Experienced Banking Professional Mortgage Banking • Risk Management

• Progress the development of all customers written correspondence, ensuring timely process and response via email, fax, and web.
• Support and educate borrowers with funding solutions, guiding them through the process and giving them the best possible resolution for their situation.
• Assist and collaborate with foreclosure team on department projects, helping with review and approval or denial of pending foreclosures.
• Process daily documentation and record maintenance through imaging, ensuring accurate and updated information is recorded.
• Consistent top quarterly producer in quality assurance and overall production among a staff consisting of more than 300 mortgage loan processors and banking specialist.
• Led the minimization of processing errors by 20% by pre-underwriting loans prior to submission to underwriting, while complying with specific investor guidelines.

• Orchestrated the follow up on collection accounts, communicating and recording with client, updating all information and enabling payment.
• Managed a high-volume workload within a deadline-driven environment.
• Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
• Performed excellent customer service skills, using high level communication to collect payment and assure customer of any further actions that will take place

• Reviewed and Investigated reconciliation discrepancies, analyzing each account which involved the interview process of all parties.
• Reduced claim settlements and increased customer satisfaction using strong communication and negotiation skills.
• Handled complex reconciliations for clients by providing and creating daily reports to ensure proper accounting principles are being administered.
• Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.

• Managed complex reconciliations, applying accounting concepts to reconcile and close assigned accounts in timely manner.
• Held high level understanding of assigned accounts, which included surrounding operations that impact the account GL, system interfaces, and transaction flow of originating and clearing entries.
• Spear-headed in the decision-making process for the next course of action with the customer’s account, reviewing and analyzing before concluding on the account.
• Earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.