Journaling
Shawann Hampton
Beaverton,OR
Summary
Experienced Mortgage Professional with 23yrs working in the industry seeking a position for growth opportunities. Accustomed to working with diverse public contact, excellent customer service skills, support and account collections, foreclosure. Performance-driven and self-motivated to accomplish task as directed without supervision, strong organizational and communication skills with the ability to work independently with peers and internal departments. Motivated team player who learns quickly and open to new challenges and responsibilities. Dedicated to high standards and work ethic with excellent problem-solving judgment. Able to take responsibility for all work activities and personal actions. Demonstrated to be responsible, reliable, and trustworthy. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
23
23
years of professional experience
Work History
Home Preservation Assistant
Umpqua Bank
06.2020 - Current
- Assist Home Preservation Officer with borrower contact to resolve on going borrower hardships and providing solutions to resolve current delinquency
- Daily collection calls averaging over 25 daily call requirement along with providing Inbound customer support and determine actions needed
- Responsible for uploading documents to loan servicing files in banking system and documenting in accordingly
- Assist in reviewing fc forms for referrals as needed
- Order title for completed modifications and respond to incoming inquiries for endorsements
- Train new associates as directed by management
- Excellent communication skills, both verbal and written
- Skilled at working independently or collaboratively with others
- Self-motivated, with strong sense of personal responsibility.
Portfolio Performance Specialist II
Mr. Cooper / NationStar Mortgage
03.2019 - 03.2020
- Researched outages (shortages/surpluses) that could impact investors and moved missing funds accordingly
- Collaborated with leadership and key business partners to develop and implement strategies to increase portfolio performance
- Mapped process activities to identify shortfalls and propose options to rectify operational inefficiencies
- Primary contact for insurer and investor, coordinating research for items requested within shared resource teams
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Passionate about learning and committed to continual improvement.
Final Release/Foreclosure Specialist
IBM
03.2014 - 03.2019
- Worked with vendors to ensure adherence to strict deadlines
- Ongoing improvements to processes, reporting and interface functionalities
- Provided quality control for vendor fees and invoicing
- Facilitate preparation of final release documents in accordance with established procedures and timelines
- Researched and perform analysis of data and make recommendations to Management Team
- Responded to inquiries or request from Customers internal/external
- Prepared all notices of default per terms of deed of trust on mortgage
- Identified and researched any discrepancies in financial documents
- Analyzed foreclosure sale bids, judgments, reinstatements and payoffs.
Workflow Specialist
Seterus/IBM
02.2009 - 03.2014
- Managed all email responses and responded in timely manner
- Responsible for generating and reconciling exception report for all resolutions type referrals
- Processed all trial and modification agreement for execution and approval
- Review waterfall for plan set by officer for approval
- Upload all documents received for hardship and review for qualifying plan
- Scheduled production timelines and project milestones to foster quality and client satisfaction
- Streamlined workflow processes by identifying inefficiencies and implementing effective solutions.
Correspondence Admin Specialist
LBPS/Merill Lynch
03.2006 - 02.2009
- Recorded and logged written inquiries received from customers in accordance with established policies and regulatory requirements
- Maintained electronic RESPA log of each piece of qualifying correspondence received and entered appropriate resolution upon completion
- Prepared and sent acknowledgment and loan workout letters, and Operation Home Rescue Brochures according to established procedures and timelines
- Responded to highly sensitive correspondence within deadline
- Opened, sorted, and distributed mail and faxes to officers
- Photocopied, sent/received faxes, and other clerical duties assigned by management
- Performed back up duties for other department functions as needed
- Created and updated records and files to maintain document compliance
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation
- Enhanced team productivity by streamlining processes and implementing time-saving strategies
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
Call Center Specialist/Collection
Wilshire Credit Corp
02.2001 - 03.2006
- Received inbound calls from customers regarding questions of their account profile, balances, escrow, payment inquiries, interest rate changes, and taxes
- Initiated contact to new customers to advise and update their loan status
- Documented all customer contact and correspondence received in accordance with established procedures and guidelines
- Responded and resolved customer complaints, disputes, and inquiries regarding servicing of their loan
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries
- Reduced average call duration, skillfully guiding customers towards optimal solutions in timely manner.
Education
Certificate - Automated Office Technology/Legal Assistant Legal Secretary -
Western Business College
Portland, OR10.1992
Skills
- Proficient in Windows
- MSP
- MS Word
- Encompass
- FCM
- Excel
- Microsoft Outlook 10
- Typing skills: 50 wpm
Interests
reading, hiking, puzzles
I enjoy in quiet time reading various books and puzzles which keep me focused and relax my mind if I had a busy week. My time is also spent hiking with my dog and being in the nature.
Timeline
Home Preservation Assistant
Umpqua Bank
06.2020 - Current
Portfolio Performance Specialist II
Mr. Cooper / NationStar Mortgage
03.2019 - 03.2020
Final Release/Foreclosure Specialist
IBM
03.2014 - 03.2019
Workflow Specialist
Seterus/IBM
02.2009 - 03.2014
Correspondence Admin Specialist
LBPS/Merill Lynch
03.2006 - 02.2009
Call Center Specialist/Collection
Wilshire Credit Corp
02.2001 - 03.2006
Certificate - Automated Office Technology/Legal Assistant Legal Secretary -
Western Business College
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