Customer Service Loan Servicing
Resume:
Olga Pereiro-Fernández Miami, FL *****
************@*****.***
Personal Statements:
A dedicated professional, with over 20 years of solid results in Mortgage Loan Servicing. Performing ongoing review of the organizational structure. Responsible for Customer Service Department, agency escalations, identifying issues and provide appropriate resolutions to ensure positive customer satisfaction, Loan Servicing Division, Sales, and Purchase of Loans in second Marketing, Training staff in accordance with
Agencies, Company guidelines, policies, and procedures. Develop and revise policies and procedures to maximize return. Ensure all training programs, certifications and development courses are completed as scheduled and deliver semi-annual performance evaluations, ongoing coaching if needed. Responsible for daily/weekly/monthly reporting requirements. Responsible for the audit responses, special project reports and project implementation reports. Reconcile all monthly sub-servicer and servicer’s postings entered at the loan level. Monitor system capabilities to maximize efficiency. Set-up and review new system functions as new products are on board. Review and approve payoff letters, Satisfaction including but not limited to: Release of liens, UCC Cancellations, Refunds and Return of original collateral documents. Monitored Loss Mitigation and Foreclosure Department. Monitor daily delinquency reports and identify loss. Monthly reports to the CFO, CEO, President, and the Board Members disclosing gains and potential losses from my division.
Professional Strengths:
Knowledge of Federal, state and foreclosure laws applicable to mortgage servicing while adhering to Investor’s guidelines
Strategic Planning & Growth
Budgeting
Technology
Leadership and Team Building
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Departmental Re-Structuring and Team Building
Asset Management, Foreclosure, Loss Mitigation and Default
Analytical person
An expert at System Conversion Consultant
Key Achievements:
Generated over $2,000,000.00 in service fee.
Reduced delinquency rate from 10.87% to 1.67%.
2,000 Foreign and Domestic calls.
500 Modified Bank Reconciliations.
Personally Crossed-trained 29 employees.
Strong sense of professionalism and work ethic
Professional Experience:
MortgageFlex LLC April 2021-May 2024
Responsible for training new clients on the MortgageFlex Platform system. Provided daily customer service guidance and problem solution to our various clients. Responsible for enhancing and writing of specs to maximize our platform capabilities in supporting industries regulations and Governmental agencies as user friendly as possible.
Servicing Consultant April 2017 to March 2021
Certified Substitute Teacher. April 2017 to March 2021
Miami-Dade County Public Schools
V. P. MORTGAGE SERVICING May 2015 to March 2017
American Bancshares Mortgage LLC.
Oversees subservicing client. Performing ongoing review of the organizational structure. Responsible for Customer Service Department,
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agency escalations, identifying issues and provide appropriate resolutions to ensure positive customer satisfaction, Loan Servicing Division, Sales, and s of Loans in second Marketing, Training staff in accordance with
Agencies, Company guidelines, policies, and procedures. Develop and revise policies and procedures to maximize return. Ensure all training programs, certifications and development courses are completed by each staff member as scheduled and deliver semi-annual performance evaluations, ongoing coaching if needed. Responsible for daily/weekly/monthly reporting requirements. Responsible for the audit responses, special project reports and project implementation reports. Reconcile all monthly sub-servicer and payment postings entered at loan level. Monitor system capabilities to maximize efficiency. Set-up and review new system functions as new products are on board. Review and approve payoff letters, Satisfaction including but not limited to: Release of liens, UCC Cancellations, Refunds and Return of original collateral documents. Monitor daily delinquency reports and identify loss. Monitored Loss Mitigation and Foreclosure Department. Monthly reports to the CFO, CEO, President, and the Board Members disclosing gains and potential losses from my division.
V. P. LOSS MITIGATION DEP. Dec. 2015 to March 2005
VALLEY NATIONAL BANK (formerly 1st United Bk, formerly Republic Bk, formerly Hemisphere National Bank).
Implemented the Servicing Division supporting Residential and Commercial Loans. Monthly Statistical reports include various activities by Department, such as Delinquencies, Budgeting, and Re-engineering, Building Cross-Training teams. Compliance requirements, External Audits, Internal Audits based on Investor, and Governmental guidelines. Audited
Collateral files to System Reports verifying accuracy. Monthly System Audit on all loans. Monitor Sub-servicer monthly reports for accuracy.
Senior Vice President Republic Federal Bank One Report, Eight Staff Members. Monitored Loss Mitigation and Foreclosure Department.
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Hemisphere National Bank Senior Vice President One Report, Six Staff Members
Performing ongoing review of the organizational structure. Responsible for Customer Service Department, agency escalations, identifying issues and provide appropriate resolutions to ensure positive customer satisfaction, Loan Servicing Division, Sales, and Purchase of Loans in second Marketing, Training staff in accordance with Agencies, Company guidelines. Develop and revise policies and procedures maximizing return. Ensure all training programs, certifications and development courses are completed by each staff member, scheduled, and deliver semi-annual performance evaluations, ongoing coaching if needed. Responsible for Daily, weekly, and monthly reporting requirements. Responsible for the audit responses, special project reports and project implementation reports. Reconcile all monthly sub-servicer and servicer’s postings entered at the loan level. Monitor system capabilities to maximize efficiency. Set-up and review new system functions as new products are on board. Review and approve payoff letters, Satisfaction including but not limited to: Release of liens, UCC Cancellations, Refunds and Return of original collateral documents. Monitored Loss Mitigation and Foreclosure Department. Monitor daily delinquency reports and identify loss. Monthly reports to the CFO, CEO, President, and the Board Members disclosing gains and potential losses from my division.
Senior System Conversion Analyst and Lead Trainer 2003--2005
Fiserv Lending Software.
Education
Florida International University Attending PMBA Program
Florida International University B.A.—Business Administration
Florida International University B.A. - International Business
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Community Relations
First Time Home Buyers Classes—Sarasota, FL
Treasurer of the Latin Chambers Commerce- -Sarasota, FL
Director Easter Seal -Sarasota, FL
License
Certified Substitute Teacher Certificate # 326379
Notary
NLMS
Appraisal Trainee
Language
Fluent in Spanish
Some Italian
National Recognition
Executive Female
FIU Dean’s List
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