing, Secondary and Servicing Departments through delivery, due diligence, and funding

Responsible for identifying defects on loans and updating Encompass with the correct defect and responsible parties

Generating Bid Tapes to send out to Scratch and Dent Investors for review/inputting Bids/reviewing the highest Bid to obtain approval on the disposition option

Determine conditions and defects; delegates as needed to the Underwriter/Closer/Post Purchase/Servicing Team

Working the pipeline/maintain documents/following policies and procedures

Banking Automation Administrator/ Stewart Title Company / 9/2018 – 3/2019/ Temporary Assignment • Manage, facilitate, and/or implement user credentials and entitlements for WIMS, Remote Deposits and On-Line Treasury

• Assist in opening/closing bank accounts, prepares, coordinate and maintains opening/closing Escrow Accounts; Manages the circulation and execution of all bank signature cards, preparing RFBT’s, Banking Resolutions

• Ensure all bank account check signers are in compliance with Company Policy seeking approval with HR Support that all banking documentation is uploaded/updated into Hcue and Stewart Point (Company repository system), password reset for all CEA associates

Post- Closing Specialist / CrossCountry Mortgage / 8/2019 – 11/2020

Pull daily suspense reports from Investors sites to identify loans that have been suspended for purchase

Log notification of suspense information in system documenting the date of first condition issued

Log documentation received and upload all suspense’s to Investor sites for review

Monitoring pipelines daily to ensure all loans are shipped and purchased in a timely manner

Avoid suspense fees incurring on loans by meeting Investor guidelines

Prepare and provide Post Consummation Closing Disclosure, Letter of Explanation and refund checks as needed following regulatory guidelines

Able to determine solutions and alternative approaches while adhering to regulatory and Investor guidelines

Loss Mitigation Specialist / Reverse Mortgage Solutions / 12/2017 to 6/2018/ Temporary Assignment • Welcome calls, preparing and assembling Loss Mitigation packets, knowledge of product, thorough documentation of all transactions’ & correspondences’ and the ability to use positive language to set the tone for further client interactions

• Ordering bid debris, ordering appraisals, perform financial analysis and assessments of borrowers’ financial situation

• Coordinate with borrowers within investor and vendor guideline to resolve any delinquencies and evade foreclosure such as Deed in Lieu, Short Sale, Third Party Sale and 95% Heir Payoff

• Servicing files to determine if required loss mitigation activities were completed and documented according to internal and external requirements

• Reviewed and maintain loss mitigation documentation files; able to clarify the nature of a problem, evaluate alternatives, propose a viable solution, and determine the outcome of different options

Loan Consultant / Sutherland Global / 5/2017 to 10/2017/ Office closed due to Hurricane Harvey

• Developed and maintained positive working relationships with Processor, Underwriters and Title companies

• Aggregate all documents required for loan closings to ensure all information is complete and accurate, scheduled notaries, verification of Loan Estimate’s, Hazard/Flood insurance, Taxes, HOI, PMI, MERS

• Pipeline management, reviewed all documents regarding end to end closing for VA loans, TRID, RESPA and TILA

• Balanced, prepared and submitted Collaboration CD’s, Post Consummation CD’s, Stand Alone CD, also balanced and submitted wire templates, coordinated/scheduled loan closing with Client’s bank, Attorney or Title companies

• Impeccable ability to balance and early detection of any errors prior to completing CD’s • Top Closer on team of 30 teammates with 100% accuracy for entire 4-month assignment

Loan Servicer I / Shellpoint Mortgage Service / 10/2016 to 4/2017/ Temporary Assignment

• Contacted Borrowers’ to remedy delinquency or non-payment of first liens; repayment plans

• Investigated and research accounts to resolve customers’ inquiries

• Provided escrow analysis such as overages/shortages, projected amortization, payoff letters and payment history

Client Service Representative II / Fiserv Output Solutions / 03/2015 to 09/2016

• Collaborated and corresponded with other departments, using knowledge of specific client product and services. Utilized logical abilities analytical and critical thinking in order to efficiently identify and resolve client issues

• Provided, maintained, and presented monthly overview report cards to clients’ which included billing statements

• Adhered to strict Service Level Agreements, maintained pristine records of customer interaction, and filed documents

• Coordinated weekly, bi-weekly and monthly conference calls, provided detailed memorandums and minutes of conference calls

• Responded to all client inquires with confidentiality, accurate and detailed resolutions, which included delivery schedules, product specifications and quality

EDUCATION Houston Community College / Business Management / Expected Graduation June 2022 REFERENCES Made Available Upon Request

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