Aldrienia Scott
Suffolk,VA
Summary
Resourceful Associate dedicated to mentoring and educating new team members. Thorough resource on internal company policies and procedures. Driven attitude toward providing customer care within business environment. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Resolution Associate
Spring Oaks Capital
Chesapeake, VA
11.2023 - Current
- Reviewed files, recordings and other documents to obtain information to respond to requests.
- Ensured compliance with company safety regulations at all times while on the job.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Collaborated with other departments to resolve disputes in a timely manner.
- Reviewed accounts to determine payment plan compliance.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Answered customer questions regarding account discrepancies or problems.
- Managed approximately 100-175 inbound and outbound calls daily.
- Contacted customers with delinquent accounts to solicit payment.
- Generated regular reports on collection activity and performance metrics.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
Collateral Underwriter Team Lead
AnnieMac Home Mortgage Powered by OVM Financial
Virginia Beach, VA
10.2020 - 09.2023
- Consulted with clients regarding appraisal requirements and guidelines.
- Communicated effectively with management regarding potential problems or issues that may arise during the course of an appraisal review.
- Interfaced regularly with other departments such as Loan Processing, Closing, Credit Risk Management.
- Examined documents to determine degree of risk from health, financial standing and value and condition of property.
- Entered and maintained risk information in various information systems.
- Evaluated loan applications and appraisals to ensure accuracy and compliance with lending standards.
- Compiled monthly reports summarizing key performance indicators for executive review.
- Monitored appraisal process performance metrics including turn times, quality assurance scores, customer feedback ratings.
- Worked with colleagues to review, accept or deny new and renewal business.
- Researched complex valuation issues using a variety of resources such as public records databases, county tax assessment rolls, MLS listings.
- Understood and followed oral and written directions.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed day-to-day duties accurately and efficiently.
Renovation Trainer/Appraisal Underwriter
Movement Mortgage
Virginia Beach, VA
05.2014 - 07.2016
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Conducted training classes for employees on features and operation of products, client tools and processes.
- Recommended changes or improvements in existing training processes as needed.
- Provided feedback on employee performance based on observed results during training sessions.
- Completed day-to-day duties accurately and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Gathered and analyzed information from multiple sources such as public records, surveys.
- Successfully handled high caseload on strict schedule.
- Assessed land use regulations that may impact a property's valuation.
- Maintained contact with sales team throughout the appraisal process to keep them informed of progress.
- Standardized fair, equitable and uniform systems of assessing different types of appraisal reports to determine if they meet lender and government guidelines.
- Reviewed property records and performed research to determine ownership of properties.
- Reviewed appraisals according to federal and USPAP guidelines.
Loan Processor
Movement Mortgage
Virginia Beach, VA
05.2014 - 07.2016
- Analyzed loan applications and supporting documents to determine eligibility for approval.
- Submitted loan applications to underwriting department for review and approval process.
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
- Developed relationships with clients, real estate agents, lenders, title companies and attorneys throughout closing process.
- Managed conditions sent from underwriting departments.
- Collaborated with underwriters to resolve any discrepancies in applicant's financial profile or documentation issues.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Calculated income, assets and liabilities to meet lender requirements.
- Structured loan packages by properly analyzing credit reports, income and asset documents.
- Verified client financial information to determine creditworthiness and loan eligibility.
- Filed completed packages quickly and efficiently.
- Supported loan officiant and underwriter teams by ensuring timely, judicious and accurate loan processing.
- Informed customers of loan application requirements and deadlines.
Education
Science
American Public University System
Charles Town, WVSkills
- Data Entry
- Management Support
- Preparing Reports
- Workplace Safety
- Service Assistance
- Client Engagement
- Decision-Making
- Issue Resolution
- Customer Engagement
- New Hire Training
- Time Management
- Relationship Building
- Practice Management
- Performance Improvement
- Strategy Development
- Multiple Priorities Management
- Process Improvement
- Customer Relationship Management (CRM)
- Oral Communication
- Attention to Detail
- Courteous and Professional
- Policy Implementation
Certification
- VA SAR and Federal Direct Endorsement
Accomplishments
- Top performer for 4 months consistently won trip to Jamaica April 2023-OVM Financial, LLC
- Employee of the month for the 2nd quarter-Movement Mortgage
- Bronze award top performer over 6 month consistently-Bank of America
References
References available upon request.
Timeline
Resolution Associate
Spring Oaks Capital
11.2023 - Current
Collateral Underwriter Team Lead
AnnieMac Home Mortgage Powered by OVM Financial
10.2020 - 09.2023
Renovation Trainer/Appraisal Underwriter
Movement Mortgage
05.2014 - 07.2016
Loan Processor
Movement Mortgage
05.2014 - 07.2016
Science
American Public University System