TORLISHA HUNTE
Richmond,TX
Summary
Detail-oriented and results-driven professional with over 10 years of experience in loan servicing, processing, and customer support. Skilled in managing large loan portfolios, risk management, regulatory compliance, resolving delinquent accounts, and guiding borrowers through complex lending and repayment processes. Recognized for delivering exceptional customer service, meeting deadlines under pressure, and driving compliance across mortgage and financial assistance programs. Consistently delivers results by leveraging problem-solving skills, attention to detail, and delivering high-quality customer service while achieving results under pressure. Strong analytical skills and attention to detail contribute to successful outcomes.
Overview
17
17
years of professional experience
Work History
Loan Specialist
Benchmark Credit Union Services
Houston, TX
04.2024 - 11.2024
- Managed delinquent loans from 14 days to charge-off, covering home and vehicle loans.
- Assessed member income to confirm eligibility for payment plans and loan modifications.
- Issued demand letters for accounts overdue by 30 or 45 days to encourage repayment.
- Processed checks and applied funds for voluntarily surrendered or repossessed properties.
- Monitored loan portfolio progress to ensure adherence to repayment plans.
- Maintained customer relationships while pursuing new business opportunities.
- Collaborated with attorney office to initiate lawsuits for unpaid loans.
- Responded swiftly to customer inquiries and complaints regarding account status.
Loan Specialist Assistant
Small Business Administration
Remote
06.2022 - 06.2023
- Managed portfolio of delinquent EIDL/Disaster loans to secure payments and bring accounts current.
- Negotiated effectively with borrowers and third parties to resolve complex disputes.
- Verified all documents provided by applicants for accuracy and completeness.
- Set up debt payment plans based on client credit, income and assets.
- Ensured compliance with all federal, state, and local laws governing lending practices.
- Guided investigations, examining servicing, collection, and liquidation actions for optimal outcomes.
- Responded to payoff demands from escrow companies and researched reconveyance requests.
- Provided written responses to borrower inquiries regarding residential and commercial loan servicing.
- Assessed fiscal responsibility of borrowers after conducting thorough financial analyses.
- Finalized releases and notices of fully paid accounts upon receipt of certified funds.
- Verified completeness of loan packages to ensure documentation supported loan structures.
Servicing Specialist
IEM- North Carolina Housing Authority
Remote
04.2022 - 05.2023
- Managed an assigned portfolio for application approvals, ensuring compliance with established guidelines.
- Processed final approval stage for North Carolina Homeowners Assistance Fund efficiently.
- Reviewed housing documents, including taxes, insurance, and mortgage for payment accuracy.
- Developed relationships with program clients and mortgage servicers to facilitate communication.
- Monitored data delivery between mortgage servicers through CDF file processes.
- Filed and maintained loan records.
- Delivered prompt, knowledgeable solutions to address customers' loan service issues.
- Monitored loans to verify adequate and current insurance coverage.
- Ensured timely responses were sent out for customer correspondence received via email or phone calls.
Loan Processor
1 West Commercial
Houston, TX
09.2021 - 01.2022
- Processed mortgage loans with precision, entering application data into software efficiently.
- Maintained a pipeline of over 25 files, prioritizing customer service excellence.
- Executed entry of new loan applications; ordered required documents for complete loan files.
- Organized and reconciled application data, submitting files to Underwriters accurately.
- Collaborated with Asset Management and borrowers to fulfill requests for payoff demands and property access.
- Finalized Estimated Settlement Statements and LOIs, ensuring clarity on loan document status.
- Addressed borrower concerns and specific file conditions with meticulous attention to detail.
- Managed pipeline of loans ensuring that all deadlines are met and loans progress to closing.
- Maintained fast-paced schedule by consistently providing satisfactory application approval turnaround times.
- Evaluated financial statements and contacted institutions and customers to clarify details.
- Coordinated with underwriters to resolve mortgage application issues and obtain necessary documentation.
- Performed detailed credit analysis to assess borrowers' ability to repay loans.
Claims Assignment Manager
Reverse Mortgage Solutions
Houston, TX
07.2017 - 06.2020
- Prepared and corrected mandatory documents for HUD assignment related to reverse mortgages.
- Researched and documented HOA contact data to expedite inactive loans.
- Collaborated with title company to resolve chain-of-title issues effectively.
- Examined tax amounts, addressing delinquent payments with local, state, and federal authorities.
- Confirmed absence of open claims for each property prior to HUD upload.
- Established default timelines using Navigator loan servicing database to enhance efficiency.
- Proposed or approved modifications to project plans.
- Managed multiple projects concurrently while meeting tight deadlines.
Customer Service Advocate
UnitedHealth Group
Sugar Land, TX
04.2015 - 07.2017
- Achieved high first-call resolution by promptly identifying customer issues and solutions.
- Collaborated with care providers to schedule appointments and enhance communication with specialists.
- Assisted in claims processes, confirming payments and submitting cease order requests.
- Analyzed complex matters across databases to collaboratively resolve escalated customer concerns.
- Ensured alignment with performance goals regarding efficiency, call quality, and customer satisfaction.
- Enrolled members in health programs to improve wellness while managing costs effectively.
- Educated members on pre-authorization updates and provided status on submitted predeterminations.
- Supported Customer Response Group by distributing documents and sourcing providers.
Asset Manager
Ocwen Loan Servicing
Houston, TX
09.2013 - 11.2014
- Directed daily operations to develop workout solutions for loans within designated portfolio.
- Evaluated documentation to ensure proposed offers aligned with investor goals.
- Approved final HUD/Net Sheets, facilitating fund disbursement upon closure.
- Managed bankruptcy properties and supported attorneys during mediation processes.
- Established comprehensive timelines for FHA and VA collections and reviews.
- Created performance metrics for long-term assessment of investment portfolios.
- Cultivated relationships with brokers, financial advisors, and bankers providing asset-related services.
Portfolio Manager
Litton Loan Servicing
Houston, TX
12.2007 - 09.2013
- Directed performance management for 200+ accounts from inception to foreclosure sale.
- Mentored and coached new hires to ensure compliance with policies and metrics.
- Developed asset performance strategies for non-performing assets through data analysis and market research.
- Reviewed waterfalls to assess eligibility for HAFA, HAMP, and related programs.
- Identified cost-reduction opportunities through comprehensive reviews and evaluations.
- Executed detailed risk assessments to inform investment decisions and portfolio strategy modifications.
- Administered regular performance appraisals for subordinates via verbal and written feedback.
- Maintained accurate transaction records within portfolio management systems.
Education
Some College (No Degree) - Business Administration
Wharton County Junior College
Sugar Land, TXSkills
- Mortgage lending and servicing
- Loan modification and escrow
- Customer service and support
- Account reconciliation
- Leadership and teamwork
- Loss mitigation strategies
- Financial analysis
- Funding and risk management
- Effective communication
- Time management
- Problem-solving techniques
- Regulatory compliance
- Microsoft Office proficiency
- Loan processing
- Document verification
- Delinquency resolution
Timeline
Loan Specialist
Benchmark Credit Union Services
04.2024 - 11.2024
Loan Specialist Assistant
Small Business Administration
06.2022 - 06.2023
Servicing Specialist
IEM- North Carolina Housing Authority
04.2022 - 05.2023
Loan Processor
1 West Commercial
09.2021 - 01.2022
Claims Assignment Manager
Reverse Mortgage Solutions
07.2017 - 06.2020
Customer Service Advocate
UnitedHealth Group
04.2015 - 07.2017
Asset Manager
Ocwen Loan Servicing
09.2013 - 11.2014
Portfolio Manager
Litton Loan Servicing
12.2007 - 09.2013
Some College (No Degree) - Business Administration
Wharton County Junior College