Kristian N. Stewart
Hybrid/ Remote - Dallas/Fort Worth,TX
Summary
Dedicated business professional bringing a successful 18-year career in various financial roles. Strong analytical, motivational, training, problem solving, communication and interpersonal skills. Excellent written and oral communication skills, problem resolution abilities, and a high level of confidentiality.
Overview
19
19
years of professional experience
Work History
Customer Research Specialist I
Freedom Mortgage Corporation
11.2022 - 05.2024
- Completing research requests
- Performing reviews of borrower credit disputes
- Processing deceased borrower updates
- Responding to written correspondence via email and fax
- Resolving call center escalation requests
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- Identified issues, analyzed information and provided solutions to problems
Senior Loan Processor
Global Integrity Finance
08.2021 - 07.2022
- Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.
- Provide verbal and written correspondence via email and mail to borrowers, brokers, attorneys, appraisal and title companies with efficiency and timeliness
- Open title policy reports requests, ensure the title contract is received with the Commitment, 24-month chain of title, Tax Certification, Closing Protection Letter (CPL), E&O and Survey
- Review appraisal reports for accuracy related to demographics, occupancy, values, comparable property photos and appraiser narratives
- Prepared documents for underwriting by verifying client income, credit reports and other information
- Handled any conditions sent from Underwriting
Communications Specialists II
JPMorgan Chase Mortgage Division
01.2014 - 11.2020
- Provided various lines of business with guidance on communications that align with their strategy, vision, and deliverables
- Composed, reviewed, and proofread corporate communications and marketing material
- Created drafts when issues impacted customers, identifying corrections,
- Effectively drafted and delivered break-fix communications noting immediate changes to inaccurate information and implemented measures designed to prevent issues from recurring
- Restructured procedures to improve accessibility and overall organizations
- Facilitated meetings with subject matter experts and key stakeholders for compelling policy changes and coordinated creation of design projects with internal graphics
- Managed work of internal writers, department leads and ongoing production of their work until publication
Job Coach/Assistant Supervisor
JPMorgan Chase Mortgage Division
10.2011 - 01.2014
- Supported and assisted management with coaching and development of their staff to maximize productivity
- Developed and delivered procedure updates and trainings as needed
- Assisted training department with new hire training and ad hoc trainings to ensure staff is performing efficiently and to policy
- nd perfected job aides and policy notifications for departmental delivery
- Acted as Subject Matter Expert (SME) for the department and communicated with other department SMEs to provide open and continuous communication paths
- Managed a team that authors, edits, and publishes weekly policy and update communication for over 1,200 members of the Customer Assistance line of business
- Participated in a project with IT, Operations and Customer Assistance to update existing systems for increased efficiency of staff of over 2,000.
HL Relationship Manager III (acting Supervisor)
JP Morgan Chase Mortgage Division
09.2010 - 10.2011
- Compiled income and credit information to determine if customers meet Fannie Mae, Freddie Mac, FHA, USDA, and VA guidelines for foreclosure prevention assistance, while implementing services to assist customers in modifying their loan per investor requirements
- Efficiently prepare files monthly for submission to the Underwriting department for the Making Home Affordable (MHA) and Chase Home Affordable Modification Program (CHAMP) loan modifications
- Provided staff with statistics to ensure goals are met both on an individual basis and as a team when the supervisor is out of the office and assists in all things training related from scheduling, delivery, generating reports, tracking etc
- Prepared huddle agendas and facilitated huddles to communicate policy and procedure updates
Loss Mitigation Solicitor III
JPMorgan Chase Home Lending
08.2009 - 09.2010
- Initiated contact with customers in default on their mortgages
- Evaluated the customer’s financial ability, reason for default, and ability to make the payment
- Responded to customer inquiries, recommended, and initiated loss mitigation options that are appropriate to their situation
- Negotiated and formalized repayment arrangements with customers in foreclosure (when applicable) which included verifying arrears, formulating terms of repayment, drafting stipulated repayment agreements, and ensuring that the initial contract terms and conditions of the agreement are met
- Coordinated and facilitated initial loss mitigation efforts with associated departments, foreclosure counsel, investors, and mortgage insurance companies
Customer Care Professional III (Team Lead/Executive Desk Representative)
EMC Mortgage Corporation
10.2005 - 08.2009
- Assisted supervisors with escalated issues that must be handled promptly and received escalated calls from the agents through the escalation queue
- Handled incoming calls received through the Executive Desk queue from customers and third parties who are requesting to speak with the President of the company
- Analyzed individual agent performance on calls monitored and provided feedback to supervisors to ensure compliance with policies, procedures, and standards
- Facilitated training for new hires and seasoned agents regarding procedural updates and policy changes
- Conducted proactive research on the more difficult issues presented through the Executive Office queue to potentially prevent litigation and protect the company’s reputation
Education
Shelby State Community College
Memphis, TNSkills
- Knowledgeable in root cause analysis, compliance and risk assessment, lending, foreclosure alternative methods and auditing processes
- Highly detail-oriented with above average analytical, problem solving and excellent communication skills
- Maintains understand of federal regulations for lending including FDCPA, FCRA, RESPA, TILA, ECOA, etc, as well as those governing CONV, Sub-prime, FHLMC and FNMA backed mortgage loans
- Works effectively in a leadership role as an individual or a team player
- Knowledgeable of SAR, AML, and OFAC Compliance Regulations
- Experienced in Change Management Support
- Experienced in Training and Development
- Advanced knowledge of MicroSoft Office 365 Suite
Timeline
Customer Research Specialist I
Freedom Mortgage Corporation
11.2022 - 05.2024
Senior Loan Processor
Global Integrity Finance
08.2021 - 07.2022
Communications Specialists II
JPMorgan Chase Mortgage Division
01.2014 - 11.2020
Job Coach/Assistant Supervisor
JPMorgan Chase Mortgage Division
10.2011 - 01.2014
HL Relationship Manager III (acting Supervisor)
JP Morgan Chase Mortgage Division
09.2010 - 10.2011
Loss Mitigation Solicitor III
JPMorgan Chase Home Lending
08.2009 - 09.2010
Customer Care Professional III (Team Lead/Executive Desk Representative)
EMC Mortgage Corporation
10.2005 - 08.2009
Shelby State Community College
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