Customer Service Loss Mitigation
Resume:
Brittany Tharps
Coppell, TX *****
************@*****.***
Authorized to work in the US for any employer
Work Experience
Account Resolution Specialist III
Newrez-Coppell, TX
April 2024 to April 2025
Responsible for managing a pipeline of 150 to 300 loans. Customer facing role where we educated borrowers of loss mitigation options to resolve account. Work closely with originations and foreclosure team skills in full loan process.
Loss Mitigation Specialist
BSI Financial Services-Irving, TX
February 2022 to April 2024
I reviewed past due debts, to reduce the financial losses for the mortgage holder and the lender. Performed collateral evaluations and written analyses of equity position to recommend foreclosure, repossession, legal action. All while remaining in Tila/Respa compliance Direct loan processor II
loanDepot-Dallas, TX
October 2020 to February 2022
Responsible for acting as the primary liaison between Sales, Title, Escrow Funding, and Borrowers. Evaluates credit, income, and title reports; manages a pipeline of loans; and collects stipulations through final approval and reviewing documents. Helped with servicing of borrowers accounts while in the interim servicing center, and during the refinance process. Collected payments, handled escrow accounts and delinquencies, updated and modified account information. Assisted in the refinance process of home buyers by verifying and reviewing applications for potential borrowers. Worked closely with underwriting and customers to ensure accuracy and efficiency of loan processing. Made sure loan were in compliance with TILA/TRID rules.
Foreclosure Analyst
Real Time Resolutions
April 2019 to October 2020
Responsible for equity analysis of delinquent properties and determined if foreclosure is fiscally appropriate for the company. Responsible for overall communication with clients and attorneys during foreclosure proceedings, or while working out loss mitigation options. Provided excellent customer service and developed a professional working relationship with lawyers, associates and other invested companies to effectively meet company and client objectives.
• Developed and communicated the client's options into an action plan specific for each situation that benefits both the client and the customer.
• Leverage and engage the necessary resources to execute the action plan.
• Actively engaged at all levels in order to identify issues that could impact execution, and proactively recommend solutions to close gaps &/or capitalize on opportunities.
• Schedules and executes assignments to meet objectives
• expert in TILA, RESPA, & REG Z
Systems and interfaces included: Microsoft Office products, Excel, ILS Quality Assurance Analyst
24/7.ai
August 2017 to February 2019
24]7.ai
Reviewed and created methods and process' to help efficiently handle customers inquiries. As a top 25% performer for 9 consecutive months, I provided personalized solutions to customers, solving equipment, billing, and technical issues. Helped in coming agents, get stats at, or above goals. Graded agents' cases for quality review ensuring that proper steps and protocols are being followed. Helped maintain code quality, organization, and automation Skills using QC tools. Ensure the best possible performance, quality, and responsiveness of all applications.
Teacher
Dallas ISD-Dallas, TX
August 2015 to June 2017
Designed coaching sessions for students that are tier 3 learners to get them to grade level. Help guide and educate students in an all-inclusive classroom setting using differentiated instruction. Coach of the cheerleading team. Assisted in test planning strategies.
• Dunbar elementary
• Seagoville Middle School
Training Coordinator, Customer Contact Center
UnitedHealth Group-Dallas, TX
November 2014 to May 2015
Designed coaching sessions for customer service representatives on products, ordering/quoting processes, and systems. Developed documentation to support internal/external customer service roles. Consult with working partners on system enhancements and process improvement projects. Oversee training requirements and provide new hire orientations.
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
• Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
• Assist customers in navigating uhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
Systems and interfaces included: Oracle and Iris
Customer Service Representative, Claims
Travelers Insurance Richardson, TX-Richardson, TX
March 2013 to November 2014
Captures first notice of claim loss information from customers via multiple channels accurately and efficiently by utilizing the claim multi-line system. Assesses a variety of customer situations to ensure appropriate and comprehensive documentation of information following the guidelines of multiple workflows under the corresponding line of business.
• Deliver consistent service quality throughout the claim life cycle, including but not limited to prompt contact, explaining the process, setting expectations, ongoing communication, and follow-through meeting commitments to achieve optimal outcome on every file.
• Review and analyze coverage and applying policy conditions, provisions, exclusions and endorsements, and how jurisdictional issues impact the claim.
• Promptly notifies Team Leader and/or Unit Manager of any outstanding or unusual issues concerning external or internal parties and systems. Provides support to business leaders and the enterprise as business needs arise.
Systems and interfaces included: Microsoft Word, Excel, email, Web-enabled applications, and database software
Education
Mass Communications (Masters of Arts in Mass Communications) Grambling State University-Grambling, LA
2012
High school diploma or GED
Skills
• MPLS
• BGP
• Anti-Money Laundering (AML) compliance (compliance procedures implemented)
• Microsoft Access
• Microsoft Word
• Accounting
• Microsoft Office
• Computer skills
• Escrow
• Collections agent experience (7 years)
• Outside sales
• Microsoft Excel
• database
• Vendor management
• Training & development
• Managing banking or lending client portfolios - Largest banking or lending client portfolio managed
(More than 100 clients)
• Mortgage services
• Loan processing
• Mortgages
• Project coordination
• Regulatory reporting
• P&L Management
• Fair Housing regulations
• Project management software
• Refinancing (loan modification)
• Cash management
• Regulatory compliance management
• Federal Housing Administration (FHA) loans
• HIPAA
• VPN
• Unity
• Microsoft Powerpoint
• Loan documentation
• Productivity software
• B2B sales
• Project management
• Customer communication
• Revenue cycle management
• Computer networking
• Supervising experience
• Management
• Retail sales
• Leadership
• Title processing
• Accounting software (8 years)
• SAP
• Oracle
• TCP
• SQL
• Mortgage lending
• Regulatory compliance
• training
• Commercial loans (10+ years)
• Excel
• Data Entry
• Sales
• Microsoft Outlook
• Phone etiquette
• Customer support
• Receptionist
• Typing
• Term extension (loan modification)
• Windows
• Veterans Affairs (VA) loans
• Financial software
• Debt collection (10+ years)
• Wealth management
• User acceptance testing
• Microsoft Project
• Proofreading
• Risk management
• Bankruptcy law experience
• GD&T
• Time management
• Communication skills
• Negotiation
• Document management
• Organizational skills
• Account management
• Mortgage industry
• Banking risk management
• Coordination (loan closing) (10+ years)
• Credit analysis
• Business development
• LAN
• TCP/IP
• EDI
• AI
• Underwriting
• Bank customer service representative experience
• Quality assurance
• Filing
• Loan closing techniques (10+ years)
• Customer service
• Loan servicing
• Analysis skills
• Equity Research
• Post-closing quality control (loan processing)
• Post-loan customer support
• Contracts
• Non-technical user support
• Compliance with loan regulations
• Cold calling
• Content development
• Banking - Banking experience (6-10 years) (10+ years)
• Lending
• MS Office
Certifications and Licenses
Driver's License
July 2020 to January 2029
Insurance Producer License
Life & Health Insurance License
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