Manage assigned portfolio of FHA residential loans from homeowners requesting modification assistance.Establish relationships and maintain effective interactions with CRMs and Underwriters in order to obtain required documentation from homeowners.Perform the duties of a Subject Matter Expert (SME) including but not limited to providing side by side peer coaching. Process and review all loan modification documents for accuracy before submission to Underwriting for loan decisioning.Verify accuracy of Underwriter’s financial and income eligibility documents.

Provide follow-up assistance and customer service to the home buyer through the home buying process in a call center environment. Follow up with problem resolution and take action to facilitate successful completion of the process. Counsel homeowners currently in foreclosure or delinquent on payments obtain a resolution from servicer in an attempt to retain the home while working to achieve an affordable mortgage that will not interrupt the quality of living. Negotiate affordable resolutions for homeowners with financial institutions.

Served as commercial loan system specialist for the Commercial Loan Services Division to handle all system related issues, enhancements and research/ development aspects of the systems used in Commercial Loan Services. Identified functionality issues and communicated to programming staff for future releases. Act as system trainer for operational aspects of the system as it relates to system updates/upgrades, conversions to new systems, system interfaces, product delivery, etc.Verified final reconciliation of adjustments on computer system. Supervised and trained team of seven loan officers to ensure accuracy and compliance.