Lauretta Johnson
Analyst
Fort Worth,TX
Summary
Loss Mitigation Specialist with extensive experience in loan processing and regulatory compliance at Servicing Solutions. Achieved collection targets consistently while improving customer satisfaction through strong communication and problem-solving abilities. Skilled in team training and development, ensuring operational excellence, and ensuring adherence to quality assurance standards.
Overview
15
15
years of professional experience
Work History
Loss Mitigation Specialist
Servicing Solutions
Irving , TX
11.2024 - Current
- Collaborated with underwriters in order to ensure timely processing of loan applications.
- Conducted regular audits of completed verifications to ensure accuracy and compliance with regulations.
- Completed day-to-day duties accurately and efficiently.
- Researched and analyzed borrowers' financial information to determine eligibility for loan modification programs.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Greeted customers warmly and made them feel welcome.
- Prepared conference rooms prior to trainings by arranging furniture layout, ensuring refreshments are available if required.
- Managed incoming mail, Scanned and sent to the client for proof of no insurance.
Repossession/Remarking Coordinator
Innovate Auto Finance
Fortworth, TX
07.2022 - 11.2024
- Oversee invoice payments, and ensure legal compliance for Notice of Intent (NOI) notices regarding sale dates.
- Coordinate repossession orders, handling both involuntary and voluntary requests efficiently.
- Train new employees in loan management systems (LoanPro), phone communication, and loan documentation processes.
- Facilitated communication between different departments in order to resolve alternate matters quickly.
Payoff Clerk
Colonial Savings Bank (Cornerstone Staffing Agency)
Fortworth, TX
11.2021 - 07.2022
- Accurately processed lien release documentation by entering data from deeds of trust to facilitate payoff letters.
- Coordinated the issuance of checks, ensuring timely payment to counties for recorded amounts.
- Managed the documentation workflow by processing returned mail, uploading images to the OnBase system, and confirming recording status before dispatching recorded documents to customers.
- Collaborated with team members to complete tasks efficiently and meet deadlines.
Compliance Analyst
The Oakleaf Group (Contract)
08.2021 - 05.2022
- Prepared and assembled mortgage-related documentation to facilitate legal review processes.
- Coordinated the systematic organization of deeds, appraisals, and financial statements for attorney examination.
- Conducted thorough compliance checks on project files, including notes and deeds, to verify document accuracy and adherence to regulatory standards.
Loan Closer
Freedom Mortgage Corporation (Remote)
07.2020 - 05.2021
- Accurately calculated and reconciled financial figures for a variety of loan products, including VA, FHLMC, and FNMA refinances, ensuring compliance with financial regulations and lending standards.
- Facilitated effective communication with title companies, brokers, and underwriters to verify and adjust financial calculations, promoting accuracy in final loan documentation.
- Managed the adjustment of loan-related fees, including the addition and removal of brokerage firm charges, to accurately reflect the final loan amount in alignment with payoff dates and amounts.
Collections Specialist
Plain Green Loans LLC/ Creditshop
12.2017 - 06.2020
- Achieved consistent monthly collection targets, successfully recovering amounts exceeding $20,000 in installment loan debts.
- Conducted regular inbound and outbound communications with customers to address and resolve outstanding debt inquiries.
- Maintained and exceeded quality performance standards, frequently attaining up to 100% quality goals.
Quality Assurance
Strategic Financial Solutions
06.2019 - 03.2020
- Evaluated and scored customer service interactions to ensure adherence to operational standards and compliance requirements.
- Conducted thorough audit processes, completing quality assessments of over 100 calls monthly for agent performance reviews.
Customer Retention Specialist
Conduent
Charlotte, NC
10.2016 - 12.2017
- Enhanced customer retention by establishing strong relationships and addressing concerns, leading to improved satisfaction and loyalty.
- Supported the resolution of customer issues in collaboration with management and facilitated payment collection to settle account delinquencies.
Customer Care Representative
Xerox
Raleigh, NC
10.2016 - 05.2016
- Streamlined the medication ordering process, effectively handling requests for over 50 customers daily, ensuring timely fulfillment of essential medications.
- Coordinated with healthcare professionals and internal teams to assess and facilitate emergency medication overrides, upholding patient care standards.
Remediation/ Research Analyst/Home Preservation Closer
Wells Fargo Home Mortgage
Raleigh, NC
10.2010 - 04.2016
- Conducted thorough analysis of over 100 modified home loan files, ensuring accuracy and adherence to tight deadlines.
- Managed the procurement of updated titles for properties with expired documentation, maintaining compliance with regulatory standards.
- Coordinated the remediation project, meticulously preparing and organizing documents for submission to various county offices.
Education
Strayer University - Business and Marketing
Strayer University
11.2020
Skills
- Coordination and organization
- Goal orientation
- Adaptability and flexibility
- Training and development
- Team collaboration
- Documentation and record-keeping
- Regulatory compliance
- Loan processing expertise
- Quality assurance practices
- Customer service excellence
- Collections management
- Financial compensation strategies
- Data analysis and reporting
- Effective communication
- Customer care solutions
- Research methodologies
- Home preservation techniques
- Project management skills
- Client communication strategies
- Clerical support functions
- Document management systems
- Employee training programs
- Communication proficiency
- Customer service delivery
- Problem-solving abilities
- Data entry accuracy
- Critical thinking skills
- Client relationship management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Loss Mitigation Specialist
Servicing Solutions
11.2024 - Current
Repossession/Remarking Coordinator
Innovate Auto Finance
07.2022 - 11.2024
Payoff Clerk
Colonial Savings Bank (Cornerstone Staffing Agency)
11.2021 - 07.2022
Compliance Analyst
The Oakleaf Group (Contract)
08.2021 - 05.2022
Loan Closer
Freedom Mortgage Corporation (Remote)
07.2020 - 05.2021
Quality Assurance
Strategic Financial Solutions
06.2019 - 03.2020
Collections Specialist
Plain Green Loans LLC/ Creditshop
12.2017 - 06.2020
Customer Retention Specialist
Conduent
10.2016 - 12.2017
Customer Care Representative
Xerox
10.2016 - 05.2016
Remediation/ Research Analyst/Home Preservation Closer
Wells Fargo Home Mortgage
10.2010 - 04.2016
Strayer University - Business and Marketing
Strayer University