Customer Service Mortgage Loan
Resume:
Danielle Adams
Missouri City, TX *****
*******@*****.***
Multi-faceted, efficient, and reliable professional with 10+ years of experience in the mortgage industry improving internal operations for both small and large companies. Proven ability to work in difficult situations while providing a high level of service to clients and mangers. Detail-oriented to ensure organization and accurate documentation.
Work Experience
Expeditor
Vegetius Group
May 2023 to Present
• Conveying restaurant information to customers, colleagues, and other staff members with a constructive approach.
• Exhibiting immaculate customer service making certain that patrons feel accommodated minimizing any difficulties.
• Adheres to efficient time management, prioritizing tasks in a fast-paced environment; greeting customers, taking orders, delivering food and drinks, as well as cleaning simultaneously.
• Detail-oriented, being cognizant of accurate and safe eatery operations.
• Maintaining compliance with licensing, hygiene and health and safety legislation.
• Overseeing stock levels, ordering and organizing supplies as well as daily business operations. Loss Mitigation Analyst: Full-time
Flagstar Bank
March 2022 to May 2023
• Communicated with members to determine the reason for default and request additional pertinent information as needed.
• Analyzed member financial documentation to determine the most effective workout option.
• Maintained a thorough understanding of state and federal laws and regulations related to investor guidelines.
• Prepared necessary analysis and documentation to complete loan modification agreements, repayment plans, forbearance plans, short sales and other workout options.
• Identified and proposed qualifying workout cases to manager/underwriters for approval.
• Collaborated with others as appropriate to assist with the efficient, effective, and timely completion of Real Estate Loss Mitigation projects.
• Updated relevant systems with member communication, notes and action items. Due Diligence Underwriter I: Full-time
Recovoco Mortgage
September 2020 to January 2022
• Performed due diligence on closed mortgage origination loan files.
• Reviewed underwriting decisions, discrepancies, credit audits, income, collaterals, and appraisals to ensure accuracy of all calculations and related loan documents of each mortgage loan file.
• Constructed appropriate recommendations and compiled findings through a detailed summary to the client for each mortgage loan file.
• Facilitated other various related duties as assigned. Mortgage Service Processor: Full-time
Zeus Lending
May 2018 to August 2020
• Networked with loan officers, borrowers, and third-party providers to obtain documentation to submit a thorough, accurate, and complete loan package to Underwriting.
• Maintained control of the loan files in your pipeline, monitors dates for approval, appraisals, and closing, and ensures that all deadlines are met in a timely and efficient manner.
• Provided friendly, accurate, professional service to customers and employees through timely response to messages and correspondences.
Substitute Teacher
KIPP Houston Public Schools
July 2015 to May 2018
Special Education Paraprofessional : Full-time
• Prepared lessons that reflect best practices and accommodations for individual students as directed by teacher.
• Provided personal support, intervening in crises.
• Updated students' records by reviewing case notes; logging events and progress.
• Utilized diagnostic assessment tools to identify learning strengths and needs of each student.
• Advocated for needed services and entitlements.
• Proctored standardized assessments and actively participated in team meetings with staff committees. Loan Review Specialist: Full-time
Bank of America
April 2013 to June 2015
• Reviewed and researched documentation associated with tagged loan numbers to route reports as applicable.
• Processed on dual screens to maintain maximum efficiency.
• Adhered to internal guidelines and external requirements.
• Entered all applicable data into the system applications to escalate any issues as needed.
• Adhered to any changes made to the flow process as implemented based on the clients requests.
• Exemplified the company culture, mission and vision on a daily basis by actively participating in company values.
• Participated in team meetings to gain knowledge of business updates, operational issues and servicer call.
• Shared best practices to contribute to the team environment. Customer Care Coordinator: Full-time
Bank Of America
November 2010 to April 2013
• Provided impeccable customer service to mortgage customers via inbound and outbound communication.
• Collected /accepted payments on current and delinquent accounts.
• Initiated review for borrower resolutions: modification, short sale, deed in lieu and forbearance plans.
• Initiated and maintained contact with customers who have active escalated issues, taking calls as they are presented on a daily basis.
• Prioritized workload to ensure all escalated issues are resolved within the established efficient and effective standards.
• Corresponded with management to determine root cause of disputes and trend issues to provide feedback on process movements.
• Performed research queries using the skip tracing method in an effort to locate contact information for borrowers who are unable to be located via Accurint; whitepages.com and yellow pages.com. Texas Health & Human Services
Texas Works Advisor
February 2008 to September 2010
• Maintained a regular and predictable work schedule.
• Obtained, verified, and calculated income and resources to determine client financial eligibility.
• Interviewed clients or authorized representative to gather information to determine eligibility for benefits.
• Conducted reviews to determine or verify eligibility or continued eligibility and benefit level.
• Processed changes to client status, overpayments, and adjusts or restores benefits.
• Created and maintained logs of case records using automated equipment to review each client.
• Communicated on an intermediate level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints. Education
Master of Arts in Sociology
Texas Southern University
January 2012 to May 2015
Bachelor of Science in Administration of Justice
Texas Southern University
August 2002 to December 2006
Skills
• Communication skills
• Lending
• Fair Housing regulations
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