Stephen Acosta
Buena Park
Summary
Successfully manages high volumes of loan documentation in fast-paced environments with demanding productivity, time sensitive work and customer satisfaction targets. Familiar with verifying tax, credit, employment, loan, personal and residential histories. Comfortable working alone or with team members to accomplish tasks and enhance processes.
Mortgage servicing professional with strong expertise in loan administration, payment processing, and customer support. Skilled in resolving complex issues, ensuring compliance with regulatory standards, and maintaining accurate records. Known for collaborating effectively with teams and adapting to evolving requirements, consistently delivering reliable and results-driven performance.
Overview
10
10
years of professional experience
Work History
Mortgage Servicing Specialist II
Hanmi Bank
06.2022 - Current
- Managed mortgage servicing inquiries and resolved customer issues efficiently.
- Oversaw loan bookings, modifications, and ensured compliance with regulatory standards.
- Analyzed mortgage accounts to identify discrepancies and implement corrective actions.
- Trained and mentored junior staff on servicing processes and best practices.
- Handled payment remittance from other investors
- Collaborated with cross-functional teams to streamline workflow and enhance service delivery.
- Conducted audits of mortgage files to ensure accuracy and adherence to company policies.
- Developed training techniques for new systems, enhancing team knowledge and performance.
- Reduced delinquency rates by proactively identifying at-risk borrowers and implementing tailored loss mitigation strategies.
- Spearheaded quality control initiatives for loan documentation, ensuring strict adherence to regulatory guidelines and industry standards.
- Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns pertaining to mortgage payments, escrow accounts, and taxes.
- Enhanced loan servicing processes by implementing efficient workflow systems and streamlining communication channels.
Post Closing Associate
Pacific Bay Lending Group
03.2016 - Current
- Examined and verified information in loan application and closing documents.
- Organized, filed and maintained customer, department and regulatory loan records.
- Worked with third-party vendors to address and clear loan closing requirements.
- Updated rate indexes for rate adjustment in computer system.
- Scanned and uploaded loan and related documents into system.
- Checked applicant credit, personal references and employment histories.
- Prepared and delivered loan documents to title and escrow teams.
- Assembled and compiled title abstracts, insurance forms, loan documents and tax receipts.
- Conveyed acceptance or rejection to customers by mail, telephone, or in person.
- Reviewed historical customer accounts to assess payment compliance and adherence to loan terms.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Provided excellent service and attention to customers through phone conversations.
- Improved operations by working with team members and customers to find workable solutions.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Managed and organized Trailing Documents to be delivered to various Investors.
Post Closer
Fidelity Lending Solutions, Inc.
06.2018 - 08.2018
- Reviewed records for accuracy and completeness to maximize compliance and prevent errors.
- Performed post-closing checks of mortgage loan documentation.
- Managed loan packages and prepared closing instructions for staff.
- Completed transaction documents such as buyer, seller and HUD paperwork.
- Organized, filed and maintained customer, department and regulatory loan records.
- Worked with third-party vendors to address and clear loan closing requirements.
- Scanned and uploaded loan and related documents into system.
- Prepared and delivered loan documents to title and escrow teams.
Education
Some College (No Degree) - Engineering
Cypress College
Cypress, CASome College (No Degree) - Accounting
Santa Ana College
Santa Ana, CAHigh School Diploma -
John F Kennedy High School
La Palma, CA05.2005
Skills
- Team management
- Communication
- Organizational skills
- Planning & organizing
- Problem resolution
- Microsoft Office
- Customer service
- Payment processing
- Report preparation
- Loan servicing software
- Insurance tracking
- Teamwork and collaboration
- Problem-solving
- Time management
- Multitasking Abilities
- Effective communication
- Active listening
- Client relationship building
Accomplishments
- Part of a team of 4 to achieve record breaking sales of over 500 loans to Fannie Mae through Fannie Mae's Loan Delivery program during the Real Estate boom in years 2020-2021.
- In charge of creating manuals and instructions on how to deliver closing package loans to over 10 investors.
- Created highly effective loan delivery process that significantly impacted efficiency and improved loan delivery and clearing suspense conditions for both Hanmi Bank and Royal Business Bank,
Languages
English
Full Professional
Filipino/Tagalog
Native/ Bilingual
Timeline
Mortgage Servicing Specialist II
Hanmi Bank
06.2022 - Current
Post Closer
Fidelity Lending Solutions, Inc.
06.2018 - 08.2018
Post Closing Associate
Pacific Bay Lending Group
03.2016 - Current
Some College (No Degree) - Accounting
Santa Ana College
High School Diploma -
John F Kennedy High School
Some College (No Degree) - Engineering
Cypress College
Education and Training
other,other,other
Bilingual: Proficient in Filipino (Tagalog) and English
I can quickly relate and communicate in both languages making it easy for me to build lasting relationship with future clients and vendors.