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0-5 years of experience
Manage approximately 35 complex accounts monthly assigned to handling final modification approvals and generating modification documents for loans in mediations, litigation, foreclosure and bankruptcy.
- Ensured individual loans comply with investor guidelines and achieved a significantly above target error rate of 4% for 2015 with a 1.5% error rate.
- Increased efficiency and effectiveness in delivering a quick turn time improving customer focus 4.1% above target by accurately generating modification documents.
- Trained and provided peer-to-peer support to 19 loan servicing specialists, providing on the job training for new hires and cross-training current staff on procedure updates pertaining to QC audits.
- Performed significantly above operational performance quality ranked in the top 3 amongst peers by conducting thorough research and resolving escalated inquiries as delegated by management.
0-5 years of experience
- Achieved Top Performer level, servicing an average of 30 applications per hour
- Appointed Subject Matter Expert by leadership
- Mentored new team members, provide training and share best practices
- Resolved loan documentation questions and issues and review documents for credit applications
- Reduced service level agreement managing workload in a timely fashion with high quality
0-5 years of experience
Responsible for responding to written and phone inquiries from customers, and related third parties (such as trustees and title companies)
- Responsible for loan boarding, maintaining loan database, and updating our system of record for loan modifications and assumptions
- Answer questions pertaining to all areas of loan servicing including payments, reserve accounts, taxes, insurance and analyze customer issues and recommending solutions.
- Knowledgeable about prepayments, payoffs, adjustable rate loans, credit reporting, and lien perfection
- Conducted periodic audit of files and compiled data for management reports
- Processed escrow disbursements analyzed and maintained proper escrow levels, and assisted with compiling data for audit requests
0-5 years of experience
- Proficiently identified, sorted, grouped, and indexed mortgage documents using image capture software to ensure completeness and compliance with firm’s and government regulations
- Consistently reached performance goals
- Demonstrated a strong commitment to deadlines; assisted with ad-hoc projects when needed
0-5 years of experience
- Ensured vendor compliance with Wells Fargo loan application process updates
- Actively listened to customer phone inquiries; provided support information and solutions
- Analyzed, researched and completed loan customer disclosure statements
- Interpreted policies while analyzing applicant’s property documentation
- Ordered all required verifications, documentation and subsequent follow-ups
- Focused on building strong customer relationships
0-5 years of experience
- Performed a variety of loan documentation duties on complex loan packages to ensure compliance with company policies and procedures for loan products
- Verified data, identified issues, researched solutions, and performed a variety of procedural tasks for moderately complex to complex functions around newly funded loans
- Exercised judgment within guidelines
- Worked under general supervision following established procedures
- Utilized multiple online systems and workflows
- Took accountability for entire process from receipt of work to resolution and closure of task. Communicated information among various internal operational units and external customers
0-5 years of experience
- Answered questions about payment research, loan modifications and adjustable rate mortgages.
- Conducted research and analysis of loan issues and provided solutions.
- Communicated concerning loan rejections and settlement of loan modifications.
- Responded to internal and external inquiries from personnel, customers and vendors.
- Posted loans and confidential information to an Excel spreadsheet and ensure the loans meet the certain criteria for modifications.
- Communicated and collaborate with colleagues by researching and analyzing problems and recommending solutions to improve clientele relations.
0-5 years of experience
Post Claims Assistance
- Assisted defaulted students with their loans and counseled them regarding their options.
- Completed the FCRA certificate program for Data Furnishing on credit bureaus.
- Updated credit bureaus as to the status of consumer’s credit information.
- Responded to borrower correspondence via fax, email, and mail.
- Troubleshoot issues with borrower accounts and resolving consumer complaints and disputes.
0-5 years of experience
- As an interim lender, assisted in the transfer of loans to over 30 different investors (under the guidelines of each individual investor).
- Responded to emails in a group Inbox from loan officers, closers, escrow agents, branch and regional managers to assist with getting pertinent information to the appropriate parties involved in the transfer of loans.
- Answered customers service calls in a call center environment assisting customers with payments, escrow information and other various mortgage tasks ensuring the completing of each transfer.
- Forwarded borrow payments to investors via Fed Ex scheduling each forward per the investors guidelines.
- Maintain two separate mortgage databases updating borrower contact and mortgage information
- Calculate, balance and document cash at the end of each day.
- Maintain a level of corporate professionalism, excellent customer service and confidentiality with fellow teammates and borrowers.
0-5 years of experience
- Maintained and kept track of step rate loans
- Reviewed and completed the recast process on Fannie Mae and Freddie Mac loans.
- Tracked and input daily rate index.
0-5 years of experience
Properly assess and mitigate any operational risk to the line of business due to updated guidance while evaluating and enhancing the adequacy and effectiveness of current policies, procedures, processes and internal controls.
- Identify impacts and changes needed to ensure work efficiencies through process improvement in order to remain
- Effectively monitor attorney production, performance and quality to ensure a smooth transition to foreclosure sale.
- Obtain Investor approval for any over-allowable expenses.
- Maintain open lines of communications with attorney through emails, voicemails and monthly conference calls.
- Identify and resolve compliance findings and escalated issues.
- Subject Matter Expert in LPS Desktop and Microsoft Excel
0-5 years of experience
- Procured and analyzed documents related to the mortgage process.
- Procured refund for recording overages due to customers.
- Calculated and input recording fees and compared to estimated charges
0-5 years of experience
- Performed loan servicing tasks and investigated loans for servicing errors or potential harm
- Recorded findings per department procedures and government regulations
- Prepared responses and submitted the findings of the disputes to team leads for submission
0-5 years of experience
- Creating modification documents including a thorough review of loans, running evaluation tools and understanding program guidelines
- Auditing documents including a detailed review of the information in the system and on the documents before they are shipped to the borrower
- Answering questions pertaining to areas of loan servicing including payment research, taxes, insurance, loan modifications, adjustable rate loans, and lien perfection
- Researching and analyzing problems and recommending solution and Conducting periodic audits of files also able to work independently and in a team environment
- Able to perform in a high volume and constantly changing environment
- Knowledge of conventional and/or government guidelines also underwriting and/or closing procedures/federal lending regulations governing real estate lending(Fannie Mae, Freddie Mac, and FHA Loans).
0-5 years of experience
- Communicated errors, status, and information requests with underwriters, specialists, modification approvers and external vendors.
- Settled modification documents including a thorough review of the documents, as well as running evaluation tools and understanding program guidelines.
- Audited documents including a detailed review of the information in the system and on the documents before they are settled and closed out.
- Followed up on file rejects, ERLMF workloads, settlement of loan modifications and direct contact with internal business lines and external vendors.
- Responded to written and phone inquiries from internal and external clients regarding loans.
- Subject matter expert pertaining to areas of loan servicing including payment research, loan modifications, adjustable rate loans
- Reviewed loan disbursement requests, HUD Closing Disclosures, Warranty Deeds.
0-5 years of experience
- Research misapplied payments and post funds properly and accurately to prevent negative impact on our customer’s loans.
- Manage multiple accounts to be balanced within compliance guidelines.
- Ability to work efficiently in a team environment along with independently to achieve all work related goals.
- Collect checks that have been returned and confirm the sum balances with daily log.
- Navigate through numerous applications and systems using multiple computer screens.
- Proactive and provide backup when other team members are out of the office, so we don’t fall behind and become overwhelmed in volume the next day.
- YTD MPP Rating: 3.4/5 – Highest marks in Operational Performance – Productivity and Managing Business Risk (3.4 and 4.7 respectively out of 5). Ratings consistently increase each month.
0-5 years of experience
Work with borrowers, internal staff, special servicers and outside vendors to ensure the timely and accurate payment of secured real estate tax invoices.
- Remit and monitor tax payments for high volume commercial mortgage loan portfolio
- Review tax invoices to determine if they should be paid from the loan’s tax escrow account.
- Resolve complex problems relating to tax disbursements, tax and insurance escrow payments, loan modifications, loan assumptions, and delinquent tax payments.
- Analyze escrow accounts and calculate payments in accordance with loan documentation.
- Conducts periodic reviews and audits of files relating to tax disbursements and escrow analysis.
- Reconcile and balance disbursement files.
- Work with management to develop and implement processes and procedures to help mitigate risk.
0-5 years of experience
- Review all loan documentation to ensure 100% accuracy
- Prepare loan documentation VIA excel and other [company name] programs
- Assures all duties are performed according to federal banking standards
- Be able to balance several tasks at once
0-5 years of experience
- Accountable for overseeing several cash management functions through-out the process of receiving the work until resolution on a daily basis.
- Receive, research, and process escalations from many areas within and outside of Wells Fargo.
- Conducts quality review of processing work and coordinates information flow.
- Conscious of work volumes and adjusts productivity to assist Cash Management.
- Train new hires and existing team members on Cash Management jobs and functions.
0-5 years of experience
Service inbound phone calls providing expert consultation regarding federal repayment plans, federal interest rates, making payments, and applying postponements
- Instruct customers on advantages, and disadvantages of newly instated income based repayment plans
- Maintain strong on call metrics such as average handle time, after call work, and schedule adherence
- Handle discouraged customers in a delicate, responsible, and polite manner assuring their concerns are attended to without the need to escalate the call to a supervisor
0-5 years of experience
- Contact customers by telephone to solicit payments and determine reasons for overdue payments
- Establish repayment schedules or other debt repayment strategies based on customers’ financial situations while conducting all conversations in a clear and professional manner adhering to all federal, state, and local guidelines
- Maintain strict confidentiality with customer account information
- Locate customers with the assistance of skip tracing tools
- Accurately record information regarding financial status of customer and status of collection efforts
- Advise customers of necessary actions and strategies for debt repayment
- Perform various administrative functions for assigned accounts, such as recording address changes and other contact information
- Maintain composure at all times and be able to use logic to determine the appropriate resolution for each account
0-5 years of experience
- Provides foreclosure reinstatement and payoff quotes to internal and external customers for various portfolios
- Researches discrepancies in quotes and billing in regard to fees and costs as well as mortgagor recoverable balances after reinstatement or payoff
- Processes nonstandard quote requests
- Works closely with Foreclosure Specialized Quote Team, Foreclosure Call Center Team, Foreclosure and Bankruptcy Attorneys, Litigation Team, Reinstatement and Payoff Funds Processing Team
0-5 years of experience
- Perform review and reconciliation of Closing Disclosure (CD) documents specifically related to fees collected at closing to ensure accuracy.
- Contact government agencies, settlement agents and legal entities to ensure specific line amounts are accurately reflected.
- Perform updates to CD’s in accordance with policy and procedure.
- Issue funds for fee reimbursement upon over collected amounts in accordance with CD reconciliation.
0-5 years of experience
- Responsible for creating, imaging, shipping, and/or auditing modification documents on Wells Fargo modification files within company and investor guidelines.
- Review and settle of modification documents on FHA/VA/USDA and Bankruptcy Specialty files within company and investor guidelines.
- Request HUD Partial Claim funds
- Analyze loan modification terms and payment to accurately settle delinquent payments, escrow and HUD PC funds.
- Answer questions pertaining to all areas of loan servicing including payment research, taxes, insurance, loan modifications/assumptions, prepayments, payoffs, adjustable rate loan, credit reporting/lien perfection.
- Perform document review of Mortgage Note, Security Instruments, Compliance Agreements and Modification agreements for FHA modifications.
0-5 years of experience
- Review all Loan documentation to ensure 100% accuracy
- Be able to balance several tasks at once
- Prepare loan documentation via excel and other [company name] programs
- Make outbound calls to Tax Agencies
0-5 years of experience
- Assisted mortgage loan processors in obtaining documents and fulfilling other tasks
- Was responsible for the processing of mortgage loan applications from setup to closure
- Became proficient in the mortgage software program Encompass
- Was required to contact third party companies by phone on a daily basis
0-5 years of experience
- Answering department incoming calls and emails.
- Responsible for all Construction loans in the bank. I order all inspections, title updates, surveys, affidavits and wiring of funds
- Order all Appraisals for Consumer, Mortgage and Commercial loans. Getting Appraisal updates and corrections while following federal guidelines.
- Helping with other jobs around the department including paying property taxes, homeowners insurance, payoffs, and daily processing of all incoming payments.
0-5 years of experience
- Analyze customer digital requests and respond by forwarding to the appropriate team
- Cross trained with different department to provide expertise with tax documents and sort them in the appropriate database
- Communication with different level of management, work distribution, working with minimum supervision, perfect time management
- Daily, weekly and monthly reporting
- Member of Team Engagement board
0-5 years of experience
- Provide Excellent customer service to our customers
- Analyze individual questions and provide appropriate resolutions
- Adhere to script while handling inbound/outbound calls to assist with inquiries
- Act in a courteous and professional manner in performing job functions
- Assisting with special projects and miscellaneous duties as assigned by management
0-5 years of experience
- Reviewing third party invoices, processing payments, completing disbursement audits, adhering to both department and business line-specific guidelines and Partnering with other lines of business toward resolution of issues that arise.
- Researching and compiling data for management reports, communication with external vendor and legal firms and provide work direction and training to other team members.
- Identifying trends and performing root cause analysis, knowledge of state/count specific statues as related to invoices, prioritization of workload to ensure service line agreements (SLAs) are met and conflict resolution.
- Project work, pilot testing new processes, validating and changing procedures and communicating/training others.
0-5 years of experience
- Following up and checking the status of outstanding Mortgage Insurance Claims.
- Utilized multiple vendor websites
- Compiled documents on foreclosures, title work, invoices from advances made during the default process, System notes, Real Estate closing documents
0-5 years of experience
- Providing detailed escrow analysis statements to clients
- Responsible for weekly reports to evaluate the status of accounts
- Extensive invoice processing with a prioritization on quality and accuracy
0-5 years of experience
- Correct home mortgages and title policies
- Research and communication with a variety of agents and external vendors
- Fast-paced, detailed review and settling of modification documents using company and investor
0-5 years of experience
- Resolve problems by clarifying loan issues; researching and exploring answers and alternative solutions
- Process monetary and non monetary transactions that impact installment, home equity, home equity line of credit and health services loan portfolio
- Research payment and payoff information using mainframe system CICSKC
- Respond to inquiries received and initiate contact with others by phone and mail regarding the bank serviced loans
- Prepare responses to request for payoff demands received from borrower, escrow companies, and title companies
- Prepare collateral releases for paid loans
- Responsible for adhering to and complying with all bank policies and federal and state banking laws and regulations
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
0-5 years of experience
- Properly assess and mitigate any operational risk to the line of business due to updated guidance while evaluating and enhancing the adequacy and effectiveness of current policies, procedures, processes and internal controls.
- Identify impacts and changes needed to ensure work efficiencies through process improvement in order to remain complaint with investor requirements.
- Work closely with attorney firms and cross business units (primarily Bankruptcy, Foreclosure, [company name]) via phone, emails, and monthly conference calls.
- Effectively monitor attorney production, performance and quality to ensure a smooth transition to foreclosure sale.
- Obtain Investor approval for any over-allowable attorney expenses.
- Identify and resolve compliance findings and escalated issues.
- Assist with training newly hired Loan Servicing Specialist III.
- Perform miscellaneous duties as assigned or required.
6-10 years of experience
- Process Escrow payments to loans via multiple systems, and other tools to ensure accuracy
- Cash Functions – process payments via VB program for loans transferred to Ditech, research and resolve all discrepancies related to loans and process daily journal entries and reconcile general ledger.
- Prepare monthly transfer reports for Management. Analyze loans for HELOC draw usage, based on criteria.
0-5 years of experience
- Verified accuracy of documents
- Reached out when documentation was not sufficient and/or missing
- Various voluntary side projects
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Loan Servicing Specialist
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
