Derek Clark
Fort Worth,TX
Summary
Customer service operations specialist with experience managing service delivery, staff training, and performance monitoring to meet client satisfaction goals. Implemented process improvements to reduce resolution time and standardize service workflows. Resolved complex customer issues while maintaining service quality benchmarks.
Overview
12
12
years of professional experience
Work History
Loan Closing/Servicing Specialist
Citibank (Cit)
Irving, TX
06.2022 - 05.2026
- Coordinated loan closing tasks for complex syndicated and bilateral facilities.
- Supported loan setup and end-to-end lifecycle work across corporate, commercial real estate, structured lending, and trade products.
- Communicated updates to internal and external stakeholders throughout the closing process.
- Checked closing steps against regulatory requirements and internal policy.
- Collaborated with build and development team to streamline loan closing operations.
- Updated internal systems with current information regarding loan statuses, payoffs.
- Performed detailed loan servicing activities, including payment processing and reconciliation of loans.
Loan Purchasing Specialist
Axelon Services Corp/Citizens Bank
Irving, Texas
07.2020 - 01.2022
- Managed loan pipeline to facilitate timely completion of all required steps, enhancing workflow efficiency
- Conducted thorough file reviews of closed loan files to ensure compliance with bank, investor, and government regulations
- Collaborated with lenders, title companies, and internal teams to rectify missing or incorrect paperwork, ensuring compliance and expedited processing
- Delivered complete loan files to secondary market team for sale or pooling, supporting strategic financial operations
- Communicated with various stakeholders to ensure smooth loan processing and delivery
- Entered loan details accurately into company computer systems
Production Manager
Highline Aftermarket
Dallas, TX
03.2020 - 07.2020
- Implemented strict quality control standards to ensure compliance with regulatory requirements and internal guidelines
- Enforced OSHA, environmental, and facility safety regulations to maintain a safe working environment
- Managed training programs and investigated incidents, enhancing safety protocols across operations
- Oversaw routine and preventive maintenance on manufacturing machinery, reducing downtime and improving operational efficiency
- Implemented cost-saving initiatives and monitored operating costs, optimizing budget management and cost control
- Utilized Lean Six Sigma methodologies to streamline processes and drive continuous improvement efforts
Collections Manager
U.S. Bank
Irving, TX
01.2019 - 03.2020
- Debt Recovery: Led collection efforts on past-due invoices, improving recovery rates and minimizing financial loss.
- Negotiation: Resolved billing disputes and arranged customized payment plans with delinquent customers.
- Team Leadership: Hired, trained, and supervised collections staff to meet performance targets.
- Financial Reporting: Created aging reports and tracked recovery progress to enhance cash flow forecasting.
- Reporting: Developed aging reports to track recovery progress, supported informed financial decision-making.
- Compliance: Ensured all collection practices strictly follow consumer protection regulations.
Loss Mitigation Specialist
Mr. Cooper/Nation Star
Lewisville, TX
08.2015 - 01.2019
- Engaged distressed borrowers, attorneys, and relevant parties through targeted outbound and inbound calls for borrower outreach
- Analyze complex borrower financial documents such as tax returns, income statements, and credit reports to determine the best financial solution
- Negotiated and presented retention options (loan modifications, repayment plans, forbearances) and liquidation options (short sales, deeds in lieu of foreclosure) to optimize borrower outcomes
- Collaborated with internal teams to develop and implement loss mitigation strategies that addressed borrower needs and compliance requirements
- Ensure compliance with investor and regulatory guidelines in all daily servicing functions, file audits, and foreclosure holds
- Provide regular updates and reports on loss mitigation activities and outcomes to management and stakeholders
Loss Mitigation Specialist
Rushmore Loan Management Services
Farmers Branch, TX
12.2013 - 01.2015
- Analyze complex borrower financial documents such as tax returns, income statements, and credit reports to determine the best financial solutions
- Offer "retention options" such as loan modifications, repayment plans, or forbearances to borrowers in financial distress
- Provide "liquidation options" like short sales or deeds in lieu of foreclosure to borrowers facing severe financial difficulties
- Collaborated with internal teams to implement loss mitigation strategies, enhancing support for borrowers in financial distress
- Ensured compliance with investor and regulatory guidelines during servicing functions, file audits, and foreclosure holds to mitigate risks
- Conducted borrower outreach through outbound and inbound calls to engage distressed borrowers and attorneys, facilitating timely resolutions
Education
General -
Eastern Hills High
Fort Worth, TX05-1990
Skills
- Loan closing
- Loan processing expertise
- Loan servicing processes
- Payment processing
- Regulatory compliance
- Customer relationship management
- Stakeholder communication
- Internal communication
Timeline
Loan Closing/Servicing Specialist
Citibank (Cit)
06.2022 - 05.2026
Loan Purchasing Specialist
Axelon Services Corp/Citizens Bank
07.2020 - 01.2022
Production Manager
Highline Aftermarket
03.2020 - 07.2020
Collections Manager
U.S. Bank
01.2019 - 03.2020
Loss Mitigation Specialist
Mr. Cooper/Nation Star
08.2015 - 01.2019
Loss Mitigation Specialist
Rushmore Loan Management Services
12.2013 - 01.2015
General -
Eastern Hills High