Mortgage Underwriter Virtual Customer
Resume:
YETTA LEE **********@*****.***
Chino, CA
SKILLS
Project/Account Management
Analytical
Resolution Specialist
Verbal and written communication
Customer Support
Inbound Support
Voice of Customer
TECHNOLOGY
Microsoft Office
Word
Excel
PowerPoint
Adobe
Adobe Acrobat DC
FINANCIAL MANAGEMENT
Accounting
General Ledger
Collections
Credit Risk
Billing Inquiries
Account Reconciliation
Banking
Auditing
MANAGEMENT
Human Resources
Office
Call Center
Credit risk
EDUCATION
MBA Accounting
University of Phoenix
Tempe, AZ
08/2021
Bachelor of Arts
Management
University of Phoenix
Tempe, AZ
03/2019
PROFESSIONAL SUMMARY
Experienced Customer Service and Management professional, with over 10 years of success in finance, virtual customer service, and Quality Assurance review. Experienced with excellent account management, problem resolution and time management skills. Excellent attention to detail and operational excellence. Delivering consistent goal achievement to increase production and teams. Management skills offering motivation and excellence to team members ensuring a thriving, successful and pleasurable work environment. Excited to bring my proven skills and customer enthusiasm to Delta. Flexibility to varied schedules, including nights, weekends, and holidays.
ACCOMPLISHMENTS
Strong communicator excelling in customer interactions in a 95% trend for promises for payment.
Supervised team of 14 - 20 staff members.
Documented and resolved mortgage issues which led to the cessation of foreclosure activity.
Exhibition of creativity and skill in delivering practical solutions and thriving in a collaborative team environment to collect $1M+ in revenue.
EXPERIENCE
09/2021 to 10/2022
Rent Relief Case Manager
Los Angeles Business Personnel (Horne, LLP) – Remote Position
Process COVID 19 Rent Relief Applications, customer service contact, quality assurance review, research assistance and team lead and training involvement.
Approval and payment of Emergency Rental Assistance due to the COVID 19 pandemic.
05/2016 to 03/2020
Collection Specialist II
Collection Services – Chino, CA
Consistently achieved monthly performance goals
Managed post-petition payments for bankruptcy cases and worked with legal departments to determine appropriate proceedings.
Researched accounts and completed due diligence to resolve collection problems.
Used skip tracing and other techniques to locate debtors.
Worked in call center environment handling automatically dialed outbound calls.
Handled 100 - 125 outbound and inbound calls daily
Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records, and current financial status.
Monitored pipelines to track and log status of loans.
Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
03/2014 to 05/2016
Mortgage Underwriter/Auditor
Sutherland Global – Houston, TX
Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records, and current financial status.
Monitored pipelines to track and log status of loans.
Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
Assisted customers with mortgage modification solutions to prevent foreclosure.
01/2013 to 03/2014
Mortgage Processor
Stewart Title – Houston, TX
Supported other operational teams with financial transactions and account maintenance.
Processed account paperwork, transfers, and money movement for new business accounts.
Handled any conditions requested from bank underwriting departments.
Collaborated with Loan Officers to provide timely, accurate service for clients throughout the entire mortgage process.
Worked with customers via telephone and in person to answer questions, process transactions, and resolve issues.
Prepared file for final clear-to-close by branch management.
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