Property Preservation Customer Service
Resume:
Columbus, GA *****
***********@*****.***
https://www.linkedin.com
/in/stephanie-murry-a6656146/
SUMMARY
Accomplished, analytical, and
passionate Quality Assurance
Analyst. Team-focused professional
with extensive financial modeling,
customer service, seasoned
remote worker and sales
experience. Experienced with
guidelines and laws according to
HUD, HAFA, HARP, HAMP, FHA,
GSE, VA and CONVENTIONAL
REGULATIONS. Strong knowledge
base of the value drivers on both
an asset and portfolio level. I am a
strong problem solver, collaborator
and communicator with a niche for
being able to multi-task and meet
the needs of my client. Quick
learning and open-minded
self-motivator bringing over 20
years of mortgage servicing
experience eagerly seeking a
position in the Mortgage industry
with a progressive organization that
will provide an opportunity to learn
and grow with the company while
effectively contributing to its
success. More than 6 years of
proven success working
independently as a remote
employee.
Stephanie Murry
EXPERIENCE
March 2021 - Current
QA Analyst Keller Mortgage Columbus, GA
June 2019 - March 2021
Sales Associate Dillard's Atlanta, Ga, GA
April 2020 - September 2020
Mortgage Loan Processor Altisource Asset Management Corp. Atlanta, GA
• Maintained quality assurance procedure documentation. Monitored completed work and provided feedback to improve team member performance.
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Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
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Set and achieved product quality objectives while meeting product specifications.
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Oversaw process checks to verify proper completion and correct frequency.
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Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
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Examined and verified information in loan application and closing documents.
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Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
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Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
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Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
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Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
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• Prepared cash deposits with zero discrepancies.
Offered product and service consultations and employed upselling techniques.
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Help the mortgagor to complete and submit all necessary documents for approval of the mortgage.
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Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
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Thoroughly review the mortgagors 1003 application against the credit report and all other documents to confirm accurate details.
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Calculate income to show credit worthiness. Collect bank statements, paystubs, 1099, and w-2's. Complied applications and paperwork and double-checked for accuracy.
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• Act as SPOC between the mortgagor, underwriter and client.
• Confirm all disclosures have been submitted and signed. Review mortgage loan documents for accuracy to determine if additional information is needed before submitting to the underwriter for review and approval.
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January 2018 - April 2020
Closing Coordinator Hubzu.com/REO, Altisource Atlanta, GA January 2017 - January 2018
Closing Coordinator Altisource Asset Management Corp. Atlanta, GA March 2016 - January 2017
Asset Manager Altisource Asset Management Corp. Atlanta, GA Equator testing to insure seamless workflow between client and company. Maintaining a strict timeline to remain in compliance with the client request.
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• Request credit report for full review and qualification.
• Upload all documents to client portal for review.
• Managed any conditions sent from underwriting departments.
• Created and completed loan submission packages.
• Filed completed packages quickly and efficiently. Maintained complete confidentiality of all submitted information according to release guidelines.
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Upheld compliance with privacy and security requirements, as well as federal statutes covering all loans.
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• Navigate the closing process to ensure proper disclosures completed.
• Review contracts received thru Docusign for proper signatures.
• Collect earnest money deposits.
Manually create purchase and sales agreement for sale of property submitted thru DocuSign where necessary when changes are made.
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Maintain daily tracking report for proper handling of files to ensure title details are addressed in accordance to the clients timeline.
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Review documentation for accuracy before submitting to asset manager for final approval.
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Work closely with the title curative team to move file to clear to close as quickly as possible.
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Schedule closing with the title company and agents to ensure a timely closing.
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Proactively communicate with buyers, clients, agents and title companies. Maintain clear details of the closing process in the client portal. Report details of closing to the client on a weekly basis. Assistant training of new hire to closing team and periodic impromtu projects.
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• Navigate the closing process to ensure proper disclosures completed.
• Maintain daily tracking report for proper handling of files.
• Confirm completion of OFAC and Mortgage Insurance approval.
• Correctly identify errors on closing disclosure for resolution.
• Present all closing documents to investor for review and final approval.
• Schedule signings, Insure all documents are signed and notarized.
• Ensuring all terms of the short sale are complete and accurate. Tracking deposits and payments of wire receipt in accordance with the closing documents prior to submitting to investor for liquidation.
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Discussed goals and strategies with potential investors and implemented corrective actions to enhance performance.
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Analyzed and designed strategies to minimize all losses via management of attorney and enhanced better foreclosure processes.
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• Analyzed housing markets and identified potential buyers.
• Negotiated between sellers and buyers over property prices and January 2011 - January 2015
Loss Mitigation Specialist III Fannie Mae Atlanta, GA January 2010 - January 2011
Portfolio Specialist III (Contractor) Fannie Mae Dallas, TX settlement deals.
Leveraged Equator to input and compile data gathered from various sources.
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Juggled multiple projects and tasks to ensure high quality and timely delivery.
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Improved operations by working with team members and customers to find workable solutions.
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• Executed test scripts and recorded results.
• Created and revised SOPs and training materials. Reviewed 300-500 cases monthly based on volume geared to decrease overall liquidation.
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• Manage projects independently and as a group.
Cultivated relations with case servicer, mortgagor, and project managers under tight time restrictions, sharing best practices to optimize productivity.
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Responsible for analyzing and underwriting loan files to render appropriate credit decision, in accordance to Investor guidelines on pre-foreclosure and deed in lien (mortgage release) cases for a broad spectrum of servicers.
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Reviewed mortgagor's financial package to determine best suitable option for both mortgagor and investor by analyzing the supporting documentation for accuracy in calculations and justification based on compliance and implementing best practices.
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Reviewed incoming request for any disputes, including offers of short sales, property preservation concerns, and mortgage insurance issues to determine best resolution for repairs with REO department while eliminating excessive costs.
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Maintained continuous communication with the property preservation department to insure property was taken back into inventory in accordance to investor guidelines.
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Interfaced with homeowner's association and attorneys to negotiate settlements on judgments per investor guidelines.
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Completed daily follow-up to service providers and mortgagors to gather additional information.
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• Worked as remote employee 3 years.
Facilitated and negotiated resolutions to short sale and DIL (mortgage release) subordinate liens.
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Partner with real estate agents, junior lien negotiators, mortgage insurance companies, and some HOA companies to ensure timely project completion and customer satisfaction.
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Resolved payoff demands from the mortgage insurance or junior lien holder.
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Reviewed financial documentation of the borrowers to determine needs assessments for continuous improvements.
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Reviewed purchase offers and HUD1's on properties, coordinating with internal on-site staff to identify and resolve cases.
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Implemented best practices for successful resolution in favor of liquidation.
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January 2009 - January 2010
Loss Mitigation Specialist Bank of America Plano, TX January 2007 - August 2008
Supervisor/Team Lead Loss Mitigation; Greenpoint Mortgage Columbus, GA
March 2004 - January 2007
Loss Mitigation Specialist II Hubzu.com/REOGreenpoint Mortgage Columbus, GA
• Processed and monitored short sales from the investors.
• Completed caseload of approximately 150-200 files per month. Mitigated investor losses by verifying proper documents during negotiations and closing phase.
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Reduced process lags by effectively training new hires on best practices and protocol.
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• Advised team of new policy and procedure.
Managed over 20 loss mitigation negotiators to ensure optimal productivity.
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Coached and trained new hires to maximize performance and reduce project lags.
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Generated client retention by resolving housing and urban development
(HUD) and office of the controller of currency complaints (OCC).
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• Resolved escalated complaints and calls to enhance satisfaction ratings.
• Submitted repayment loans for approval and processing.
• Monitored staff calls for quality and accuracy.
Counseled mortgagors, legal representatives, real estate agents, and other professionals regarding borrowers in hardship situations.
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Supported the decision-making process by gathering supporting information and counseling borrowers on options to recommend optimal choices.
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• Interfaced with attorneys, title companies, investors, and appraisers.
• Pulled credit reports and requested appraisals.
• Fielded approximately 50 phone calls per day.
Counseled mortgagors, legal representatives, real estate agents, and other professionals regarding borrowers with valid hardship.
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Counseled borrowers on their options for modifications, forbearance, pre-foreclosure sale, and mortgage release.
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Gathered supporting information for decision-making process; analyzed credit reports to insure properly documented indebtedness.
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Contacted attorneys for foreclosure verification, ordered title report to confirm clear title work, and ordered appraisals for review in order to confirm values for review.
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Fielded approximately 50 phone calls per day to maintain current information.
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• Trained and provided orientation for new specialists. Conducted comprehensive analysis and evaluated risk to control underwriting loss.
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Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
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Monitored completed work and provided feedback to improve team member performance.
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EDUCATION AND TRAINING
2010
Appraisal Red Flags and Mortgage Banking Fundamentals Customer Service and Loan Administration Fraud Awareness and Fidelity Fannie Mae Mortgage Development Anti-Money Laundering Foreign Corrupt Practices Act Appraisal Forms and Property Types Loss Mitigation Agent, 6 Courses Fair Lending and Customer Information Security
June 1984
High School Diploma
Spencer High School, Columbus, GA
Some College (No Degree) Physical Therapy
Mississippi Gulf Coast Community College, Perkinston, MS SKILLS
Strategy Development Administration Client Relationship Management
(CRM) Finance Customer Service Managing Priorities Data Research & Analysis Client Rapport Process Improvement Record Tracking Complex Problem Solving Staff Training & Development Asset Management Contract Negotiations MS Office Suite Outlook Excel Word Fidelity Early Resolution Workout Prospector HSSN PointNet Resware iPoint Prophit Aspect/Lyrical Phone System Clarifire EMASON DARTS Equator Traxs, ENCOMPASS
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• Closing, Sales
• Contracts, Staff Training
• Credit
• Customer satisfaction
• Customer Service
• Decision-making
• Documentation
• Excel
• MS Office Suite
• Office
• Outlook
• Word
• Negotiations
• Problem Solving
• Process Improvement
• Reviewing financial paperwork
• Preparing applications
• Processing documents
• Application preparation
• Bankruptcy processes
• Credit check knowledge
Contact this candidate