Brandi Branch
Glenn Heights,TX
Summary
Resolute and knowledgeable individual with loss mitigation experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
17
17
years of professional experience
Work History
Loss Mitigation Specialist SPOC
Selene Finance LP
05.2024 - Current
- Received 65-70 inbound calls and made outbound calls to customers, attorneys, realtors and other authorized parties on the account and educates them on options available to resolve delinquencies.
- Remained updated with latest information related to mortgage products and services being offered.
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
- Discussed property liquidation options with customers.
- Achieved successful loan modifications through diligent analysis of borrower financial information and negotiation with lenders.
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
- Ensured compliance with all relevant regulations and guidelines by diligently reviewing loss mitigation documentation and procedures.
- Assessed loan portfolios for compliance with underwriting policies.
- Optimized work processes through effective time management techniques, enabling consistent delivery of high-quality results under tight deadlines.
HOME SOLUTIONS SENIOR REPRESENTATIVE
Nationstar Mortgage DBA Mr., Cooper
10.2021 - 09.2023
- Managed portfolio of 75-90 inbound calls per day
- Document loan history, respond to customers, investors, vendors and authorized third party inquiries
- Assist customer with finding best options to avoid foreclosure
- Review and assist with escrow analysis inquiries for overages and projected negative balance and options
- Discuss options for mortgage insurance removal
- Assist with overflow of escalation calls
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through loss mitigation process.
- Assessed loan portfolios for compliance with underwriting policies.
- Monitored pipelines to track and log status of loans.
- Certified in escrow as well as mortgage insurance
BILLING CUSTOMER SERVICE REPRESENTATIVE
Baylor Scott and White Medical Center
12.2019 - 04.2021
- Managed 75+ calls per day from customers inquiring about billing, payment plans, and financial assistance
- Researched and resolved claims billing issues on customers' accounts
- Tracked all pending authorizations to ensure timely payments to avoid revenue loss/delay
- Communicated effectively with staff, including members of operations, finance, and clinical departments
- Followed up promptly on all unresolved cases from previous shifts
EXPRESS CLAIMS ASSOCIATE
State Farm Insurance Company
04.2016 - 05.2019
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures
- Managed 50+ calls per day for express claims to ensure timely payout
- Educated customers on claims process
- Applied claim handling procedures to process claims, initiate payments, and close claim files
- Reviewed outstanding requests and redirected workloads to ensure timely completion of projects
- Worked productively in fast-moving work environment to process large volumes of claims
- Generated, posted, and attached information to claim files
- Interviewed policyholders to verify information and obtain additional details
BENEFIT VERIFICATION SPECIALIST
United Healthcare Student Resources
03.2011 - 04.2012
- Verified patients' insurance benefits via online resources or by phone call
PROVIDER RELATIONS SENIOR ASSOCIATE
Cigna
12.2007 - 02.2011
- Initiated and maintained effective channels of communication with providers and facilities
- Educated providers via phone/email on claim submission, contract language, and negotiated rates
- Obtained and examined all relevant information to assess validity of complaints to determine probable causes, such as contracting issues
- Priced and reviewed 50-150 claim disputes per day via Facets system or Networx Pricing, resubmitting errors for corrective action of underpayments
Education
BACHELOR OF SCIENCE -
Strayer University
Washington, DC01.2025
HIGH SCHOOL DIPLOMA -
A. Maceo Smith High School
Dallas, TX05.1998
Skills
- Call De-escalation Skills
- Data Entry
- Strong Verbal Communication
- Customer Account Management
- Claims Adjustments
- Claim Processing
- Initiative-taking Professional
- Closing Disclosures
- Account Management Software
- Electronic Systems
- Bankruptcy knowledge
- Coordinating records
- Default Management
- Portfolio Management
- Data Interpretation
- Loan Modification
- Foreclosure Prevention
- Mortgage servicing understanding
- Underwriting processes
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Excellent Communication
- Customer service-focused
- Organizational Skills
Timeline
Loss Mitigation Specialist SPOC
Selene Finance LP
05.2024 - Current
HOME SOLUTIONS SENIOR REPRESENTATIVE
Nationstar Mortgage DBA Mr., Cooper
10.2021 - 09.2023
BILLING CUSTOMER SERVICE REPRESENTATIVE
Baylor Scott and White Medical Center
12.2019 - 04.2021
EXPRESS CLAIMS ASSOCIATE
State Farm Insurance Company
04.2016 - 05.2019
BENEFIT VERIFICATION SPECIALIST
United Healthcare Student Resources
03.2011 - 04.2012
PROVIDER RELATIONS SENIOR ASSOCIATE
Cigna
12.2007 - 02.2011
BACHELOR OF SCIENCE -
Strayer University
HIGH SCHOOL DIPLOMA -
A. Maceo Smith High School
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