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Studied general Office Management techniques and requirements for successful office structures. Business Math, Business Ethics, Microsoft Applications and Spreadsheets, Data Entry

Barclay Career School

Responsible for preventing mortgage loans from rolling past 90 days delinquency.  Disburse Mortgage Assistance Applications to mortgages who are unable to cure delinquency of their loans within in 60 days. Process payments by phone. Set up auto pay. Assist with escrow inquiries. Open task for payment application to loans.

Laid off 08/5/2022

Default Prevention

Responsible for the quality assurance of all work performed by representatives. Perform quality control audits monthly to ensure loss mitigation activities are within compliance of investor and client guidelines. Ensure daily reports are pulled and available to management upon request. Answer and assist representatives with questions. Assist with call escalations. Answer inbound calls, return voicemails and other request within 24-48hr from receipt or request. Handle written and verbal correspondence professionally between borrowers, client and investor. Conduct team meetings, present monthly evaluations and coach representatives through monthly monitors for areas of improvement needed. Distribute assignments to representatives. Monitor call queues. Move representatives around to assist with call flow to prevent high ASA levels. Assist Management with all other duties assigned.

Team Lead

In July of 2018 I was given the opportunity to begin training new hires that came to the floor. My Role consist of making sure SPOC had all required access  & logins, completed all compliance courses, training & setting up i4, printer and desk phone operation. Assist with understanding of Mini-Maranda and when it is required. Understanding all required systems, Retention, and Liquidation, options to clear delinquency. Financial Analysis and Escrow review. Prepare SPOC for inbound/outbound calls both manual and dialer generated. Monitor their calls, while utilizing mock scorecards, to assure they are properly taking calls under quality expectations. Assist with understanding individual and team incentive and scorecard. Recently traveling to our Pittsburgh location to train new hires through onboarding process.

Loss Mitigation Trainer

Manage Pipeline of loans, Outbound/Inbound Calls, Explain Loss Mitigation Options to Borrowers seeking assistance with their delinquency, Setup Payments and Repayment Plans, deliver missing items, approval and denial status, Interact and assist, Supervisor, Team Lead and Team as needed.

Loss Mitigation SPOC

Handle escalation calls due to order errors
Assist with hiring events
Side by side call coaching with new representatives
Assist with Supervisor Callbacks as needed

Customer Service/Escalations

Manage a portfolio of delinquent mortgage loans by working with loan modification and disposition specialists to determine solutions that will cure the account in a timely manner. Assist Borrowers with options to cure delinquency such as repayment plans, special forbearance, modifications, short sale leading up to foreclosure proceedings. Utilizing open communication with Underwriting and Process Support to insure all needed documents and updates are available. Respond to customer, investor and other 3rd party inquiries, researching and detail documentation and or analyzing request in accordance with established guidelines and determining appropriate course of action. Proficient in delivering approvals and difficult news such as decline of reviews after all efforts have been exhausted. Ability to work under pressure and meet established standards and deadlines. I was promoted to Customer Relationship Manager ll and relocated to Loss Mitigation Department.

Customer Relationship Manager I

HFI Process Support 
Create checklist, request documents needed to process modification request. Communicate with Customer Relationship Managers and Underwriting. Analyze document completion and accuracy. Upload, gather and organize all documents in specified order for underwriting review. Document all required systems with document and status updates daily. Promoted to Customer Relationship Manager I October 2012

Dionne McNair

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