Customer Service Real Estate

Albany S. Robertson

Qualifications Profile

******.*****@*****.*** • 512-***-****

linkedin.com/in/albany-robertson-9b24887a/ • Austin, TX 78660 Results-driven professional with extensive experience in loss mitigation and mortgage processing. Track record in managing and streamlining real estate operations, enhancing document accuracy, and improving customer service. Expert in evaluating financial documents, overseeing complex foreclosure processes, and maintaining compliance with federal and state regulations. Demonstrated ability to increase productivity, boost revenue, and deliver high-quality results through effective team management and innovative problem-solving. Adept at analyzing market trends, negotiating contracts, and ensuring thorough documentation in high-stakes environments. Full understanding of FDCPA, ECOA, FHA, SCRA, GSE, NON GSE and government and state filing requirements. Committed to leveraging analytical skills and industry knowledge to drive organizational success and strategic decision-making.

Areas of Expertise

● Real Estate Analysis

● Loss Mitigation

● Mortgage Processing

● Foreclosure Management

● Document Accuracy

● Financial Evaluation

● Compliance & Regulations

● Customer Service

● Team Leadership &

Coaching

● Default Management

● Portfolio Management

● Contract Negotiations

Professional Experience

Vell Trucking Inc., Austin, TX 2021 – Present

Executive Assistant

Inaugurated a 1.2 Million portfolio in collaboration with CEO and executives to identify company’s goals and plan of action. Successfully navigated complex deliveries, ensuring full organizational compliance with relevant laws and DOT regulations. Overseeing day-to-day operations ensuring effective implementation of business plans and objectives.

● Implemented a high performing team of six drivers fostering a team environment of collaboration and accountability

● Enhanced delivery turnaround by 25% with 99% on time delivery rate through strategic route planning

● Dominated paying taxes, maintaining financial records, and managing bookkeeping records with 90% accuracy Nationstar Mortgage, Lewisville, TX 2007 – 2021

Sr. Document Execution Associate, 2020 – 2021

Cultivated close and impactful relationships with team members, clients, business partners, and stakeholders to achieve productive outcomes. Enhanced document accuracy and reduced delinquency rates by revising training materials. Adhered to established policies and procedures to maintain efficient operations. Coordinated with various departments to streamline processes, promoting collaborative work environments. Identified and implemented improvements to training programs, boosting overall performance. Leveraged strong communication skills to address and resolve issues promptly. Delivered high-quality results, contributing to organization's success.

● Increased new hire productivity by training and developing five to ten employees to maximize potential.

● Reduced document processing time to under three days by streamlining business operations during delinquency periods.

● Decreased inventory by 10% through developing and maintaining efficient paper and electronic filing systems.

● Slashed delinquency rates by 25% by addressing complex payment and billing issues through thorough research.

● Achieved 96.5% accuracy rate from 2017 to 2020 by negotiating and settling contracts to resolve complex issues. Sr. Customer Service Associate, 2018 – 2020

Addressed client issues promptly by conducting thorough research and follow-ups, leading to high customer satisfaction and retention. Safeguarded customer mortgage assets by adhering to operational, legal, and corporate procedures. Enhanced customer service by resolving service outages to meet the needs of all parties involved. Performed complex loan-related calculations, including payment processing, reimbursements, late fee waivers, mortgage payoffs, and recast loans, emphasizing accuracy in all financial transactions. Collaborated with team members to streamline processes and improve overall efficiency.

● Answered and managed 100+ calls daily, significantly boosting service efficiency.

● Provided management with informed recommendations by staying updated on industry trends, aiding in decision-making. Page 1 2

● Earned top performer recognition for first call resolution in 2020 through exceptional work performance.

● Enhanced quality control measures in 2020, assuring maximum consistency and reliability.

● Acknowledged for attaining 100% positive client feedback in customer satisfaction surveys.

● Increased additional revenue by 2.26% per hour through effective cross-selling and up-selling techniques. Loan Processing Associate, 2014 – 2018

Evaluated loan documents, including income, credit, appraisal, and title, to assess financial capability of individuals while strictly complying with federal and state regulations. Acquired information from borrowers and clarified loan documents by collaborating with mortgage professionals. Reported discrepancies to processing manager for further insights and actions. Documented data to determine status of in-process loans and forwarded applications to underwriting for approval. Communicated loan approval and denial to applicants via mail. Supported team members in the settlement process by submitting approved mortgage loan files to closing.

● Completed 50 written verifications of employment monthly, leveraging experience to deliver timely and accurate results.

● Conducted 30 verbal verifications of employment each month, ensuring all specific details were thoroughly checked.

● Finalized 400 hazard insurance and 25 master insurance policies monthly, maintaining comprehensive coverage for clients.

● Managed and protected non-public information (NPI) about borrowers, maintaining confidentiality throughout the process.

Sr. Foreclosure Associate, 2012 – 2014

Interacted with attorneys and foreclosure courts to complete all legal documents accurately and promptly. Managed and documented loss mitigation activities in compliance with the Home Affordable Modification Program (HAMP) by analyzing foreclosure loans. Coordinated with legal professionals to address and resolve complex foreclosure issues. Facilitated communication between various stakeholders to expedite the foreclosure process. Upheld strict adherence to federal and state regulations throughout all procedures. Reviewed and processed foreclosure documents to maintain precise and thorough records.

● Boosted accuracy rates and reduced turnaround times for received documents, driving operational improvements.

● Compiled precise foreclosure sale bids and judgment figures, aiding attorneys in informed decision-making.

● Fostered strong relationships with internal and external customers, contributing to overall business success. REO Manager, 2007 – 2011

Scheduled and assigned tasks to staff members, facilitating efficient operations. Stabilized business functions by analyzing service deficiencies and executing best practices. Oversaw review of appraisals and broker price opinions to maintain accurate property valuations. Developed and updated operational procedures to enhance team performance and productivity. Engaged with team members to highlight and diffuse issues promptly.

● Raised productivity and hit organizational goals by recruiting and mentoring 75 professionals and real estate agents.

● Streamlined daily workflow by collaborating with team leads and addressing issues through defined processes.

● Innovated audit system for 20K users, exceeding assigned functions and enhancing oversight.

● Increased monthly revenue by $20K+ through selling real estate-owned properties and negotiating contracts.

● Secured favorable sales contracts by negotiating advantageous terms for clients.

● Managed real estate-owned portfolio of 100+ properties, successfully meeting the company's financial targets. Education

Master of Business Administration with Major in Human Resources – DeVry Keller Graduate School Irving, TX - 2019 Bachelor of Science in Business Marketing – University of North Texas Denton, TX - 2006 Organizations

ToastMasters International Competent Communicator, 2019, Habitat For Humanity, Salvation Army Technical Proficiencies

MS Office Suite LPS Black Knight AS400 LSAMS Serengeti Legal Database Software Nextgen Advanced MD Remedy FileNet Fortracs Lenstar Encompass IAssist Verint Meditech Lexis PDF Google Suite QuickBooks Google Suite Page 2 2

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