Mortgage Specialist Customer Experience
Resume:
Collections Agent, Loss
mitigation Specialist,
Customer Experience
Specialist
*************@*****.***
Phoenix, United States
Brian
Housley
Profile
Innovative Customer Experience Analyst with 10+ years in Mortgage Servicing Experience. Specializing in improving People Process and Technology to enhance customer experience.
Employment History
Customer Experience SpecialistatThe Money
Source, Phoenix
07/2020—11/2022
Reviewing formal and informal complaints received for root cause,curative and remediation.
Building monthly business reviews for leadership to acknowledge Valid and Controllable Complaints for multiple lines of business. Providing coaching and playbook updates for customer facing representatives.
Helping build
Foreclosure SpecialistatThe Money Source,
Phoenix
02/2019—07/2020
Working closely with foreclosure attorneys to provide necessary fees,cost and documentation to meet 1st legal deadlines based on investor guidelines.
Preparing bid calculations for attorney to execute foreclosure sale. Loss Mitigatio Specialist atThe Money Source,
Phoenix
01/2018—02/2019
Reaching out to customers who defaulted on loan to provide retention and or graceful exit options.
Building rapport with high risk customers to guide through necessary home modification, repayment plans, short sales and deed in lieu Reverse Mortgage Specialist atMr.Cooper,
Chandler
Skills
Building Relationships, 5/5
Critical thinking and problem solving 4/5
Job development 4/5
Remediation 5/5
Hobbies
Basketball, Classic Cars, and my beautiful 4
daughters.
05/2015—12/2018
Working with 3rd party court appointed Executors of Estate to purchase,sale or surrender property to Mortgage Servicer to resolve defaulted Reverse Mortgages.
Providing resolutions ie. Hardest Hit Funds programs in the customers state that can resolve defaulted loan, past due taxes and insurance. Education
BS IN SCIENCE ECONOMIC AND FINANCE, Grand
Canyon University, Glendale
10/2022—Present
Continuing education to fulfill professional portfolio and personal growth
Contact this candidate