Stephon Thompson Email & Phone Number

Mount Laurel, New Jersey

• Managed and researched over 8,000 defaulted mortgage cases from initiation through acquisition, including regulatory reporting to Freddie Mac, Fannie Mae, FHA/VA, and private investors with total financial exposure of.
• Increased FNMA rebuttal reduction rate from 65% to 100% in one year, reducing more than $16M in Fannie Mae compensatory fees maintaining reduction rate two consecutive years and increasing FHLMC reduction rate from 17%.
• Ensured company passed Deloitte regulatory AB audit three consecutive years, improving company’s credit score and creating additional subservicing opportunities.

Mount Laurel, NJ

• In this leadership role, I oversaw and managed multiple accounts with varying default statuses, appealing Fannie Mae/Freddie Mac compensatory fees, MI curtailments, and REO gram fees on all FCL actions monthly.
• I also prevented the imposition of fines against organization by ensuring investor guidelines and monthly status requirements followed. My key achievements in this role:
• Successfully reducing errors identified during investor audits.
• Supporting Director and Vice President of Servicing in executing corporate strategies by working with strategy Leaders to determine and execute continuous improvement initiatives.
• Collaborating with multiple departments to mine data from diverse sources, create tables with necessary data, calculate key performance indicators, and generate dashboards to help department leaders manage their.

Haddonfield, NJ

• Processed and handled over to 200 foreclosure complaints per month including, initiating the foreclosure process ensuring compliance with FHA, VA, and CFPB guidelines.
• Notable Accomplishment: Contributed to 2,500 Foreclosure Initiations over the course of a year with an error free completion reducing and preventing over $2.25 million in assessed governmental penalties for first legal.
• Collaborated with supervisors to engineer risk management policies and project analysis to improve OCC guideline compliance, identifying quality assurance control defects within the complaints department to improve.

Voorhees, NJ

• With Comcast, I applied excellent communication skills to explain billing cycles, processes, and prorates effectively and ensure customers understand their billing statements.My key achievements in this role included:
• Fielded over 3,600 calls with an average handling time of 6 minutes per call, and a technical fix ratio of 96% saving the company $144,000 a year in truck rolls, saving the customers over $72,000 in trouble call fees.
• Recognized as top sales representative for 6 consecutive months bringing in revenue stream of $29,700 a month in sales with $1.9 million in recurring revenue consistently, which allowed me to cross-train a class of 40.
• Consistently exceeded 5 sales a day quota in accountability-based culture by evaluating customers’ potential product needs and offering appropriate recommendations.

Cherry Hill, NJ

• In this position, I provided data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations.
• I also collected information, researched and resolved inquiries, and logged customer calls.
• Next, I communicated options to benefit enrollees about comprehensive coverage details, options, and defects, while tailoring services based on individual enrollee’s needs by assisting with in-network and.
• Additionally, I assessed critical components potentially instrumental or detrimental to retirement planning or impacting new health care resources.
• Finally, I certified in annual enrollment and dual year health and wellness for Lockheed Martin and Semper Energy Co.

Moorestown, NJ

• In this role, I fielded 100 calls per day with an Average Handling Time of 4 minutes per call and a First call resolution rate of 98%.
• Cost per call impact on company operational budget by over 30K annually by eradicating call backs due to FCR, maximizing adherence to scheduling, creating strategic action plans to circumnavigate data deficiencies
• Order placement, data entry, and call coding at 100% accuracy rate with a Voice of the Customer satisfaction and IVR-based post-call surveys combined average of 95% rating.

Mount Laurel, NJ

• In this senior role, I generated and processed for printing, packaging, and mailing over 960,000 loan applications, 480,000 pre-approvals, and 384,000 closing packages with 0.001% breach incidents.
• Knowledgeable of the production and function servicing letters, including Home Affordable Modification (HAMP), Notice of Intent, compliance, bankruptcy, foreclosure, and attorney notices.
• Evaluated loan histories to ensure symmetry from system application to corresponding loans delivered through various subservicing systems, i.e. Loan Span and CASH.

Aircraft Mechanic

• In the service, I contributed to multiple $40 million aerial operations 1,300 mishap free F-18 flight operations, 3,400 flight hours, and over 325 E-2C Hawkeye launch and recovery missions during Operation Iraqi.
• With extreme attention to detail conducted 2,500 daily routine and special inspections resulting in zero rework, maintaining over $720 million worth of military assets without any flight operative malfunctions in.
• Effectively fostered the development of small teams under high stress conditions in tactical and technical capacities. Extensively logging detailed writing and communications of all functions achieved through critical.