Treniece Lewis: in Canyon Country, CA

•Reviewed FHA/VA and Conventional loans for accuracy before handoff to processors. •Ordered appraisals, titles and flood certifications via 3rd party vendors. •Worked COSTCO loans. •Ensured completion of exclusionary list before processor handoff to underwriter. •Assigned special projects to assist management in curing “error reports” by researching various systems and paper chasing.

•Review 500+ incoming collateral mortgage documents daily. •Systematically route and log Notes, Mortgage/Deed of Trust, Title Policies, Assignments and Modification Agreements internally and externally to requestors. •Scan Trailing documents into system using AS400. •Input and Stack files received from 3rd party vendors.

•Effectively handled difficult situations via phone and email with inquiries regarding status of order, payments, refunds and site information as well as provided information about LegalZoom products and services. •Served as a liaison between customers and other departments to communicate required information ensuring accurate and timely processing. •Used collective customer feedback to continuously improve customer’s experience. •Successfully retained 90% of irate customers by providing options customers were unaware available to them.

•Provide operational support to call center regarding business needs pertaining to AHT, ASA and ADH. •Responsible for daily, weekly and monthly reports for each team and unit to ensure metrics were kept. •Tracked call flow trends for site as well as served as back up for several other call center sites. •Utilized workforce management to effect real-time adjustments to associate allocation, ensuring sufficient coverage to maintain servicing metrics. •Executed staffing reports using Loan Workforce Management. •Managed quarterly shift bids for 500+ associates to adjust schedules to call trends/volume. •Conducted monthly meetings with site executives to analyze and ensure smooth call center process.

•Resolved customer banking needs or concerns by clarifying issues and providing alternative solutions. •Suggest products and services by recognizing opportunities to up-sell new products. •Answered inbound calls ensuring metric goals were kept

•Responded to escalated inbound calls making fast and effective decisions regarding financial concerns. •Followed up and resolved customers’ inquiries in order to re-establish customer’s confidence in the bank. •Worked with various departments to identify and resolve financial matters. •Participated in special projects as assigned by management.

•Reviewed FHA/VA loans that were in default or imminent default using government and investor guidelines with focus on loan modifications. •Reviewed financial statements, credit reports, titles and debt rations to evaluate borrower’s repayment ability. •Reviewed validity of documents submitted, including expirations dates, property type and signed letters of explanations. •Made educated decisions for Underwriters regarding Funding Exceptions. •Cleared underwriting conditions and issued clear-to-close for FHA/VA loans