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8/6/2019 Loan Servicing or Loan Processing or Default Management
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Melissa M Heuschel13053 Laurel Tree Lane #401, Herndon, VA [email protected]
OBJECTIVE: Seeking a position in loan servicing, loan processing and default management within the banking/financial industry
SUMMARY OF QUALIFICATIONS:*19 years of banking customer service-related work and 6 years of Loss Mitigation - both progressively responsible experience in consumer loan and mortgage servicing*Diverse background in Customer Service, Management, and Loan Operations*Federal Bank regulatory experience in HMDA, CRA, HOEPA, and RESPA*Loss Mitigation experience to include HAMP, HSA, and other federal programs*Led 25 Customer Service Representatives in Call Center as front line manager*Handpicked for role in USAA Federal Savings Bank CEO-directed Business ProcessReview of 500-person department which resulted in promotion*Received annual Excellence in Service Award, 2007, First Federal Savings Bank of CA - top 5%*Won Manager of Quarter Award among 80 managers at USAA Federal Savings Bank*Bilingual - fluent in English and Spanish
EXPERIENCE:
Jan 2010 - Present Operation Analyst for the "Making Home Affordable Program" (HAMP) Herndon VA*Coordinate acquisition of all Servicing Transfer events (HAMP Transfer Requests, Assignment and Assumption Agreements and HAMP Reporting)*Process Servicing Rights between Servicers (Banks) participating in the program*Lead liasion between internal departments to include Registration, CAPs and Compliance, Internal Audit, and Technology Operations in Servicing Transfer Process*Created new procedures for new Servicing Transfer department facilitating transfers*Lead for all Risk and Control neasurements for internal audits on transfers*Focal point for external servicers on trouble shooting HAMP transfers*End-to-end analyst for data control and management for servicing transfer execution
Sep 2008 - Oct 2009, Loss Mitigation Contractor, Aerotek Professional Services,Dayton, OH*Monitored performance of delinquent/non-Performing loans to ensure compliance with Fannie Mae Servicer Policies and to minimize credit losses*Support oversight activity associated with workout processes to ensure Serviceractions were within Delegation of Authority*Developed, implemented, and documented procedures for transition from loan level review to process improvement and review
Jun 2004 - Jun 2008, Home Retention Specialist, First Federal Bank of CA, Los Angeles, CA*Negotiated with Borrowers to recover Bank from Foreclosure/REO
*Analyzed personal financial statements, market indices and margins for best loan modification options due to borrower loan recast*Evaluated appraisal values and implemented effective foreclosure stategies to reduce loss and acheived goals for delinquency performance, loss mitigation performance and default management*Loan retention success rate fo 65% for loans totaling $35.9 million as of March2008
Residential Underwriter, First Federal Bank of CA, Los Angeles, CA, Los Angeles,CA
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8/6/2019 Loan Servicing or Loan Processing or Default Management
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*Audited portfolio accounts for data deficiencies vai loan condition review*Ordered field reviews, occupancy inspections, appraisals, and employment verifications*Performed various daily audits to ensure accuracy and completeness in fast-paced environment for one-day turnaround
Jun 2000 - Sep 2003, Loan Operations Representative, Vanguard Bank and Trust, Valparaiso, FL*Reported funding performance to upper levels of management and Board Directors*Drafted monthly Federal Reserve Reports for loans greater than $1M*Developed customer relationships with banking products and services*Assessed needs for new account acquisition and processed foreign collection items
Nov 1991 - Mar 2000, Inbound Services Manager, USAA Federal Savings Bank, San Antonio, TX*Led 25 Customer Service Representatives to respond to customer inquiries in call center*Managed staffing levels to meet peak call volumes using Centrix software*Monitored quality performance of customer service representatives and resolvedescalated customer calls*Developed performance plans and recognition programs to promote peak performance*Coordinated required technology enhancements to facilitate optimal tracking and
workflow management*Conducted Business Process Review and recommended technology for productivity gains*Recognized for creating cohesive and outstanding teamwork environment
EDUCATION:*Master's of Business Administration, Our Lady of the Lake University, San Antonio, TX*Bachelor of Arts in English, St. Mary's University, San Antonio, TX*High School Diploma, Providence High School, San Antonio, TX
