Customer Service Accounts Representative

LAVON FUGETT MAUCK

**** ********* ****, ********, ** 23225

804-***-**** **********@*****.***

Financial Services Professional Consumer Banking /Mortgage Experienced Mortgage professional: Mortgage Client Care, Retention and Liquidation Loss Mitigation, concentrated in Credit Analysis. Demonstrated analytic skills for interviewing and evaluating clients ability to repay debt and prevent foreclosure and loss to the bank. Able to apply skills with direct and indirect probing negotiate proper payment to minimize loss. I bring a superior level of customer care and communication skills to retain and grow the customer base as well as a unique ability to engage and enhance customer loyalty. SAFE Act Registered and familiar with CFPB, and Fair Lending application. Experience

SunTrust Mortgage

Stoli Client Care Richmond VA December 2015 – Present During the past 23 months, I have enjoyed assisting borrowers in routine and more complex inquiries regarding their Mortgage concerns. I have been able to draw on my previous mortgage experience to better assist in the performing loans. I have met or exceeded service and referral goals. I have a solid understanding of basic mortgage servicing operations . I am interested to learn more in helping our clients with mortgage needs. I truly enjoy helping people. I want to see SunTrust meet and exceed our goals and I see the Mortgage RBS Citizens, Contractor Glen Allen VA September 2014 –October 2015 Liquidation and Retention Front End Fulfillment

Review borrower requests for Mortgage Hardship Assistance in accordance with CFPB Guidelines adhering to Investor Guidelines and Standards for Retention and Liquidation. Relay requests to relationship manager regarding documentation as needed according to the borrowers financial situation and employment status at the time of request. Order property evaluations and Title Reports. Compile all necessary documents for a complete file to be reviewed. I have been able to establish an effective method for efficient workflow and timely followup to enhance production.

SUNTRUST BANK, Glen Allen VA 2011-2014

Consumer Lending Loan Officer NMLS Safe Act Registered Responsible for generating production of Equity Loans from Equity Lines reaching maturity and end of Commitment using Acaps the automated underwriting system. Prequalified borrower based on DTI. Processed files to include requesting necessary documents for approval. Responsible to review Title and Appraisal reports. Prepared loan closing documents and set closing appointment with the borrower. Coordinated closing with SunTrust Branch offices. Other duties included interviewing borrowers to request necessary documents for hardship review, credit and income analysis and decisioning files for the appropriate loss mitigation option in accordance with CFPB Guidelines to assist borrowers in more temporary solutions for Foreclosure Prevention in a production oriented call center environment. I was successful in meeting production goals. SUNTRUST MORTGAGE, Richmond VA 2008-2011

Mortgage Outreach Negotiator

Reviewed Hardship Requests in accordance with Investor Guidelines. Worked with borrowers face to faceat NACA Foreclosure Workshops and Court Ordered Mediations. Assisted borrowers in call center environment by requesting necessary documents, analyzing credit to determine best fit modification option for the borrower based on DTI and hardship. Developed strong working relationships with 3rd party attorneys to ensure property processes and procedures were followed. Completed all aspects of litigation in a correct and well documented manner. Executed Loss Mitigation Affidavits. Evaluated client financial ability, reason for default and ability to make on going payments to avoid foreclosure with Making Home Affordable and Standard Investor Modifications. Recommended and initiated loss mitigation options appropriate for the borrowers financial circumstance Successfully met and exceeded expectations. Processed Final Hamp Modifications to fulfillment. SUNTRUST BANK, Richmond VA 1992-2008

Alternative Lending Loan Officer and Customer Service New Accounts Representative Recognized Sales Leader consistently ranked Number 1 in Sales Production and New Accounts which lead to being promoted to Loan Officer with a Lending Authority of $50,000. I enjoyed interviewing borrowers on both inbound and outbound teams, who had been declined for Equity Lines through normal SunTrust Underwriting Guidelines, probing for financing needs and tailoring an Equity Loan for consolidate date, improve credit and provide needed cash that would otherwise not have been made available through normal channels. I set the Department Sales record consistently achieving $4 Million Dollar total for loans sold in one month. As a customer service representative with Suntrust Bank in New Accounts I was consistently the leader in Production and was personally congratulated for sales achievements by Mr. Tilghman Chairman and CEO for the highest number of new accounts opened. I enjoy uncovering a borrower need and growing the customer base to assist in meeting Sales expectations. I am able to reach borrowers to provide a sounding board for their needs. Borrowers regularly recommend me to their associates for referrals. The Mortgage Consumer Direct Loan Officer opportunity would draw on my combined skill set based on the experiences mentioned. My strong organizational skills and work ethic along with my credit analysis and processing experience, position me to excel in this production role. It would provide me the opportunity to grow with SunTrust using the best of my skills and talents and help the department to exceed their goals. EDUCATION

University of South Carolina BA

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