Customer Service Loss Mitigation
Resume:
Dawn Holcomb
Queen Creek, AZ 85142
*******@*******.***
Highly qualified and accomplished mortgage professional, with strong organizational and customer service skills. Extensive experience in all phases of Mortgage Life Cycle: Loan Servicing, Processing, Originations, Escrow/Closing, Loss Mitigation, Bankruptcy, Underwriting, Liquidation, Collections, and Dispute resolution. High-Net Worth Client Mortgage Servicing. Familiarity with SaaS Salesforce Technology. Highly successful in managing high-net-worth clients and the internal team to meet and exceed production goals to ensure client satisfaction. Ability to communicate goals, set expectations while ensuring positive customer experience and building lasting customer relationships. Focusing on providing Best-In-Class service.
• Team Player/Strong Leadership Skills
• Call Center Management
• Excellent Customer Service
• Conflict/Dispute Resolution
• Extensive Knowledge of Loan Servicing Life Cycle
• MS Office, Salesforce (saaS)
• Strong written/oral communication
• AZ Life, Health and Accident Licensed Insurance Agent
• NMLS Licensed
Work Experience
Assistant Vice President Relationship Manager
MORGAN STANLEY PRIVATE BANK, N.A.
Tempe, AZ REMOTE Hybrid
April 2020 To November 2024
• Manage Home Loan Cycle for Morgan Stanley Private Clients, Financial Advisors and Private Bankers
• Single Point of Contact (SPOC) for High-Net-Worth Clients, their Private Banker and their Financial Advisor for the Home Loan Process.
• Review and process all mortgage loan files prior to submission to underwriting and ensure application is fully completed and documentation is sufficient for underwriting to make a loan decision
• Manage the client process and relationship from Intent-to-Proceed to Escrow & Closing
• Support Morgan Stanley Financial Advisors and Private Bankers clients through the origination process
• Remotely develop and maintain Client, Financial Advisor and Private Banker relationships to ensure world class service
• Work directly with clients and internal teams to ensure loan files are prepared for Underwriting review.
• Manage loan timelines to ensure client satisfaction and success High-Net-Worth Account Manager for Goldman Sachs
LOANCARE
Chandler, AZ REMOTE
December 2018 to April 2020
• Client Manager and Direct Single Point of Contact (SPOC) for Goldman Sachs Bank
• Mortgage Servicing Manager E-Specialist (exempt)
• Create Policy and Procedures for the High-Net-Worth Department
• Direct contact for Goldman Sachs Bank Global Wealth Advisors & Clients
• Manage, Process and Monitor all GSB Mortgage Requests
• Create and test, tracking and metrics reports
• Monitor and Manage SLA timelines for GSB requests to other departments
• Prepare Loss Mitigation SPOC Power Point Training Guide Loss Mitigation Team Lead SPOC
LOANCARE
Chandler, AZ
December 2017 to November 2018
• Team Lead for Single Point of Contact Loss Mitigation Reps
• Lead and direct all SPOC on their daily assignments
• Assign special call projects to SPOC's
• Handle customer call escalations to ensure great customer experience
• Monitor call flow and availability of all SPOC with metrics reports
• Daily procedure updates and coaching
• Prepare On-Boarding training material for all new team SPOC
• Direct SPOC on Loss Mitigation process and document perfection for Underwriting submittal
• Monitor recorded SPOC calls for coaching and improvement
• Update Department Policies and Procedures as needed Senior Relationship Manager SPOC
JP MORGAN CHASE BANK
Phoenix, AZ
July 2016 to September 2017
• Single Point of Contact to manage bankruptcy mortgage customer accounts through the entire Loss Mitigation Process
• Consistent Top Team Performer & Top Customer rating Underwriter Default I
JP MORGAN CHASE BANK
Phoenix, AZ
January 2016 to July 2016
• Review and Underwrite Mortgage Default 1st Liens for Modification and Loss Mitigation Options
• Government Loans - FHA, VA, USDA/RHS
• Familiar with all Chase Mortgage Systems: Loss Mitigation, Underwriting Systems, Investor programs
Liquidation Team Lead Customer Assistance Specialist JP MORGAN CHASE BANK
Phoenix, AZ
June 2015 to December 2015
• Selected as Team Lead to start a new Mortgage Liquidation Department for Bankruptcy accounts.
• Request income documents per investor special requirements for Liquidation Review to avoid Foreclosure
• Proof and prepare customer documents for Underwriting submission and Liquidation Approval
• Single Point of Contact to manage customers account thru the entire Loss Mitigation Process
• Conducted classroom training and assisted in daily processes & weekly policy updates
• Specialist in Liquidation Loss Mitigation for all investors: FHA, VA, USDA, FNMA Bankruptcy Customer Assistance Specialist
JP MORGAN CHASE BANK
Phoenix, AZ
January 2013 to May 2015
• Selected to start pilot program and new Active/Inactive Bankruptcy Mortgage Loss Mitigation Department.
• Review income documents per investor special requirements to recommend Loss Mitigation solutions
• Single Point of Contact to manage customers account thru the entire Loss Mitigation Process
• Proof and prepare documents per investor & Bankruptcy Laws for Underwriting submission
• Specialist in Active and Inactive Bankruptcy Loss Mitigation for all investors
• Skilled with HAMP, CHAMP, Forbearance, DIL, Short Sale, and Reinstatement and Repayment Plans
Customer Assistance Specialist SPOC
JP MORGAN CHASE BANK
Phoenix, AZ
January 2012 to December 2012
• Single Point of Contact to assist Mortgage customers through the entire Loss Mitigation Process.
• Request income documents per investor special requirements to recommend Loss Mitigation solutions
• Proof and prepare documents for Underwriting submission
• Managed Asset and Private Investor Loans
• Skilled with HAMP, CHAMP, Forbearance, DIL, Short Sale, and Reinstatement and Repayment Plans
Collector II Ownership
JP MORGAN CHASE BANK
Tempe, AZ
May 2011 to December 2012
• Take verbal customer financial statements & negotiate payments, repayment plans or extensions for mortgage accounts.
• Determine appropriate solutions for customers (modification, repayment, forbearance, extension, short sale, etc.).
• Inactive Bankruptcy 1st Lien Collections for 30 and 60 DPD accounts
Contact this candidate