Responsible for reviewing and grading over 60 employee client calls per week for adherence to department scripts, per company guidelinesResponsible for an average of 6 QAR's (Quality Assurance Reports) weekly. Pulling multiple calls and listening to client issues raised to Executive Review Board from Client Relations Department to ensure Sales Associate employee was following company guidelines in explaining pricing and specific services to be performed on clients behalf when enrolling with company

Contacted current company's portfolio of homeowners regarding FHA/VA/Conventional refinance, purchase and Home Equity Line of Credit programsExplained pre-qualification and streamline process to borrowers and successfully transferred borrower to licensed loan officer per borrower state of residenceDelivered exceptional customer service to every homeowner by leveraging extensive knowledge of mortgage products and services and creating welcoming, positive experiencesLogged call information and solutions provided into internal databaseMaintained daily record of leads and to which respective loan officer lead was transferred toKept track of lead/loan process and assisted loan officers with documents needed from customer to effectively close and fund loanAssisted Loan Servicing department with heavy inbound calls, assisting borrowers in getting successfully transferred to payment, bankruptcy, loss mitigation, reverse mortgage and Spanish servicing queues and setting appointment times for call back.Logged call information and solutions provided into internal databasePromptly responded to inquires and requests from. various departments managers

Contacted homeowners, based on online inquiries, and fully explained FHA/VA, VA IRRL/CONV and Home Affordable Refinance Program (HARP)Qualified homeowners by requesting income documents to accurately calculate debt to income ratiosPulled property profile records for updated loan to value percentageRequested mortgage statements for accurate rate, balance and escrow information for effective loan approvalInputted client data into CALYX POINT software and transferred client to Senior Loan Officer for servicing

Contacted homeowners, via predictive dialer, to explain the FHA Streamline Program and the Home Affordable Refinance Program (HARP).Qualified homeowners for these programs by calculating the debt-to-income ratio and loan to value percentageUtilized Zillow and other online property value websites to gain up to date and accurate property valuesInputted client data into the PC Lender and AXIS software system and transferred client to loan officers for servicingWas responsible for making 100-125 calls per day

Contacted homeowners via predictive dialer to offer and explain Home Affordable Modification Program (HAMP)Qualified homeowners by hardship, program and income guidelines (31% of gross monthly income)Explained qualifying rates and benefits of program and transferred to closer for final approvalResponsible for training new telemarketers to get them prepared to be Hardship Analysts and ClosersAssisted clients in making payment arrangements on past due service fees via ACH or cashier's checkHandled client complaints/issues by updating clients on their file, emailed client updates every 48-72 hoursIf client requested a refund, I would evaluate time spent on the file and negotiate an amount, per billable hours, with the lead attorney