Melissa Stough Email & Phone Number

Oakbrook Terrace, Illinois, Us

- Single point of contact between investors, loan processors/ loan officers, underwriters, post-closing and interim servicing to obtain documentation required for post purchased loans.- Managed MERS helpdesk for all loan origination registrations/ transfers to investors and servicers.- Build out and creation of the Corporate Post Purchase Monday.com board to manage pipeline for active requests as well as reportable data to provide to post closing branch management teams.- Managed and trained an assistant.- Diligent at meeting deadlines on or before due dates.

St. Louis, Missouri, Us

- Managed the interim servicing department reconciling reports in Encompass and the accounting department- Handled all escrows for loans including payment of real estate taxes and yearly premiums or renewals of homeowners insurance- Ensured compliance for all principal reduction payments and received and processed all borrower payments- Managed MERS helpdesk for all loan origination transfers to investors and servicers- Managed and trained an assistant- Provided payoff statements and deeds of release to investors and servicers

St. Louis, Missouri, Us

-Working with Loan Officers and upper management to lock the interest rate for loans in process for borrowers purchase or refinance loans-Familiarize myself with regulatory guidelines to include investor overlays-Reconciliation of the company hedge reports

St. Louis, Missouri, Us

-Clearing all investor pends for purchase of loans by our investors-Knowledgeable of all investor platforms-Single point of contact between investors, loan processors/ loan officers, underwriters, post closing and interim servicing to obtain documentation required for loan purchasing.

Charlotte, Nc, Us

- Review closed loans for adherence to established loan guidelines - Respond to internal and external audits/inquiries and recommends bank actions arising from the review- Participate in the development of training materials- Extensive background in residential mortgage loan compliance and quality control audits- Utilize strong written and oral communication skills to be able to demonstrate proficiency in developing and articulating persuasive arguments- Serve as a Subject Matter Expert for Investor Procurement in title policy, recorded security agreement instruments and the note within Document Services- Perform monthly security audits to ensure co-workers remained in compliance with no NPI security risk left out on desks or area printers

Charlotte, Nc, Us

-Customer delight leader within respective sites: Cultivated and maintained strong relationships with leadership-Communicated key delight and performance metrics to advocates as well as recommend solutions and influences action plans designed to drive customer delight -Worked to minimize variation through structured calibration and quality coaching skill development sessions. Identified best practices and worked closely with Process Design to influence quality and productivity improvements-Served as an auditor by reviewing associates written responses and system fulfillment measures in response to customers’ complex queries

Charlotte, Nc, Us

-Advocated for customer by identifying their concerns from written and verbal communication addressed to the office of the CEO and President of Bank of America-Engaged multiple lines of business to support resolution of issues and concerns-Communicated customer resolutions by telephone and/or written correspondence-Drafted and distributed appropriate written responses to customers utilizing a high degree of communication and technical writing skills-Responded to and maintained open communications with Government agencies such as: Better -Business Bureau and the Office of the Comptroller of Currency to effectively achieve resolutions to customer concerns-Quickly and thoroughly resolved high risk/high exposure cases that required critical judgment under deadline and deliver difficult messages while minimizing brand risk-Drove root cause analysis through the application of protocols and sound judgmentAchievements-Awarded with Global Recognition Bronze award for the completion of 145 loans for an average of 20 completions per day while maintaining a quality score of 90%-Received Silver Award in recognition for contributions and leadership while working the MS3 Title Commitment/Title Policy Search Project for efforts in planning, organizing, training, and execution phases of the project -Received several Global Recognition cards for outstanding performance of various projects-Obtained ePostclosing.com certificate of completion for completion of the training program-Received the title of Officer in October 2013-Awarded Global recognition certificate for contributions to close cases and successfully passing post close audits

- Prepare HUD closing statements for loan center and customer in accordance to bank and government guidelines - Ensured timely delivery of HUD closing settlement statements and loan documents to mobile notary vendors by maintaining effective communication with loan officers and notary services- Exceeded production goals by successfully managing a work in progress queue of 50+ loans on a daily basis

- Providing loan center with clear title. Assigning closer files when clear title is achieved. - Meeting all deadline dates and providing current and accurate information to closer for HUD preparation, including: Updating title products, payoffs, ensuring documents required meet RISK approvalHUD preparation and closing documents to customer for execution and return in a timely fashion

- Escrow Processing- Setting up closing files for real estate professionals and ensure files meet corporate guidelines and deadline dates- Served on team that met criteria for Housing and Urban Development while maintaining short and long-term department objectives in accordance with company goals - Provided training to new associates, included pre-closing processing of files, such as “clearing” title, post-closing responsibilities that include meeting funding conditions for table-funded states, cutting checks, disbursing files, and gathering and organizing the recording package while managing incoming calls- Maintained workflow for offices in need of assistance by covering field offices

High School, English Language And Literature/Letters

Education record