Tommie West Email & Phone Number

Currently working as Certified FHA Asset Manager. Responsible for contacting customer and offering FHA workout options. Informal forbearances, Formal forbearances, SFB1, Modifications, partial claims and pre foreclosure sales as well as DIL of foreclosures.

Fort Worth, Texas

Promontory Financial ServicesForeclosure Review Specialist – Consultant December 2012 – January 2013• Audited foreclosure cases to identify errors, misrepresentations or other deficiencies.• Managed multiple systems to assist in the research process.• Worked on loans associated with the modification process for HAMP, HAFA and any identifying errors accompanied with the MHA guidelines.• Executed loans per FNMA guidelines as well as FHA/VA and FHLMC loans.

Arlington, Texas

Customer Assistant Escalation Specialist (2012-2012)Complaint Resolution Specialist is the primary source for tracking the resolution of non-Executive Office complaints. Team is responsible for handling telephone inquiries and disputes from customers, third parties or internal staff as it relates to default / loan modification resolution.•Managed and resolved escalated complaint calls requesting possible legal action and worked to resolve from further escalation to the Executive… Show more Customer Assistant Escalation Specialist (2012-2012)Complaint Resolution Specialist is the primary source for tracking the resolution of non-Executive Office complaints. Team is responsible for handling telephone inquiries and disputes from customers, third parties or internal staff as it relates to default / loan modification resolution.•Managed and resolved escalated complaint calls requesting possible legal action and worked to resolve from further escalation to the Executive Offices.•Managed pipeline of complaints per OCC guidelines, which resulted in proper and timely resolution.•Exceeded monthly quality standards with over 120% a month to goal consistently. Show less

Irving, Texas

Customer Assistance Specialist / Relationship Manager (2010 -2012)Managed the customer experience through the loan modification process. Primary contact for customers and approved third parties, communicated the investor specific documentation requirements, by reviewing and analyzing all documents provided by the customer and preparing the customer's file for underwriting.•Managed high case load of 200+ accounts, which resulted in consistent communication with customers and… Show more Customer Assistance Specialist / Relationship Manager (2010 -2012)Managed the customer experience through the loan modification process. Primary contact for customers and approved third parties, communicated the investor specific documentation requirements, by reviewing and analyzing all documents provided by the customer and preparing the customer's file for underwriting.•Managed high case load of 200+ accounts, which resulted in consistent communication with customers and exceeded all departmental guidelines.•Subject matter expert with all modification programs advised and procured documents which completed the modification process from application to decision. •Maintained robust knowledge of other non-modification workouts and non-foreclosure liquidation options.•Liaison between customer and other entities, including internal company departments.•Delivered consistently superior customer care by meeting diverse customer expectations, knowledgeable about each borrower’s situation. Show less

Loss Mitigation Specialist Handled loans that were in severe default. Assisted as well as educated customers with options needed for the best resolution for their needs as well as the company’s needs. •Mitigated loans in default. Resolved the debts by short sale / minimized the loss for Chase and transferred the property from the borrower at market value to a buyer following necessary measures.•Successfully mitigated loans in default via Modifications, SPO, Repayment Plans, and… Show more Loss Mitigation Specialist Handled loans that were in severe default. Assisted as well as educated customers with options needed for the best resolution for their needs as well as the company’s needs. •Mitigated loans in default. Resolved the debts by short sale / minimized the loss for Chase and transferred the property from the borrower at market value to a buyer following necessary measures.•Successfully mitigated loans in default via Modifications, SPO, Repayment Plans, and Forbearance Agreements. •Evaluated the percentage of acceptable loss, based on ROI.•Requirements and standards are regularly exceeded, through leading by example.•Shared organizational skills and training with all of the teams, which resulted in everyone being successful within the team as well as the department. •Focus group ambassador (Voice of the Employee). Escalated issues from the floor to Senior Management. Show less

Mortgage Collections Specialist (2006-2007)Worked high balance loans that were 90+ days past due to get the customer to a workout before foreclosure. Loan balances were in the amounts of 500k-100M.•Worked with large balance loans to assist customers with best resolution for their delinquency.•Handled high volume calls inbound and outbound calls in the amount of 100 outbound calls per day.•Achieved an 120% to goal adherence every month to receive the highest pay out for… Show more Mortgage Collections Specialist (2006-2007)Worked high balance loans that were 90+ days past due to get the customer to a workout before foreclosure. Loan balances were in the amounts of 500k-100M.•Worked with large balance loans to assist customers with best resolution for their delinquency.•Handled high volume calls inbound and outbound calls in the amount of 100 outbound calls per day.•Achieved an 120% to goal adherence every month to receive the highest pay out for bonus•Accomplished consistent 100% QA scores Show less

Senior Collections Specialist Evaluated personal loans that were in default by skip tracing and collecting loans that were delinquent from 30-180 days past due. Worked with customer to resolve the delinquency by collections of total amount or re-aging of the accounts. Skip Traced accounts to locate the customer to collect debt.•Worked a dialer system and collecting payments over the phone.•Maintained an above average system utilization percentage to goal.•Achieved an above… Show more Senior Collections Specialist Evaluated personal loans that were in default by skip tracing and collecting loans that were delinquent from 30-180 days past due. Worked with customer to resolve the delinquency by collections of total amount or re-aging of the accounts. Skip Traced accounts to locate the customer to collect debt.•Worked a dialer system and collecting payments over the phone.•Maintained an above average system utilization percentage to goal.•Achieved an above average amount of accounts paid current as well as payments taken.•Maintained a high average of accounts that were re/aged or modified to get customer back at current status.•Accomplished consistent 100% QA scores. Show less

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