Mechelke Renee Williams
Jacksonville,FL
Summary
Mortgage Industry professional with 12yrs of comprehensive knowledge of originations, underwriting, closing, and loss mitigation. Excellent organizational, leadership, and time management record. Strong analytical and issue resolution capabilities. Decisive yet flexible in responding to changing organizational needs.
Overview
15
15
years of professional experience
Work History
Mortgage Customer Service Representative
University Bank
Jacksonville, FL
08.2024 - Current
- Provided exceptional customer service to mortgage customers by responding promptly and accurately to inquiries.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Assisted customers in understanding the mortgage process and answered questions regarding closing costs, fees, interest rates.
- Processed payments from customers in a timely manner and tracked them accordingly.
- Negotiated terms and conditions of loans with borrowers based on their individual needs.
- Stayed abreast of lending regulations, industry trends and market rates.
- Confirmed on-time mortgage payments as per signed agreements, reviewing records monthly to reduce past-due accounts.
Retail Sales Associate Cashier
DD's Discount Store
Jacksonville, FL
03.2022 - Current
- Explained return and exchange policy to enforce, and accepted merchandise for refunds or replacement with different items.
- Operated cash register by adhering to POS system processes and procedures when ringing sales and tendering correct change and receipts.
- Reported suspicious behavior, incidents and theft to support loss prevention.
- Engaged customers with friendly smile and knowledgeable support to promote sales and build loyalty.
- Worked closely with front-end staff to assist customers.
Owner/Cook Manager
Nae Nae's Kitchen LLC
Jacksonville, FL
10.2020 - Current
- Delegated work to staff, setting priorities and goals.
- Prepared staff work schedules and assigned team members to specific duties.
- Collaborated with other owners on joint ventures and shared resources.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Oversaw budgeting and financial management.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Customer Service Representative
Northwell Health
Jacksonville, FL
03.2023 - 08.2024
- Completed timely changes and updates to schedules in central scheduling system.
- Communicated with clients and caregivers to inform of schedule changes, cancellations or additions.
- Utilized MS Office and Excel to analyze data and create spreadsheets.
- Demonstrated flexibility during changes to patient care practice.
- Collaborated with nursing staff to advocate for individual patient needs and insurance coverage.
Loss Mitigation Supervisor
Freedom Mortgage Corporation
Jacksonville, FL
04.2021 - 11.2022
- Recruited, hired and trained offshore new employees, including monitoring and review of individual performance.
- Collaborated with Management in meetings to brainstorm new ideas and discuss best ways to handle servicing transfer issues.
- Delivered consistent one-on-one and group training sessions to help Due Diligence and Trial Tracking team to improve skills and loan level review techniques.
- Led staff meetings for team of 50 offshore reps and 6 onshore rep to communicate daily/weekly directives.
- Established and enforced clear goals to keep employees working collaboratively.
- Provided ongoing training to address staff needs.
- Reviewed and completed quality reviews on document reviews for incoming and outgoing service transfers. Assisted other departments with escalation reviews regarding mortgage trial tracking or a service transfer.
Loan Processor Manager
Digital Risk Mortgage Services
Jacksonville, FL
08.2020 - 03.2021
- Monitored production execution with established priorities to achieve optimal results.
- Monitored, evaluated and reviewed daily employee performance data and production targets for high-volume processing work.
- Implemented performance strategies for operational protocols to meet quality standards.
- Analyzed production reports to improve workflow and pre-production processes.
- Trained, developed and counseled employees to develop high performing team.
- Met other supervisors and business leaders to plan and guide workflow and operations.
- Supervised, trained and evaluated over 15 employees in Mortgage industry.
Mortgage Loan Processor
Digital Risk Resources
Jacksonville, FL
04.2020 - 08.2020
- Managed any conditions sent from underwriting departments.
- Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
- Created and completed loan submission packages.
- Filed completed packages quickly and efficiently.
- Upheld compliance with privacy and security requirements, as well as federal statutes covering FHA Streamline loans.
- Worked with third-party vendors to address and clear loan closing requirements.
- Examined and verified information in loan application and closing documents.
Default Collections Manager
Ditech Financial
Jacksonville, FL
02.2019 - 03.2020
- Effectively manage and supervise a group of 17 telephone representatives on delinquent Mobile Home/FHA/FNMA/FHLMC mortgage loans. Porfolios ranging from $800 million in government loans and $6 million in delinquent mobile home loans
- Monitor floor activity both outbound and inbound calls to ensure proper call flow through Canvas and Workforce Management
- Monitored and coached representatives regarding collection practices and company procedures. Effectively communicated company and department expectations, consequences as directed by senior management
- Provide monthly one on ones with represenatives to discuss monthly progress.
- Conducted daily team huddles and meetings to ensure staff is upto to date with ongoing changes and to promote positivty on the floor
- Assisted with Collections Admin duties to help engage staff and boost morale on the collections floor
- Diiffused and take over escalated calls while demonstrating the ability to find amicable resolutions with the customer
Default Collections Representative
Ditech Financial
Jacksonville, FL
05.2018 - 02.2019
- Accountable for 2.9 million dollars in government insured loans and 1.6 million dollar in delinquent mobile home loans
- Effectively managed approximately 75-100 inbound and outbound calls daily
- Initiated contact with delinquent borrowers and evaluated viable solutions for repayment
- Professionally negotiated payment arrangements for dishonored checks and delinquent accounts
- Maintained quality key performance indicators as assigned by the department
- Handled, researched and settled 15-20 disputes weekly. Diffused irate customers smoothly to achieve performance targets
- Upheld privacy and security requirements established by government regulatory agencies FDCPA
- Utilized skip tracing resources through credit bureaus and Lexis Nexis and other loan application documents
Loss Mitigation Relationship Manager
Ditech Financial
Jacksonville, FL
05.2017 - 05.2018
- Managed a Pipeline of 200+ loans.
- Made outbound and taking inbound calls on Retention and liquidation accounts to ensure deal is moving forward in timely fashion
- Followed up with borrower in regards to trial plans and supplemental payment plans
- Reviewed loss mitigation workout options with borrowers and real estate agents
- Strong analytical and problem solving skills to determine what is needed and where to spend effort to maximize results within assigned portfolio.
- Ensured supporting documents are complete and accurate to submit for Underwrite and/or Quality Assurance.
- Achieved monthly quality goals of 96% or higher and achieved Excellent scoring 6-8 months out of the year
- Assisted with training other loss mitigation reps in regards to liquidation portfolio.
Loan Originations Jr. Underwriter
Ditech Financial
Jacksonville, FL
08.2016 - 05.2017
- Underwriting approval of $500,000
- Processed refinanced loans on Conventional, FHA and VA loans.
- Managed a pipeline of 10-20 loans with an average of 6-7 closings per month
- Reviewed loans for conditions listed on the 1098 application and calculated income
- Executed the loan origination process Complied with all regulatory requirements.
- Analyzed loan-to-value ratios, debt to income ratios and credit scores to make underwriting decisions.
Loss Mitigation Team Lead
Ditech Financial
Jacksonville, FL
01.2014 - 07.2016
- Optimized staffing levels with strategic scheduling and task delegation through Canvas and Workforce Management
- Analyzed employee workloads to meet inbound call fluctuation needs.
- Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity.
- Trained new employees on Liquidation and Collections positions to support team efficiency.
- Interviewed, hired and trained new Liquidation representatives.
- Maintained open and professional team relationships to quickly identify and resolve issues.
Liquidation Specialist
Ditech Financial
Jacksonville, FL
04.2010 - 02.2014
- Perpetually managed an FHA, FNMA and Freddie Mac portfolio of 75+ loans
- Collected and reviewed financial documentation for income analysis
- Managed portfolios from the receipt date to Final HUD approval, 25-60+ closed per month Interacted with Realtors, authorized 3rd parties, attorneys, borrowers and Insurers daily
- Assisted extensively with training new hires on FHA policies and procedure Initiated, monitored, negotiated, documented and transacted short sales
- Reviewed and monOCCred daily task reports to comply with the OCC requirements
- Prepared liquidation documents for closing such as Arms Length Transaction documents, Final Approval Letters, corrected GFE's/final HUD-1's and other critical documents
- Assisted with implementation of updated workflow procedures for the department
Mortgage Closer responsibilities: - Prepared final modification documents for Freddie Mac residential loans
- Reviewed loan files and title commitments to ensure within compliance
- Managed and closed all assigned modifications timely
- Gathered modification final figures, input information, and generated documents for delivery
- Communicated with borrowers regarding their modification status
Education
High School Diploma -
William M. Raines High School
Jacksonville, FLSkills
- Underwriter/Negotiator/Collections experience
- Sagent/EDMS
- MSP/Black Knight
- FHA Connection/EVARS/Workout Prospector
- USCe/PaymentUS/Letters Xpress
- Lexis Nexis/Avaya/automated dialer
- Soarian Appointment scheduler
- AllScripts
- Audit response participant
- Loan originations
- Excel/Word
- Mortgage loans
- Regulation Policies
- Quality
- Managerial experience/Trainer
- Team management
- Supervision & leadership
- Team Building
- Decision-making
Timeline
Mortgage Customer Service Representative
University Bank
08.2024 - Current
Customer Service Representative
Northwell Health
03.2023 - 08.2024
Retail Sales Associate Cashier
DD's Discount Store
03.2022 - Current
Loss Mitigation Supervisor
Freedom Mortgage Corporation
04.2021 - 11.2022
Owner/Cook Manager
Nae Nae's Kitchen LLC
10.2020 - Current
Loan Processor Manager
Digital Risk Mortgage Services
08.2020 - 03.2021
Mortgage Loan Processor
Digital Risk Resources
04.2020 - 08.2020
Default Collections Manager
Ditech Financial
02.2019 - 03.2020
Default Collections Representative
Ditech Financial
05.2018 - 02.2019
Loss Mitigation Relationship Manager
Ditech Financial
05.2017 - 05.2018
Loan Originations Jr. Underwriter
Ditech Financial
08.2016 - 05.2017
Loss Mitigation Team Lead
Ditech Financial
01.2014 - 07.2016
Liquidation Specialist
Ditech Financial
04.2010 - 02.2014
High School Diploma -
William M. Raines High School