Frank E. McCain II
Tempe,AZ
Summary
Experienced Mortgage Servicing Professional with a proven track record in resolving complex customer issues and consistently delivering exceptional customer experiences. Recognized for efficiency and strong organizational abilities, thriving in team-oriented environments. Committed to achieving utmost customer satisfaction, driving business goals, and attaining sales excellence. Results-oriented leader with exceptional communication, problem analysis, and organizational skills. Adaptable and tech-savvy with over 20 years of experience in customer service and relations, ready to excel in any dynamic work environment.
Overview
17
17
years of professional experience
Work History
Customer Service Team Lead
NewRez/Shellpoint Mortgage Servicing
06.2024 - Current
- Supports representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coaches new team members on service techniques and provides scoring through quality assurance program.
- Addresses escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Resolves complex customer complaints and issues
- Coordinates with other departments to resolve customer issues.
- Ensures that team is delivering a high level of customer service that meets or exceeds customer expectations.
- Compiles and analyzes performance data to measure productivity and goal achievement.
Outbound/Inbound Team/Quality Assurance Specialist
Specialized Loan Servicing/ Computershare
07.2013 - 05.2024
- Maintained a high volume of inbound and outbound calls and met demands of busy and productive group.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Listened and recorded phone conversations within the department and graded agents on a scorecard.
- Provided employee feedback, answered any questions regarding quality scores and was responsible for ensuring agents knew and understood the company's call standards.
- Trained new hires .
- Served as a subject matter expert on call center quality assurance, provided guidance and expertise to colleagues and management as needed.
- Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
- Partnered with quality assurance teams to align training content with industry best practices and compliance standards.
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
Foreclosure Specialist & Customer Retention
Specialized Loan Servicing/ Computershare
07.2013 - 05.2024
- Managed high volume of complex cases simultaneously while maintaining exceptional levels of organization and attention to detail.
- Maintained risk mitigation deadlines by efficiently prioritizing risk identification tasks, monitoring work-order requests, and problem solving by negotiating resolutions.
- Performed financial analysis and assessment of borrowers' financial standing to establish mortgage reinstatement options.
- Demonstrated expertise in various federal and state regulations governing foreclosures, ensuring full compliance with all legal requirements.
- Coordinated with borrowers, within investor and vendor guidelines, to resolve any delinquencies and prevent foreclosure proceedings.
- Prepared and submitted foreclosure referrals to counsel for eligible delinquent loans.
- Evaluated foreclosure litigation paperwork, affidavits, and post-sale documents.
Loan Processor & Customer Retention Specialist
JP Morgan Chase Bank
07.2010 - 06.2012
- Assisted home lending borrowers within strict deadlines.
- Utilized multi-window CRM systems to conduct complex tasks for loan modification, forbearance agreements, deed-in-lieu executions, applied payments, appraisal orders, and validation of HUD/Settlement Statements for loan originators and borrowers.
- Negotiated resolutions for customer concerns regarding their active mortgage.
- Ensured accuracy of client information, verifying data collected during application process and updating records as needed.
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Reviewed credit reports and ordered credit updates and corrections as requested.
- Ordered title, tax transcripts, and credit supplements as needed, in addition to applicable inspections and reports.
Loss Mitigation-Team Lead
Wells Fargo
03.2009 - 07.2010
- Managed a high-performing loss mitigation team, ensuring adherence to company policies and federal regulations.
- Reduced delinquency rates by implementing effective loss mitigation strategies and monitoring their progress.
- Mentored junior team members, fostering professional growth and development in the field of loss mitigation.
- Implemented quality control measures to ensure accuracy in documentation and compliance with regulatory requirements.
- Developed training materials for new hires to enhance understanding of loan modification options and relevant procedures.
Loss Mitigation Specialist
Calvary Mortgage
02.2008 - 03.2009
- Demonstrated expertise in various loss mitigation options, including loan modifications, forbearance agreements, short sales, and deed-in-lieu transactions.
- Enhanced operational efficiency by streamlining loss mitigation processes and documentation requirements.
- Collaborated closely with other departments such as collections or loss mitigation to ensure smooth transitions for clients undergoing the modification process.
- Negotiated successful loss mitigation resolutions with borrowers, leading to fewer foreclosures and minimized losses for the company.
Education
Bachelor of Science -
Arizona State University West
Phoenix, AZ09.2025
Bachelor of Science - Psychology
Arizona State University
Phoenix, AZ01.1999
High School Diploma -
Flagstaff High School
Flagstaff, AZ01.1995
Skills
- Customer Service
- Quality Assurance
- Loss Mitigation
- Management
- Microsoft Office
- Data Entry
- Written Communication
- Verbal Communication
- Detail Oriented
- Organization
- Goal Setting
- Independent Decision Making
- Team Collaboration
- GNMA, FNMA, FHLMC, CHFA/FHA experience
Timeline
Customer Service Team Lead
NewRez/Shellpoint Mortgage Servicing
06.2024 - Current
Outbound/Inbound Team/Quality Assurance Specialist
Specialized Loan Servicing/ Computershare
07.2013 - 05.2024
Foreclosure Specialist & Customer Retention
Specialized Loan Servicing/ Computershare
07.2013 - 05.2024
Loan Processor & Customer Retention Specialist
JP Morgan Chase Bank
07.2010 - 06.2012
Loss Mitigation-Team Lead
Wells Fargo
03.2009 - 07.2010
Loss Mitigation Specialist
Calvary Mortgage
02.2008 - 03.2009
Bachelor of Science -
Arizona State University West
Bachelor of Science - Psychology
Arizona State University
High School Diploma -
Flagstaff High School
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