 Colleagues’ go-to for questions about policy, system functionality, account flow, income verification etc. Underwrite over $1MM of mortgages for modification eligibility, daily. Manage escrow database; monitor and remedy escrow analysis issues; coordinate with escrow department as needed. Underwrite over $2MM of mortgage modifications daily; integrate final escrow figures prior to activating the modification. Main point-of-contact for CRD (Customer Resolution Department) on modification research; handle complaints with congressional oversight, inquiries from attorney generals, etc.; requiring in-depth research/analysis of all previous modifications and underwriting reviews. Coordinate with unit and department managers to ensure highly escalated accounts were managed properly. Would seek department manager overrides for accounts needing exceptions. Daily monitoring of threshold reports. Identified accounts with various issues and/or system glitches. Corrected issues so the accounts could be worked properly. Integral part of software testing for new system releases, such as proprietary modification/underwriting software. In-depth understanding of systems’ functionalities: LoanServ, AMS, Microsoft Office; Word, Excel, PowerPoint, Outlook and some Access experience.

 Interim Unit Manager for team of 7 – 11 Workout Specialists through division’s transition; team size varied due to company restructuring 2014-2016 Completed monthly, mid-year and year-end performance reviews; recommend salary/bonus compensation. Regularly coached employees on changing procedures and guidelines. Effectively managed modification workflows utilizing pipeline/threshold reports and by assigning certain accounts/tasks to certain employees; maximizing the team’s potential. Responsible for monthly analysis and preparation of department’s productivity figures. Created monthly benchmark report to analyze the efficiency of employees performing a range of processes under one rating scale. Ongoing auditing of teams work and review of underwriting decisions made by team members. Identified 2 gaps in monthly audit reports. Was able to recommend and implement a solution. Updated the reports to accurately display employees’ month end audit scores.  Granted the CML (Consumer Mortgage Lending) All Star Award for an employee on my team.

 2-time recipient of CML (Consumer Mortgage Lending) All Star Award for quarters ending March 2013 and December 2013. Prestigious award and bonus, given out to one hourly employee within the department on a quarterly basis. Underwrite over $1MM of mortgages for modification eligibility, daily. Identified escrow analyses with errors, followed up with escrow department for correction. Prepared time-line reports, detailing mortgage underwriting and modification history. Obtained Unit Manager approval for document exceptions made on account reviews. Utilized MIS reports to determine work volume and distributed accounts to specialists for underwriting, daily

Reverse Rate is an independently owned reverse mortgage company specializing in reverse mortgage origination and marketing. Maintained all previous responsibilities from the old entity, The Kent Group & NRMG (listed under The Kent Group below), while handling the new responsibilities brought on by forming the new company, Reverse Rate. Was an Integral part in the dissolution of the The Kent Group, NRMG in order to create the new entity; Reverse Rate. Customized and set-up "Leads 360", a CRM, giving our loan specialists detailed tracking and note-taking tools to monitor their leads successfully. Created numerous reports to help track companies progress in lead generation, lead conversion, loan fallout, loan conversion etc. to help streamline our processes. Additional reports were created to track the efficiency of our processing department and more importantly the success of our sales department. These reports helped us identify areas were more investment was warranted and likewise, areas were spending should be decreased or cut off completely. Responsible for the preparation and delivery of quarterly and annual reports. Assisted in formulating our national commercial campaign to generate "in house" leads for our reverse mortgage specialists Set up entire VOIP phone system and was responsible for the maintenance of the phone system. NRMG had used a traditional AT&T phone system costing over $1000 a month. The VOIP system cost $180 a month saving us over $800 a month. I set up all the call menus, directories, voice mails, faxes, fax to email, voice mail to email, etc. Responsible for the management of the computer network. Was responsible for computer and network set-up for new and existing computers. Would resolve server issues and software problems with our loan origination platform and VOIP phone systems.

The Kent Group & NRMG is an independently owned mortgage company specializing in home mortgages, loans, and reverse mortgages. Helped complete a business plan raising $500,000 through a private offering to fund the launch of Reverse Rate. Processed 30+ reverse mortgage applications per month, for 4 to 8 loan specialists. Responsibilities included assisting consumers through the reverse mortgage process by coordinating appraisals, obtaining proper HOI coverage, clearing of any title issues, and properly recording these mortgages through FHA Main customer contact. Any time a client would call in with questions about their mortgage in process or needed an update on their mortgage etc. I would be responsible for handling these calls and returning messages in a timely manner. Responsible for customer retention with the purpose of generating referrals. Stayed in contact with clients to ensure that their reverse mortgage was helping them meet their needs.  Resolved numerous special circumstances such as coordinating with judges and trustees to allow reverse mortgage programs for clients in chapter 13 bankruptcy, assisting with home repairs, mandatory city water hook-ups, removing deceased or non-resident parties form title etc.. In many cases more than one special circumstance would arise and need to be addressed in order to obtain a reverse mortgage and satisfy the underwriter on that file. Prior to my employment, a national appraisal company was used at NRMG. I built an extensive network of approximately 60 individual appraisers and appraisal companies across the seven states we were licensed in. This network of appraisers allowed us to save $150 per order since I was ordering directly from the appraiser as opposed to a management company. We were ordering 30+ appraisals a month, saving the company over $4,500 a month.

The Kent Group is an independently owned mortgage company specializing in home mortgages, loans, and reverse mortgages. Organized multiple promotional events to recruit new clientele. Sold over 50 clients at the promotional events by clearly communicating the competitive advantage of working with The Kent Group. Developed a flier detailing and outlining mortgage rates in simple terms to drive impact of the company's message to the customer. Worked closely with the President of The Kent Group to design new business development strategies. Researched market data for potential clients; cold called over 1000 potentials with dozens of interested responses within two weeks.

 Multi-tasked various kitchen requests (food preparation, clearing and washing dishes) by assisting the wait staff, chef and management. Managed dishwashing, and clearing bar during high volume periods in order to maintain the restaurant's cleanliness to the managements and customers' standards. Remained flexible with work scheduling in order to accommodate manager and co-worker's needs.

 Reported directly to the branch Senior Vice President Researched various companies as potential investments, reviewed their earnings reports, summarized report findings to the Sr. VP. Composed 47 stability and overall value reports structured for the Sr. VP's use during client meetings and reviews. Utilized various computer skills with Bloomberg and reported via Microsoft Excel and Word.

 Worked part-time after school for two consecutive years Waited on approximately 85 guests each night during dinner service, assisted with plating meals for the chef and washing dishes.