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Professional Summary
Promote and implement HUD's goal of homeownership for low to middle income families to build viable communities and suitable living environments.
Skills
  • Exceptional communication skills
  • Quick learner
  • Strong client relations
  • Customer-service oriented
  • Accurate and detailed
  • Pleasant demeanor
Work History
Housing Program Specialist, 01/2010 to Current
Department of Housing and Urban DevelopmentOklahoma City, OK
  • Work 40 hours per week
  • Perform financial analyses and evaluations of information provided by borrowers, lenders, and housing counseling agencies
  • Responsible for assisting consumers and housing counseling agencies with preparing loss mitigation applications including financial documentation required in support of each application
  • Review, monitor, and evaluate documents such as tax returns, income statements, schedules of liabilities, and balance sheets to determine if loss mitigation should be initiated
  • Communicate with loss mitigation applicants and housing counseling agencies who have submitted incomplete applications to counsel and assist them in understanding what is required
  • Explain loan documents for loss mitigation programs to borrowers and housing counseling agencies
  • Utilize e-mail, word processing, spreadsheets, and the internet as well as navigate within a database to input and retrieve information
  • Perform financial computation/analyses to determine applicant's ability to qualify for loss mitigation programs and their ability to pay the mortgage
  • Respond to a variety of customer and lender inquiries to ensure compliance with handbooks, guidelines, regulations, and policy memoranda
  • Participate in the delivery, development, design, and improvement of new/current training or workshops used in instructing grantees/contractors on program requirements, submission procedures, program interaction, capacity building and leadership development
  • Assist grantees/contractors increase individual and program effectiveness
  • Perform and prepare financial or credit analyses
  • Establish, develop, and analyze written program policies and procedures to meet Office and Departmental objectives
  • Monitor and review the effectiveness of program policies and/or procedures
  • Interpret HUD regulations, policies, guidelines, and administrative instructions
  • Remote monitor and field monitor Secretary Held Programs in accordance with applicable monitoring handbooks, circulars, guidelines, instructional memos, regulations, and policy memoranda
  • Work with individuals, housing counseling agencies, and varied organizations to resolve critical issues
  • Ensure appropriate resolution and customer satisfaction with mortgagors and housing counseling agencies regarding their escalated situation
  • Responsible for planning, organizing, and independently completing duties on assigned projects which are complex and are above average difficulty
  • Advise, assist, and train Department of Housing and Urban Development (HUD) staff as well as non-profits, lenders, housing counseling agencies, etc. in the area of Loss Mitigation
  • Responsible for written correspondence of a sensitive nature to private sector groups, Members of Congress, the Office of the Inspector General, White House referrals, other Federal organizations, and distressed homeowners concerning numerous complex housing related issues including Secretary-Held home mortgages and FOIA requests
  • Provide authoritative advice and guidance to HUD Homeownership Centers (HOCs), field offices, lending institutions, housing counseling agencies, and grantees/contractors
  • Provide technical assistance to lenders and agencies that participate in programs that benefit low and moderate income persons
  • Assist with modification of existing policies and/or procedures
  • Work directly with federal contractor to achieve quarterly goals
  • Conduct analytical studies of various issues related to housing programs in order to evaluate the effectiveness of current national policies and procedures
  • Analyze policies and procedures for programs that benefit low and moderate income persons
  • Initiate and prepare reports for use by HUD staff, other government agencies, and industry partners
  • Monitoring and oversight of federal contractor to ensure all policies and regulations are met according to program compliance including reviewing and conducting analyses of applications or performance reports for assigned grantees/contractors
  • Identify any disparities or deficiencies and bring to the attention of the senior staff with a recommended alternative for resolving or correcting the issue
  • Review and assess grantee/contractor performance through the analysis of contractor submissions, performance reports, and other methods and provide written assessments on results
Escalation Coordinator/Team Lead, 01/2009 to 06/2010
Midland MortgageOklahoma City, OK
  • Worked 40 - 50 hours per week
  • Worked with multiple departments to investigate and resolve customer complaints regarding customer service, foreclosure, and credit rating
  • Responsible for written correspondence of a sensitive nature to private sector groups, Members of Congress, the Office of the Inspector General, White House referrals, other Federal organizations, and distressed homeowners concerning numerous complex housing related issues
  • Ensured appropriate resolution and customer satisfaction with mortgagors and housing counseling agencies regarding their escalated situation involving mortgage loan servicing including foreclosure processing and loss mitigation policies, procedures, and processes
  • Analyzed and monitored the effectiveness of program policies and/or procedures to increase the quality and availability of loss mitigation opportunities
  • Developed and implemented new program policies and processes to handle Mediation and Bankruptcy files according to HUD, VA, USDA, etc. regulations
  • Trained staff on new policies and procedures
  • Served as a team lead of a group charged with performing specific tasks on an ongoing basis including Bankruptcy and Mediation files
  • Ensured the standards were met to achieve improved performance and reductions in default and foreclosure rates
Loss Mitigation Plan Administrator, 03/2007 to 01/2009
Midland MortgageOklahoma City, OK
  • Worked 40 - 50 hours per week
  • Worked with FHA, VA, FNMA, FHLMC, and private investors to develop appropriate Loss Mitigation workout plans for various loan types
  • Monitored and evaluated file documents to determine the performance of approved mortgagors for loss mitigation plans
  • Interpreted HUD, VA, FNMA, FHLMC, and private investors' guidelines and administrative instructions and applied those interpretations to a knowledge of the established practices of the mortgage industry
  • Evaluated borrowers to determine if the standards were met for loss mitigation options prior to the foreclosure process
  • Assisted individuals and housing counseling agencies with the completion of loss mitigation applications including financial documentation required in support of each application
  • Reviewed tax returns, income statements, schedules of liabilities, and balance sheets
  • Communicated with loss mitigation applicants and housing counseling agencies who have submitted incomplete applications to counsel and assist them in understanding what is required
  • Explained loan documents for loss mitigation programs to borrowers and housing counseling agencies
  • Utilized e-mail, word processing, spreadsheets, and the internet as well as navigated within a database to input and retrieve information
  • Performed financial computations/analyses to determine applicant's ability to qualify for loss mitigation programs and their ability to pay the mortgage
  • Responded to a variety of customer and housing counseling agency financial inquiries
Education
Bachelor of Arts: Criminal Justice, Current
University of Oklahoma - Norman, OK
This resume is created in 7 minutes.
Summary

Dedicated and meticulous finance professional administrative with over 8 year of experience in economics, customer service and accounting yields with an extensive researching, reporting, analyzing, demanding data management, organizing and improving department operations.

Skills
  • Strong written and verbal Communication Skills in English and Spanish
  • Strong sales and customer services
  • Budget, accounts payable and receivable analysis
  • Customer Driver
  • Superior organization skills
  • Teamwork skills
  • Proficiency with Microsoft Office and SAP
  • Cash and budget management
Experience
Business Support Specialist 07/2018 to Current ExxonMobil Moncton, NB
  • Handled high volume of customers requests by phone and email with duties including signing up new customers, and retrieving customer data, increasing customer support in 33%
  • Organized weekly sales and accounts receivables reports for the accounting department increasing report's efficacy in 29%
  • Provided appropriate analytical information in response to customer inquiries
  • Maintained utmost discretion handling sensitive information
  • Improved customers effectiveness with filling out and submitting fuels orders and equation or credit forms in 39%
  • Resolved technical issues in-person, via telephone and over online chat services
  • Received and prioritized support requests to maximize resource utilization cutting waiting time in 55%
Accounts Payable Specialist 01/2015 to 09/2016 Vivas Tax And Accounting Services Inc. Toronto, ON
  • Verified in detail the accounts payables transactions, including funds paid and end balance to avoid Bank fees for NSF or overdraws
  • Researched and resolved billing and invoice problems increasing the office efficiency by 12%
  • Facilitated month-end close processes, invoicing, journal entries and account reconciliations
  • Coded the general ledger and worked to produce accurate and timely bills increasing the department's efficiency in 39% in the first four months
  • Analyzed invoice and expense reports, identified variances and researched issues to correct problems and maintain financial compliance
Export Analyst 09/2007 to 12/2013 PDVSA Caracas, Venezuela
  • Responded to general inquiries regarding export regulations
  • Maintained internal and external classification and licensing database
  • Provided exhaustive research information exports for oil exports to North America Market
  • Assisted with reviewing Ministry KPI's and SharePoint site with other departments related to exports operations
  • Identified critical areas that required immediate improvements to conduct costs reduction
  • Devised and optimized strategies for handling corporate communication, program operations and significant projects
Academic Background
College Diploma: Business Administration 2018 George Brown College Toronto
MBA: Management Metropolitan University Venezuela
Bachelor of Arts: Economics Central University of Venezuela
This resume is created in 7 minutes.
Professional Summary

Objective : To obtain a position with a leading media organization or radio station which provides the opportunity to further develop my knowledge and skills in Broadcast Communication. Knowledgeable in social media and marketing technology, tools and trends. Multi-faceted and creative professional with audio, video, graphic design and web content management experience.

Work History
Weight Loss Nurse Tech/ Receptionist 06/2017 to 08/2018
Junin Laser Spa Bowie, MD
  • Worked directly with the patients to achieve patients weight loss goal .
  • Coordinated office inventory by restocking supplies and placing purchase orders.
  • Maintained accurate records of patient care, condition, progress and concerns.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.
  • Developed new process for employee evaluation which resulted in marked performance improvements.
  • Top producing sales professional and expert in Weight Loss Sales industry. 
  • Dynamic communicator who consistently exceeds goals and company expectations.
Head Cheerleader Coach 12/2017 to 02/2018
Calverton School Huntingtown, MD
  • Implemented exercise programs and training strategies for individual and team performance.
  • valuated individual knowledge, skills, and strengths and assigned team positions.
  • Prepared athletes for special competitions and tournaments.
    Recruited athletes by attending games, meeting with families, and presenting offers.
  • Motivated athletes to stronger, more agile and more effective players.
  • Utilized safe techniques for exercises, equipment use, and training drills.
  • Monitored team members academic performance to ensure consistent progress and commitment to education.
  • Built strong rapport with athletes and assistants before, during and after coaching seasons.
All-Star Cheerleader Coach ( Cheer Extreme) 01/2012 to 01/2016
Unique Sports Academy Waldorf, MD
  • Supervised practices and contests, prioritizing safety at all times.
  • Complied with All-Star Cheer , conference and  rules and regulations at all times.
  • Taught a range of sport-specific skills in a clear, safe manner.
    Recruited student-athletes of the highest caliber to elevate team performance.
  • Developed game plans and adjusted them according to various game situations.
  • Facilitated weekly studio appointments.
  • Photographed high-quality images for both print and Internet distribution.
  • Selected and altered secondary photographic features such as backdrops and lighting.
  • Altered patterns to fit client requirements.
  • Generated new ideas with limited direction and varied internal client needs
  • Acted as a positive role model for team participants.
Photographer 09/2018 to Current
JCPenney Portraits Annapolis, MD

 

  • Performed advanced computer processing of images for assignments.
  • Directed guests to the photo port location to view and purchase their pictures.
  • Applied digital styling techniques to enhance photos.
  • Delivered finished products in timely manner. 
Student Internship In Radio 01/2019 to 02/2019
The International Intern Group Dublin, Ireland

Live announcer for various segments of radio broadcasts including coverage of ads, song switches and breaking news.

Conducted research of local news topics as needed.

  • Prepared stories for broadcasting.
  • Selected and updated webpage content and photos for the 103.2 Dublin City FM homepage carousel.
  • Hosted “Good Morning Dublin News”, covering topics ranging from local traffic, domestic politics and international affairs.
  • Supervised the post-production process, including editing, dubbing and color correction.
  • Shot videos and still photos to accompany news stories.
  • Answered booth call line and receiving song suggestions or comments from listeners.
  • Provided live coverage of special events.
  • Board Operator for pre-recorded shows and live.
  • Abode primer edit audio from pre-recording shows.
  • Organized and edit audio for Podcasting shows within the station.
  • Get international experience living and working abroad at 103.2 Dublin City FM.
Education
Bachelor of Arts: Communication Broadcast Journalism 2018 Bowie State University - Bowie, MD
  • Coursework in Radio , TV Production and Mass Communications, Sound Design and Audio Programming, Photography, Public Relations, Communications and Mass Communications
  • Recipient of National Honors Society Scholarship
  • Graduated with 3.7 GPA,  Magna Cum Laude
  • Member of Golden Key International Honor Society
  • Member of International Intergroup Alumni
  • Member of NABJ (National Association Broadcast Journalism)
  • Elected to Entertainment Host for Bowie State Association Of Black Journalist in 2018.
Associate of Arts: Communication 2016 College Of Southern Maryland - Prince Frederick, MD
  • Elected Captain of College Of Southern Maryland Hawks Women's Basketball, 2010-2011
  • Member of College of Southern Maryland Volleyball Team 2011-2012
  • Recipient of Athletic Scholarship for both sports.
Accomplishments

Truck Safety Coalition

  • Sorrow to Strength is a biennial conference whose purpose is to provide support and advocacy for survivors of truck crashes and the families/friends of those affected by them. This Biennial conference allows us survivors such as myself, to come together for a weekend of sharing, remembrance , education and workshop to advance truck safety. Working with this conference has allowed me to become an advocate for Truck Safety Coalition and has  helped me make a different on Capitol Hill.
  • I have met with many members of my Congressional delegation and/or their legislative staff . I've also met with members who serve on Committees that will be debating bills pertaining to truck safety issues.
  • Participated in live Press Conferences and many interviews, including WTOP interview Radio, pertaining to Truck Safety.

Engage Costa Rica by Golden Key, Service Leaning & Cultural Immersion

  • Service Learning is a teaching and learning strategy that integrates meaningful community service with instruction and reflection to enrich the learning experience, teach civic responsibility,  and strengthen communities .
  • Cultural Immersion-I discover that our American societal values and norms are just a tiny glimpse of the huge diversity that exists.
  • Volunteering at a school to teach the proper way of hand washing and importance of good hygiene.  I painted murals and signs to the beautify school. Working with the kids was a wonderful experience  and donating school supplies to the children of the school was a humbling experience.
  • Wild Sun Animal Rescue Center - Volunteers like myself,  work tirelessly to help the animals heal, rehabilitate, and eventually release them into their natural habitat in the Costa Rican Rainforest. I love animals & enjoyed the cultural experience of giving back.
  • Cleaning Montezuma & Cabo Blanco Beaches- to ensure a better environmental safety and cleanliness. 
  • Pura Vida-A Costa Rican phrase which literally means "Pure Life" It's a way of life and a perspective to life that evokes a spirit that is carefree, laid back and optimistic.
Skills

Field production experience, Control room floor experience, Floor set design expertise, Correspondence distribution, Public speaking, Verbal and written communication, Customer service, Organized, Team player, Goal-oriented, Excellent interpersonal skills, Motivational leadership.

Technical Proficiencies

Finial Cut Pro, Abode Audition, YouTube, Photography

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Professional Summary
Customer care professional with extensive experience as a single point of contact for real estate secured loans in various stages of a mortgage. Diverse field of experience with expertise in collections, leadership, account management and effective communication. Results driven with the ability to build rapport and mitigate risks to exceed company expectations. Knowledge of financial and credit analysis techniques such as negotiations. Ability to work independently as well as collaboratively with others
Skills
  • Strong banking ethics
  • Goal-oriented
  • Proficient in many types of accounting systems and software
  • Positive attitude
  • Practiced at FHA loan process
  • Team player
  • Excellent work ethic
  • Flexible
  • Self-sufficient
  • Financial transactions expertise
  • Financial analysis aptitude
  • Financial Industry Computer Systems
  • People-oriented
  • Risk management assessments
  • Superior organization skills
Work History
Loss Mitigation Sr. Specialist II JPMorgan Chase - Tampa, Florida 07/2017 - Current
  • Process Notice of Intent and Notice of Default notices. 
  • Manage and document customer accounts within pre-established timeframes.
  • Resolve inquiries and communicate resolutions to customers.
  • Calculate repayment plans, process ACH drafts and document account accordingly.
  • Manage inbound calls from customers and third parties regarding various concerns, requests and updates (i.e. payment arrangements, account status, payoffs etc.) and assist accordingly.
  • Initiate calls to delinquent customers to collect payments and settle accounts.
  • Negotiate to collect balance in full or best possible arrangements for customer and company.
  • Use strong negotiation and rapport building skills to gain customer trust.
  • Utilize probing techniques to determine reason for delinquency and arrange payment plans to avoid charge off by using set processes and procedures.
  • Utilize various skip tracing programs and update new information located accordingly.
  • Effectively manage a high volume quality outbound collection calls while maintaining empathy and professionalism.
  • Manage multiple departmental communication for conflict resolution.
Customer Service/Collections/Bad Debt HSBC - Tampa, Florida 01/2016 - 01/2017
  • Collections/Bad Debt, Resolved inquiries and communicated resolutions to customers.
  • Attend annual trainings and obtain certifications for Consent Order training.
  • Calculate repayment plans, process ACH drafts and document account accordingly.
  • Achieve departmental recognition for utilizing communication and pre- established departmental processes to successfully resolve customer concerns.
  • Manage inbound calls regarding lien release requests and updates and provided customers and third parties with information to submit request and/or updates when avail.
  • Initiate calls to delinquent customers to collect payments and settle accounts.
  • Negotiate to collect balance in full or best possible arrangements for customer and company.
Mortgage Servicing Specialist HSBC - Tampa, Florida 01/2012 - 01/2016
  • Managed, documented and returned voicemails within pre-established timeframes.
  • Used strong negotiation and rapport building skills to gain customer trust allowing me to be awarded the customer focus award at the monthly department meeting.
  • Achieved above average quality scores consistently month over month successfully contributing to risk management.
  • Initiated, resumed or restarted legal actions pertaining to foreclosure.
  • Managed multiple departmental communication for conflict resolution.
Collections Representative HSBC - Tampa, Florida 01/2011 - 01/2012
  • Effectively managed a high volume quality outbound collection calls while maintaining empathy and professionalism.
  • Utilized probing techniques to determine reason for delinquency and arranged payment plans to avoid charge off by using set processes and procedures.
  • Award bonus given based on performance for being within the top percent in the department.
  • Utilized various skip tracing programs and updated new information located accordingly.
Collections Account Representative Asset Acceptance - Tampa, Florida 01/2010 - 01/2011
  • Asset Acceptance, Initiated outbound collection calls in fast paced goal oriented department.
  • Provided customer service regarding charged off/ bad debt accounts.
  • Processed and reviewed account adjustments, resolving any client discrepancies and short payments.
  • Documented information regarding financial status of customers and status of collection efforts.
  • Successfully negotiated to collect payment in full or best possible arrangements on past owing receivables.
Education
Diploma: Medical Assisting Sanford Brown Institute - Tampa, FL 2006
Accomplishments
  • Project Management
    Worked directly with multiple departments serving as single point of contact for mortgage accounts.
  • Effective Communication
    Followed up and kept track of delinquent mortgage accounts to achieve satisfactory account status to reduce bad debt .
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Professional Summary
Passionate foods and nutrition majoring student, looking towards conducting detailed nutrition counseling to individuals looking to better their diet and wellness.
Skills
  • Excellent problem solver
  • Strong teaching skills
  • Food counseling
  • Bilingual
  • Weight management consulting
  • Strong Organizational Skills
  • Effective Time Management
  • Flexible Team Player
  • Strong Communication Skills
  • Great Customer Service
Work History
Medifast Weight Control Centers Certified Weight Loss Counselor | El Cajon, CA | June 2016 - Current
  • Interviewed clients to analyze dietary habits and overall health.
  • Led educational presentations on topics of nutrition and wellness.
  • Led weekly nutrition classes for weight loss, cholesterol control, and diabetes education.
  • Reviewed documentation for compliance with requirements and accuracy of information
Paradise Valley Hospital Diet Clerk | National City, CA | June 2015 - June 2016
  • Established and maintained thorough nutritional records and information.
  • Reviewed documentation for compliance with requirements and accuracy of information.
  • Followed infection control procedures.
  • Documented clinical findings and correctly entered pertinent data for processing.
Education
Bachelor of Science Foods and Nutrition San Diego State University San Diego, CA | Fall 2014
  • 3.84 GPA
  • Member of Student Nutrition Organization 
  • Food Systems Management coursework
  • Advanced coursework in Food Systems Management
  • Culinary arts coursework
Associate of Science Exercise Science Southwestern Community College Chula Vista, | Spring 2012
High School Diploma Point Loma High School San Diego, CA | 2009
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Professional Summary

Driven leader and MBA graduate with a background in organizational psychology. Over 11 years experience in the mortgage industry, with 9 years operating in a leadership capacity and managing teams in excess of 20 employees. Background in recruiting, team building, employee development, and fostering corporate citizenship.

Areas of Expertise
  • Master of Business Administration 
  • Master Certificate: Project Management
  • Quality Control and Assurance
  • Performance tracking and evaluation
  • Client Onboarding
  • Client Service Management 
  • Employee engagement
  • Change management 
  • Forecasting and strategic planning
  • MS Project, Excel, Office Suite
Work Experience
Consultant
Denver, CO
American Mortgage Consultants/ Mar 2017
Accountable for multiple client portfolios, including quality control, timeline management, and overall satisfaction. A large portion of this role involved client service management and building working relationships with key stakeholders; a requirement for obtaining critical financial documentation from client affiliates.
​Identified operational inefficiencies and implemented process improvements. 
Analyzed financial information to ensure regulatory and contractual compliance. 
Reconciled servicing advances and servicer cash flows.
Project Manager
Denver, CO
Stewart Lender Services/ Aug 2015 to Feb 2017
Worked with teams across multiple geographic locations and business disciplines to ensure high-quality development within budget and schedule.
Assessed business implications and monitored progress to meet deadlines, standards and cost targets. 
Managed budgets exceeding $1,000,000.
Planned, scheduled, and executed all stages of enterprise software implementations.
Oversaw the development, testing, and deployment of software enhancements for multiple applications. 
Auction Fulfillment Coordinator
Greenwood Village, CO
Nationstar Mortgage/ May 2014 to Aug 2015

Engaged by executive management to manage high-priority portfolio due to top performance and expertise with vendor engagement.

Created Capacity Planning models for three teams with diverse goals and processes.

Trained new employees and developed process improvements, increasing team production.

Completed Cost-Benefit Analysis to confirm positive ROI of process improvement strategies.

Monitored reporting for compliance and advised on discrepancies.

Assisted with onboarding of new clients and developing new workflows.

Liaison between clients, consumers, and various teams within the organization.

Loss Mitigation Lead
Denver, CO
Stewart Lender Services/ Sep 2013 to May 2014

Spearheaded expansion of new underwriting review project into Denver region.

Responsible for effective communication of policy and procedures across multiple sites and states.

Led team meetings and delivered project updates to senior management.

Conducted performance reviews and developed improvement strategies.

Assessed team production and quality scorecards for coaching opportunities.

Identified inefficiencies and directed process improvements.

Advised top management on employee performance and corrective actions.

Department Lead: Valuations and BPO
Denver, CO
Integrated Asset Services/ Jun 2007 to Jul 2013

Progressed from entry level position to asset manager and subsequently department lead within a competitive organization.

Identified staff vacancies and conducted employee interviews.

Established employee schedules, addressed personnel concerns, and resolved conflicts.

Coached and mentored staff members by offering constructive feedback and taking interest in their long-term career growth.

Created tools measuring employee performance and implemented performance improvement initiatives.

Developed close relationships with vendors throughout entire United States.

Maximized client ROI by selecting appropriate marketing strategies.

Advised management on client and employee concerns and recommend policy changes.

Generated detailed reporting and completed regular analysis using Microsoft Excel.

Education
MBA: Project Management and Process Improvement Regis Jesuit University Denver

Graduate Honors

Master Certificate: Project Management
General Auctioneering Texas Auction Academy Dallas, TX
Bachelor of Arts: Psychology Metropolitan State University of Denver Denver

Provost's List Honors

Community Service

Volunteer animal foster - PawsCo, Denver.

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Summary

Driven Security professional with eighteen years of experience in security and safety compliance. Capable of acting quickly during crisis events and emergencies. Extensive training in security and surveillance procedures for public and private needs.

Highlights

Security Officer Certificate

  • Eight Hour NYS Guard Certificate
  • Bilingual-Fluent in English and Spanish
  • Security Guard Certificate
  • 16 Hour OJT
  • Security Guard Certificate
  • Advanced Campus Safety Officer Training
  • AED training (2014)
  • First Aid training (2014) Armed Handgun training (2008)
  • Report writing
  • Experienced in reviewing (CCTV)
  • HIPPA Training
  • Experienced in using tool unlock kit for vehicles
  • Experienced in jump starting vehicles
  • Bike patrol
  • Defensive Driving
  • FEMA Certified
  • Sexual Harassment training
  • Fire Safety
  • (CPI) Crises prevention intervention
  • Internal and external investigations
  • Dealing with Mental Health related issues
  • Clery act Training
  • Active shooter awareness
  • Issuing Uniformed Traffic tickets
  • Crowd Control
  • Directing Traffic
  • Room Search Procedures
  • Dealing with hostile situations
  • Good under Pressure
  • Compassionate
  • Self Motivated
  • Always willing to learn
  • Team Player
  • Great customer service skills
  • Experienced in Dispatching
  • Everbridge Mass Notification
  • Cooper Waves Mass notification System
  • Conducting Fire Drills with large crowds
  • Using a fluke to read a carbon monoxide detector
  • Inspection of AED equipment
  • Communicating through two way radios
  • The use of Boots for vehicles
  • Operating vehicles
  • Golf carts
  • Gators
  • Use of Medi vac Chairs
  • Fire extinguishers
  • Behavioral intervention specialist
  • Materials handling
  • Investigative procedures
Accomplishments

I started my Security career in 2001 , since then I have worked in all aspects of the industry in private and public Settings. Since then I have worked armed , unarmed , Loss prevention, College and medical facilities that provided services for trauma and mental Health patients.

Experience
Safety Officer Mar 2010
Culinary Institute Of America Hyde Park, NY
  • Patrolling , assisting , reporting , deterring any harm from the campus. providing customer service to outside visitors and students, Responding to medical emergency calls, Bike patrol, Inspection of AED equipment, Report writing,CCTV Review,Investigations,Transportations,working with local Authorities, fire alarm drills, Dispatching, using two way radios,booting vehicles, unlocking vehicles,jump starting vehicles, issuing uniformed traffic tickets,Directing traffic. Investigating case reports. Interviewing people/suspects involved in certain crimes and or harassment cases. Responsible for a large student community on and off campus
Security Officer Dec 2014
Vassar Brothers Hospital Poughkeepsie, NY
  • Patrolled the facility and served as a general security presence and visible deterrent to crime and rule infractions. Answered alarms and investigated disturbances. Issued security badges and visitor passes to all guests. Inspected parking lot to verify that vehicles were properly parked and displayed parking permits. Continuously monitored security cameras and fire, building and alarm systems. Ensured HIPAA compliance. Ensured proper care for victims of domestic violence who presented to urgent care clinic. Served as a liaison between patients and physicians to assist patients in understanding their treatment plans. Responsible for the safety and security for new born babies ensuring all security systems are in working order
  • Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents
  • Followed established security and safety procedures and posted orders to include enforcement of company rules, policies and regulations
Security Officer (supervisor) Mar 2005 to Mar 2010
Saint Francis Hospital Poughkeepsie, NY
  • Quickly responded to crisis situations when severe mental health and behavioral issues arose. Taught clients anger management techniques, relaxation skills, impulse control, social skills, emotional coping skills and functional living skills. Monitored patients prescribed psychotropic medications to assess the medications' effectiveness and side effects. Recommended improvements in security systems and procedures. Monitored the entire facility using CCTV while simultaneously performing dispatch duties. Communicated and enforced compliance with state and local laws while emphasizing company standards of professionalism and safety. Patrolled the facility and served as a general security presence and visible deterrent to crime and rule infractions. Reported all incidents, accidents and medical emergencies to law enforcement. Answered alarms and investigated disturbances. Issued security badges and visitor passes to all guests. Continuously monitored security cameras and fire, building and alarm systems.
Armored Guard Sep 2008 to Mar 2010
Titan Armored Newburgh, NY
  • Guarded various amounts of currency in transit to prevent theft. Maintained a professional license through NYS as an Armed Guard. Recorded information such as numbers of items received, destination, contents of packages ,and delivery time at scheduled stops, on a daily guide sheet. Responsible for safe codes of NYS thruways. Responsible for driving large vehicles to client destinations. Serviced various ATM machines in Bank and in various establishments. Maintained a NYS pistol permit
  • Followed established security and safety procedures and posted orders to include enforcement of company rules, policies and regulations
  • Monitored building and property entrances and exits to detect intrusions and protect assets
Loss Prevention Apr 2003 to Apr 2005
K-Mart Poughkeepsie, NY
  • Prepared and reviewed paperwork associated with audits, shortage control programs, apprehensions and disposition
  • Decreased loss by facilitating training programs on loss prevention, policies and operations
  • Trained store asoociates and staff teams on effective policies to support loss prevention initiatives and programs
  • Calculated response to detected theft attempts on basis of age and behavior of suspected perpetrator, erring on side of caution to insulate company from liability
  • Supported theft prosecution by appearing in court hearings to provide eyewitness testimony, offering honest and comprehensive account of events
  • Communicated accident investigation findings, areas of opportunity, and future prevention techniques to drive work forcw initiatives and advance Loss Prevention skill development
  • Conducted thorough investigations of theft-related issues with potential to impact company operations and objectives negatively
Licenses
NYS Security Training Safe inc. Poughkeepsie, Ny, USA

EIGHT AND SIXTEEN HOUR COURSES 

Advanced Campus safety awareness (IACLEA ) Newburgh, NY, USA

ACTIVE SHOOTER AWARENESS.

NYS Firearms course Safe Inc. Cobleskill, NY, USA

FORTY SEVEN HOUR COURSE

KNOWLEDGE ON NYS LAWS, USE OF FORCE ,RANGE INSTRUCTION AND QUALIFICATION.

CPR/FIRST AID /AED American heart association Hyde Park, NY, USA

ADULTS AND INFANTS

NYS TITLE XI/CLERY ACT IACLEA Hyde Park, NY, USA

PROCEDURES AND LAWS ON HOW TO RESPOND AND ASSIST WITH CLAIMS OF SEXUAL HARASSMENT.

FIRE SAFETY TRAINING Health Quest

FIRE EXTINGUISHER USAGE,  DIFFERENT CLASSES OF FIRES.

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Experience
09/2014 to Current
Loss Mitigation/Auto Specialist United Auto Credit Fort Worth, TX
  • Manage a queue of accounts (Inbound/Outbound Calls) Provide customer service regarding collection issues Process and review account adjustments and resolve client discrepancies Responsible for monitoring and maintaining assigned accounts Assisted customers with Extensions, Settlements, and other options available to remedy their delinquency.
04/2004 to 09/2014
Senior Collector/Recovery Specialist Citi financial Irving, TX
  • Manage a queue of accounts (Inbound/Outbound Calls) Communicate, negotiate with borrowers and attorneys or 3rd parties to assist in finding solutions that best serve the customer's needs Assisted customers with Deferments, Customer Assistant Plans, and Settlements in order to resolve accounts Follow up to ensure approvals, process payments.
03/2003 to 04/2004
Administrative Technician Randstad North America Irving, TX
  • Receive incoming consumer documents and file information for future reference.
  • Research missing files for business and customer personal use Locate files for business use and distribute.
  • the appropriate departments.
  • Experience with Imaging programs, copier and fax machines.
04/2001 to 03/2003
Fraud Detection Associate/Risk Associate Irving, TX
  • Addressed customer service inquiries about fraudulent activity in a timely and accurate fashion.
  • Filed claims to assist customers in securing account due to fraud activity Built customer loyalty by placing.
  • follow-up calls for customers who reported questionable changes and charges to account.
  • Experience in Small Business and Partnership Finance Business Units.
Summary
Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Highlights
  • 17 Years of Customer Service Experience Troubleshooting and conflict resolution
  • Ability to prioritize, organize and multitude in a proficiency
  • fast paced environment Proficient with Microsoft Office Suite
  • Excellent verbal, written communication, and Proficient in customer account software
  • relational skills Telecommunications knowledge
  • Strong problem solving ability Excellent computer and analytical skills
Skills
analytical skills, conflict resolution, client, Customer Service Experience, customer service, fashion, fast, fax machines, Finance, Imaging, Microsoft Office Suite, copier, problem solving, Research, Settlements, Telecommunications, Troubleshooting, written communication
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Professional Summary
Career-minded individual who wants to contribute my skills and experience to an organization that promotes personal/professional development and advancement. My experience in the finance industry has enabled me to hone my communication, analytical, and organizational skills.
Skills
  • Accomplished manager
  • Analytical problem solver
  • Customer service
  • Interpersonal skills
  • Highly competitive
  • Self-motivated
  • Strong interpersonal skills
  • Management collaboration
Interests
COMMUNITY ACTIVITIES - For several years I served as a United Way Team Captain. I also volunteered for many corporate events which benefited local charities, and focused on the importance of community involvement and corporate responsibility.
Work History
12/2016
Manager II Chase Fort Worth, TX
  • Managed call center for commercial specialty finance portfolio servicing over 45,000 clients nationwide.
  • Responsibilities: managing 8-10 customer care representatives, research and resolving all escalated call issues, implementation of resiliency plan, and creating several department procedures.
  • Worked closely with management across many lines of business within and outside the bank.
01/2001 to 01/2002
Account Specialist Equity Residential Properties Plano, TX
  • Collection of delinquent accounts of former tenants from various apartment communities throughout the country.
  • Portfolio consists of 1 accounts.
01/1998 to 01/2001
Citifinancial Mortgage, The Associates Coppell, TX
01/1990 to 01/1996
Loss Mitigation Specialist/Bankruptcy Specialist The Associates
  • Duties included: skiptracing, telephone and field collections, recovery and liquidation of auto and consumer loans.
  • In addition, I was trained and kept up to date with all FDCPA and bankruptcy laws.
  • Responsibilities: collections of various loans, including both secured and un-secured loans.
  • I was responsible for managing a portfolio of 400-600 accounts.
  • As a specialist, I received collector of the month numerous occasions and was consistently a top performer.
01/1997 to 01/1998
Recovery Specialist Fidelity Funding Dallas, TX
Duties: skiptracing, telephone collections of auto secured loans Responsibilities: locating, recovering, and liquidation of automobile secured loans.
  • This required coordination between repossession agents and auctions nationwide.
  • Education
    1983
    Diploma:
    Duncanville High School -
    1986

    Mountain View College -
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    Career Focus

    Driven, detail oriented professional with a record of top performance and the proven ability to contribute to the achievement of company objectives. Experienced with customized and portfolio products with borrowers from a wide, diverse and demographically varied profile. Underwriting, Quality Control & Due Diligence experience within a financial industry.

    Summary of Skills
    • Credit and Assets Analysis Risk Management
    • Fraud Investigation Appraisal Report Review
    • Property Analysis/Comparables Property Appraisal Analysis
    • Review Clearing and Finding Portfolios Management
    • 10+ years of mortgage work experience
    • Working knowledge of mortgage lending statues (e.g., TIL, RESPA, ECOA)
    • Exception Clearance Communication Software
    Professional Experience
    Sr. Quality Auditor 04/2014 to Current Pacific Union Financial Irving, TX
    • Audit loan file in compliance with agency and/or private investor guidelines. Which included, but is not limited to eligibility, calculation & analysis and documentation of income, assets, liabilities and borrower and mortgage program eligibility.
    • Perform data integrity check of Automated Underwriting System.
    • Perform desk review of appraisal for data, validity of comparables, value conclusion, and if repairs were required to meet safety and soundness requirements.
    • Identify documentation for re-verification.
    • Review and identify fraud red flags for elevation to fraud department.
    • Accurate input of all loan information utilizing our Quality Control Review software
    • Product types Pre-funding, HELOC/Second Mortgages, Adverse Action, and Fraud Investigations.
    Underwriter II/ Auditor 01/2012 to 07/2013 Randstad Finance & Accounting Dallas, TX
    • Member of Quality Assurance team whose main function is auditing files for types of residential loans(Conventional, FHA, Fannie Mae, DOJ & VA) ensure the mortgage loan files are in compliance with mortgage underwriting guidelines and state and federal reporting guidelines (RESPA, HMDA, and HOEPA Section 32).
    • Verify all documentation associated with mortgage originations including income, assets, credit, appraisal and title information adhere to specified underwriting guidelines to fulfill FHA, VA, Fannie Mae and agency loans.
    • Used automated systems and traditional manual underwriting calculations to determine acceptability of the loan presented to the program.
    • Promptly and accurately reviewed files within specified time lines to issue pre-approvals and final approvals.
    • Ensure accuracy between files, LOS (TMO) and final AUS findings and that appraisal and title insurance are provided by an approved vendor and responsible for meeting productivity, and Quality Assurance goals as required by management.
    REO Foreclosure Analyst - Portfolio Manager 07/2009 to 12/2011 Fannie Mae Dallas, TX
    • Manage the foreclosure and eviction process for foreclosed properties. Minimize timelines to reduce credit risk. Collaborate as needed with internal and external vendors.
    • Review, research, identify, and resolve title issues for foreclosed properties.
    • Coordinate with internal staff, external vendors, title companies, and title attorneys. Act as liaison between title vendors and servicers.
    • Ensure prompt submission of primary mortgage insurance (MI) claims. Reconcile MI payments.
    • Manage closing process for re-sold properties. Order title vendors.
    • Resolve issues preventing final disposition of REO properties. Process lender losses on foreclosed properties. File Government and Conventional 2035 claims. Reconcile claims daily. Prepare reports. Analyze, review, and monitor vendor performance.
    • Perform periodic analyses and review of data. Investigate questionable data. Advise senior staff regarding current status and outstanding items.
    • Conducted on-site reviews and recommend potential new customers, where applicable. Evaluate customer staff capabilities to integrate the firm's work rules with customer's servicing operations.
    Loss Mitigation Analyst 10/2007 to 02/2009 Barrett, Daffin, Frappier Turner and Engel, LLP - Ndex Title Services, LLC Addison, TX
    • Managed California foreclosure files from referral to REO to ensure compliance with all applicable codes and regulations; prepared, reviewed, executed and properly recorded required notices within the proper timelines as required by local, state, and federal laws.
    • Reviewed files throughout the foreclosure process to ensure compliance with the FDCPA; properly documented any communication made with the debtor/borrower; ensure proper security measures are strictly followed regarding privacy and disclosure practices.
    • Reviewed and analyzed issues arising from debtor/attorney disputes including compliance issues, qualified written requests (QWR), TILA and RESPA complaints, validity of debt requests, wrongful lawsuit claims, temporary restraining orders, lis pendens, and general inquiries initiated by the debtor/borrower.
    • Reviewed HUD-1, trustee sale guarantees, title commitments, sale endorsements, publication endorsements and other title reports and pursued any necessary pre-sale or post sale curative measures, such as filing title claims and initiating quiet title actions, to provide the client/beneficiary with clear and marketable title.
    • Performed Pre-sale/Active foreclosure/Post-sale audits and performed subsequent curative measures on foreclosure and Deed in Lieu of Foreclosure files to meet FNMA/CFPB/OCC/Litigation compliance requirements.
    • Reviewed debtor Bankruptcy cases for dismissals, discharges, motions and orders of relief from stay in order to assess proper compliance with bankruptcy laws.
    • Negotiated with third party purchasers in foreclosure sale rescission cases due to bankruptcy filings, loss mitigation agreements and any other agreements between the debtor and creditor.
    • Reviewed and monitored lawsuits filed against our law firm, trustee, or clients including wrongful foreclosure suits, temporary restraining orders, tax issues, and third party claims.
    • Assisted in-house attorneys in the auction of properties throughout Texas.
    Title Manager 09/2004 to 10/2007 Lenders First Choice Frisco, TX
    • Managed a team of 35-40 title curative and title examination responsibility of managing escalated Foreclosure and REO files that have complex title related issues.
    • Delegation of clients title resolution request to the appropriate staff for consideration.
    • Maintained a working understanding of Judicial and Non-Judicial foreclosure processes. Complex risk evaluation and underwriting of files through Internet research, reviewing state real-estate statutes and discussions with national underwriters, attorneys and clients.
    • Planned and initiated development of analytic tools to monitor production, implement efficiencies, and reduce costs.
    • Worked closely with senior management team to develop and maintain policy and procedures and ensure the title underwriting activities are accurate and in compliance.
    Senior Title Examiner 02/2003 to 03/2004 First American Lenders Advantage Lewisville, TX
    • Duties include solving title problems, ordering payoffs and subordinations, reviewing documents prior to closing and coordinating the closing.
    • Handling escalated issues involving more complex title curing and building relationships with client.
    Education
    Bachelor of Science 2001 University of Texas Arlington, TX