Call Center Support Agent

DAVID THOMAS

CLEARWATR, FLORIDA

727-***-**** ********@***.***

CORE COMPETENCIES

*UNDERWRITING CONV HARP LOANS *TRAINING/TEAM BUILDING *FINANCIAL SERVICES

*PROCESSING FNMA/FHLMC LOANS *CREATE TRAINING MATERIALS *LEAD TEAMS OF 20+

*PROCESSING FHA/VA/HARPS LOANS *CUSTOMER LIAISON *HIGH VOLUME DEPTS

EXPERIENCE

AMERICAN MORTGAGE CONSULTANTS, INC Tampa, Fl March 2018-Present

Mortgage Loan Underwriter

Analyze mortgage conventional loans to complete a servicing underwriting review for collection comments and pay histories for various projects and clients.

Analyze mortgage files for accuracy and completeness to capture each file the collection comments events and to place each event in system according to the servicing guidelines for each client.

Analyze each file to capture the pay history for pertinent clients to measure the promptness of payment for every client.

Every underwriter is measured as for the accuracy and promptness of each file against every peers that is completing the pertinent project.

GTE FINANCIAL Credit Union Tampa, FL

Retail Mortgage Loan Processor

To coordinate with each loan officer the accuracy of each file/document that is submitted to process.

To pre-underwrite each file for accuracy for DTI ratios, LTV, loan programs, gathering/analyzing of documents for submission to underwriting for approval.

To communicate with every applicant for understanding of loan process, gathering of loan documents and to answer any questions the loan applicant may have.

To communicate with title companies, attorneys, certified public accountants and insurance companies to get pertinent documents regarding the loan process.

MILLENIUM GROUP/USAA Federal Savings Tampa, FL

Mortgage Loan Underwriter

Analyze mortgage conventional loans to make initial and final decisions based on Desktop Underwriting & Company guidelines which are in line with FNMA & FHLMC guidelines.

Verify each mortgage file to maintain accuracy calculations of income, assets, credit based on guidelines with Fannie Mae/Freddie Mac.

Maintain a superior level of accuracy & quality for each mortgage file & to make sure that each file to completed in a timely manner.

To professionally interact with colleagues to promote a spirit of cooperation to decision each loan.

To place the correct & complete underwriting conditions al file based on total valuation of file.

BANK OF AMERICA N.A. Jacksonville, FL

Consumer /Processor/Underwriter.

Process all supporting docs that are received by each client to verify that loan is compliant and ready to close and fund.

Call center environment in taking 20-30 calls daily and converting to viable approved loans and disclosing to clients terms, payments and options.

Assist underwriting department that if all supporting docs aren’t received to obtain them from the borrower or 3rd party.

Assist underwriting department to be aware of new conditions to added to loan when situation allows.

Meet all weekly/monthly goals that are set by management.

Home Services Specialist II-SASE Conventional Level, I Underwriter

Manage a processing/underwriting MHA Harp & Full Document Conventional Loan pipeline of up to 80 different mortgage loan files.

Achieved high standards of excellence by meeting/exceeding all processing & underwriting personal/team goals & deadlines but also maintaining high quality standard of excellence in program guidelines.

Want to further my underwriting lending authority by achieving my SASE Level 2-4 and to obtain my DE & Lapp licenses.

Received numerous awards in processing & underwriting mortgage loan files for quality.

JP MORGAN CHASE BANK Jacksonville, FL

Home Lending Customer Assistance Specialist

Achieved to be an expert on the HAMP, CHAMP, HAUP, CHAUP, UPFORB & HAFA loan modification processes, the necessary forms & alternative documents to complete the loan modification in a prompt manner.

Balancing a workload consisting of modification requests at all stages of the process; maintaining a 65-85 loan pipeline; taking phone calls in a call center environment, including of post- communication decisions, trial plan adherence & completion of loan.

Underwriting & processing each loan modification that was assigned to make a timely decision for each borrower who applied.

BANK OF AMERICAN Savannah, GA October 2010-September 2011

Home Services Specialist II-Underwriter/Processor

Managed a processing/pre-underwriting pipeline of up to 80 different mortgage loan files of various product loan types CAN(Conventional, FHA, MHA, VA & USDA).

Processed/Underwrote MHA HARP/Conventional/FHA/VA loans for borrowers.

Studied company SASE Conventional Level I underwriter loan courses to further my knowledge & conventional underwriting authority prior to branch office closing.

JP MORGAN CHASE BANK Florence, SC

Operations Unit Manager-Assumptions May 2010-October 2010

Managed 22 - 24 people who included: 2 supervisors with 4 different departments in the Assumptions / Name Change branch of Chase.

Managed 4 different deadlines: 1.) RESPA guidelines are met within 24-48 hours on all new assumption requests, 2.) New assumption packages delivered timely to borrowers, 3.) Name change requests are executed timely & accurately, 4.) Incoming mail being sorted and delivered to the pertinent departments & fees ordered.

To analyze policy guidelines to make recommendations to revise possible changes.

Proficient in MSP, LPS, DWS, CCW, & other pertinent programs to our department.

Mortgage Support Supervisor - Columbus, OH January 2009-May 2010

Managed a Mortgage Support staff of 10-15 agents in a call center environment who assisted/resolved over 800-2000 Chase cases daily.

Developed a telephony Monitoring phone call protocol & implemented to monitor inbound/outbound phone calls not only for quality control but for future instruction, coaching, workshops, & other aspects of the position.

Developed Excel reports to measure call monitoring as well as reports to measure statistical trends on a daily, weekly & monthly basis.

Developed various training materials & guides to assist agents through their training phases to be productive throughout their employment experience.

Developed plans/courses for continuous training, motivation & development.

Achieved a high level of interdepartmental cooperation in training, department feedback, product development & product implementation.

Achieved a national program in the mortgage loan consultant department that increased department sales & operations capabilities.

Mortgage Support Team Lead

Team Lead of 6-8 Mortgage Support Agents in a call center environment.

Monitoring quality control of incoming telephone calls by administrating “side by sides” with

Mortgage Support Agents by listening to calls for not only accurate information, professionalism but also the agent’s tone of voice, overall attitude and demeanor.

Developing reports to monitor overall quality of calls, improvements and aspects to work on.

Mortgage Support Agent/Customer Resolution

Being in a call center environment, assisted borrowers, investors and realtors in the foreclosure sale process in buying, selling and who to notify.

Contacted appraisers, attorneys, title companies, and other outside vendor companies that would be related to the loan to assist the borrower, department or company to resolve the issue towards resolution.

Home Loan Associate Assistant

Assist in the processing of FNMA & FMHLC purchase/refinance loans.

Assist 15 mortgage loan processors to obtain, process documents, interact with pertinent departments in submitting loan files through closing.

Perform VOE, VOR/VOM, & VOD tasks as well verifying Home Owner insurance coverage, program information, Rate, rate locks and other information.

Mortgage Loan Originator - Cincinnati, OH

Marketed conventional, FHA & VA purchase programs to residential, private investors & first-time homebuyers.

Marketed refinance programs to existing Chase clients, other referrals for home improvement, debt consolidations, interest rate & term reductions.

Did through credit analysis to determine credit worthiness, history, demographics & participated in realtor open houses, marketing projects and promotions.

FNMA Foreclosure Analyst - Columbus, OH

Worked with realtors to assist in FNMA short sales & traditional real estate transactions & correctly calculated property values to determine foreclosure sale bids.

Developed largest foreclosure case load of 434 in any given month among 24 colleagues.

Was trained in up to 7 states regarding foreclosure practices, laws and the implementation of those laws.

EDUCATION

Ozark College Joplin, Mo

Major in Business Administration & Minored in Accounting & Music

COMMUNICATION

MANAGEMENT * MORTGAGE PROCESSING * HOME LENDING * UNDERWRITER

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