Laura Trejo
Bakersfield,CA
Summary
Seeking a fulfilling position in an administrative industry that offers growth opportunities and allows me to utilize my leadership skills and experience.
Overview
22
22
years of professional experience
Work History
Loan Servicing Manager
Sage Home Loans Corp (fka Lenox Financial Mortgage Corporation dba WesLend Financial)
04.2016 - Current
- Send out First payment owed Letters on Interim Loans.
- Generate Goodbye Letters on service released loans.
- Make and receive incoming calls daily.
- Assist Shipping and Closing team with resolving any post closing conditions as needed.
- Monitor monthly/ daily Mers reports and notify appropriate departments of any rejects/warnings needed to be addressed with resolution to clear.
- Monitor new Sub-Servicer Investor reporting.
- Enter comments into Fics Mortgage Servicer system and Encompass after each call.
- Board new purchased loans into Fics and transfer to investor. Edit, post and send Ach Files to Accounting daily.
- Post all mailed in payments through Fics Mortgage Servicer.
- Provide exceptional customer service by promptly resolving borrower inquiries or concerns regarding their loans.
- Generate Payoff Demands and Verification of Mortgage upon request.
- Apply any Payoff Funds (wires / certified checks) received.
- Order Reconveyance for paid off loans.
- Deactivate Mers Min numbers on paid in full loans.
- Assist with any bulk service release loan transfers.
- Complete monthly investor and delinquency reporting to Freddie Mac and Fannie Mae.
- Sent out Breach & 710 letters as needed.
- Reduce delinquency rates through proactive borrower outreach and communication strategies.
- Establish strong relationships with external partners such as investors, regulatory agencies, legal representatives for effective collaboration on loan servicing matters.
- Contribute to a positive workplace culture through open communication channels and regular feedback sessions with team members.
- Generate and mail Monthly Statements and Late Notices.
- Order property inspections as needed.
- Disburse Escrow payments daily as needed.
- Perform Annual Escrow Analysis.
- Sent out monthly Adds and Delete files to Lereta.
- Assist in depositing daily received checks.
- Post any payments received for Interim loans in Lending QB and Encompass system.
- Issue out Loss Draft checks out as needed (upon verifying all required docs received).
- Manage Loss Mitigation.
- Attend webinars presented by investor to learn and apply Loan Servicing updates and requirements.
- Close and run month end reports in Fics Mortgage Servicer for both Freddie Mac and Fannie Mae.
- Complete monthly Credit Reporting.
- Respond to any E-Oscar notifications received.
- Train and supervise new hires and existing Loan Servicing Staff.
- Run OFAC scrub as required.
Loan Servicing Representative
Sun West Mortgage Company, Inc. NMLS ID 3277
02.2013 - 04.2016
- Exceptional service by problem solving escalated issues.
- Field an average of 75 internal/external customer service calls per day completed.
- Assist in training new hires with escalated issues.
- Record keeping of all approved ACH files/ transactions .
- Run weekly/monthly reports for Escrow disbursements.
- Disbursed Escrow payments as due.
- Issue any duplicate bill fee where required by county's tax collector's office.
- Process online payments for property taxes when available.
- Send monthly adds/deletes file to third party servicer (Lereta) for parcel's of service.
- Monitor parcel's reported as delinquent on taxes and proceed with follow up contact attempts as needed.
- Process any force pay on any Non-Escrowed taxes or property insurance as needed.
- Managed customer loans ensuring their homeowners policies are at all times current and in force.
- Respond to Verification of Mortgage request's within 24hour window time.
- Update Master policy renewal's.
- Verified Mortgagee clause accuracy on evidence of insurance upon receipt.
- Data input after every transaction.
- Work the switchboard daily.
- Verification of Mortgage.
- Provide tally of completed tasks on a daily basis.
- Complete welcome calls to new customers.
- Assisted with property management.
Member Service Supervisor
Bally Total Fitness
10.2003 - 08.2012
- Supervised up to 20 agents.
- Managed outsource company associates.
- Trained new hires and provided feedback to existing agents.
- Handled up to 100 inbound/outbound calls and online chats on daily basis.
- Distributed incoming and outgoing mail.
- Resolved escalated complaints to provide exceptional customer service/resolution.
- Prepared daily summary of activities and call logs.
- Gave continuous improvement feedback to managers and executives during weekly/monthly monthly management meetings.
- Helped front desk and switchboard as needed.
- Assisted coordination of company events and charitable functions.
Education
GED -
Montebello High School
Montebello, CA06-2001
Skills
- Bilingual in English and Spanish
- 60 WPM, 10 KEY:
- FICS (Mortgage Servicer)
- Encompass
- Lending QB
- Secure File Transfer Protocol (SFTP)
- Microsoft Office
- Cash Handling
- AMB
- AS 400 Server/ Caboodle Database Management
- Filezilla
- Microsoft Edge
- E-Oscar
- Data Trac
- Leretanet
- MERS Portal
Timeline
Loan Servicing Manager
Sage Home Loans Corp (fka Lenox Financial Mortgage Corporation dba WesLend Financial)
04.2016 - Current
Loan Servicing Representative
Sun West Mortgage Company, Inc. NMLS ID 3277
02.2013 - 04.2016
Member Service Supervisor
Bally Total Fitness
10.2003 - 08.2012
GED -
Montebello High School
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