Charity A Lett
Pensacola
Summary
Experienced Mortgage Collection Counselor with over 3+ years of success in managing delinquent accounts, implementing loan retention strategies, and offering tailored solutions. Proven in reducing delinquency rates through foreclosure alternatives, (HAMP, short sales) and ensuring compliance with CFPB, FHA, and investor guidelines. Skilled in collaborating with teams to optimize loan servicing processes and facilitate smooth transitions to revised loan terms.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Mortgage Collection Counselor II
Navy Federal Credit Union
09.2021 - Current
- Oversee 100+ delinquent mortgage and equity accounts, ensuring compliance with CFPB, HAMP, and FHA guidelines
- Reduce delinquency rates by applying loan modifications, short sales, and forbearance strategies
- Document actions in mortgage servicing systems, improving audit trails and reporting accuracy
- Consistently ranking in the top 60% of Mortgage Collection Scorecard
- Mentor new team members, enhancing performance in loss mitigation and delinquency management
- Resolve conflicts effectively and negotiate successful repayment plans with distressed borrowers, increasing borrower satisfaction and retention
Sales Associate
Shoe Show Inc
11.2018 - 09.2021
- Delivered excellent customer service, building relationships and resolving issues-skills directly transferable to counseling borrowers
- Handled high-pressure situations, and managed customer concerns, skills applicable to managing delinquent mortgage accounts
Education
Pensacola High School -
Pensacola High School
Pensacola, FL06.2021
Skills
- Clear communication
- Conflict resolution
- Problem solving
- Time management
- Attention to detail
- Mortgage Servicing Systems
- Reporting
- Auditing
- Data entry
- Loan modifications
- Loss mitigation
- Regulatory Compliance
Certification
Certified In Microsoft PowerPoint, Word, Excel, and Outlook (2016)
Awards
- Member Centric Award - Recognized for exceptional customer service.
- Disciplined Focus - Awarded for meeting compliance standards.
- Employee Powered Honor - Recognized for leadership in cross-functional projects.
Timeline
Mortgage Collection Counselor II
Navy Federal Credit Union
09.2021 - Current
Sales Associate
Shoe Show Inc
11.2018 - 09.2021
Certified In Microsoft PowerPoint, Word, Excel, and Outlook (2016)
Pensacola High School -
Pensacola High School
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