Irene Draper
Stockton,CA
Summary
Credit Resolution Portfolio Manager Candidate
SUMMARY: Mortgage professional highly effective in rapid resolution of distressed loans. Extensive experience in loan servicing/processing, junior underwriting, collections, and excellence in customer service. Results-driven, high-achieving, self-starter, skill-based team leader with the ability to assess complex cases and obtain impactful resolutions. Bilingual in Spanish and adept in managing concurrent projects. In managing concurrent projects.
- Successfully developed and implemented a quality control process allowing for enhanced team performance. Ultimately resulting in departmental workforce efficiency improving performance by 35%.
- Created an effective internal process through diligent tenacity ensuing timeline reduction of loan process creating an upgraded loan pull-by through rate, utilized in improvement of departmental production.
- Updated Spanish quality assurance disclosures resulting in company-wide implementation and utilization.
Overview
15
15
years of professional experience
Work History
Sole Proprietor
05.2014 - Current
- Establish and maintain clientele, full management functions, and collection responsibilities
- Product knowledge education, sales, and negotiation, provided exceptional service to allow for clientele loyalty and repeat customer experience
- Prepare financial statements & reports, invoicing, and inventory through QuickBooks.
Customer Assistance Specialist
JP Morgan Chase
10.2012 - 12.2013
- Credit Resolution Specialist, Processor, and Junior Underwriter, primarily designated as a single point of contact for distressed government loans.
- Effectively saved $6.3M against foreclosed properties.
- Successfully managed a pipeline of up to 200 delinquent accounts while simultaneously exceeding monthly goals, maintaining 100% service level agreement/quality assurance score.
Customer Relationship Manager
Bank Of America / Disys
10.2011 - 09.2012
- Single point of contact for approximately 350 distressed private loans including Bankruptcy, Litigation, Mediation, Advocacy, and National Mortgage Outreach loans
- Effectively saved $108M against foreclosed properties
- Participated in an immediate action team charged to assign all focus and expedite all efforts on loans that are in critical status by bringing them to current status, and realigning loans to follow the proper trajectory.
Loss Mitigation/Loan Servicing
Saxon Mortgage / West Asset Management
09.2008 - 09.2011
- Primarily designated as a single point of contact for distressed government loans
- Effectively saved $6.3M against foreclosed properties
- Successfully managed a pipeline of up to 200 delinquent accounts while simultaneously exceeding monthly goals, maintaining 100% service level agreement/quality assurance score., 95% success rate in single-call resolution and de-escalating hostile borrowers
- Created Spanish Quality Assurance dialog checklist
- Verification and updating of financial information/data at every call
- First non-management employee to be awarded the prestigious “Star Award” for the achievement of a monthly 100% quality assurance score consecutively 12 months in a row.
Education
Associates - Accounting
San Joaquin Delta College
Stockton, CASkills
- High-Risk Workouts
- Negotiations
- Accounting
- Tenacious Problem Solving
- Financial Analysis
- Resourceful
- Communications
- Due Diligence
- Time Management
Computer Skills
Proficient in MS Office suite products (i.e. Microsoft Word, Excel, PowerPoint), Salesforce, CRM, MSP, Fiserv, LPS, and PeopleSoft.
Timeline
Sole Proprietor
05.2014 - Current
Customer Assistance Specialist
JP Morgan Chase
10.2012 - 12.2013
Customer Relationship Manager
Bank Of America / Disys
10.2011 - 09.2012
Loss Mitigation/Loan Servicing
Saxon Mortgage / West Asset Management
09.2008 - 09.2011
Associates - Accounting
San Joaquin Delta College
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