Lanetra Kofoed Email & Phone Number

Remote

Remote Worker

Beaverton And Salem Oregon

Loan underwriter, review for complete BRP (Borrower Response Package), then calculated the income based on the documents that are provided by the Borrower. Review to see if the loan qualifies for a trial plan. Work to execute the final modifications. Underwrite Assumptions for trial plans or just the name change on the loan. In the CCR (Consumer Client and relations) role I resolveretention related escalations from Borrowers,FNMA, CGA, Attorneys, etc to assure that there is aresolution on what is being disputed or provide anydetails that are needed to complete the next steps in the process.

Beaverton And Salem Oregon

• Directly managed 13 – 15 agents• Manage and hold agents accountable for performance, quality and attendance on a daily, weekly and monthly basis• Facilitate trainings for new staff and tenured staff to ensure all guidelines and policies are adhered to• Coach and develop agents and support them with their success and meeting individual, team and company goals• Perform interviews and determine candidates to hire• Keep a high level of morale on the team by creating creative challenges and involving my team with new changes implemented• Work with contracting agencies to manage agents performance and attendance• Facilitate weekly team meetings to make sure my team stays updated with all new processes • Approve weekly timecards

Salem, Oregon

I was a subject matter expert in the Collections, where I assisted all areas from customer service to late stage collection agents. I spent half my day taking calls and assuring that I held a high level of quality while meeting my daily goals. The other half of the day I spent assisting agents get through calls by providing solutions when they need additional assistance. I took escalated calls from agents if they were not able to resolve what the borrower needed or the Customer requested to speak to a Manager. I coached agents on all teams to help them improve and maintain a high level of quality of Customer Service. I also assisted the training staff with teaching new agents coming into the collections role by teaching in a class room setting.

Salem, Oregon

Worked as a late Stage SPOC (single point of contact) collections specialist. I provided a highlevel of quality while assisting the borrower withany aspect of their mortgage loan. I would alsoassist the borrower with securing mortgagepayments, setting up repayment plans or resolving any issues they may have with their loan while providing an excellent Customer experience. I consistently met and exceeded the service level monthly goals.

Ogden, Utah

• Accurately entered business tax information into the internal system in a timely and efficient manner, using several different programs. A member of the party committee.

Ogden, Utah

• Accurately entered business tax information into the internal system in a timely and efficient manner, using several different programs.