Harriet Moore

*** *. ***** **., **********, NC **217

919-***-****

adpy9p@r.postjobfree.com

PROFESSIONAL PROFILE

I possess more than 7 years of foreclosure and mortgage servicing experience along with over 10 years of supervisor/customer service/collections/trainer/ with coaching experience. Detail Oriented and Organized

Supervisor/Subject Matter Expert

Customer Service

Strong Work Ethic

Accountability/Flexibility

Bankruptcy/Conteste.,d and Mediation Experience

Knowledge of FDCPA, FCRA, CFPB, and TILA

Loan Underwriter/Processor/Closer

Liquidations Experience

Trainer/Coach/Subject Matter Expert

Innovative and Decisive

Excellent Written & Spoken Communication

Diagnostic Information Gathering

Foreclosure Knowledge and Procedures

MSP and Black Knight/LPS

Contested Litigation Experience

Supervisory Experience and Managing Change

Microsoft Word, Excel, and Outlook/Lotus Notes

PROFESSIONAL EXPERIENCE

ACS- Remote-Work from Home, NC

Loan Underwriter/Processor/Closer

July 2020-October 2020

Maintain a high volume portfolio of mortgage loans. Loan Underwriter, daily communications to updated loan policies. Worked with Fannie Mae and Freddie Mac loans. Process, underwrite, and close loans. Make sure all documents are reviewed and eligible. Ensuring that investor, insurer, and government agency guidelines are met. Ensuring that exceptions are addressed in a titmely manner to avoid delays in processing loans. Worked various systems (Black knight, MSP, Back in the black, impact, neighborhood watch, and etc. Maintains proper disposal codes as needed. IBM/Seterus/CCI, RTP, NC

Loan Underwriter/Processor,Foreclosure Timeline SME/Trainer October 2014 –July 2016

Maintain a high volume (over 800) portfolio of mortgage loans. Loan Underwriter, daily communications with attorney's offices via email and phone to ensure current updates on all cases; updated files in LPS to reflect sales, mediations, depositions and hearings. Ensuring that investor, insurer, and government agency guidelines are met. Ensuring that exceptions are addressed in a titmely manner to avoid delays in the foreclosure process (i.e. Title issues, payment disputes, property preservation and damage issues, etc.) Providing figures related to foreclosure sale bids and judgments. Maintains proper disposal codes as needed. Providing figures related to reinstatement and payoff request made by borrowers and/or attorneys. Review documents submitted by foreclosure attorney's office that need execution such as affidavits, Reaffirmation of mortgage, Supplemental affidavit, Rescission of substitute trustee's sale and Cancellation, Reaffirmation of mortgage, Supplemental affidavit, Rescission of substitute trustee's sale and Cancellation

IBM/Seterus/CCI, RTP, NC

Loan Underwriter/Processor,Foreclosure Timeline SME/Trainer October 2014 –July 2016

Harriet Moore • [Phone number]• [E-mail] Page 2

Maintain a high volume (over 800) portfolio of mortgage loans. Loan Underwriter, daily communications with attorney's offices via email and phone to ensure current updates on all cases; updated files in LPS to reflect sales, mediations, depositions and hearings. Ensuring that investor, insurer, and government agency guidelines are met. Ensuring that exceptions are addressed in a titmely manner to avoid delays in the foreclosure process (i.e. Title issues, payment disputes, property preservation and damage issues, etc.) Providing figures related to foreclosure sale bids and judgments. Maintains proper disposal codes as needed. Providing figures related to reinstatement and payoff request made by borrowers and/or attorneys. Review documents submitted by foreclosure attorney's office that need execution such as affidavits, Reaffirmation of mortgage, Supplemental affidavit, Rescission of substitute trustee's sale and Cancellation of substitute trustee's deed. Provide daily training, coaching and feed back to newer associates. Responsible for ensuring contested and foreclosure activities are performed in accordance with investor, insurer and/or government agency guidelines. Completing special projects and ad hoc analyses as requested by management of loss mitigation loans

(processing/re-writing/modifying loans in the HSSN portal) and bankruptcy claims. Responsible for submitting Indemnity Claims/Repurchases, Corporate Loss Claims, attorney fees and reclassification of funds.

IBM/Seterus/Adecco, RTP, NC

Loan Underwriter/Processor, Loss Mitigation Specialist/Delinquency Management January 2013 – October 2014

Primary responsibilities are collections, customer servicing, and loss mitigation, loan underwriter/processor, recovery activities, investigating, researching and analyzing accounts in question. Contacted delinquent, charged-off, or high-risk customers in order to secure payment and determine reason for delinquency on active loan/credit card accounts.Confirm the loan package is ready for submission and Home Mortgage Disclosure Act (HMDA) information is complete.Collect mortgage payments and outstanding fees, and submit credit corrections. Opening and preparing loan files, verifying initial disclosures are sent to the borrower, entering updated borrower data, obtaining mortgage loan documentation as required by findings, reviewing loan applications to clarify and/or obtain additional information, and reviewing and calculating income, assets and liabilities. Obtained home owner's financials in order to confirm if qualify for loss mitigation options such as MHA/HAMP, traditional loan modification, special forbearance etc. Handled foreclosure, bankruptcy, and contested loan issues.

Humana Insurance and Sprint /Nextel, Cary, NC

Senior Customer Service Rep/SME

November 2007 – May 2012

Assessed customer needs in a timely and understanding manner; trainer, applied hands-on approach to clarifying customer expectations and resolving issues effectively. Maintained existing client accounts and processed inbound paperwork after contract enrollment ended. Exhibited strong verbal, written, interpersonal communication and data entry-skills. Responsible for inbound/outbound calls, sales, billing, claims, health benefits (medical, pharmacy, vision, dental, prior authorizations, collections, and claims), and technical support while resolving escalated calls for customers.

Integral Resources, Raleigh, NC

Senior Customer Service Rep

07/2006-01/2007

Exhibited strong verbal, written, interpersonal communication and data entry-skills. Harriet Moore • [Phone number]• [E-mail] Page 3

Assessed customer needs in a timely and understanding manner; applied hands-on approach to clarifying customer expectations and resolving issues effectively. Responsible for training new employees, inbound/outbound calls, payments and collections. Exceeded companies required amount of new accounts and sales/fundraising volume. Bank of New York, NY, NY

Supervisor-Account Maintenance Dept.

05/1999-12/2006

Assistant to the AVP, Work Lead, and Claims manager. Screening applicants, coordinating interviews and participate in initial interviews with potential new hires. Supervised and trained 15 employees on record management, payroll reporting, customer service skills, updating customer profile researching accounts and debit/credit claim discrepancies. Responsible for SCC reporting and risk management compliance. Assessed customer needs in a timely and understanding manner; applied hands-on approach to clarifying customer expectations and resolving issues effectively. Exhibited strong verbal, written, interpersonal communication and data entry-skills. Documented client and employee communications on company’s main frame Unix System. Answered and followed up with customer inquiries, handled complex discrepancies related to processing client transactions, claims processing. Counseled employees on job responsibilities that affected their ability to perform duties.

EDUCATION

2020-NC Health, Medicare, and Life Insurance

2016-IBM Leadership Development Program (Leadership Training) 2015-Wake County Community College, Raleigh, NC

2004-Essex County College, Newark, NJ

REFERENCES

References are available upon request.

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