Customer Service Specialist Ii
Resume:
Tischina Brooks
Audit * Customer Service * Mortgage
Grand Prairie, TX 75054
****************@*****.***
Experience
Selene Finance
Bankruptcy Specialist II 10/2024 to current
• Review court docket and case information via electronic case monitoring to promptly determine when attorney action is required and refer to local counsel as necessary
• Payment Delinquency tracking
• Respond to routing inquiries from clients, attorneys, vendors, and internal departments regarding files assigned
• Review, analyze, and take appropriate action on all emails relevant to client and assigned files
• Respond to court notifications and inquiries received from clients, and debtor’s attorneys
• Close files appropriately and timely
• Perform other duties as assigned
• Review NDC and Trustee websites to determine status of Claims
• Review Plans to determine treatment
• Request write off waivers and for trustee payments and missing checks
• Performed bankruptcy discharges/logouts from MSP bankruptcy station
• Provide, request and review prior servicer history to identify any date(s) of delinquency National Bankruptcy Service
Foreclosure Specialist 8/2023-10/2024
> Monitors and resolves foreclosure matters with vendors to complete foreclosure in a timely manner.
> Review documents related to the sale of a foreclosed property, including liens, inspection reports, appraisals and insurance policies.
> Knowledge of banking industry rules and regulations, and government regulations regarding foreclosures
> Strong problem solver with a calm, positive attitude.
> Reviewed tasks daily to ensure they are completed with company timelines
> Completed, monitored progress and insured deadlines were met for invoice approval, foreclosure referrals, foreclosure breach letters and collection letters.
>Established, maintained and updated file database, records and/or other documents.
>Forwarded complete files to appropriate department to ensure correct and timely handling of the file.
Workway Staffing (Titan Bank)
Loan Documentation Specialist 8/2022- 6/2023
Reviewed commercial and residential loan portfolio to ensure adherence to lending regulations, lending compliance, and the bank's credit policy.
Ensure compliance with regulatory issues including but not limited to TRID, RESPA, FDPA, HMDA, HPML, and Regulation B.
Scan loan documents into imaging system Jack Henry (Silverlake).
Run report and pull paid in full loan files from file room for Loan Operations Team, residential and commercial.
Uses knowledge of type of loan/collateral required to determine which documents to prepare.
Complete reviews independently for complex, multiple collateral and difficult real estate loans of large dollar amounts.
Ensures loan documents are accurate and signed accordingly, funding, and underwriting conditions are cleared prior to funding for residential and commercial loan-
Scanned and electronically archived company loan documents using EQMS systems. Like CAPA management
First Guaranty Mortgage Corp Plano, TX
Senior Mortgage Loan Funder 12/2020- 8/2022
Good verbal and written communication skills.
Great problem solving and critical thinking skills. Follow up with the title companies for the closing packages.
Possess basic mortgage document knowledge to review accuracy and completeness of executed mortgage.
Problem solves and act as the liaison for errors on collateral documents or CD prior to funding with settlement agent. Communicate with the LO, processor, closer and the title company for documents needed prior to funding.
Ability to perform well in a fast paced, deadline-oriented environment.
Ability to prioritize. Knowledge of residential real estate loan products and related processing and underwriting procedures and requirements.
Understands lending documentation, internal loan processes and governmental regulations. Rushmore Loan Management Services LLC Farmers Branch, TX Special Loans Auditor 7/2017 – 8/2020
Work closely with on boarding to audit various exception reports for Special Loans functions Complete tasks through completion for year-end processing readiness.
Used Black Knight MSP servicing platform to board and analyze prior service r's loan data to our system. Completed tasks for loan modification booking and loan recasts.
Review escrow statements, billing statements and prior servicer payment history Review/Audit of ARM Loans with upcoming change calculations.
Update Daily, Weekly and Monthly Arm changes. Identifying and deciphering prior servicer ARM data and Arm plans in comparison to ours Utilize MSP to pull passport data for service release.
Audit and correct newly acquired Arm loans through monthly Acquisitions Accurately updates modification information in the system.
Update Service Release checklists and management reports Schedule, update and pull system generated reports.
Utilize secured site for transmission of loan data.
Reviewed batches of data transmission for accuracy and completeness during QA checks
Initiated events(CAPA’s, change controls and complaints) in the EQMS and routes appropriately
Newbold Advisors Fort Worth, TX
Bankruptcy Specialist/QA Analyst/ Special Auditor 2/2014 – 6/2017
Reviewing PCNs to make sure payment changes were filed with the court and filed on time.
Making sure payments made were timely and posted to the correct account number Finished courses in Global Financial Crimes and Compliance Policies.
Review delinquent loans for foreclosure process and bankruptcy process. Reviewing proof of claims {POC}, APOC forms and PPFNs. Used Black Knight MSP servicing platform to add and extract data to reconcile Bankruptcy ledgers.
Performed Adequacy reviews and scheduled QA testing to determine if the lender’s interest is fully covered.
Escalated issue to internal and external parties for any issues related to REO or from the foreclosure process.
Reviewed and prepared assessments of appraisal reports for loan applications and loan servicing Followed procedures with high degree of accuracy. Gather, analyze and deliver information in clear, concise and meaningful format.
Ensured effective tracking and quality reporting on the status of the remediation effort. Verified and documented that vital information was correctly entered into banking system, from originated and HELOC loans.
Process all ARM loan calculations and adjustments accurately. To load and verify all ARM indexes, margins, floors, caps and percentage points.
Performed all levels of quality control for ARM loan servicing accurately Research and complete mod tasks
Indecomm Global Service Remote
Mortgage Underwriter/Conditions Specialist 8/2011 – 8/2013
Underwrite/Reviewed/Modified Freddie Mac and GSE/NON GSE HAMP loans. Meticulously reviewed and verified credit, income, employment and identity documentation
Verified and entered all documented. HMDA information for LARS reporting.
Calculated all sources of income, benefit, waged and self-employment as needed Read all schedules of tax returns and profit and loss statements.
Conditioned for documentation needed prior to and at closing. Daily assessment of AMLand SWIFT reports for potential suspicious activity.
Reviews documents for accuracy, investor guidelines and requirements for their specific product code and verifies all loan approval conditions have been satisfied.
Coordinate loan closings/funding's with all parties involved in the transaction Assist the closing/escrow agents with any questions or problems that may arise.
Analyze GFE and all regulatory disclosures, HMDA, Fair Credit, and RESPA to ensure accuracy among all documentation to investor guidelines.
Knowledge of RESPA guidelines, mortgage disclosures, HUD's and GFE's (Good Faith Estimates) and of usage of Fraud Guard and Lexis Nexis to verify information.
Expertise in using government and non-government programs, compliance, and regulations. Direct Auto Insurance Memphis, TN
Insurance Provider 8/2006 – 2/2011
Ability to network and develop leads.
Used list of leads to establish contact and schedule appointments.
Customized insurance programs to suit individual customer needs.
Met with existing clients to perform annual reviews. Must conduct phone prospecting, face to face prospecting and the rough social media efforts.
Conduct sales presentation with the internet of selling an insurance product and ancillary products offered by insurance company.
Provide claim assistance by monitoring insurance claims and helping clients settle them. Acting as an intermediary between a customer and the insurance company.
Used analytical thinking skills to assess insurance policy risks and problem solving skills to appease angry or upset customers
Education
Southwest Community College 1988-1990
Property and Casualty Insurance License State of TN 5/2006 -5/2012 Skills and App Knowledge
Mac/FHA/VA/Conventional
HFI
Housing and Debt Ratios
HAMP/MHA Guidelines
TRID
Ms Office
Calyx Point
MSP
Stewart
Unipro
Share Point
Bankruptcy
eQMS
Short Sales
Fraud Guard
Lexis Nexus
Tax Return Analysis
Lenders Title Solutions
I have over 20 years in the mortgage and insurance industry and have worked in different postions. I feel I have a vast array of skills and knowledge and will be able to adhere to any position.
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