Yurocka Locke
Orange Park
Summary
Experienced with building and sustaining strong client relationships. Utilizes effective communication and problem-solving skills to address client needs and ensure satisfaction. Track record of managing diverse portfolios and achieving client loyalty through strategic relationship management.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Relationship Manager Lead
Select Portfolio Servicing
12.2023 - Current
- internal leadership and quality assurance role responsible for training, mentoring, and evaluating frontline customer service and loss mitigation representatives.
- Agent Mentorship: Conducting one-on-one coaching sessions to review call recordings, improve customer de-escalation skills, and provide constructive feedback
- Escalated Issue Resolution: Assisting relationship managers or customer care experts with navigating complex, highly tense borrower accounts and loss mitigation disputes
- Compliance Oversight: Ensuring agents adhere to strict mortgage servicing regulations, such as RESPA, TILA, and CFPB guidelines, while handling financial hardships and foreclosures
- Performance Tracking: Monitoring key performance metrics (KPIs) like Average Handle Time (AHT) and first-call resolution
- deep understanding of loan modifications, repayment plans, and strict adherence to corporate scorecards.
Intake Spvsr. UW Lead FHA, VA, Conventional
Selene Finance
02.2015 - 12.2023
- Evaluated risk factors and assessed creditworthiness of loan applications.
- Developed underwriting guidelines to enhance decision-making processes.
- Calculate income and follow investor guidelines in making decisions for Loss mitigation underwriting
- Responsible for time sheets, one-on-one meetings, and pulling of underwriting reports to ensure the KPI matrix exceeds
- The ability to analyze and interpret business, professional, technical, or government documents. Effectively present information and respond to questions from my team or internal departments in a timely manner
- Strength in continuous learning by pursuing training and developmental opportunities. Measures self-worth against the standard of excellence. Also lead with other departmental functions such as internal auditing and new loan boarding
- Stay abreast of industry program requirements, including CFPB regulations, GSE/Insurer requirements
- Achieved high levels of underwriter certification, demonstrating commitment to professionalism and continuous learning.
- Developed comprehensive training program for new underwriters, significantly improving team skill levels.
- Handled Presidential and CFPB escalations in which I researched to resolve loan-level underwriting issues.
- Secured competitive advantage by staying informed of market trends and regulatory changes affecting underwriting.
- Boosted team productivity by leading workshops on advanced underwriting principles and practices.
Due Diligence Analyst
Digital Risk
02.2014 - 02.2017
- Exceptional phone etiquette and professional written communication skills.
- Execute high-volume daily outbound calls to employers and Human Resources departments to complete Verbal Verifications of Employment (VVOE).
- Review Financial Documents: Authenticate documents such as pay stubs, W-2 forms, and tax returns for consistency.
- Identify Discrepancies: Compare the verified information against the Uniform Residential Loan Application (Form 1003) to flag potential fraud or errors.
- Ensure Compliance: Adhere strictly to industry guidelines, including Fannie Mae, Freddie Mac, FHA, VA, and RESPA requirement
- Manage borrowers' confidential and Personally Identifiable Information (PII) with the highest level of security and professionalism.
- Strong multitasking abilities with experience using Microsoft Office (specifically Excel and Outlook) and Loan Origination Systems
- Conducted in-depth financial analysis to assess potential risks and opportunities in investment proposals.
- Evaluated compliance with regulatory standards during due diligence processes for acquisitions and mergers.
- Led strategic initiatives to improve data collection methods, resulting in more reliable analysis outcomes.
- Prevented potential losses by identifying inconsistencies in client information during the due diligence process.
- Communicated negative findings to lines of business and supplied guidance on course of action.
- Increased accuracy in risk assessments through diligent verification of client-provided information against third-party sources.
- Identified and researched patterns, trends and anomalies in transactional and customer data to detect and prevent suspicious activity related to money laundering and terrorist financing.
Component Analyst- Policy, Procedure, and Standard Development
Digital Risk
02.2014 - 11.2014
- Recognized the need for written information that addressed the goals and challenges, both company-wide and department-specific, for the client
- Managed and created, and implemented policies and procedures for the projects, as well as tasked with routine updates of training material
- Worked with the internal Legal review team to ensure the legal requirement matrix was routinely updated for script testing
- Created flow charts and attachments for customer service in accordance with RESPA/CFPB
- Managed reported finding revisions based upon any additional comments, recommendations, and suggestions from contributing parties such as services, legal, underwriters, customer service, and other departments
- Responsible for P&P related document distribution to the production team and corresponding up-training
- Worked closely with internal departments to create the procedure of how to resolve inquiries, disputes, and complaints
- Created work process flow of interpreting payment histories, credit bureau reports, ARM adjustments, escrow disbursements, escrow analysis, and loan balance information.
Forensic Underwriter
Digital Risk
04.2012 - 02.2014
- forensic underwriting of FHA, FHLMC, and Conventional loans to ensure borrowers met the requirements of the Investor Guidelines or Master Agreement.
- Routinely reviewed VOE to validate and authenticate data, documents, and credentials to ensure accuracy, prevent fraud, and maintain compliance with industry regulations
- Calculate income, analyzing debt and assets, as well as completing an in-depth review of the completed appraisal and title.
- Ability to identify and/or clear red flags or alerts
- Ability to enter data into the client’s loan operating system, utilizing an automated underwriting system to determine approval and clearing conditions for Final Approval
- Utilized client reports to research specific characteristics of a subject property to determine if the loan our client purchased is deemed acceptable or must be rescinded back to the seller as a repurchase
- Create an Underwriter Document package that supported or addressed written claims of the Seller/Servicer breaching client’s contract and guidelines
- Routinely reviewed borrowers’ financials in accordance with investor guidelines, focusing on the ability to calculate income and assets
- Performed Credit Bureau Report review and completion of the 1008 Underwriter Summary, adhering to SAFE ACT compliance regulations
Senior Loss Mitigation Underwriter/ Construcion / Foreclosure Bids (Dual Role)
BB&T
07.2008 - 04.2012
- Managed responses to pending internal and external customer requests for evaluated property values
- Analyzed and funded construction loans, advance requests, and appropriate backup documentation in relation to construction-based risk. This included review of appraisals, inspection reports, title down dates, budget adequacy, and compliance with originations’ loan documentation
- Originated new construction disbursement funding in compliance with credit approvals, loan documentation, and established procedures
- Scheduled loan closings with title companies, accounting department, and warehouse banks to meet 24–48-hour SLA
- Performed flood insurance and forced placed insurance review
- Negotiated short sales and deed-in-lieu agreements for efficient resolution of distressed properties.
- Managed a portfolio of delinquent loans, effectively prioritizing cases to maximize efficiency and impact on recovery efforts.
- Successfully completed numerous loan modification requests resulting in borrowers'' ability to retain their homes.
- Analyzed foreclosure cases to determine eligibility for loss mitigation programs.
- Demonstrated expertise in various federal and state regulations governing foreclosures, ensuring full compliance with all legal requirements.
- Collaborated with legal teams to ensure compliance with state and federal regulations during foreclosure proceedings.
- Reduced foreclosure timelines by efficiently managing case files and ensuring timely completion of necessary tasks.
Education
Associate in Business - Business
Florida State College
Jacksonville, FLSkills
- Microsoft Office Suite, DAT, Visio, New Trak, Freddie Mac Early Indicator, Loan Prospector, spreadsheet software, ICAR , DARES, empower, 3270/Director Portal, AS400 Valuation solutions, LPS Desktop, Innovis, Core Logic, PDS, SITEX, Accurint, Microsoft Enterprise Vault aus, manual underwriter, fiserv, MSP, W-2 scripting, Lexis Nexus, Siebel, Oracle, 10 Key Knowledge of RESPA, TILA, TRID, Dodd-Frank, Bank Secrecy Act, Patriot Act, E-Oscar, SARA, Docent, spreadsheet software, accounts payable software, electronic mail, internet software, order processing software, database software and reporting, loan servicing systems, FISERV, MSP, RESPA/CFPB, Arm loan adjusting, loan balance information, escrow analysis, DU aka Desktop Underwriter, AU aka Automated Underwriter, word processing, FCRA(Fair Credit Reporting Act), Sagent
Customer advocacy,Client acquisition
Certification
- Freddie Mac Certification, May 2007
- Fannie Mae Certification, September 2015
- Default Regulatory Compliance Courses, NETg and Bankers
- Safe Act Certified/ NMLS Unique ID 929855
- Insurance Claims Adjuster License - W326952 Issue date 6/08/2016
- Certified Tax Consultant - PTIN# P01835871
Timeline
Relationship Manager Lead
Select Portfolio Servicing
12.2023 - Current
Intake Spvsr. UW Lead FHA, VA, Conventional
Selene Finance
02.2015 - 12.2023
Due Diligence Analyst
Digital Risk
02.2014 - 02.2017
Component Analyst- Policy, Procedure, and Standard Development
Digital Risk
02.2014 - 11.2014
Forensic Underwriter
Digital Risk
04.2012 - 02.2014
Senior Loss Mitigation Underwriter/ Construcion / Foreclosure Bids (Dual Role)
BB&T
07.2008 - 04.2012
Associate in Business - Business
Florida State College