Michael Ishoo Email & Phone Number

Moorpark, Ca

Receive and service high volume of inbound calls from customers, ranging from needing assistance with processing payments to explaining escrow figures.Frequently assist varies departments such as Payoffs and Escrow when their workloads become overbearing.Have ranked as the #1 producing representative out of ninety for three out of the four months that I have been on the phones with the company thus far.

Processed loan modification applications to ensure that all income and customer hardship related documents were sufficient to submit to underwriting for review.Conducted phone interviews with customers facing hardship to determine if short term or long term modification assistance was needed to prevent foreclosure. Consistency met and exceeded departmental goals ranging from 10 - 20+ modification approvals per month. Consistency received monthly incentives ranging from $2,500.00- $4,500.00 based on goals met.

Loan Processor for customers pre qualified for FNMA/FHLMC Super Streamline Government refinance program.Consistently maintain a pipeline of 20-40 loans per month. Review files to ensure completeness of documents such as homeowners insurance, title reports, property tax installments, and income data. Monitor refinance from application stage to funding, keeping and eye out to make sure rate locks do not expire, all FNMA/FHLMC criteria is followed, and all loan documents remain within aging requirements.

Acted as trainer and floor support for a crew of approximately 100 Loss Mitigation Solicitors. Reviewed frequently updated policies daily and conducted weekly training sessions to elaborate on policies to staff. Conducted extensive side-by-side sessions with Solicitors not meeting department standards. Provided my overview and improvement recommendations to Solicitor’s manager, as well as department manager. Attended weekly manager meetings as well as department wide conference calls to go over department overall performance as well as elaborate on policy updates.

Inbound/ Outbound call center dealing with delinquent mortgage loans from 30 days past due on to foreclosure. Offered repayment plans and modification of terms to prevent borrowers from losing their properties to foreclosure. Frequently conducting side by side trainings with new and current employees, strengthening their phone and computer system techniques.* Consistently met and exceed department call volume and production goals.

Processed/ approved Mortgage Broker applications for wholesale lending Completed criminal background checks on principal officers Updated mortgage broker accounts daily, monitored state licensing, verified address/ phone numbers, etc.Daily call center duties. Managed personal & departmental incoming emailsConsistently company’s top producer in broker accounts processed/ approvedConsistently received department’s highest quarterly incentives Received rare & prestigious GE Americas Award in 2006

Inbound/ outbound calls on delinquent mortgage accounts. Collected monthly phone payments from borrowersFormed remedies on delinquent loans, customized new monthly payments for borrowers in an attempt to bring loans current. Call Center dutiesConsistently #1 in overall monthly loan payments collected, and was recognized with numerous awards for outstanding performance

English/ Literature

Education record