Tana Robinson
Kent,WA
Summary
To obtain a challenging and rewarding position to utilize my skills and become a productive member of the organization.
More than 20 years successful experience in customer service and support with recognized strengths in, account maintenance, problem-solving and troubleshooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems.
- Possess solid computer skills.
- Ability to train, motivate, and supervise customer service employees.
- A team player, acknowledged as "Total Quality Customer Service Professional."
- Develop plans, conduct audits and variance analyses.
Overview
14
14
years of professional experience
Work History
Housing Counselor
Urban League of Metropolitan Seattle
01.2024 - Current
- Conduct community outreach and marketing for homebuyer education workshops: conduct group intakes, home buying seminars, and budget and credit workshops: and provide accurate and clear information to the audience.
- Register clients seeking to purchase a home or other home related services: and explain the basic elements of the home buying process and the loan programs available, as well as down payment assistance.
- Assist clients with assembling the financial documentation required for households participating in the housing counseling program recognizing that clients may have unique circumstances which may affect the documentation they possess and where necessary develop a plan to meet documentation requirements and pull credit reports for clients.
- Create and maintain an up-to-date client file for each household with required documentation and forms in the proper order, including a credit report, signed intake form, income documentation, bank statements, HUD forms and all other required materials, enter all data into Home Counselor online software in a timely manner, and monitor the liens progress.
- Analyze client's credit history and provide them with a detailed understanding of their credit status, how it will affect their ability to have a lender provide them with a mortgage and develop alternative plans for the client based upon an analysis of the client's credit and provide applicable advice regarding borrowing.
- Calculate how much in monthly payments and the total loan amount a household can afford, based on their income, debts and savings.
- Create a financial plan for each client which accurately and clearly explains what they need to do to be able to qualify for a loan, a workout plan, loan modification, or other appropriate outcome.
- Become familiar with local financing programs and the mortgage programs offered by ULMS lending partners.
- Inform clients of their rights under Fair Housing laws and keep an eye out for potential Fair Housing Act violations.
- Work with the clients who are delinquent in their mortgage payments to help them determine the best methods to either catch up by developing and negotiating individual workout plans with the lender.
- Develop and implement marketing plans for bringing more clients into the ULMS program.
- Develop and implement fundraising activities designated to maintain or increase the existing office funding levels.
Foreclosure Specialist
Trustee Corps
01.2022 - 12.2024
- Ensure that each document is executed correctly, and all information on stated within the document is accurate.
- Review all supporting documents for the foreclosure to confirm we have everything we need to process the Notice of Default and set sale on the property.
- Refer qualifying files to Foreclosure Avoidance Program for Mediation.
- Order probate/heir searches for deceased borrowers.
- Perform SCRA/BK searches to ensure borrower has not filed for bankruptcy and is not active in the military.
- Send legal documents to record, send notices through I-mail to borrowers and lien holders.
- Answers incoming calls from clients and homeowners.
Escrow Assistant
CW Title & Escrow
01.2021 - 12.2022
- Assist with pre-closing preparation, open orders, calling sellers and buyers to obtain information on needed.
- Prioritize and manage multiple files simultaneously and assist escrow officer as needed.
- Scan and organize documents into the paperless document portal for funding.
- Request mortgage and utility payoffs and assist with reviewing title.
- Review purchase and sale contracts, work with agents to get items needed and request any missing addendums.
- Schedule sellers and buyers to sign loan closing documents.
- Assist lenders with funding and closing conditions.
Closing Processor II
Jet Closing
01.2019 - 12.2021
- Review items for accuracy for disbursement.
- Process closing in multi-state environment.
- Compare disbursement items against supporting documents to ensure accuracy.
- Review incoming and outgoing payments to file to ensure that the Settlement Statement/CD balance.
- Communicate issues to closers advising what is needed to disburse funds.
Foreclosure Specialist
Trustee Corps
01.2016 - 12.2019
- Review and reconcile reports between loan servicing system and other applicable software to ensure timeliness and quality.
- Respond to attorneys, vendors, clients and other departments disputes, inquiries and complaints related to the foreclosure action.
- Ensure that each document is executed correctly, and all information stated within the document is accurate.
- Responsible for meeting investor, insurer, and government agencies deadlines.
- Order and review title reports.
- Answers incoming calls from clients and homeowners.
Foreclosure Specialist
Northwest Trustee Services
01.2015 - 12.2016
- Ensures legal documents from title companies, county clerks and internal departments are requested and secured.
- Prepare legal notices.
- Records posting, service and publications charges, posting servicer and publication dates and similar documents and dates in the file tracking system.
- Order and review title reports.
- Maintains manual and electronic files.
- Assist Foreclosure Analyst as requested and answer incoming calls from clients and homeowners.
Foreclosure Specialist
Regional Trustee Services
01.2013 - 12.2015
- File production on under strict timelines while maintaining accuracy and adhering to state and federal mandates and restrictions.
- Intake of new files and files set up.
- Requesting and validating legal documents from various title companies and third-party vendors.
- Drafting, recording, and sending required foreclosure notices including but not limited to Notice of Default, Notice of Sale, Hud Notices, IRS notices and GSE correspondences.
- Order and review title reports.
- Perform SCRA/BK searches to ensure borrower has not filed for bankruptcy and is not active in the military.
- Servicer and borrower customer service responsibilities.
Skills
- Possess solid computer skills
- Ability to train, motivate, and supervise customer service employees
- A team player, acknowledged as 'Total Quality Customer Service Professional'
- Develop plans, conduct audits and variance analyses
Accomplishments
- Maintained key accounts.
- Proactive planning led to a notable increase in morale in all departments.
- Created customer satisfaction survey, drastically reducing potential problems.
Timeline
Housing Counselor
Urban League of Metropolitan Seattle
01.2024 - Current
Foreclosure Specialist
Trustee Corps
01.2022 - 12.2024
Escrow Assistant
CW Title & Escrow
01.2021 - 12.2022
Closing Processor II
Jet Closing
01.2019 - 12.2021
Foreclosure Specialist
Trustee Corps
01.2016 - 12.2019
Foreclosure Specialist
Northwest Trustee Services
01.2015 - 12.2016
Foreclosure Specialist
Regional Trustee Services
01.2013 - 12.2015