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Competencies
Demonstrated experience with Data Entry & Typing Accuracy.
Demonstrated experience with Report Preparation & Documentation.
Demonstrated experience with Effective Verbal & Written Communication.
Demonstrated experience with Customer Service & Client Support.
Demonstrated experience with Problem Solving & Troubleshooting.
Education
Summary
Professional profile
Experience
SPOC Default Specialist
Serves as a primary point of contact for borrowers navigating government-mandated loss mitigation programs and repayment solutions designed to resolve mortgage delinquency.. Guides borrowers through complex program requirements, documentation, and timelines while providing clear, accurate, and empathetic support.. Collaborates with internal teams and servicing partners to facilitate timely resolutions and help borrowers restore delinquent loans to current status.
Loss Mitigation Closing Coordinator
Collaborated with oversight and compliance teams to maintain alignment with updated policies and audit standards.. Reviewed 10–20 loans daily to ensure all documentation met investor and county guidelines.. Evaluated final workout agreements returned by borrowers for accurate signatures and notarization.. Created and maintained detailed tracking reports to monitor loan status, documentation accuracy, and closing timelines, ensuring all files met investor and regulatory requirements.
Customer Ally Advocate
Managed a high-volume caseload of at-risk borrowers and successfully negotiated mutually beneficial repayment solutions.. Reduced delinquency rates by implementing effective loss mitigation strategies and closely monitoring portfolio performance.. Improved client satisfaction levels by providing prompt and efficient assistance in resolving financial challenges.
Customer Care Advocate
Assisted customers with general inquiries regarding mortgage loans, including tax and insurance questions, monthly payment changes, and the refinancing process.. Maintained up-to-date knowledge of evolving investor requirements.. Provided exceptional customer service, ensuring all information provided was accurate and delivered in a timely manner.