Responsible for evaluating loan packages for missing and/or incomplete information. Contacting borrowers and/or 3rd party vendors to secure needed documents. Work closely with Loan Officers and Underwriters to resolve any issues that may arise. Carry pipeline of a minimum of 80 active loans. Review AUS findings to ensure all requirements are met. Research new guidelines when they are published. Perform income, asset, credit analysis and order third party reports. Review title reports and help cure any title issues. Upload and track documents while staying within company SLA for phone calls, emails, and notes. Received multiple awards for closings and JD Power scores for Customer Service.

Department acquired from Stearns Lending, LLC. Responsible for working and maintaining large pipeline for correspondent lending. Serving as Single Point of Contact for specific lenders to help resolve application/loan issues prior to funding. Work closely with Regional Sales Manager and lenders to clear and purchase suspense pipeline. Maintaining excellent relationships with lenders to ensure smooth review for purchase of loans. Answer incoming inquiries via email and phone calls. Having regularly scheduled phone calls with lenders to maintain great relationships. Calculate and purchase eligible loans. Also assist in keeping up to date on agency guidelines and composing job aids to assist fellow employees.

Responsible for serving as a single point of contact for specific accounts which involves answering underwriting, closing, processing, and suspense questions incoming from clients and account executives. Work closely with clients and account executives to aid in managing their suspense pipeline and making the delivery process to Citi as smooth and efficient as possible. Ensure customer satisfaction by taking ownership of client issues until they reach resolution. Responsible for daily review and underwriting escalation production. Answer incoming process and suspense questions via direct calls or emails from assigned clients. Resolve underwriting, pricing, and system escalations generated by file review. Responsible to handle conflict or issue resolution with our customers' senior management. Promote sales. Analyze income calculations and debt ratios. Calculate assets and liabilities. Analyze credit reports to determine if an applicant qualifies for programs offered. Condition loans for additional information or documentation as needed. Review collateral and appraisal analysis.

Review complaints made by customers on the servicing of their loan. Perform quality audits of the accounts to ensure proper servicing. That included, but was not limited, to loss mitigation activities, payment processing, fees, bankruptcy, foreclosure procedures, and legal proceedings. In charge of escalations during the modification process. Review modification offers, short sales, deed-in-lieu, and other workout options. This would entail reviewing the underwriting of files to determine if all procedures were followed, figures were calculated correctly, and all other aspects of the file were performed accurately. If errors were found, correct them, including rewriting the file. Review the servicing and quality of the loss mitigation, collections, and customer service agents to ensure proper and high quality service was provided to customers. This included listening to phone calls, reviewing account notes, and taking action if it was required; whether it be educating the agent or rectifying the servicing issue. Composing and implementing the policy and procedures for the Loan Administration department. Assist in developing programs for tracking correspondence and complaints. Assist in testing new systems to determine if they would benefit the company and should be purchased and/or implemented.

Manage the delinquency level of the Special Servicing Scratch and Dent portfolio and to mitigate loss and maintain cash flow. Utilizing the most appropriate alternative to foreclosure by analyzing the facts of each case assigned for the best method to lower the potential loss which would result from the completion of a foreclosure. Convincing the mortgagor to cooperate in the application process for alternative actions by reviewing borrower’s financial information and providing solutions for home retention, or home disposition. Manage delinquency and ensure proper identification of necessary workout solutions including. Modifications, Repayment Plans, Deed in Lieu of foreclosure (DIL), Short Sales (S/S), and total cure. Present analysis based on review of financial package to committee for review/approval of modification, Manage the closing of loan transactions related to execution of modification documents and, ensuring the Short Sale terms of the closing meet the agreed upon terms approved.