Arnita Trahan-Jackson
PHOENIX,Arizona
Summary
Hard-working professional with 20 years of Mortgage experience and a proven knowledge to obtain a challenging position in a role to utilize mortgage servicing experience and customer service for a company with growth potential. Stable and reliable, over 20 years of excellent Loss Mitigations and mortgage related customer service and call center experience.
Overview
21
21
years of professional experience
Work History
Loss Mitigations Specialist Underwriter
Loancare/Servicelink
04.2018 - 10.2024
- Review loss mitigation package documents within 29 days to determine if the homeowner qualifies for a loss mitigation options to avoid foreclosure.
- Report information to investor, client, and insurer
- Educate homeowners about all loan modification programs, forbearance plans, repayment plans, short sales, and deeds in lieu options as applicable in a call center environment.
- Calculate income, expenses to determine affordability in accordance with investor guidelines.
- Send out approval/decline letter.
- Followed all company policies and procedures to deliver quality work.
- Managed a flow of both incoming and outgoing calls a day of 80 to 100 calls a day while sometimes using an auto dialer.
Closer
New West Lending
06.2017 - 02.2018
- Ensure suspense conditions are sent to the investor in a timely manner
- Make sure documents are valid and all documents are included in the file
- Review files for accuracy and obtain missing or inaccurate information
- Stack loan files in specific order and upload to investors
- Balancing CD and Settlement Statements with Tittle to close.
- Make sure all fees disclosed and conditions met
- Draw docs for signing within allowed time frame while within regulatory guidelines.
- Closed deals by building strong rapport with clients and addressing their needs.
Customer Relations Specialist
Nationstar Mortgage
05.2013 - 06.2017
- Review initial loan application and work with the borrower to gather appropriate documentation.
- Create a loan submission package for Underwriting.
- Communicate with other professionals, including attorneys, BBB, CFPB and corporate leaders regarding complaints ie.. Loan modifications, billing, payments, assumptions, PMI removal requests, appeals.
- Submit a verbal appeal to the intake department for re-evaluation.
- Work special projects for management.
- Take inbound escalated phone calls with regards to complaints.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Follow each complaint through to resolution.
- Generate and mail resolution letter to all parties involved.
- Consistently met or exceeded monthly targets, contributing significantly to the department''s success.
- Logged call information and solutions provided into internal database.
Funder
Freedom Mortgage Corporation
03.2012 - 05.2013
- Prepare loan documents for signature.
- Verifies accuracy of loan file, interest rate, sales price, loan amount, vesting.
- Verify lock confirmation for not only interest rates, but also lock expirations.
- Verify funding package for accuracy of signatures and investor requirements.
- Generates funding to title companies.
- Inputs closing dates and fee information into the computer system.
- Order/send wires transfers for funding.
- Funded 10 to 15 files a day.
Process Support Specialist
Bank of America
01.2008 - 02.2012
- Supports a portfolio of loans in default or imminent default loans with a focus on loan modifications, document validation and case management including completing tasks and assignments in a timely manner.
- Complete understanding and utilization of appropriate options for borrowers, such as Collections 90 day + accounts, Repayment plans, Forbearance, and various Modification programs.
- Document loan history, respond to business and advocacy partner inquiries, research and/or prepare documentation, and analyze requests in accordance with established guidelines to determine appropriate courses of action.
- Handle complex levels of transactions related to Loan Modifications with limited supervision.
- Order escrow analysis and appraisals.
- Complete daily task and duties and along with an ability to follow and execute policies, procedures, and protocol required to complete assigned tasks.
- Contact homeowner to request needed docs set level of expectations upon receipt.
Originator
Wells Fargo Home Mortgage
11.2003 - 11.2007
- Inbound call center taking credit applications for new loans and refinance.
- Support center objectives for quality.
- Support training needs as required by management.
- Check status of pending applications, sending out loan docs and submitting applications for convention loans, while staying within FHLMC, FNMA guidelines
- Worked with underwriters to fix application problems and resolve issues.
- Contributed towards achieving branch sales targets through consistent performance in meeting personal goals as well as supporting team members when needed.
- Intake applications for Heloc, Heloan via telephone setting the correct processing expectations
- Quote interest rates
Education
High School Diploma -
Lincoln Prep High School
San Diego, AZ06-1995
Skills
- Black Knight
- Sales Force
- LPS
- Word
- Excel
- Doc Magic
- Encompass
Timeline
Loss Mitigations Specialist Underwriter
Loancare/Servicelink
04.2018 - 10.2024
Closer
New West Lending
06.2017 - 02.2018
Customer Relations Specialist
Nationstar Mortgage
05.2013 - 06.2017
Funder
Freedom Mortgage Corporation
03.2012 - 05.2013
Process Support Specialist
Bank of America
01.2008 - 02.2012
Originator
Wells Fargo Home Mortgage
11.2003 - 11.2007
High School Diploma -
Lincoln Prep High School