RACHEL TOMKA
Beaumont,CA
Summary
Experienced Loan Counselor at Bank of America, specializing in loan modification negotiations and mortgage compliance. Proven ability to manage high-risk portfolios effectively while maintaining high standards of customer service. Strong background in financial reporting and analysis, with organizational skills that facilitate successful resolutions for homeowners in distress. Determined loan specialist proudly offering several years' experience in payment scheduling, conducting reviews of credit histories and assisting customers. A valuable employee observant of all data confidentiality rules and regulations. Skilled in developing client relationships and observing credit procedures. Attentive Loan Specialist with background in assessing credit history data and finding appropriate solutions perfect for customer needs. Ready for new position where loan evaluation background can be best utilized. Results-oriented professional knowledgeable about wide range of loan products. Professionally works with different customers to meet individual needs and maximize bank revenue. Analytical problem-solver tenacious in pursuing sales opportunities.
Overview
19
19
years of professional experience
Work History
Loan Counselor
Guild Mortgage Company
01.2022 - 04.2024
- Organization of performing activities directly related to the loan counseling functions.
- Primary role is the responsibility under direct to moderate supervision to assist homeowners through inbound and outbound calls in a high- volume call center.
- Handled monthly calls of 1048 as an average.
- Assisted homeowners with the best possible method to address early defaults. Using a variety of collection and work out solutions.
- The primary objective was to aid homeowners who are experiencing financial hardship by offering resolutions that are available for FHA, FNMA, FHLMC, VA USDA etc. to avoid losing their home.
Assistant Loan Processor
Freedom Mortgage
01.2021 - 12.2021
- Responsible for request Written and Verbal Verifications, requesting title reports, requesting payoffs.
- Working with loan officers and processors to request documents to complete the loan closing.
- Uploading all documents to the system using Encompass.
- Working with HVCC and sending them to the clients in a timely manner.
Loss Mitigation- SPOC
Freedom Mortgage
08.2020 - 01.2021
- Responsible as a single point of contact assigned to homeowners currently 45 days of delinquency or greater.
- Answering inbound and making outbound calls on assigned mortgage loans
- Working with assigned loans to help with repayment options to get them current on their mortgage.
- Assisted with COVID 19 Cares Act Forbearance on customers that were affected financially.
- Follow up on customer in my que, remaining as a point of contact until current or approved for loss mitigation.
- Helping with customer service and collections when needed on calls.
Customer Care
Freedom Mortgage
01.2018 - 08.2020
- Responsible for handing 300 calls daily inbound and outbound calls.
- Handing situations involving escrow analysis, taxes, hazard insurance, and working with multiple systems such as EDMS, Calabrio Venture, SAGENT, Proponisi & UltiPro
- Responsible for assuring all regulatory requirements are met.
- Building customer relationships by actively listening and resolving complaints
- Able to adhere to schedules, multitasking and deadlines.
- Professional communication skills
- Able to work in a fast-paced team environment.
- Maintain service level expectations and deliver quality service to customers.
- Providing information and knowledgeable assistance regarding mortgage loans in a timely manner
Sr. Collector
CTI Collection Technology
07.2013 - 12.2017
- Collection of Department of Education Student Loans
- Handling over 100 calls daily to provide loan payment options to resolve the defaulted student loans.
- Stressing the urgency of voluntary payment by offering the Loan Rehabilitation Program
- This would prevent any administrative wage garnishments and tax offsets.
Customer Relationship Manager- Home Retention
Bank of America
09.2009 - 06.2013
- Responsible for making and receiving calls from mortgagors to determine the reason for their delinquency.
- Assigned and proficiently maintain a portfolio of over 300 mortgage loans with minimal supervision.
- Use of time management and efficient organizational skills to prioritize working on high-risk loans.
- Review and analyze financial documents (tax returns, credit reports, title reports, profit & loss statements, and deed of trusts) to negotiate a new mortgage payment based on their income.
- Investigate and refer potential fraudulent and/or suspicious loans to Quality Control for further handling.
- Maintaining excellent communication when following up with distressed homeowners and authorized third parties.
- Documentation of all loans thoroughly and with accuracy making sure they receive a modification of their loan.
- Responsible for preparing all documents with high level of accuracy to quality control and the underwriting process making sure to stay in compliance with company guidelines.
- Successfully mastering many complex systems and adapting seamlessly through transitions/changes in policies and procedures
Card and Specialty loans -Senior Collector II
Bank of America
10.2005 - 09.2009
- Responsible for outbound/inbound calls to determine the reason for default.
- Managing a portfolio of 300 + accounts with minimal supervision
- Use of various skip tracing and other investigating tools to locate the customer.
- Responsible for collections on special loans
- Working with the borrower for possible options to avoid foreclosure or repossession.
- Working payment arrangements for customers on delinquent status
Education
High School Diploma -
Hamilton High School
City Of Los Angeles, CA06-1971
Skills
- Office applications proficiency
- Typing speed and accuracy
- Financial reporting and analysis
- Expertise in loan modifications
- Compliance with mortgage regulations
- Collection process management
Accomplishments
At Bank of America I was acknowledged with many months of reaching my goals. Will have them to provide when Interviewed
Timeline
Loan Counselor
Guild Mortgage Company
01.2022 - 04.2024
Assistant Loan Processor
Freedom Mortgage
01.2021 - 12.2021
Loss Mitigation- SPOC
Freedom Mortgage
08.2020 - 01.2021
Customer Care
Freedom Mortgage
01.2018 - 08.2020
Sr. Collector
CTI Collection Technology
07.2013 - 12.2017
Customer Relationship Manager- Home Retention
Bank of America
09.2009 - 06.2013
Card and Specialty loans -Senior Collector II
Bank of America
10.2005 - 09.2009
High School Diploma -
Hamilton High School
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