Patricia Stradford
RoundPoint Mortgage Servicing Corporation
Rock Hill,SC
1
Certification
14
years of professional experience
Dynamic, performance-driven professional with over 20 years of experience in customer service and a proven track record of accomplishments. Expertise in negotiation and adeptness at overcoming objections contribute to effective dispute management in fast-paced environments. Recognized for creativity and analytical thinking, consistently applying goal-oriented and solution-focused strategies to drive success. Strong organizational skills, self-motivation, and exceptional communication abilities enhance the capacity to deliver outstanding results while fostering positive client relationships.
Work History
Retail Supervisor
4 Months- Supervised daily store operations, ensuring adherence to company policies and customer service standards.
- Trained and mentored new staff, fostering a collaborative team environment and enhancing employee performance.
- Implemented inventory management processes, optimizing stock levels and reducing shrinkage rates.
- Led visual merchandising initiatives, improving product display effectiveness and driving sales growth.
- Assisted customers in locating products and making informed purchasing decisions based on their needs and preferences.
Merchant Lead
9 Months- Managed inventory levels to optimize stock availability and reduce excess merchandise.
- Developed and implemented promotional strategies to enhance product visibility and drive sales.
- Trained and mentored new staff on operational procedures and customer service excellence.
- Coordinated with suppliers to ensure timely procurement of high-demand products.
Retail Sales Associate
6 Months- Assisted customers in product selection, enhancing shopping experience and satisfaction.
- Maintained organized merchandise displays, ensuring optimal visual presentation and accessibility.
- Processed transactions accurately, handling cash and electronic payments efficiently.
- Trained new associates on store policies, customer service standards, and sales techniques.
Customer Resolution Intake Analyst
4 Years 1 Month- Analyzed client intake processes to enhance efficiency and accuracy in mortgage applications.
- Working with cross-department co-workers to ensure that all service delivery objectives are met
- Evaluated documentation for compliance with regulatory standards, ensuring quality control throughout the intake process.
- Developed training materials for new analysts, improving onboarding experience and knowledge retention.
Notary Public South Carolina
4 Years 5 Months- Checked documents for accuracy and correct signing before notarizing.
- Checked documents and identifying credentials for all parties.
- Examined documents for accuracy, completion and compliance before notarizing.
- Conducted thorough reviews of each document presented, reducing errors and increasing client confidence in the process.
Reverse Mortgage Consultant/Loan Coordinator NMLS ID 970007
10 Months- Perform QC Audit on new loan submissions, ensure minimum documentation included and complete loan application.
- Request any missing documentation from borrowers.
- Coordinate with loan officer regarding any issues with loan submissions, communicate any potential problems or issues to loan processor and submit loan package to loan processors for processing and underwriting.
Single Point of Contact
1 Year 2 Months- Owning all 90+ delinquent loans and contacting borrowers to pursue workout options.
- Review financial packages from customers and determine best resolution for investor and mortgagor, based on appropriate investor guidelines.
- Monitoring and performing frequent follow-up with borrowers on trial modifications to ensure conversion.
- Calculating and Negotiating workout terms with the borrower, finding the best execution to preserve value
Triage Specialist
1 Year 8 Months- Determine why customers are delinquent, formulate delinquency resolution strategy with the customer, and establish cash flow, when applicable, through the delinquency resolution process
- Effectively communicate with customers to obtain full understanding of their financial picture and their long-term commitment to resolve the delinquency and maintain their monthly payments
Customer Service Representative
2 Years 2 Months- Provide information and knowledgeable assistance regarding mortgage loans by retrieving loan information and providing customers their information quickly and efficiently.
- Answer internal calls, external calls and work calls from the Message Center and respond to customer requests within established time lines in order to maintain service level expectations in regard to call handling time and calls per hour.
Online Customer Service Representative
9 Months- Supports the following business lines: Consumer Service, Consumer Sales, Premier Banking, Credit Card Customer Service, the National Business Banking Center, Online Customer Service, and Home Equity Service.
- Communicate with clients effectively on a daily basis
Contact Center Representative
3 Months- Schedules/reschedules/cancels appointments: registers new patients; verifies patient demographics and health insurance while updating patient information in designated databases.
- Responds to patient/physician/medical offices general information request and/or inquiries
Loss Mitigation Specialist
2 Years 3 Months- Analyzes financial statements, tax returns, credit reports, and the value of the collateral in order to determine and recommend the most feasible and appropriate workout to the customer.
- Assist with modifying, FHA, VA, Freddie Mac and Fannie Mae mortgage investors.
- Handles multiple mortgage products that are 60+ days delinquent, as governed by investor, departmental and legal guidelines.
Education
Business Administration
High School Diploma
Skills
Optimistic outlook
Effective organizational skills
Proactive self-starter
Strong verbal communication
Effective written communication
Effective time management
Certification
License Mortgage Loan Originator NMLS ID #970007
Timeline
Retail Supervisor
Gabes, Gabriel Brothers
04.2026 - CurrentRead More
Merchant Lead
Gabes, Gabriel Brothers
07.2025 - 04.2026Read More
Retail Sales Associate
Gabes, Gabriel Brothers
01.2025 - 07.2025Read More
Customer Resolution Intake Analyst
RoundPoint Mortgage Company
07.2022 - CurrentRead More
Notary Public South Carolina
RoundPoint Mortgage Servicing Corporation
03.2022 - CurrentRead More
Reverse Mortgage Consultant/Loan Coordinator NMLS ID 970007
RoundPoint Mortgage Servicing Corporation
09.2021 - 07.2022Read More
Single Point of Contact
RoundPoint Mortgage Servicing Corporation
07.2020 - 09.2021Read More
Triage Specialist
RoundPoint Mortgage Servicing Corporation
11.2018 - 07.2020Read More
Customer Service Representative
Reverse Mortgage Solutions
06.2016 - 08.2018Read More
Online Customer Service Representative
Wells Fargo
09.2015 - 06.2016Read More
Contact Center Representative
WESTMED Practice Partners
03.2015 - 06.2015Read More
Loss Mitigation Specialist
Citi Mortgage
08.2012 - 11.2014Read More
York Technical College
Business Administration
Read More
Chester Senior High
High School Diploma
Read More