Customer Service Real Estate

Beruyah (Bea) Silas

Jacksonville, FL ***** 904-***-**** ********@*****.***

Profile

Experienced financial services professional with a strong background in mortgage originations, default services, and loan processing. Adept at building rapport, networking, and applying analytical thinking to solve complex problems. Proven ability to manage caseloads, ensure compliance with federal financial regulations, and perform risk assessments. Skilled in customer service, with a focus on delivering accurate and complete finncial evaluations. Holds a Bachelor of Science in Finance and multiple certifications in real estate, insurance, and notary services.

Experience

Business Control Specialist – (Remote)

TEKSYSTEMS (Bank of America) May 2022-September 2023

•Analyzing the organization's operational processes and management control plans by evaluating company documents.

•Monitors application development activities and participates in reviews of requirements.

•Support operational leadership in commercial loan department to prevent defects.

•System Data

•Ensuring that the procedures comply with state policies and law regulations.

•Conduct quality checks and review project management guidelines to develop strategies on maximizing efficiency and minimizing financial loss.

•Meticulousness of modifications to production environment.

•Collect data and interpret to alleviate the risk for the Bank.

•Identifying and eliminating any mistakes, protocols, and business opportunities that would profit the business in code before it is released to clients.

•Communicate effectively with other departments.

Loan Specialist (Remote)

SBA (Federal Contractor) August 2020 – December 2021

Worked in several departments as a Loan Originator, Underwriter, Loan Processor, Quality Analyst and Case Worker.

Provided various levels of support to Post Compliance.

Created recovery plans for clients.

Managed a caseload of clients while administering policies and procedures.

Understood different types of insurance, including commercial, homeowners, and liability.

Collected and analyzed financial information such as bank statements and taxes.

Evaluated creditworthiness, credit history, loan documents, and eligibility for obtaining loans.

Reviewed and verified data on loan applications.

Calculated debt-to-income ratios.

Demonstrated decision-making and critical thinking skills.

Interviewed clients and guided them through the loan process.

Ensured loan applications complied with federal financial rules.

Evaluated the accuracy and completeness of loan applications.

Performed risk assessments on potential loan recipients based on credit ratings, history, and other specific risk factors.

Recorded reasons for loan denial and approval, including specific bases for declining applications.

Notary/Signing Agent

Independent Contractor April 2017 – March 2020

Acted as an impartial witness during the signing process of important documents, such as closing documents.

Appointed by the state government to be present during the signing of important documents, ensuring no pressure was applied to sign.

Ensured awareness and willingness of signers to prevent fraud.

Verified identification to prevent fraud and ensured the validity of closing documents for various types of mortgages.

Maintained knowledge of closing documents and procedures for each type of mortgage.

Provided a secure and compliant signing process, adhering to state and federal regulations.

Closer II

CONTEMPORARY SERVICES (PNC MORTGAGE) April 2016 – December 2016

Analyzed federal and state compliance documents, policies, and procedures, including re-calculating Truth-in-Lending statements.

Verified High-Cost Loan Analysis, Loan-to-Value (LTV) ratios, vesting, final figures on Closing Disclosures (CD), and trust documents.

Wired funds and corrected information entered in the system with supporting/matching documentation to mitigate security gaps.

Ensured compliance with Fannie Mae, Freddie Mac, FHA, and VA guidelines, as well as federal regulations from loan officer to post-closing.

Communicated findings to management to ensure timely correction of errors.

Closer II

DIGITAL RISK (US BANK) July 2015 – January 2016

Verified documents to ensure compliance with quality control guidelines set by FNMA, FHLMC, HUD, VA, and Rural Housing.

Re-verified credit documents and reviewed underwriting decisions and supporting documentation.

Reviewed all closing documents, including re-calculating the Final Truth-in-Lending Statement.

Conducted desk reviews of all appraisals to ensure accuracy and compliance.

Participated in making recommendations for implementation and supported the department in resolving issues.

Delivered key contributions toward improving products during the development stage with TRID

Bankruptcy Analyst

AXELON (BANK OF AMERICA) April 2013 – May 2014

Ensured bankruptcy procedures were processed in compliance with all state and federal laws, as well as investor, insurer, agency, and company guidelines.

Conducted complete reviews of bankruptcy files to ensure all default time frames were met.

Requested and reviewed updated documentation from investors, insurers, and agencies to ensure compliance.

Managed bankruptcy proceedings on assigned cases by interacting with and instructing various parties, including attorneys, investors, insurers, trustees, and appraisers.

Monitored attorneys’ performances by reviewing all forms and documentation.

Audited bankruptcy accounts for payment compliance and ensured proper application to the system of record.

Loss Mitigation Underwriter

HOMEWARD RESIDENTIAL November 2010 – April 2013

Assessed customers’ business plans and borrowing needs to determine their ability to repay debt.

Analyze applications: Evaluate income, expenses, and debt-to-income ratios

Determine eligibility: Decide if a homeowner qualifies for a loss mitigation option

Create workout plans: Recommend repayment plans, forbearance plans, and other options

Document decisions: Create and update records for each case

Communicate with clients: Report information to clients, investors, and insurers

Follow guidelines: Ensure compliance with company, investor, and government regulations

Update systems: Maintain compliance with investor and company guidelines

Educate homeowners: Explain loan modification programs and other options

Established terms for extending credit to qualified customers, including interest rates, repayment methods, and collateral requirements.

Implemented strategies to assist customers who were 60+ days past due, utilizing various scenarios to avoid foreclosure.

Served as a subject matter expert for default loans, providing guidance and support.

Reviewed all investor loss mitigation programs, including HAMP, HAFA, GSE proprietary modifications, short sales, and deed-in-lieu, to ensure compliance with specific procedures and documentation requirements.

Sr. Operations Specialist

JPM CHASE & CO. October 2009 – November 2010

Ensured legal documents were sent to borrowers in foreclosure.

Accessed daily deficiency reports and managed reports of “Not Yet Referred” loans and the “Timeliness of Defaulted loans” for all Chase entities.

Monitored the quality performance of an offshore vendor and responded to their inquiries as received.

Demonstrated knowledge of the loan service industry, including investor, insurer, regulatory, and state servicing requirements.

Recommended remedies available for specific loan types and real estate fundamentals.

Senior Collector

CITIGROUP Septmeber 2005 – September 2009

Educated customers on the consequences of collections events and negotiated resolutions to prevent reoccurring delinquency.

Explained credit line increase and decrease statuses to customers.

Set up payment arrangement programs or best resolutions to help card members prevent debt.

Maintained high score quotas while consistently coaching new associates.

Negotiated with customers to resolve delinquency and prevent future occurrences.

Education

Bachelor of Science in Finance Minor in Accounting

Florida State College at Jacksonville, Jacksonville, FL Current

Associates in Arts – Liberal Arts

Florida State College at Jacksonville, Jacksonville, FL 2018

Certifications

Python

Florida State College at Jacksonville, Jacksonville, Fl 2024

Low Voltage Security Certification Florida State College at Jacksonville, Jacksonville, Fl 2024

Forklift

Florida State College at Jacksonville,

Jacksonville, Fl 2023

NCCER Construction

Introduction to Construction

Introductory Craft Skills

Florida State College at Jacksonville, Jacksonville, FL 2021

Real Estate Sales Agent

Watson School of Real State, Jacksonville, FL 2020

TWIC Card

The Transportation Security Administration (TSA) and the U.S. Coast Guard

Insurance Claims Adjuster

Florida State College at Jacksonville, Jacksonville, FL 2019

U.S. EPA Environmental Workforce Development & Job Training Program

Marine Oil Spill Supervisor Training

24 Hour Hazmat Emergency Response Technician Certification

Asbestos Awareness Certification

Environmental Sampling & Analysis Certification

15-Hour Disaster Site Worker Training Course #7600 Certification

Lead Awareness Certification

30-Hour Construction Safety and Health Certification

Integrated Pest Management Certification

Maritime: 10-Hour Longshoring Certification

30-Hour General Industry Outreach Training Course Certification

Maritime: 10-Hour Marine Terminals Certification

Environmental Math & Chemical Safety Certification

Confined Space Entry Certification

OSHA Laboratory Standards Certification

Environmental Justice Certification

Mold Awareness Certification

Business Analyst and Testing

OSHA 40 Hour HAZWOPER Certification

OSHA Blood Bourne Pathogens Certification

First Aid Certification

Certified Supply Chain Professional Certification

Certified Purchasing Manager Certification

FEMA IS-00244.b Developing and Managing Volunteers Certification

FEMA Is-00005.a An Introduction to Hazordous Materials Certification

FEMA Introduction to Incident Command System, ICS-100 Certification

FEMA Decision Making and Problem Solving Certification

FEMA ICS for Single Resource and Initial Action Incident, ICS-200 Certification

FEMA IS-00702.a NIMS Public Information Systems Certification

FEMA IS-00800.c National Response Framework, An Introduction Certification

EPA Construction General Permit Inspector Training Certification

Florida State College at Jacksonville, Jacksonville, FL 2019

License of Notary Service

Florida Notary Service, Orlando, FL 2017

Professional Affiliations

Fellow – National Notary Association 2017-Current

Fellow – River City Toastmaster International, Jacksonville 2019-Current

Skills & Abilities

Financial Analysis & Loan Processing

oEvaluated creditworthiness, credit history, and loan documents.

oCalculated debt-to-income ratios and performed risk assessments.

oReviewed and verified data on loan applications for accuracy and completeness.

Customer Service & Client Management

oManaged a caseload of clients, providing guidance through the loan process.

oBuilt rapport and networked effectively with clients and stakeholders.

oEducated customers on financial products and services.

Compliance & Regulatory Knowledge

oEnsured compliance with federal financial rules and regulations.

oAnalyzed federal and state compliance documents, policies, and procedures.

oConducted complete reviews of bankruptcy files and managed proceedings.

Problem Solving & Decision Making

oDemonstrated critical thinking and decision-making skills.

oCreated recovery plans and implemented strategies to assist clients.

oDeveloped solutions to prevent foreclosure and resolve delinquency.

Technical & Analytical Skills

oCollected and analyzed financial information, including bank statements and taxes.

oVerified documents for quality control and compliance with guidelines.

oParticipated in product development and improvement initiatives.

Communication & Documentation

oInterviewed clients and documented loan denial and approval reasons.

oActed as a notary/signing agent, ensuring the validity of important documents.

oMonitored and audited accounts for compliance and accuracy.

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