Jan 2021 – Oct 2022 · 1 yr 9 mos · Remote

• Responsible for sending closing instructions and reviewing prelim CD, Initial CD and final CD to assure adherence with Regulatory and Investor guidelines. (Conv/FHA/VA/USDA)
• Delivering CD for borrowers consent and for title to review.
• Ensuring prior to wire conditions are met and disclosing final closing package to Title Company.
• Responsible for transitioning new clients and suggesting improvements for process betterment.
• Hands on experience of working in different LOS (Mortgage Bot, Epic, Encompass, H20).

Dec 2015 – Dec 2020 · 5 yrs · Mangalore Area, India

• CSD (Customer Service Desk) and Closing Department
• CSD
• Managing rush requests, inquiries, escalations and feedback received concerning any departments within ROC. Primarily appraisal and Insurance.
• Conducting analysis to determine the cause of escalation and suggesting improvements to process owners.
• Piloting special projects on a periodical basis, to ensure primary processes are managed efficiently and sharing opportunities, errors with the process owners.
• Managing daily reports for the team.
• Closing Department
• Responsible for sending closing instructions and reviewing HUD-1 Settlement statements to assure adherence to Regulatory and Investor guidelines.(Conv/FHA/VA/USDA)
• Delivering CD for borrowers consent and for title to review.
• Ensuring prior to wire conditions are met and preparing final CD for closer to review.
• Preparing bond documents which need to be signed at the time of closing.

Feb 2013 – Dec 2015 · 2 yrs 10 mos · Bangalore

• Home Retention Department
• Formulate resolution plans with forbearance agreements, loan reinstatement, and loan modification (HAMP, SAM& In-House), deed in lieu, pre-approved sale and total debt payoff.
• Negotiate all aspects of plan with customers and third parties. Manage the resolution of loans assigned in a timely manner.
• Timely completion of weekly performance reports and special assignments.
• Resolution of customer inquiries.
• Timely follow up to all workflows, calls (inbound and outbound), and management of portfolio.
• Research Department
• Handle customer’s disputes received by fax, email, mail and phone calls.
• Carry out detailed and accurate analysis of the customer's query in order to provide a complete and correct response.
• Coordinate with concerned departments to obtain data/details required to respond effectively and within TAT to customer queries.
• Quality Check of analysis performed and resolution provided by associates, before sending out the final letter to borrower/ attorney/ authorized 3rd party.
• Assisting other departments to ensure their daily work is managed effectively.
• Maintaining and updating of research procedures and training manuals.
• Providing floor support and handling supervisor calls.

Jun 2010 – Sep 2012 · 2 yrs 3 mos · Mangalore Area, India

• Appraisal Process
• Quality check of Apprsaisal reports before delivering to client.
• Following up with appraisers for revised report after providing rebuttal or requesting corrections.
• BPO (Broker price opinion)
• Quality check of BPO reports before delivering to client.
• Research on BPO with TAX ID mismatch/Address Verification.
• Follow up with the FA(Field Associates) to ensure orders are delivered to client in timely manner.

Oct 2007 – May 2010 · 2 yrs 7 mos · Bangalore

• Inbound and Outbound calling on delinquent accounts
• Review customer’s financial situation for retention / liquidation programs
• Preparing modification agreements and follow up for successful completion
• Ensuring Migrations are managed effectively
• MIS – preparing reports for effective workflow management and work distribution