YVETTE THOMAS
Willow Grove,PA
Summary
Goal-oriented Mortgage Default Specialist/Assistant with forward-thinking and resilient mindset. Accurate, honest and detail-oriented in handling many projects. Bringing over 8 years in Executive /Administrative experience including customer service working to help clients and customers reach their needs. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Mortgage Default Specialist/Assistant - Remote
Freedom Mortgage Corporation
09.2019 - Current
- Calendar management for executive staff.
- Set up virtual meetings using Teams and/or Zoom.
- Run morning excel reports for management regarding multiple customer accounts,
- Create and distribute Pivot Point table reports to management of priority accounts for review.
- Use of task management tools to respond to management and customer inquiries.
- Compile and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Analyzed customer financial records to determine appropriate payment plan.
- Establish relationships with customers to encourage payment of delinquent accounts, Research billing errors and discrepancies to initiate corrective action.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Participate in collection campaigns to decrease loss and increase profitability.
- Developed and documented collection procedures and policies to comply with government regulations.
- Updates to Salesforce of client details and notes into system for interdepartmental access and review.
- Maintained accurate records of customer accounts, payments and payment plans.
- Excellent communication skills, both verbal and written
- Proved successful working within tight deadlines and a fast-paced environment
Senior Customer Service Specialist/Assistant
PHH Mortgage Services
04.2019 - 09.2019
- Inbound and outbound calls for loans current month owing through foreclosure in (different languages using language interpreter service).
- Effectively supply prompt, correct and professional responses to customer inquiries.
- Successfully resolve inquiries about payments, escrow, and loan terms.
- Display active listening skills, document loan activity in Fidelity/Black Night software.
- Actively collect on past due payments, set up payment arrangements, and figure out strategies to resolve delinquency.
- Foreclosure questions and concerns decide reason for default and discussed with customers about consequences of delinquency.
- Maintaining service levels and call center.
- Additional task, calendar management, document management, file support, and data entry.
- Resolved customer service issues using company processes and policies and provided updates to customers.
UCC Collateral Assistanct
TD Bank
08.2016 - 04.2019
- Data entry of all UCC collateral for residential and commercial loans onto daily spreadsheet for loan department.
- Gather all proper information for file completion of mortgages that were completed in payoffs to release customer liens.
- Provided backup coverage for other areas of collateral department, phones, faxing, mail distribution , and word processing.
- Help customers with payment plans for delinquent mortgage payments, loan modifications and supplied information about escrow accounts and repayment plans.
- Provide highest level of customer service when dealing with customers in all aspects of their loans.
- Developed and maintained relationships with customers, lenders and other third parties.
Executive Assistant to the Chief Executive Officer
AEROTEK
02.2016 - 06.2016
- Managed complex calendar scheduling with focus on proper allocation of executive availability.
- Prepared meeting agendas and briefing papers for members of board of directors and executive team.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Developed and maintained automated alert systems for important deadlines.
- Conducted research and analyzed data to provide detailed reports on various business topics.
- Used advanced software to prepare documents, reports, and presentations.
Administrative Assistant
THE NETWORK
02.2013 - 07.2015
- Provided receptionist coverage, calendar management and meeting updates for management and staff.
- Made international/domestic travel arrangements for Executive Office
- Setup meetings and coordinated employee events for outings and corporate events.
- Transcribed faxes and emails into formatted reports and readable files.
- Assisted HR with company's FMLA's, Short Term Disability, Worker's Compensation and EE benefits.
- Processed calls escalations in claims department, reconcile vendor invoices, data entry of payments and client updates and supplied calendar management and meeting updates.
Campaign Customer Service Rep - Call Center
SPECTRUM SERVICES
11.2011 - 01.2013
- Researched field tested scripted survey questions to respondents for campaign surveys over phone.
- Supplied field-tested questionnaires to respondents for completion by mail.
- Handled protecting respondent's' privacy by keeping their answers confidential in office.
- Questions regarding customer satisfaction, loyalty, consumer buying trends for different variety of products.
- Public Opinion polls surveys.
- Political polling surveys.
- Travel campaign surveys.
Executive Assistant
JP MORGAN CHASE, ASSET, GLOBAL REAL ESTATE
07.2011 - 10.2011
- Calendar management, phone coverage, arranged international/domestic travel services for Executives.
- Managed expense reports and invoice processing for department expenses.
- Responsible for editing and creation of Powerpoint presentations for meetings.
- Assisted HR with employee on boarding/off boarding procedures for new hires and terminations.
- Use of task management tools for daily reminders to Managing Directors of meetings via calendar, mobile and email.
- Coordinated setup of audio/video conferencing for internal/external meetings for executive offices.
Executive Assistant
FLETCHER ASSET MANAGEMENT
03.2011 - 07.2011
- Calendar management for Chairman and CEO, arranged complex international and domestic travel, visa and passport processing,
- Tracked office supply inventory, purchases and monitored office supply cost.
- Provided reception coverage, and reconciled reports, processed accounts payable and receivables for collections and payments.
- Arranged car service for employees and clients for meetings and travel.
- Responsible for faxes and copying projects for meetings including large print jobs.
- Binding multiple reports for large corporate meetings and events.
Executive Assistant
JP MORGAN CHASE, TREASURY SERVICES
04.2010 - 03.2011
- Calendar management, international and domestic travel for executive management team.
- Aided with employee on boarding/off boarding in conjunction with HR for new hires including exit interviews.
- Served as back-up to Senior Executive Assistant and coverage for various departments providing administrative support.
- Responsible for expense reports, invoice processing, phone coverage, fed-ex, car service, faxing and ad hoc jobs.
- Set up conference meetings for executive staff, employees, and vendors.
Executive Assistant
WILLIS REINSURANCE CAPITAL MARKETS SECURITIES
11.2006 - 01.2008
- Scheduled and attended meetings on behalf of executives, taking notes and recorded minutes for management review.
- Monthly expense reporting, reconciling trips, flights, car expense and mileage for executives business travel.
- Assisted with onboarding/offboarding process of new hires. and terminations.
- Attendance tracking of vacation, sick leave and PTO for executive management and and staff.
- Handled confidential and sensitive information with discretion and tact.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Answered high volume of phone calls and email inquiries.
Education
Bachelor of Science presently - Business Management
Indiana University of Pennsylvania
Indiana, PA05.2024
Project Management Certification Earned - IT Project Management Certificate Entry Level
WGU
Salt Lake City, UT10.2015
Skills
- Microsoft Office Suite
- Salesforce Database Reconciliation
- Administrative Assistant
- Expense & Audit Reporting
- Calendar Management, and Presentation Editing
- Organizational Skills
- Performance Goals
- Mortgage Loans
- Mortgage Counseling
- Customer Satisfaction
Timeline
Mortgage Default Specialist/Assistant - Remote
Freedom Mortgage Corporation
09.2019 - Current
Senior Customer Service Specialist/Assistant
PHH Mortgage Services
04.2019 - 09.2019
UCC Collateral Assistanct
TD Bank
08.2016 - 04.2019
Executive Assistant to the Chief Executive Officer
AEROTEK
02.2016 - 06.2016
Administrative Assistant
THE NETWORK
02.2013 - 07.2015
Campaign Customer Service Rep - Call Center
SPECTRUM SERVICES
11.2011 - 01.2013
Executive Assistant
JP MORGAN CHASE, ASSET, GLOBAL REAL ESTATE
07.2011 - 10.2011
Executive Assistant
FLETCHER ASSET MANAGEMENT
03.2011 - 07.2011
Executive Assistant
JP MORGAN CHASE, TREASURY SERVICES
04.2010 - 03.2011
Executive Assistant
WILLIS REINSURANCE CAPITAL MARKETS SECURITIES
11.2006 - 01.2008
Bachelor of Science presently - Business Management
Indiana University of Pennsylvania
Project Management Certification Earned - IT Project Management Certificate Entry Level
WGU