ADRIA MONROE

• Researched and analyzed borrowers' financial information to determine eligibility for loan modification programs.
• Provided assistance to underwriters in the review process of loans.
• Reviewed documentation from third parties to ensure accuracy before submitting them to underwriters.
• Maintained accurate records of all loan transactions in database systems.
• Reviewed and evaluated borrowers' income, expenses, assets, liabilities, credit history and other pertinent documentation.
• Provided guidance and assistance to customers throughout the loan modification process.
• Assisted in resolving customer inquiries regarding loan modifications and foreclosure prevention options.
• Verified income of borrower and gathered credit information.
• Informed customers of loan application requirements and deadlines.

• Reviewed and analyzed financial statements of potential borrowers to determine credit worthiness.
• Analyzed customer payment histories to assess credit risk profiles.
• Assessed loan requests for accuracy, completeness and conformance with established lending guidelines.
• Developed strategies to manage delinquent accounts and reduce overall portfolio risks.
• Reconciled customer accounts to identify delinquencies or disputes, documenting root causes.

• Developed and deepened relationships with new and existing clients to advance progress and improve business.
• Explained advantages and disadvantages of available financial products to customers to maximize satisfaction.
• Developed and expanded financial planning relationships with customers through loyal and dedicated service.
• Promoted business to increase customer base and grow revenue.
• Kept abreast of financial impact of clients' life changes to meet needs and target new areas of growth.

-Provide information regarding benefits/terms of forbearance plans, forbearance approval letter and post forbearance options.

-Input the appropriate code into the Wells Fargo System if the customers wishes to extend, not extend or opt out of the forbearance plan.

-Process Consumers’ payments within Easy Pay Plus if requested by customer.

- Resolved customer problems with speed and professionalism to maintain high satisfaction ratings

- Passed daily schedule adherence goals by 90% and end-of-month goals by 90%. Maintain a quality call monitoring of 90% month over month.

-Supported special projects upon request from the department manager.

• Orchestrated startup and opening of AMON Essentials, LLC and provided business development, creation of operational procedures and workflow planning
• Provided materials and opportunities for consumers to understand each product.
• Designed rewards and incentives to increase sales.
• Developed educational materials to potential consumers that will enhance knowledge of Cannibidiol (CBD) products and benefits to the body.
• Created and Conducted workshops focused on the education of consumers of all products.
• Monitor online sales and provide timely shipments of products offered with guaranteed results.
• Negotiated with vendors to acquire products at discounted prices.
• Trained individuals to equip them with the skills to use all products that will improve comfort and wellness.
• Demonstrated great verbal/written communication and leadership skills to effectively train and promote a positive environment.
• Promoted business on social media platforms to maximize brand identity and generate revenue

• Initial underwriting review of term and whole life insurance policies submitted by agencies from across the country. Which includes review of the insureds Motor Vehicle Report, Prescription Drug History, Lab Results, etc. to determine the insurability risk.
• Analyze the data that the algorithms have set to determine if the risk assessment is correct.
• Process whole and term life insurance policies within 24 hours of all required documentation submitted from the agencies.
• The authority to underwrite policies with preferred ratings up to 3 million dollars in value.
• Orchestrating policies that are not eligible for algorithmic process to the proper senior underwriter to be completed.
• Open communication with the insurance agency to provide updates of each policy submitted until completion.

• Learning and applying policy for the continuous changes of Family and Children Medicaid and Food and Nutrition Services Cases
• Managing a Case Load of an average of 200+ clients for recertification for FNS and Family and Children services within a 30-60 day timeframe.
• Implementing changes to ongoing cases that the client is required to report to the agency
• Send out proper correspondence required by state law regarding any updates to the case
• Maintain an open line of communication with the clients through email, phone, and written correspondence

• Obtained income, asset and financial information to determine program eligibility such as Food and Nutrition Services, Family and Children's Medicaid, Work First, and Refugee Assistance.
• Face to Face contact with clients explaining the eligibility requirements for hardship assistance. Next steps necessary in order to complete process.
• Acquire updated state and federal policies to maintain compliance.
• Took part in staff trainings, workshops and meetings to build upon a developed skills set and gain a better understanding of tasks and responsibilities.
• Handled the processing of client applications and followed all confidentiality procedures to keep data safe.
• Conducted Side-by-Sides for new employees to observe the full interview process and provided techniques to help them retain the information needed to conduct each task.

• Review and manage a select assigned group of files for all loss mitigation options that will resolve delinquency for both the company and the client.
• Be the client advocate and the single point of contact for the borrower throughout the workout process.
• Maintain constant communication with other departments (Underwriting, Foreclosure, etc.) on behalf of the client.
• Retain extensive knowledge of the waterfall treatment options as it pertains to the investor (FHA, Freddie Mac, Fannie Mae, etc.).
• Maintain updated policies and procedures of each investor in order to insure compliance.
• Request foreclosure postponements on loans that are being reviewed for workout options.
• Created agendas and communication materials for team meetings and huddles.

• Assist clients with all required documents for loan modification review.
• Upload various documents to the appropriate accounts sent in by clients via email or E-fax to insure accuracy of clients review in a timely manner.
• Supported Underwriting Department by compiling paperwork and taking detailed notes documenting the specifics of each case.
• Extensive communication with clients via email or phone, making sure to have an attempt with each client at least every 3 days to provide feedback and updates on their review for assistance.
• Request foreclosure postponements on loans that have a scheduled foreclosure sale date, but are being reviewed for a modification.

• Reviewed mortgages for the Home Affordability Modification Program (HAMP) for clients at risk of home foreclosures
• The ability to reason and determine the optimal resolution for home retention or liquidation such as: modifications, full payoff, Short Sale, Forbearance Plans, Deferments, etc.
• Educate the client on what options where available to them and provide details describing exactly what is required to move forward.
• Provided feedback to training staff on ways to provide a better experience for the clients by improving our procedures.
• Document accounts with summaries explaining the reasons for default and resolution possibilities.

• Recruited to process commercial back-end loans including inbound and outbound.
• Achieve all policy/procedure requirements.
• Meet/exceed personal goals on a monthly basis.
• Interfaced with customers to bring accounts current with suitable repayment plans.
• Utilized skip tracing resources such as background checks and loan documents.
• Handled irate customers smoothly to achieve performance targets.