Kelly M. DuBois
110 S Hockaday Road Gladwin,MI
Summary
Seasoned customer service and office professional with extensive experience in mortgage servicing and mortgage originations. Strong back ground in administrative roles across employment services, office assistance and customer focused environments. Known for delivering exceptional customer support, maintaining accuracy in high volume tasks, and building strong relationships with clients and colleagues. Dedicated to supporting missions and values of a customer focused organization.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Employment Service Specialist
Michigan Works Region 7B
Gladwin, MI
10.2023 - 12.2025
- Assisted clients in identifying employment opportunities and career goals.
- Facilitated workshops on resume writing and interview preparation techniques.
- Maintained client records and documentation using case management software.
- Collaborated with community organizations to promote workforce development initiatives.
- Assisted customers in completing applications for public assistance programs such as unemployment insurance benefits.
- Responded quickly and professionally to inquiries from customers via phone and email.
- Post employers jobs on Pure Michigan Talent website.
- Work with customers in completing forms for Career Advisors and WIOA programs.
Mortgage Loan Processor (REMOTE)
QRL Financial Services
Suamico, WI
04.2020 - 01.2023
- Evaluate and request adjustments to loan documents to meet banking, federal, and secondary market regulations.
- Vendor management pertaining to title, homeowners insurance, condo, flood, processing verifications of employment and payoffs. Backup to senior processors for ordering and reviewing appraisals and credit reports.
- Maintaining accurate documents for underwriting, with the originations system mortgage director.
- Manage incoming and outgoing phone calls and emails from vendors with questions relating to specific loans being processed.
- Inspect loan documentation for mistakes and correct discrepancies.
- Manage conditions sent from underwriting departments.
Numerous Positions Held
Midwest Loan Services
Houghton, MI
10.1995 - 07.2016
- CUSTOMER SERVICE REMOTE-4 years (2 remote)
- Supervised and trained customer service representatives.
- Processed credit bureau disputes and corrections with 4 credit bureaus.
- Created and maintained several monthly reports for management.
- Handled inbound and outbound calls relating to customer service for all mortgage servicing. i.e. but not limited too: escrow analysis, collections, servicing transfers, payment posting, payoffs, adjustable rate loans and credit disputes.
- Provided outstanding service to new and long-standing customers by attending closely to their concerns and developing solutions.
- Demonstrated excellent communication skills in resolving customer complaints.
- Developed strong customer relations to encourage repeat business.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- MORTGAGE LOAN OFFICER-1 year
- Processing mortgage loan applications online, in person and over the phone.
- Offer mortgage products that will match the profiles of that of the customer under the secondary market lender Federal National Mortgage Association.
- Verified borrowers financial information to determine creditworthiness and loan eligibility.
- Informed customers of application deadlines, approvals and denials.
- Worked with processing and closing teams to be sure closings happened satisfactory to the borrowers expectations , as well as ordering and reviewing title work, appraisals and credit reports.
- RETENTION MANAGER/SPECIAL LOANS DEPT.-2 years
- Retained current mortgage customers, by contacting them with refinance options that would save them money.
- Supervised and implemented processes and procedures.
- Work along side processors and closers to obtain and review appraisals and credit reports.
- DEFAULT MANAGEMENT-10+ YEARS EXPERIENCE
- Collections, Loss Mitigation, Foreclosure, Short Sales, Deed in Lieu
- Interviewed, hired, managed and trained staff of 25 plus.
- Mitigated losses for borrowers along with investors, while following regulations.
- Used resolution alternatives
- Controlled default percentage
- Strong empathy while still performing top level of customer service and helping borrowers save their homes from foreclosure.
- Mentored new employees on procedures and policies to maximize team performance.
- Managed incoming and outbound calls from borrowers needing additional help.
- Created and updated all procedures and flow charts for employees
- Worked with third party vendors such as foreclosure attorneys, property inspectors, secondary market employees.
- Processed modifications, forbearance agreements, short sales and deed in lieu documents.
- MORTGAGE SERVICING: "ALL" departments, hired as employee #5 at this company. 4 years- Experience in escrow, payment posting, payoffs and payoff release processing, adjustable rate loans, balloons, partial releases and subordinations. Collections and customer service.
Education
High School Diploma -
Standish Sterling Central
Skills
- Supervisor and management skills
- Top notch customer service
- Default management
- Very reliable
- Call center experience
- High level of mortgage servicing
- Computer skills, proficient in microsoft word, excel, mortgage origination systems and mortgage servicing systems, and outlook
- Vendor Management
- Experienced in mortgage originations
- Quick learner
- Outstanding communication skills
- Strong problem solving ability
- Experienced with employee relations
- Mortgage retention
Certification
- Controlling default, secondary market certificates
- Mortgage servicing
- Excelling as first time supervisor
- Computer training certificates, excel, word,
- Employee of the month awards
- Annual BVS training and certificates through First Federal Bank of Florida
Timeline
Employment Service Specialist
Michigan Works Region 7B
10.2023 - 12.2025
Mortgage Loan Processor (REMOTE)
QRL Financial Services
04.2020 - 01.2023
Numerous Positions Held
Midwest Loan Services
10.1995 - 07.2016
High School Diploma -
Standish Sterling Central