Yvette Q. Email & Phone Number

West Sacramento, California, United States

• Provide training and technical assistance to nonprofit agencies to implement RCAC's housing and housing counseling programs.
• Conduct site visits to ensure subgrantee compliance with contract requirements, conduct performance reviews on agencies receiving HUD funds.
• Manage multiple grants and/or contracts, including planning developing and implementing budgets.
• Hire, train and supervise staff as necessary (2-3 direct reports).
• Supervise staff to ensure that all program requirements are met without significant compliance issues, particularly with subgrantee performance.
• Manage relationships with funders, work with Fund Development team to fundraise as necessary.

Atlanta, Georgia, United States

• Create and deliver professional learning and coaching to all staff including the development of performance improvement initiatives.
• Provide instruction on all of HOPE’s economic empowerment content portfolios: Adult - credit andmoney management, small business - entrepreneurship training program, homeownership,cryptocurrency, disaster, and.
• Evaluate data and outcomes (provided by Hope Research Impact Institute: HRII), observations andfeedback from staff to identify areas of improvement to focus instruction and coaching to closeperformance gaps.
• Assist leadership in formulating each team member’s professional learning goals.
• Use staff feedback, experience, and research to develop innovative ideas that will enhance learningcontent and delivery.
• Evaluate and improve all client facing content and materials and translate into online learning.

Escondido, CA

• Create new strategic partnerships to deliver effective financial education. Carry out office objectives while constantly reviewing company program guidelines and HUD funding conditions essential to reaching company.
• Direct all aspects of the HOPE Inside model for credit and homeownership including workshops, outreach, and counseling activities in compliance with grant guidelines.
• Ensure compliance with HUD regulations, National Standards for Homebuyer Education and Counseling, and any other relevant laws or regulations.
• Focus on providing insights for clients based on an understanding of the client’s needs and their financial well-being including reducing debt, increasing savings, and attaining 700+ credit scores.
• Conduct workshops virtually, workshops based on Credit and Money Management as well as HUD approved Homebuyer Education, which will provide the necessary Homebuyer Certificate needed for down payment assistance..
• Conduct one-on-one appointments (phone/virtual), where I go over client's credit report, bank statements, income, and budget.

San Dimas, California

• Work with borrowers who are interested in remaining in their homes.
• Review customer loss mitigation packages and identify deficiencies in requirements and generate notices to borrowers with items needed to cure deficiencies.
• Analyze loans for repayment plans, special forbearances and modifications, eligibility based upon lender program requirements, investor approval matrix, state and federal programs. Request variances from VA in certain.
• Work hand in hand with the Escrow and Closing Departments to verify that all calculations are up to date and no pending items remain.
• Generate customer approval and adverse action notices for modifications, repayment plans and special forbearances.
• Maintain all databases, workflows and systems by referring loans for investor approval. Meets monthly workout to portfolio ratio goal, exceeding goals frequently.

Philadelphia, PA

• Educate and counsel homeowners on various foreclosure prevention options including modifications, short sale, and deed in lieu; offer resolutions to mortgage delinquencies, including structured repayment plans.
• Negotiate loss mitigation options between homeowners and mortgage servicers.
• Ensure homeowners and mortgage servicers adhere to specific timelines by performing regular follow-ups on all cases.
• Collect necessary documents needed for servicers and the HomeSaver Program for the State of New Jersey.
• Special Projects with Fannie Mae and Wells Fargo negotiating options for homeowners utilizing the Hope Loan Portal as a means of document upload and communication.

Greater Philadelphia Area

• Counsel and educate homeowners about foreclosure prevention options; coordinate with homeowners to determinetheir specific needs and desires; collect and analyze documents required for creating solutions, primary form.
• Served as single point of contact, maintaining a pipeline of 25 - 35 loans/accounts per month.
• Negotiate loss mitigations between homeowners and mortgage servicers; utilize client-provided information to create debt management plans, spending plans, or budgets to assist clients in meeting their financial goals.
• Liaise between homeowners and servicers; ensure timely completion of workout review and verify that all Fannie Mae guidelines were met and were complying; identify and escalate erroneous files to appropriate departments.
• Research and respond to diverse, complex client inquiries about finances including delinquencies, foreclosures, and overall financial wellbeing.

Greater Philadelphia Area

• Educate and counsel homeowners on various foreclosure prevention options including modifications, short sale, and deed in lieu; offer resolutions to mortgage delinquencies, including structured repayment plans.
• Consistently met and exceeded monthly goals of 25 completed packets sent and 20 decisions returned from servicers by maintaining an efficient five-day or less turnaround time from receiving completed packets from.
• Negotiate loss mitigation options between homeowners and mortgage servicers.
• Ensure homeowners and mortgage servicers adhere to specific timelines by performing regular follow-ups on all cases.

Greater Philadelphia Area

• Supervised three Document Review Specialists.
• Delivered superior customer service and expected nothing less from my Team Members.
• Handled escalated calls, provided guidance to Team Members on conflict resolution and problem solving.
• Managed and oversaw Quality Assurance, telephone monitoring for appropriate customer service, and employee development to ensure all specialists met and exceeded company goals.
• Created templates for all correspondence to borrowers via mail, email and fax.
• Created job aids for different tasks assigned to Document Review Specialists.

Greater Philadelphia Area

• Coordinated with clients to collect documents necessary for beginning the process to prevent foreclosure; utilized a checklist to verify accuracy and completion to avoid filing delays.
• Maintained open communication via follow-up phone calls and emails to clients to ensure that clients understood the Fannie Mae Process and to assist their timely, accurate completion of the Borrower Packets.
• Met or exceeded monthly goals for case assignments and quality file submissions.

Horsham, PA

• Provided information about locating providers, updating payment information, cancelling memberships, and adding new members.
• Inbound and Outbound call center type environment, averaging 50 - 80 calls per day.
• Coordinated and managed office operations; utilized a web-based interface to complete accurate data entry; and prepared and mailed membership packets.
• Mediated issues including verifying membership for clients who had not yet received cards and clients experiencing payment difficulties; opened new memberships.
• In charge of creating correspondence letters to members.
• Conducted collection calls to members who defaulted or had an outstanding balance, created payment arrangements,followed up with members to ensure timely payments and ensure a good standing to keep their member benefits.

Associate Of Arts And Sciences (A.A.S.), Hotel/Business Management

Business Management