Laura Trejo
Bakersfield
Summary
Loan Servicing Management Professional (Bilingual English and Spanish), providing best-in-class customer service in the highly regulated mortgage industry; providing timely reporting to credit bureaus, investors, and management; applying receipts and issuing payments with a high level of accuracy and timeliness; achieving low delinquency rates. Objective: Administrative customer service position at a company that values their clients, with growth opportunities that advance my leadership skills and experience.
Overview
13
13
years of professional experience
Work History
Loan Servicing Manager
Sage Home Loans Corp
Fort Mill
04.2016 - Current
- Service a $270M portfolio with over 1,100 loans with high client satisfaction, low delinquency rates, ensuring compliance with FNMA, FHLMC, HUD, and RESPA
- Respond to all customer telephone, e-mail, and web inquiries, providing best-in-class customer service, ensuring client satisfaction
- Collect and apply daily payments via ACH, check, and wire using FICS Mortgage Servicer, Encompass, and LendingQB
- Track client escrowed and non-escrowed taxes and insurance, and pay all escrowed items on-time
- Generate end of day reports, perform daily and monthly reporting to investors Fannie Mae and Freddie Mac, and credit bureaus
- Handle loan servicing tasks including: onboarding new loans, monitoring FNMA, FHLMC, and MERS for rejects or warnings and resolving issues, applying payoffs, Verification of Mortgage, ordering reconveyances, deactivating MERS MIN Numbers on PIF loans, loss mitigation, breach and 710 letters, annual escrow analysis, and assisting with escheatment
- Work with legal team to handle bankruptcies and foreclosures, ensuring notices fall under RESPA compliance
- Successfully navigated COVID Modification programs, ensuring clients were able to keep their homes in a turbulent time
- Establish strong relationships with external partners such as investors, regulatory agencies, legal representatives for effective collaboration on loan servicing matters
- Handle interim servicing of loans, sending first payment and notice of transfer letters, while guiding clients through the interim process
- Oversaw and handled two bulk servicing sales, ensuring delivery of all data and documents, and tracking trailing requests to completion
- Acted as a primary liaison to our sub-servicer, ensuring accurate implementation, and guided clients through the transition
Loan Servicing Representative
Sun West Mortgage Company, Inc.
02.2013 - 04.2016
- Exceptional service by problem solving escalated issues.
- Field an average of 75 internal/external customer service calls per day completed.
- Assist in training new hires with escalated issues.
- Handle loan servicing tasks including, record keeping of ACH file transactions, track and disburse escrow tax and insurance payments, monitor home owner insurance compliance on non-escrowed loans, follow up on non-escrowed delinquent taxes, VOMs, Lereta adds/deletes, and welcome calls to new customers
- Assisted with property management
Skills
- Software: MS Office, FICS Mortgage Servicer and Administrator, Encompass, LendingQB, DataTrac, Secure File Transfer Protocol (SFTP), Filezilla, AMB, AS 400 Server/ Caboodle Database Management, MERS, E-Oscar, Leretanet,Teams, Slack
References
- Aaron Campos (714)727-8078
- April Vannoy (360)701-7308
Timeline
Loan Servicing Manager
Sage Home Loans Corp
04.2016 - Current
Loan Servicing Representative
Sun West Mortgage Company, Inc.
02.2013 - 04.2016