Customer Service Foreclosure Specialist
Resume:
Amanda D Izaguirre
Fort Worth, TX 76133
Email ******.*************@*****.***
Cell 682-***-****
Summary
Diversified experience as a Compliance Underwriter Analyst, Tax Specialist, Lien Procurement Specialist, Customer Service, Collections, and Customer Relations in the mortgage and banking industry. Additional experience in leadership as a Subject Matter Expert. Self-motivated, strong organizational and analytical skills with the ability to embrace change.
Skills and Experience:
Customer Service
TRID
Ability to interact at all levels
Fiserv
Collection/ Loss Mitigation
Microsoft Excel
Strong Negotiation and reasoning skills
Microsoft Word
Foreclosure/Bankruptcy
PowerPoint
Property Tax
Project Management
Conventional, FHA, VA and Jumbo loans (but not limited)
Process Improvements
Bilingual (Spanish)
Escalations – cradle to grave
Covius Holdings, Remotely 6/2016- 11/4/2022
Compliance Underwriter
Tested finance charges, tolerance and timing.
Completed due diligence specifically on loans where the borrower purchases or refinances, on a Conventional, FHA, VA and Jumbo loans (but not limited).
Made appropriate recommendations, share findings for each file through the client for each mortgage loan file. Additional related duties were as follows.
Tax Specialist
Received weekly pipeline from manager.
Prioritized task and provided timely and accurate response to management.
Evaluated procurement of tax-line data for accuracy and completeness.
Researched and verified assignment of parcel numbers for assessed properties.
Provided daily customer service and when necessary, resolved escalated customer service concerns.
Document Procurement Specialist
Managed workload to ensure all targeted deadlines and quality standards were met.
Drafted assignments and lien releases according to state/jurisdiction guidelines.
Record assignments and lien releases.
Ensure all loans were and handled in compliance with the Company’s and Investor and guidelines and state laws.
Prioritized task and provided timely and accurate response to management.
Loan Mortgage Servicing Analyst/QA
Reviewed residential loan modifications, documentation of audit results and written summaries of any adverse findings while maintaining Quality and Production goals set forth by the team lead/Operations Manager.
Analyze loan modification workouts, specifically, loan payment histories, servicing notes, income documentation and calculations, and analyze if the documentation to support the information is accurate and in compliance with guideline requirements.
Identification and analysis of Modification Work Out documents along with their adherence to the applicable program guidelines.
Worked closely with the Team Leader to ensure the department goals are achieved and Client expectations are satisfied.
Residential Credit Solutions, Fort Worth, TX 5/2012-2/2016
Prime Customer Service/Loss Mitigation Representative
Contacted delinquent accounts while achieving targeted goals and delinquency levels.
Obtain reasonable commitments to bring accounts current based on each customer’s individual situation.
Order property inspections and appropriate correspondence letters required by company policy and state laws.
Answer customer inquiries while providing world class customer service.
Assume ownership for department objectives and standards.
Perform skip tracing. Ensure compliance with agency, investor, and federal guidelines. Facilitate and lead projects to completion as assigned.
Saxon MSI, Fort Worth, TX 9/2007- 3/2012
Foreclosure Specialist II
Working directly with high profile investors.
Make decisions regarding foreclosure issues to minimize loss and answer questions outside of their set limits.
Provide status, updates and reporting as well as ensuring compliance within all agencies, investor and insurer guidelines.
Support internal staff with questions regarding foreclosure loans.
Additional Responsibilities:
Monitor foreclosure matters with the outsource vendor (LPS) to complete foreclosure timely.
Oversee loans to determine compliance to state guidelines.
Provide status and feedback upon request to Private Investors.
Provide reasons for delay when foreclosure will not meet the Investors requirements.
Demonstrate professional behavior and teamwork, is punctual, dependable, and adheres to policies and procedures.
Accepts other duties as assigned.
Must respond to outsourcer intercoms, and internal emails relating to Private Investor loans.
Escalations Resolution Advocate
Researching request received via written, faxed, and emailed. Researching, the root cause of the borrower complaint/request.
Resolving issues such as payments processing, loss mitigation, credit bureau, bankruptcy, risk, escrow, foreclosure, etc. within RESPA guidelines.
Customer Solutions and Innovation Team/Escalation Rep II
Responsibilities include the analyzing data of loans assigned and reviewed to determine the reason for the repeat calls.
Resolve any outstanding issues with the customer while fostering a positive customer experience.
Collections Representative/Client Advocate/Executive Response Unit
Collected on outstanding balances due while delivering a customer centric service.
Offering borrower alternatives to assist in bringing the loan current.
Communication to the borrower would include, but is not limited to timelines of modification, missing documents needed to complete the modification, final modification terms, explanation of modification documents and final approval or denial status if not approved along with assistance in moving to an alternative workout option for the client.
This client relationship remained until the finalized resolution was completed.
The average timeframe to complete is anywhere from one to six months.
Education:
High School Diploma
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