Cynthia Stevenson
Summary
Over10 years of experience in the mortgage industry. Exceptional knowledge of residential mortgage in the areas of Post Closing, Customer Service, Sub-prime and Foreclosure. Strong time management and conflict resolution skills. Highly trainable, fast learner and willing to undertake new and exciting challenges. Innovative and flexible in approach to problem solving. Excellent communicator, effective mentor and tutor. Dedicated and hardworking with proven ability to work in a fast-paced environment. Diligent with substantial experience in loss mitigation processes. Proven track record of effectively negotiating and resolving complex delinquency issues. Demonstrated expertise in risk assessment and customer relations. Results-driven financial professional prepared to excel in loss mitigation. Extensive background in handling delinquency cases with focus on resolution and risk management. Known for strong collaborative spirit and adaptability to changing requirements. Proficient in communication and negotiation.
Service-oriented and responsible with good understanding of real estate practices and financial regulations. Well-versed in options such as short sales to avert foreclosing on properties. Well-organized and detail-oriented with systematic approach.
Overview
13
13
years of professional experience
Work History
Loss Mitigation Specialist - Default Cash for Foreclosure and Bankruptcy
Wells Fargo Home Mortgage
07.2008 - 08.2009
- Administered cash production consisted of loan processing, documentation of applied payments, receives and process both inbound/outbound cash, checks, money orders, Short -sale, payoff and reinstatement funds
- Ensured compliance with investors, legal and regulatory requirements
- Processed payments with minimal to no losses with timely application with accuracy and quality control
- Conducted audits prior to submitting payments Cash Management
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
- Created profitable and efficient solutions.
Loan Servicing Specialist3 – Foreclosure
Wells Fargo Home Mortgage
09.2001 - 07.2008
- Worked with foreclosure, loss mitigation, bankruptcy and legal counsel
- Provided corporate advance breakdowns, reinstatements, reverse mortgage, property preservation in calculating bids, etc
- Responded to required written and phone inquiries from Legal Counsel, title companies, and internal personnel pertaining to loans to meet strict deadlines
- Answered questions that pertain to all areas of loan servicing, including payment research, taxes, insurance, loan modifications and assumptions, prepayments, payoffs, adjustable-rate loans, credit reporting, and lien perfection
- Researched and analyzed problems to provide solutions
- Conduct periodic audits of files and coordinate property inspections, lien property and loan disbursements in accordance with loan documentation
- Preformed procedures related to advances and pay downs, wiring funds and disbursement process
- Responsible for payment processing
- Assured tax payments, disbursements and document and imaging management
Collections – On the Job Trainer
Wells Fargo Home Mortgage
09.2000 - 08.2001
- Conducted computer-based collections training with new and existing employees
- Assured role play scenarios are clear before taking inbound and making outbound calls
- Monitored live calls to assure accuracy and completion of calls
- Provided feedback to supervisors and managers on progression regarding each representative
- Tested skill set before moving forward to the next level
Subprime-prime Collections Representative
Wells Fargo Home Mortgage
09.1999 - 09.2000
- Answered inbound and outbound training for high-risk accounts
- Provided general and detailed mortgage account information
- Initiated research on account discrepancies
- Documented delinquent accounts in detail based on investor guidelines
- Contributed speed coaching to existing representatives to test skill levels
Customer Service Representative Lead
Wells Fargo Home Mortgage
02.1997 - 09.1999
- Answered inbound customer calls to assist with general and detailed account information
- Resolved escalated calls for new and existing representatives
- Assisted supervisor with conducting team meetings
- Provided feedback to supervisors on representative performance
Education
Associate in Applied Science - Accounting
Central Piedmont Community College
Charlotte, NC05.2021
Skills
- Micorsoft expertise
- Foreclosures experience
- Teamwork and collaboration
- Customer service
Timeline
Loss Mitigation Specialist - Default Cash for Foreclosure and Bankruptcy
Wells Fargo Home Mortgage
07.2008 - 08.2009
Loan Servicing Specialist3 – Foreclosure
Wells Fargo Home Mortgage
09.2001 - 07.2008
Collections – On the Job Trainer
Wells Fargo Home Mortgage
09.2000 - 08.2001
Subprime-prime Collections Representative
Wells Fargo Home Mortgage
09.1999 - 09.2000
Customer Service Representative Lead
Wells Fargo Home Mortgage
02.1997 - 09.1999
Associate in Applied Science - Accounting
Central Piedmont Community College
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