Mona Raphael
Wesley Chapel,FL
Summary
A self-motivated, detail-oriented Officer; Loan Servicing Operations Senior Representative with over 18 years of experience in banking operations and mortgage funding, seeking a position as a Loan Officer that will utilize my ability to work efficient in an individual/group environments while meeting or exceeding service level agreements, leadership experience with emphasis on customer experience. Areas of expertise include: Oral/Written Communications Mortgage Operations Fast Paced Environment Excellent work ethic Team Worker Operations and Project Management Focus and Discipline Strong Interpersonal Skills Problem Solving Flexible and adaptable Risk Management.
Overview
19
19
years of professional experience
Work History
Officer; Loan Servicing Operations Senior Representative
Bank of America
01.2015 - 10.2024
- Main function to handle all request and process same day (24hr SLA for both mailboxes (MDP Custodian Research and Collateral Research).
- Resolved complex loan issues, enhancing customer satisfaction.
- Process Active Portfolio by Custodian and Investor report.
- Streamlined loan processing workflows and managed complex customer account while maintaining strict compliance with banking regulations and federal guidelines.
- Analyzed data to identify trends, driving strategic decisions.
- Managed loan servicing operations, ensuring compliance efficiency.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Process Bana to Custodian Reconciliation report.
- Review Purchasing Servicing Agreement.
- Performs working sessions for the team to provide quality assurance feedback and ensure consistency.
- Created New Lost Note Affidavit.
- Managed Vault Master Log for the collateral files.
- Trained my peer on multiple functions to ensure there is always backups as needed.
- Serve as back up subject matter expert (SME) on all the function within the team.
- Delegated team tasks as needed.
- Hosts 60 Day Past Due call meetings with the Department Heads, Lost Note Affidavit and 46 Day Team, and Analysts.
- Managed, monitored, and tracked requests for collateral documents held at over 300 custodian site locations.
- Proficient in County Court Docket Research
Collateral Research
Bank of America
06.2014 - 12.2014
- Locate note or execute Loss Note Affidavit for foreclosed mortgages, lost notes, and bonds on mortgages.
- Performs various intermediate level production and support functions including applications compliance with Federal HMDA File NET imaging system, data entry, monitoring and review Vendor items, such as appraisals, title, and flood reports.
- Review approved applications for documentation requirements; preparing various closing document monitoring closed loan pipeline to ensure timely processing.
- Research and analyst data, lost collateral files, deeds, and notes for mortgages.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Post Closing Specialist II
Bank of America
02.2013 - 06.2014
- Contributed to the development of new policies and procedures aimed at improving overall post-closing operations within the company.
- Review files for complete and accurate documentation to include Deeds, Mortgages, Assignments and Title work.
- Actively work with outside sources such as the County recorder, Title Company, Underwriter, and outside vendors in the procurement of the documentation required to satisfy government and investor servicing agreements
- Assisted in resolving outstanding issues with underwriting teams, ensuring complete resolution before finalizing loan closures.
- Provide weekly reporting to upper management and internal/external customers as needed
- Report on the received loan documents and update the system of record
Foreclosure Specialist
Bank of America
11.2011 - 02.2013
- Developed and implemented a 'Foreclosure Complaint Process,' enabling the bank to solicit, review and resolve complaints, with an independent auditor reviewing and validating of BAC's complaint resolution process.
- Coordinated with property preservation teams to secure assets after foreclosure sales were completed successfully.
- Maintained and updated all portfolios by state given by foreclosure management.
- Collaborated with legal teams to ensure compliance with state and federal regulations during foreclosure proceedings.
- Administered property foreclosures, encompassing proper and timely assignation of cases to realtors.
Suspense Coordinator
Bank of America
03.2009 - 11.2011
- Monitored pipeline of suspended Loans to ensure 24 hours follow up is completed to expedite clearance of suspense conditions and loan purchaser.
- Ensure Target funding date so that all possible loans are purchased prior to the expiration date of the commitment.
- Review loans which cannot be approved for purchase due to outstanding suspense conditions.
- Handled communication of initial suspense conditions to the seller and follow up with a call to explain any required conditions, as necessary.
- Exhibited strong problem-solving skills, working collaboratively with team members to identify root causes and implement corrective actions for identified issues.
- Loans included government and conventional products as well as 203k loans.
JR-Suspense Coordinator
Bank of America /Countrywide Home Loans, Inc.
11.2005 - 03.2009
- Progressively tracked the progress of these loans to ensure timely completion of conditions to satisfy loan requirements.
- Collaborated with cross-functional teams to resolve complex issues and prevent further occurrences of suspense-related discrepancies.
- Conducted thorough reviews of daily suspense reports, verifying the accuracy and completeness of data entered.
- Updated departmental standard operating procedures and database to accurately reflect the current practices.
- Managed high volumes of transactions daily, balancing workload effectively while maintaining focus on quality service delivery.
- Developed strong working relationships with internal departments to facilitate prompt resolution of interdepartmental issues impacting suspense accounts.
Education
Bachelor of Science - Accounting And Finance
Saint Leo University
Saint Leo, FL06-2028
Skills
- Bank system applications
- Interpersonal skills
- Detail-oriented
- Organizational skills
- Customer relations
- Issue resolution
- Analytical skills
- Research skills
- Data analysis
- Computer literacy
- Technical literacy
- Microsoft Word
- SharePoint
- Excel
- Internet
- PDIM
- Outlook
Volunteer And Accomplishments
- Recognized for outstanding teamwork and department contribution that resulted in multiple Global Recognition award.
- Volunteered, Fill A Heart with Hope, Metropolitan Ministries, Feeding America, Habitat for Humanity and Go Red for woman.
Languages
French
Full Professional
English
Full Professional
Timeline
Officer; Loan Servicing Operations Senior Representative
Bank of America
01.2015 - 10.2024
Collateral Research
Bank of America
06.2014 - 12.2014
Post Closing Specialist II
Bank of America
02.2013 - 06.2014
Foreclosure Specialist
Bank of America
11.2011 - 02.2013
Suspense Coordinator
Bank of America
03.2009 - 11.2011
JR-Suspense Coordinator
Bank of America /Countrywide Home Loans, Inc.
11.2005 - 03.2009
Bachelor of Science - Accounting And Finance
Saint Leo University
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