Joshua Mitchell
Grand Prairie,Tx
Summary
Remarkably experienced dealing with documents such as Mortgages and loans. Also experienced as a Customer Service/Collections agent with a financial background skilled in preventing losses, collecting on delinquent accounts using In-depth knowledge of collection practices, with an excellent track record in demonstrating strong customer orientation/sensitivity and professionalism. Self-motivated and able to work with minimal supervision. Developed organizational and time management skills as well as proficient in PC navigation/Typing with the ability to multitask. Qualified with proven track record in managing customer experiences and enhancing service delivery. Adept at implementing strategic initiatives that improve client satisfaction and retention. Demonstrated ability to lead cross-functional teams and optimize operational processes. Professional in customer experience management, bringing valuable expertise in elevating service standards and fostering customer loyalty. Known for strong focus on team collaboration and driving impactful results. Reliable and adaptable, with comprehensive skills in relationship management and strategic planning.
Overview
9
9
years of professional experience
Work History
Closing/funding Experience
Mr. Cooper
10.2019 - Current
- ,Closing/funding experience and relevant experience in a process-oriented role, preferably within the residential mortgage industry
- Extremely efficient in Microsoft applications
- Strong organizational skills that reflect ability to perform and prioritize multiple time sensitive tasks seamlessly without compromising quality
- Performs other duties as assigned
- Manages loans to ensure service standards and financial goals are met
- Reviews files for accuracy and clears closing conditions
- Prepares closing package
- Ensures loans are in accordance with federal and state regulations
- Approves and emails final CD to title company
- Communicates with title company on final documents
- Updates loan information as needed
- Effectively communicates with team members as well as outside entities to facilitate a prompt, efficient closing of each loan
- Follows up and obtains initial full loan package from Title Company
- Miscellaneous duties as assigned
- Working knowledge of CD's, FHA, VA, FNMA, and FHLMC guidelines along with title commitments, hazard and flood insurance policies
- Effective verbal and written communication skills
- Strong attention to detail
- Well, organized with the ability to multi-task
- Demonstrates strong skills with the ability to meet deadlines
- Works well with others
- Strong PC skills (MS Office products) and experience with mortgage origination systems.
- Organizing streamlines of loans through a pipeline each day. Managed documents for Lenders and ensuring the customers are satisfied. Contacting lenders thru email to ensure the standard and SLA deadlines always met.
- Managed approximately 30 incoming emails and faxes per day from customers.
Final Certification Admin
Bank Of New York Mellon
02.2017 - 10.2019
- Responsible for processing all assigned Final Collateral reviews in a timely and accurate manner based on the review requirements of each Servicing Level Agreement
- Verify mortgage loan documents identify the category of each collateral file
- Performs review of collateral and documents to ensure documents meet agency guidelines or customer agreements in a timely and accurate manner
- Audit and clear exceptions
- File collateral document and update system of record accordingly.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed 60-120 pools a day thru email and excel spreadsheets, achieved and met deadlines for loans each month.
Appointing Agent
Maximus Federal Services
02.2016 - 02.2017
- Outbound only call center, scheduling appointments for different procedures and different health reasons
- Calls are to various hospitals and practices where veterans are located, Indexing is also apart of the job; having to read over medical consults.
- Managed approximately 20-30 outgoing calls, emails and faxes per day from customers.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Application Data Processor
OneExchange
11.2015 - 01.2016
- Taking inbound calls, discussing health, dental and vision plans with senior Citizens
- All while taking notes in a high call volume environment
- Excellent data entry skills and customer service skills.
- Managed approximately 15-20 incoming calls, emails per day from customers and assignment workload.
- Consistently met or exceeded processing deadlines, effectively managing a high volume of incoming applications daily.
Education
High School Diploma -
Lincoln High School
Dallas, Tx05.2008
High School Diploma -
Thelma Davis Independent School
Plano, TX12.2008
Some College (No Degree) - Telecommunications
Texas Southern University
Houston, TXSkills
- 4 years of Call Center Experience, Post Closing, Banking, Problem Solving
- Customer Service, Microsoft Office, Negotiation Skills, Time Management
- Excellent Reading & Comprehension Skills, Research/Remediation, Detail Minded with Intense Origination and Follow-through Skills, Excellent Verbal/Written/Interpersonal Communication Skills, Excel
- CRM software proficiency, Customers experience strategy, Customer Journey Mapping, Cross-Functional Teamwork, Customers experience management, Content Strategy
Timeline
Closing/funding Experience
Mr. Cooper
10.2019 - Current
Final Certification Admin
Bank Of New York Mellon
02.2017 - 10.2019
Appointing Agent
Maximus Federal Services
02.2016 - 02.2017
Application Data Processor
OneExchange
11.2015 - 01.2016
High School Diploma -
Thelma Davis Independent School
High School Diploma -
Lincoln High School
Some College (No Degree) - Telecommunications
Texas Southern University
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