Dwalla Jones
DeSoto,TX
Summary
Results-driven mortgage servicing and portfolio management professional with a proven track record at J.P. Morgan Chase. Expertise in relationship management has led to enhanced customer retention strategies and improved service delivery. Proficient in Microsoft Office and MSP, with strong skills in loan modification and work assignment delegation that drive organizational success. Aiming to leverage technical and interpersonal skills to further enhance operational efficiencies.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Associate Client Relations & Investor Services Specialist
Ss&c
03.2022 - 10.2024
- Reviewed and processed requests from multiple channels, including email, facsimile, chat, and mail.
- Meticulously reviewing transactions for precision and accuracy.
- Actively participating in cross-training initiatives across various departments .
Loss Mitigation Specialist II
MIDAMERICA MORTGAGE
10.2020 - 01.2022
- Examined loss mitigation package materials in compliance with Regulation X to determine homeowner eligibility for loss mitigation in 30 days.
- Prepared and submitted loss mitigation requests for approval to investors, clients, and MI.
- Crafted and dispatched trial period documents, forbearance plans, and repayment agreements.
Customer Experience Rep/Mortgage Loan Processor Assistant
Fairway Independent Mortgage Corporation
08.2019 - 10.2020
- Gathered client data including assets, salaries, debts and employment status.
- Conducted in-depth application analyses to identify errors.
- Meeting loan application deadlines
- Assisted Loan Officer in managing requests necessary to process applications.
- Managed escalated calls and processed payments
Sr. Specialist 3, MB Loss Mitigation Solicitor II- Mortgage Banking, MB Home Equity Collector 3
J.P Morgan Chase
09.2013 - 08.2019
- Assessed customer needs and propose appropriate solutions to resolve delinquency through payment arrangements, retention workout options, liquidation of the mortgage.
- Managed diverse customer inquiries concerning home mortgages through both phone calls and written communication.
- Supported assigned special projects, including managing California Accounts.
- Performed all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules...
Loan processor- Mortgage Banking
Choice/ BNY Mellon
Irving, TX
06.2012 - 07.2013
- Prepare document requests and appropriate release forms for investors after pay off
- Generate appropriate lien release forms
- Analyzed lien release reports and follow up on loans approaching late release dates
- Log all releases using Paid in Full tracking system on daily basis
- Research and resolve any second lien release problems received on daily basis
- Generate letters for return of Deed of Trust, Note, and recorded releases to mortgagors after filming
Education
Associate of Science - Pharmacy Technician
Sanford Brown College
Dallas, TX09-2011
High School Diploma -
SAM HOUSTON HIGH SCHOOL
Arlington, TX12.2003
Skills
- Mortgage servicing
- Microsoft Office
- MSP
- Loan modification
- Portfolio management
- Relationship management
- Work assignment delegation
- Customer retention strategies
Certification
Driver's License
Timeline
Associate Client Relations & Investor Services Specialist
Ss&c
03.2022 - 10.2024
Loss Mitigation Specialist II
MIDAMERICA MORTGAGE
10.2020 - 01.2022
Customer Experience Rep/Mortgage Loan Processor Assistant
Fairway Independent Mortgage Corporation
08.2019 - 10.2020
Sr. Specialist 3, MB Loss Mitigation Solicitor II- Mortgage Banking, MB Home Equity Collector 3
J.P Morgan Chase
09.2013 - 08.2019
Loan processor- Mortgage Banking
Choice/ BNY Mellon
06.2012 - 07.2013
Driver's License
Associate of Science - Pharmacy Technician
Sanford Brown College
High School Diploma -
SAM HOUSTON HIGH SCHOOL
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