Customer Service Youth Mentor

Kammie Fulghum

Plano, TX

214-***-**** ***************@*****.*** LinkedIn

LOAN SPECIALIST

Transparent, detail-oriented Loan Services Professional respected for over ten years providing guidance and exceptional communication to support borrowers with compliant loan servicing at PennyMac, NY Life Insurance Co, and Bank of America. Proven track record of optimizing loan pipelines by identifying process breakdowns and providing process improvement recommendations. Influential leader who collaborates with internal departments and authorized 3rd parties to assist with resolving customer inquiries. Committed to driving compliance by researching and enforcing adherence to regulatory standards and corporate guidelines.

CAREER HIGHLIGHTS

Record Closings: Known as a Top Producer at PennyMac while overseeing an active pipeline of 75 to 100 loans.

Loan Process Expert: Sought out as and served as a team trainer throughout my career to drive best practices, improve customer service, and ensure regulatory compliance

Risk Management: Reduced the bank's exposure to identified risks by obtaining all outstanding conditions to ensure timely funding and closing and reviewing closed loan documents to ensure proper execution.

SKILLS & EXPERTISE

Loan Process Management Loan Process Regulatory Compliance Disclosures & Correspondence Mortgage Loan Accounts Loan Servicing Complaint Resolution Loss Mitigation Finance Payment Processing Wires ACH Due Diligence Quality Assurance Loan Pipelines Risk Exposure Risk Management Team Training & Mentoring Communication Collaboration Process Improvements

PROFESSIONAL EXPERIENCE

PennyMac 2020 - 2022

Home Loan Service Specialist II: Plano, TX

Provided expertise and experience in residential mortgage collateral certification, review, and cures. Identified deficiencies to conduct exception cures by reviewing legal collateral documentation for residential loans, including the Note, Mortgage, Modifications, Title Policy, Assignment/Endorsement chains, Purchase, and VA loans.

Recognized as a Top Producer while managing and maintaining an active pipeline of 75-100 loans a month.

Drove transparency of closing requirements while coordinating between buyers, sellers, attorneys, and realtors.

Ensured compliance with Consumer Financial Protection Bureau and TRID regulations.

Verified the client's financial status for loan closing by reviewing assets from bank statements, analyzing borrower loan-to-value ratio, debt-to-income ratio, credit report, application, income and assets, and down payment funds.

Order flood certificates, and request flood declaration page to input information.

Order tax transcripts, and W2 transcripts.

Trained new employees on FHA and Conventional loan lifecycles and the procedures for funding.

Reviewing and determining all closing documents for accuracy.

Prepare all documentation for final clearance of approval for Underwriting.

New York Life Insurance Co. 2016 – 2020

Financial Analyst: Dallas, TX

Provided data and performed input into the corporate accounting system for investments to drive value creation through financial analysis, modeling, pricing, and other ad-hoc projects.

Collected and analyzed data to drive critical decision-making to senior management.

Obtained all outstanding conditions to ensure timely funding and closing of life insurance policies; reviewed closed loan documents to ensure proper execution.

Resolve and document formalities and transfer issues.

Provided exceptional communication relationship building while working with policyholders, agents, and field offices related to the Life Term and Universal Life policies serviced by the Life Solutions Team.

Assist clients with any service needs. Educating clients on different products, and making prominent decisions to help with retirement planning.

Projected cash flow analysis and create financial plans to help clients financial future.

Run analysis to assist clients to make informed investment decisions.

Analyzed and provided the status of death claims proceedings to explain the fund payment/release process.

Advised on the amount of funds used from the previous policy to fund the current policy.

Initiated funding wires and checks, ensuring secure and efficient transfer of money to diverse locations. Initiate distributions and loan withdrawal.

Championed training and mentorship initiatives for new hires, ensuring knowledge of all insurance products, guiding phone call procedures, and maximizing cohesion across all team members.

Bank of America Corporate 2011 – 2016

Correspondence Specialist: Plano, TX

Reviewed, investigated, and tracked all incoming Member and Provider Service correspondences to promptly deliver and respond to our customers.

Improved client and third-party correspondence processes by quickly responding to homeowners' inquiries regarding mortgage accounts. Analyzed requests, and responded to escrow concerns.

Draft custom written correspondence, including template and free-form letters tailored to a client's specific situation.

Performed due diligence on documents from third parties, updated insurance policies, and notified all parties.

Drove new business and profitability by presenting purchasing and refinancing mortgage loan service options.

Minimized financial risk exposure by analyzing the borrower's income, assets, and creditworthiness.

Process payments to keep account within guidelines to eliminate default.

Assisted homeowners with recovery and restoration of their home, provided the mortgagor with the status of the check endorsement, and revised the loan with home assistance due to damages of the home.

PFS Web 2007 – 2009

Team Lead: Dallas, TX

Assisted customers with placing and canceling orders and initiated procedures for damaged goods.

Provided in-depth, one-on-one training to agents to improve responses to customer complaints and enforce adherence to company policies.

Drove productivity and efficiency by training new-hire personnel on department best practices and providing leadership and direction for employees on operational standards.

EDUCATION & CERTIFICATIONS

Business Certificate

North Texas Job Corp, McKinney, TX

Certified Advanced Cognitive Behavioral Therapy Coach

Additional Education: NAMP Loan Processing Underwriting Course (Candidate)

TECHNOLOGY & TOOLS

Microsoft Office (Word, Excel, PowerPoint, Outlook) / Encompass / AS400/ Salesforce / MSP Servicing Platform

COMMUNITY ENGAGEMENT

Phi Sigma Beta Club/ Youth Mentor

INTERESTS

Reading / Taking New Courses

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