TIFFANY M. JONES
JACKSONVILLE,FL
Summary
Accomplished Loan Officer dependable in building customer base and exceeding business goals. Well-versed in loan products and customer engagement strategies. Pursues opportunities to build connections, increase bank revenue and cement loyalty.
Overview
8
8
years of professional experience
Work History
Licensed Mortgage Loan Originator
Obsidian Mortgage
11.2022 - Current
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Worked with underwriters to fix application problems and resolve issues.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Checked loan documents for accuracy prior to closing.
- Explained different types of loans pertaining to client situations.
- Negotiated loan terms and conditions with clients to maximize profitability.
Collections Specialist II
First American
01.2023 - Current
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Researched accounts and completed due diligence to resolve collection problems.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Trained new team members on scripts, company services, and collection strategies.
- Used probing techniques to determine debtors' reasons for delinquency.
- Counseled debtors on payment options and arranged installment agreements.
Loss Mitigation Specialist
Selene Finance
03.2022 - 12.2022
- Responsible for placing calls to customers regarding past due payments using assigned collection queues
- Update loan records to with customer profile information
- Document attempts to contact and customer conversations
- Responsible for sending appropriate correspondence to customers based on delinquency and other loan characteristics
- Answer customer inquiries related to past due payments and payment changes related to escrow, escrow analysis, and adjustable rates
- Review Documents Paychecks, 4506-t, uniformborrower assistance application and bank statements
- Responsible for advising customers on retention or non-retention loss mitigation options available based on loan type, state, and investor parameters
- Establish payment plan options to maximize borrower success in retaining their home
- Report loan status and/or process claims accurately and timely to investors, agencies, and/or PMI companies
- Monitor bankruptcy court status, processes, and accounts for loan payments associated with bankruptcy plan
- Prepare and file routine bankruptcy documents with the bankruptcy court
- Responsible for modifying or correctingcredit reporting and/or late charge assessment as situations require and research supports
- Work with credit repositories to ensure accurate reporting in accordance with the FACT Act
- Responsible for calculating income and reviewing customer financial information and make recommendations in accordance with loss mitigation option hierarchy or foreclosure
- Negotiate, calculate, draft, and monitor repayment, forbearance or loan modifications for receipt of payments in accordance with the agreement
- Responsible for obtaining inspections, BPOs, and/or appraisals
- Review results for recommendations regarding risk rating, charge offs, property repairs, and securitization
- Perform maintenance pertaining to charge-offs, non- accruals, and risk ratings
- Responsible for complying with policies, procedures, security requirements, and government regulations.
Funding Specialist ll
Rapid Mortgage Company
05.2021 - 10.2021
- Review executed closing package for accuracy and obtain any closing conditionsto provide funding authorization
- Prepare wire in Warehouse Bank website and submit for funding
- Once loan funded enters all details of closing and funding into the loan in LOS
- Upload emailed signed closing docs and any closing conditions provided into the loan in LOS Doc
- Storage
- Transfer Loan to Post Closing Queue once funded and emailed signed docs uploaded
- Provide any and all closing related documentation and/or conditions requested from Post Closing
- Prepare 3 DAY CD for TRID loans at processors request
- Respond to all communication with a high degree of urgency
- Respond on all follow-up communication in a timely manner.Communication should leave the impression with others that you are being as proactive as possible
- Communicate professionally and respectfully at all times
- Complete all Continuing Education requirements as announced and implemented company-wide
- Adherence to Performance Reviews Recommendations as established and implemented company-wide.
Closing and Funding Specialist ll
One Trust Home Loans
01.2021 - 04.2021
- Review loan documents for pricing and verify Credit File and Closing Documents for accuracy and completion
- Review title requirements for state specific deed/mortgage attachments and /or state mortgage tax requirements; Verify original Deed of Trust/Mortgage is complete with applicable attachments for recordingpurposes
- Help train new/ inexperienced funders on file flow and system efficiency
- Verify all liens of record will be eliminated or paid off for proper lien position
- Responsible for drawing and sending accurate Closing Documents to the Settlement Agent for closing
- Verify underwriting and funding conditionsare signed off on underwriting approval prior to funding loan
- Check documents to ensure they are complete, accurate and signature requirements are met
- Verify demands are current and figures are accurately reflected on the Closing Disclosure
- Ensures loans meet department policies and procedures for funded loans in accordance with Investor/Program guidelines, State and Federal rules and regulations
- Check Closing Disclosure to ensure maximum cash back and cash to close are within ProgramGuidelines
- Check all liens and pull demands for payment on title
- Ensure the Title Package, including Funding Figures/ Demands/ Security Instruments/ Shortage Checks are sent to title, and title is ready for the funding wire
- Confirm loan information in the company system is accurate and initiate computerized loan funding process
- Obtains title disbursement ledger after funding/disbursement, balances system, and issues Post Consummation
- Closing Disclosure
Mortgage Loan Closer
Harrison National Employment, Freedom Mortgage Corporations
08.2020 - 11.2020
- Review CD’s, LE’s, Disclosure history and identify compliance violations and over tolerances
- Review Case Number Assignment, Title Commitments, Insurance Policies, PMI Certification and all loan documents for accuracy
- Review all files for completeness and accuracy to ensure compliance with underwriting, government, and Investor and company requirements
- Maintain open lines of communication with all parties to obtain loan statusinformation
- Provide timely communications regarding closing status as appropriate
- Ensure all loans are closed in strict accordance with all guidelines
- Understand and adhere to all existing and/or changes to internal or external guidelines, processes and procedures as soon as they are implemented
- Responsible for preparing and verifying final figures
- Coordinate closings with title companies
- Review Fraudguard
- Look over conditions to task and assign the file to Junior or Senior Underwriter for condition review
- Request additional items from Brokersat the request of AEs, Underwriters or Closers
- May sign off on non-UTR conditions within Client Service Representative authority
- Handle customer and AE status inquiries
- Run flood certification and update information in the system.
Accounts Receivable Specialist
Genpact, GE Healthcare Equipment Finance
01.2019 - 08.2020
- Business to Business collections
- Reconcile customer accounts and ensure all payments are accounted for and properly posted
- Maintain aging of assigned customer accounts to include timely contact of past due accounts
- Review and verify invoice amounts
- Communicate with Accounts Payable
- Update account information
- Process payments by ACH and credit cards
Mortgage Account Resolution Specialist
Wells Fargo Home Lending
06.2018 - 02.2019
- Perform customer service and collection activities on accounts
- Responsible for the verification of all customers with 100% accuracy
- Completed special assignments as needed
- Educated and advised clients on the home buying process and how to better manage their mortgage(s)
- Issued account credits and reverse returns to secure additional payments
Mortgage Loan Processor
Select Portfolio Servicing
03.2015 - 06.2018
- Responsible for ensuring that all loan documentation is complete accurate verified and complies with company policy
- Verify loan documents including income credit appraisal and title insurance ultimately preparing application for submittal to underwriting
- Review file documentation and make sure all items needed are requested
- Order and coordinate loan documents
- Meet crucial deadlines requested
- Complete assigned paperwork for Consumer Loan Manager and Loan Officers; complete records and reports promptly and accurately
- Support and assist area personnel
- Maintain departmental files
- Attend and participate in meetings
- Keep management informed of area activities and significant problems
- Perform miscellaneous clerical and secretarial functions as needed
- Ensure work area is clean, secure and well maintained
- Perform any additional duties/activities assigned by management
- Mortgage Loan Closer
- Manage loan pipelines and provide client support to get loans cleared-to-close (CTC) within expected turn-times
- Work directly with clients to provide training and daily support for loan delivery
- Primary contact for Brokers, Correspondents, and Account Executives (AEs)
- Engage in verbal and written communication with AEs and Brokers
- Help with the processing of more complex loan approvals
- Assist with rates and lock extensions
- Maintain a healthy pipeline of mortgage loans
- Prepare legal documents for title companies and attorneys
- Maintain open lines of communication with all parties to obtain loan status information
- Customer Service Rep II
- Verified data, identified issues, researched solutions, and performed a variety of procedural tasks for complex functions around newly funded loans
- Conducted research and analysis of loan issues and provided solutions with efficiency
- Bankruptcy payments
- Document review to assist with mortgage modifications
- Call center
- Collections on loans 31+ past due
- Basic educating customer on their mortgage
Skills
- Organization
- Customer Service
- Adaptability
- Leadership
- Operations
- Communication
- Detail Oriented
- Decision Making
- Accounts Receivable
- Collections
- Account Credits
- Payment Disputes
- Problem Solving
- Time Management
- Microsoft Office
- Black Knight
- 55 WPM
- Data Entry
- Encompass
- Mortgage
- Client Interviews
- Motivational Techniques
- Regulatory Compliance
- 10-Key Data Entry
- Calculate Payments
Education
GED -
Andrew Jackson High School
Jacksonville, FLTimeline
Collections Specialist II
First American
01.2023 - Current
Licensed Mortgage Loan Originator
Obsidian Mortgage
11.2022 - Current
Loss Mitigation Specialist
Selene Finance
03.2022 - 12.2022
Funding Specialist ll
Rapid Mortgage Company
05.2021 - 10.2021
Closing and Funding Specialist ll
One Trust Home Loans
01.2021 - 04.2021
Mortgage Loan Closer
Harrison National Employment, Freedom Mortgage Corporations
08.2020 - 11.2020
Accounts Receivable Specialist
Genpact, GE Healthcare Equipment Finance
01.2019 - 08.2020
Mortgage Account Resolution Specialist
Wells Fargo Home Lending
06.2018 - 02.2019
Mortgage Loan Processor
Select Portfolio Servicing
03.2015 - 06.2018
GED -
Andrew Jackson High School
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