Amanda Scott Robinson
Wilmer,TX
Summary
Involved with the mortgage industry for more than 15 years in total with 9 has been a Team Lead, Direct experience with underwriting retail, correspondent and MHA, FHA/VA, HFI (Hamp & Non-Hamp). Experience with underwriting DU and LP findings according to Fannie Mae and Freddie Mac guidelines. General strengths include being hands on with verifying the accuracy and thoroughness of loan, computer skills include Microsoft Office (Word, Excel), Windows 95/98, AS400, Workflow, LPS, and Citrix.
Overview
27
27
years of professional experience
Work History
GTM
Claim Return LLC
06.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Developed and maintained courteous and effective working relationships.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Call Center Rep
TitleMax
03.2023 - 04.2024
- Audits and reviews Motions for Relief, Agreed Orders, and Notices of Default for accuracy and thoroughness and coordinates corrections as necessary on any Bankruptcy Chapters
- Verifies/research borrower payment history and resolves payment posting discrepancies (i.e
- Ledger Balancing)
- Responds to inquiries from internal departments regarding bankruptcy related issues
- Handles highly escalated inquiries
- Provide management with recommended solutions to bankruptcy agreements or disputes
- Handles more complex tasks and manual calculations of figures such as Motions for Relief and Proof of Claim figures
Bankruptcy Specialist I
Carrington Mortgage
10.2019 - 01.2023
- Audits and reviews Motions for Relief, Agreed Orders, and Notices of Default for accuracy and thoroughness and coordinates corrections as necessary on any Bankruptcy Chapters
- Verifies/researches borrower payment history and resolves payment posting discrepancies (i.e
- Ledger Balancing)
- Responds to inquiries from internal departments regarding bankruptcy related issues
- Handles highly escalated inquiries
- Provide management with recommended solutions to bankruptcy agreements or disputes
- Handles more complex tasks and manual calculations of figures such as Motions for Relief and Proof of Claim figures
Client Service Rep
CoreLogic/Staffmark
10.2018 - 03.2019
- Interfaces with customers to resolve 1st and 2nd tier/escalated customer service issues inbound calls
- Investigates, analyzes, coordinates and tracks moderately complex customer issues
- Conducts research as needed
- Escalates issues for action as appropriate to more senior or specialized staff for immediate action
- Creates and maintains logs, reports, records and files
- Makes proactive calls to determine issues requiring close attention, identifies problems and works through to resolution
- May interface with offshore call center to answer questions on process or specialized situations
- May perform order fulfillment
- Receives orders, reconciles information, tracks on spreadsheets, and follows up with customers
- May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments
- Performs other duties as assigned, such as special projects
Bankruptcy Specialist I
Carrington Mortgage
04.2018 - 10.2018
- Audits and reviews Motions for Relief, Agreed Orders, and Notices of Default for accuracy and thoroughness and coordinates corrections as necessary on any Bankruptcy Chapters
- Verifies/researches borrower payment history and resolves payment posting discrepancies (i.e
- Ledger Balancing)
- Responds to inquiries from internal departments regarding bankruptcy related issues
- Handles highly escalated inquiries
- Provide management with recommended solutions to bankruptcy agreements or disputes
- Handles more complex tasks and manual calculations of figures such as Motions for Relief and Proof of Claim figures
Bankruptcy Specialist II
National Bankruptcy Services, LLC
08.2015 - 01.2018
- Prepare and File Proof of Claims
- Review debtors’ schedules, plan and intentions
- Refer files to outside council for Motion for Relief, Trustee Abandonment or Plan Objections
- Conduct research on bankruptcy matters to assist outside council
- Monitor and review bankruptcy payments
- Respond to court or attorney inquiries
- Conduct discharge audit for completed files
- Set up payment plans on negotiated Agreed Orders
- Review incoming mail
- Audit attorney invoices
- Responsible for oversight of vendors and completion of audits on processes to ensure compliance with investor and bankruptcy guidelines
- Responsible for ensuring all investor guidelines are met
- Responsible for additional tasks as assigned
Bankruptcy Specialist
Newbold Advisors LLC
08.2014 - 08.2015
- Prepare and File Proof of Claims
- Review debtors schedules, plan and intentions
- Refer files to outside council for Motion for Relief, Trustee Abandonment or Plan Objections
- Conduct research on bankruptcy matters to assist outside council
- Monitor and review bankruptcy payments
- Respond to court or attorney inquiries
- Conduct discharge audit for completed files
- Set up payment plans on negotiated Agreed Orders
- Review incoming mail
- Audit attorney invoices
- Responsible for oversight of vendors and completion of audits on processes to ensure compliance with investor and bankruptcy guidelines
- Responsible for ensuring all investor guidelines are met
- Responsible for additional tasks as assigned
QC Auditor
MetLife Home Mortgage
02.1998 - 01.2012
- Render and communicate decisions that most effectively mitigate the risks present in the case file, including data integrity and validity of information submitted to company and all risk factors related to credit, income, assets, appraisal, title, survey and compliance
- Verify case file data, including findings and calculations to determine loan compliance
- Reviewed DU findings, Income documentation, sales contracts, title reports, appraisals, and credit reports to insure loan is within Fannie Mae guidelines
- Audit legal packages to ensure compliance with investor and regulatory guidelines
- Required to review a minimum of 10 loans daily
- Provide regular status updates to correspondents, vendors and borrowers, as applicable
- Collateral Vault Filing, Indexing, Coping, and Prepping, checking the work that the auditors complete, Special Projects, Auditing, Contacting Branches, Writing Reports daily\weekly\ monthly, Staffing
Education
GED -
Waxahachie High School
Waxahachie, TX01.2011
Skills
- Problem-solving skills
- Claims review
- Customer focus
- Quality control tools
- Customer support
- Written and verbal communication
- Call center experience
- Data entry
- Quality management systems
- Telephone etiquette
- Inbound phone calls
- Communicating with clients
Timeline
GTM
Claim Return LLC
06.2024 - Current
Call Center Rep
TitleMax
03.2023 - 04.2024
Bankruptcy Specialist I
Carrington Mortgage
10.2019 - 01.2023
Client Service Rep
CoreLogic/Staffmark
10.2018 - 03.2019
Bankruptcy Specialist I
Carrington Mortgage
04.2018 - 10.2018
Bankruptcy Specialist II
National Bankruptcy Services, LLC
08.2015 - 01.2018
Bankruptcy Specialist
Newbold Advisors LLC
08.2014 - 08.2015
QC Auditor
MetLife Home Mortgage
02.1998 - 01.2012
GED -
Waxahachie High School
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