Origination of Qualified Assumptions and Qualified Lien Releases. FHA / VA loan origination and new purchase contracts.

Processing and Loan approval of HARP, FNMA, FNMC applications.National Mortgage Licensing System Certified (965932).Ensure timely loan approval by minimizing rate lock extensions and daily pipeline management. Ensure customer service guidelines, government guidelines, QA phone guidelines and processing guidelines are followed on every loan.Ensure outmost in customer service and timely loan approval for increase in Customer service surveys.Verify daily reporting and CMS processing. Manage daily work flow is Loan Builder, Closr and Zippy Chase systems.Adapting to constant mortgage application guidelines, policies and procedures and Government Changes.Constant communicating, multitasking and networking with all levels of customer and work related areas.Constant process and collection of information and feedback in order to fulfill underwriting conditions.

Department manager with the responsibilities of monitoring loan servicing activities, Quality Assurance, delinquency ratios and staff activities.Established Spanish Inbound Team creating a direct line of contact for the Hispanic Community, based on OCC Mandate.Mitigate loss to bank and Investors by Loss Mitigation practices, development of policies and procedures.Established a new streamline procedure to increase our Loan Extension portfolio by 45%.Resolved and escalated phone calls to customers and third parties due to special Red Flag issues.Wrote monthly scorecards, evaluations and goal progress.Ensured that an acceptable work environment was maintained at all times by monitoring attendance issues, dress code violations, policy and procedures and professionalism on the floor.Received Top Performing Team award 2011, Highest Quality Assurance Award and Customer Satisfaction Experience award.Responsible for Leading Chase Good Works Campaign, helping bank to contribute more than 35,000 volunteer hours for 2010 and 42,000 in 2011.

Multi-Delinquent collections.Promoted from Collections Counselor to Team Leader where I trained and lead a staff of 9 counselors with collection procedures and customer service skills. Supervised 30/60 collections and foreclosure groups, managed and analyzed critical issues and reporting.Managed, reviewed and analyzed loan servicing data information, delinquencies, score-cards, manager reports, and critical issues or trends among counselors in order to give feed-back to peers.Accelerated the knowledge and growth of counselors by providing constant training, as well as one-on-one desk side training in order to guarantee the quality and standards of loan servicing criteria.Established Part Time Collections group for 90+ and Foreclosure Collections. Developed productivity and quality monitoring standards for Monthly / Daily Scorecard standards.Responsible for training and facilitating New Hire Classes and development of staff, including; Quality Service and Negotiation skills, use of the mortgage loan servicing system, non-technical training and product knowledge.Worked to mitigate loss of the bank and investors.