Loan Servicing Compliance Analyst I

ROY BLANCHARD

Houston, TX • 832-***-**** • **************@*****.***

LOAN SERVICING COMPLIANCE ANALYST I

MORTGAGE & REGULATORY COMPLIANCE ESCALATION MANAGEMENT RISK MITIGATION Customer-focused professional with hands-on experience executing all facets of mortgage loan operations within challenging work settings. Detail-oriented individual with expertise in gathering and validating clients’ information to check eligibility in accordance with set criteria. Adept at assisting borrowers/clients with complete loan and mortgage application process while offering expert advice and guidance for client retention. Able to understand and interpret complex financial documents and data.

Adept at cultivating lucrative relations with staff, customers, and vendors.

Skilled verbal and written communicator who processes loan mortgage requests with win-win scenarios.

Well-versed in assessing and documenting mortgage files to ensure accuracy and completeness.

Technical Proficiencies: Microsoft Office Suite MSP OnBase Carbon Copy Black Knight LPS

PROFESSIONAL EXPERIENCE

Default Escalations Specialist • Shellpoint Mortgage Servicing, Remote • 2020 – Present Address and mitigate concerns related to payment/transaction summaries, escrow analyses, insurance papers, loan origination documents, tax lines, loss mitigation documents, and other associated processes by evaluating loan information. Reach out to customers through email and telephone to proceed with customer requests. Develop better understanding related to entire workflow, milestones, and customer communication requirements by studying and closely reviewing each case.

• Selected for integral special project during current employer’s merger.

• Assured approval of requests in coordination with applicable business units and in compliance with SLA standards.

• Monitored and tracked customer complaints details and measures adopted for resolution by maintaining database up-to-date.

• Uncovered and adopted best course of action for request processing in accordance with established guidelines.

• Ensured integration of all customer support calls with system and accurate documentation of activities.

• Communicated with top management in case of process discrepancy to troubleshoot any issue preventing process completion.

• Strategized solutions and devised communication plans on escalated problems as customer request expert.

• Interacted with other department leaders orally and in written form on various servicing documents, such as document discrepancies, service quality, and consistency as compared to mortgage notes.

• Showcased excellent performance by consistently meeting daily and monthly client/investor goals. Administrative Assistant • K&K Living Center, Houston, TX • 2016 – 2020 Performed administrative tasks, such as handling multi-line phone systems and replying to inquiries as per patient requirements, scheduling, supply orders, and staff communications. Cross-checked all new recruits’ backgrounds by conducting reference checks, as well as employment and e-verifications. Prepared monthly schedules, gathered information, and organized orientation for new hires.

• Documented all allocated tasks/orders to staff on-call duties and on rotating schedules as assigned by seniors.

• Drafted and edited correspondence, presentations, and meeting minutes for executive-level management.

• Managed, responded to, and resolved escalated issues in prompt and professional manner. Customer Service/Collections Agent • Stewart Lender Services, Houston, TX • 2010 – 2015 Proposed and discussed loss mitigation solutions, which resulted in loss reduction for company. Provided impeccable assistance and strategic direction to peers and colleagues. Answered borrower inquiries and concerns on mortgage process.

• Prioritized and solved customer support issues by effectively and accurately managing escalated files.

• Contributed to department's growth by gaining insights regarding key metrics used to define success that positively impact organization’s success.

• Improved customer service by supervising inbound calls on several mortgage products with <60 days past due date.

• Enhanced processes and procedures while optimizing effectiveness by employing best practices to develop and reinforce skills. EDUCATION

Business Management • Houston Community College, Houston, TX AWARDS & RECOGNITION

Top Performer in Department in 4th Month • Shellpoint Mortgage Servicing (2020) CORE COMPETENCIES

• Loan Policies & Procedures

• Documentation & Reporting

• Relationship Building

• Stakeholder Engagement

• Loan Application Process

• Mortgage Loan Operations

• Data Collection & Evaluation

• Cross-Functional Collaboration

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