Tyrone Long
Lewisville,United States
Summary
Senior Loan Modification Reconciliation Specialist with over 15 years in mortgage servicing and loss mitigation. Proficient in Fannie Mae and Freddie Mac guidelines, Black Knight MSP, and comprehensive loan modification processes. Demonstrated ability to resolve complex issues while maintaining compliance and enhancing customer satisfaction. Experienced in cross-functional collaboration and training teams in diverse environments.
Overview
16
16
years of professional experience
Work History
Customer Triage Specialist
Open System Technologies
Plano, United States
11.2025 - Current
- Serve as primary point of contact for homeowners, authorized representatives, and internal/external stakeholders.
- Investigate and resolve complex inquiries involving loan modifications, payment disputes, escrow issues, mortgage release eligibility, and general servicing concerns.
- Conduct root‑cause analysis across multiple systems to provide accurate resolutions.
- Represent Fannie Mae with professionalism and subject‑matter expertise.
- Identify and escalate deficiencies in servicing processes and internal procedures.
- Manage high‑volume inquiries in a fast‑paced environment while meeting deadlines.
- Contract – Fannie Mae
Loan Modification Sr Associate
Mr. Cooper
Lewisville, United States
02.2021 - 08.2025
- Execute Service Transfer process for both inbound and outbound loans that Mr. Cooper acquires and sells.
- Work closely with customer relations, litigation, mod fulfillment, loss mitigation, collateral, and underwriting departments to ensure accuracy on all high priority escalations.
- Assist team with internal and external company audits as needed.
- Responsible for a daily queue in Microsoft Excel and SharePoint.
- Assist team with internal and external company audits for Fannie Mae /Freddie Mac as needed.
- Settle Fannie Mae/ Freddie Mac loans for payment deferrals and FLEX modifications.
- Assisted in Fannie Mae Underwriting loans for modification approvals.
- Training our Offshore Optic team and Onshore team in Freddie Mac/Fannie Mae settlements.
Operations Sr Specialist I/Underwriter
JPMorgan Chase
Lewisville, United States
07.2015 - 07.2020
- Reviewed and completed bankruptcy documents ensuring accurate information such as name, title, state, and country.
- Performed timely follow-up with attorneys and bankruptcy trustees.
- Ensure that follow-up for discharges, and other critical steps such as request referrals on delinquent bankruptcies, managed on a timely basis.
- Maintained a production tracking sheet, including updating systems to reflect document completion.
- Performed administrative tasks, including Default tracking work queue for loan set up and completing document copy requests received by attorneys.
- Primary duty providing default loan monitoring for JPMorgan Chase Bankruptcy Operations, ensuring compliance with federal bankruptcy law for mortgage loans affected by Chapter 7, 11, or 13 bankruptcies.
Operations Sr Specialist I/Underwriter
JPMorgan Chase
Lewisville, United States
07.2015 - 07.2020
- Research and respond to internal inquiries from internal associates or other business partners regarding issues such as missing documents, ordering certain third-party services, reviewing “specialty flags,” researching loan history, performing root cause analysis.
- Facilitate the gathering of underwriting documents both pre-and post-Underwriting decision.
- Perform Calculations to determine if a customer approved or denied mortgage loan modification.
- Run Data Verification to make sure there are no fraudulent activities associated with mortgage.
- Analyze complex financial information including calculation of income and debt ratios, verification of assets, collateral review, and credit review.
- Monitor account status to ensure movement through Loss Mitigation timelines.
- Review legal documents, titles, bankruptcy documents, appraisal reports, previous modification documents, and flood zone documents in providing a decision if a customer approval or denial for a loan modification.
- Ensure loans are decision within 30 days to prevent regulation audit failures.
- Routinely exceed the expected quality accuracy level of 95% each month.
- Selected to participate in testing and implementing new processing techniques and report findings to management to increase department efficiency.
Mortgage Loan Coordinator
Capital One
Plano, United States
08.2013 - 03.2015
- Reviewed customer’s escrow accounts and explain disbursements made for taxes and insurance.
- Answered customer’s questions regarding their adjustable-rate mortgage terms, rate changes, interest rate calculation, and payment options.
- Provide customers with information requested through verbal or written correspondence and maintain accurate records (i.e., balance statements, document copies, and account history).
- Took mortgage payments over the phone, answering questions customers had related to all aspects of mortgage servicing.
- Reviewed customer’s payment history to make sure payments were posted correctly to the mortgage.
- Reviewed escalation correspondences sent to the office of the president and resolve customer issues.
Mortgage Loan Specialist
Next Source (Contractor for Capital One)
New York, United States
11.2012 - 08.2013
- The following role was a temporary position. Capital One contract job for 9 months with the job duties listed above and hired permanently after assignment was over.
- Temporary position.
Customer Relationship Manager/Mortgage Customer Specialist
Bank of America
Plano, United States
12.2009 - 01.2012
- Assisted existing borrowers who had trouble meeting their monthly financial obligations by skillfully probing and evaluating customers for various workout programs, including loan modifications, special forbearance, and home liquidation options such as short sale and deed in lieu.
- Called customers and requested financial documents that the underwriter needed to evaluate loans for workout assistance.
- Resolved any questions or concerns customers may have had about their loan with Bank of America and promoted additional services that a customer might qualify for.
- Performed routine account maintenance or transactions such as updating new accounts, homeowner’s insurance policies, and analyzing escrow accounts and solving payment issues on customers’ accounts.
- Responded to customers’ correspondence by emails, fax, phone calls, and other requests.
- Reviewed financial docs such as paystubs, benefit income, profit & loss statements and made sure the docs comply and sent to underwriting.
Education
Bachelor’s Degree in Criminal Justice - Minor in Economics
University of North Texas
Denton, TX05.2026
High School Diploma - General Studies, High School Academic Diploma
Hueytown High School
Hueytown, AL05.1999
Jefferson State Community College
Birmingham, ALSkills
- Risk assessment and auditing
- Report generation
- Research and problem-solving
- Microsoft Office proficiency
- Black Knight MSP expertise
- LoanSphere familiarity
- Fannie Mae and Freddie Mac knowledge
- FHA, VA, and USDA programs
- HELOC loan processing
Awards
- Bank of America Loss Mitigation Associate of the Month, 12/01/11
- Capital One Servicing One Award, 01/01/15
- Chase CA OPS Employee of the Month, 03/01/16
- Chase CA OPS Employee of the Month, 05/01/16
- Chase CA OPS Employee of the Month, 05/01/17
- Chase CA OPS Employee of the Month, 09/01/17
- Chase CA OPS Employee of the Month, 05/01/18
- Chase CA OPS Superstar 1st Half of 2018
Timeline
Customer Triage Specialist
Open System Technologies
11.2025 - Current
Loan Modification Sr Associate
Mr. Cooper
02.2021 - 08.2025
Operations Sr Specialist I/Underwriter
JPMorgan Chase
07.2015 - 07.2020
Operations Sr Specialist I/Underwriter
JPMorgan Chase
07.2015 - 07.2020
Mortgage Loan Coordinator
Capital One
08.2013 - 03.2015
Mortgage Loan Specialist
Next Source (Contractor for Capital One)
11.2012 - 08.2013
Customer Relationship Manager/Mortgage Customer Specialist
Bank of America
12.2009 - 01.2012
Bachelor’s Degree in Criminal Justice - Minor in Economics
University of North Texas
High School Diploma - General Studies, High School Academic Diploma
Hueytown High School
Jefferson State Community College