Willie Little
Denver
Summary
Mortgage, consumer services and collections professional with extensive experience in document processing and compliance. Successfully collaborated with multiple departments to enhance transaction efficiency and ensure adherence to regulatory standards, driving improved customer satisfaction.
Overview
1
1
Certification
26
26
years of professional experience
Work History
Cashiering Associate
Specialized Loan Servicing
08.2022 - Current
- Intake on various payment types and methods such as payments, payoffs, reinstatements, etc.
- Collaborated with departments to ensure timely and accurate application of funds, enhancing overall transaction efficiency
- Trained newer associates on cash processes and communicated updates to management.
- Adhered to several regulations at different levels to ensure compliance
- Managed exceptions and tracked items, facilitating follow-ups and problem solving to resolve issues promptly
- Reaching out to managers to make sure correct action is initiated before taking action.
- Supported team goals by contributing to various projects assigned by management, ensuring alignment with organizational objectives.
Late Stage Account Servicing
Santander
01.2020 - 12.2021
- Made outbound calls to consumers to deliver personalized cure plans for overdue balances.
- Took inbound consumer calls to create tailored cure plans for past due auto loan balances.
- Keeping open line of communication between consumers and other departments.
- Reaching out to managers to make sure correct action is initiated before taking action.
- Helping consumers create and learn website accounts.
- Assisted with projects to support team objectives and enhance workflow.
Business Development
AC Autopay
03.2018 - 01.2020
- Developed action plans for consumers to improve LTV and DTI percentages, enhancing loan eligibility.
- Maintained communication between consumers and loan officers to streamline financing processes.
- Marketing for future business opportunities and marketing avenues.
- Delivered customer support and problem-solving solutions to address consumer inquiries effectively.
- Reviewing consumer credit reports for lender qualifications.
- Building new processes for third party clients.
- Booking out vehicles using Kelley Blue Book and N.A.D.A/MSRP.
Underwriting Mortgage Compliance & Risk- Contract Temporary Position
American Mortgage Consultants
07.2017 - 03.2018
- Managed compliance efforts for complex federal regulatory requirements.
- Identified risk and growth opportunities by evaluating and approving exceptions outside standard underwriting guidelines.
- Reviewed loan servicing practices of multiple servicers for risk.
- Monitored the portfolio performance of mortgage loans of different lenders.
- Evaluated and interpreted federal laws and regulations and assisted in improving business practices.
- Reviewed and updated fair lending and servicing related policies and procedures.
- Assisted Fair Lending Officer in developing and maintaining Fair Lending Servicing Policy Program and Procedures.
- Enhanced training program for new and ongoing employees regarding regulatory compliance.
- Communicated changes with Quality Control Department.
- Ensured that updates are implemented by testing system code.
- Re-Calculated underwriter entries for processed loans and modifications.
Mortgage Loan Processor
Urban Lending
Highlands Ranch
08.2016 - 07.2017
- Cleared underwriter, subordination, and title conditions to facilitate timely loan processing.
- Processed 1003 applications for loan approval.
- Requested and confirmed appraisal completeness to ensure compliance with loan requirements.
- Confirming insurance, tax and HOA amounts for escrow.
- Communicated with and coordinated 3rd party vendors to streamline document collection and processing.
- Calculated income for loan applications.
- Reviewing loan documents to complete requirements.
- Working with clients to keep updated financial documents.
- Scheduling notary, cleaning up any final requirements.
- Handled conventional, FHA, VA, and Fannie Mae loans.
- Conforming and Non-Conforming.
- Setting plans of action with Loan Officers.
Bankruptcy Specialist
Statebridge Company
Greenwood Village
05.2015 - 08.2016
- Established and assessed new bankruptcy accounts during intake process to ensure accurate information and compliance.
- Oversaw reaffirmation agreements, surrenders, and motions for relief to facilitate effective bankruptcy resolutions.
- Maintained bankruptcy plan and proof of claim paperwork.
- Posted cash transactions for both prepetition and post-petition bankruptcy accounts.
- Submitted timely transfers of claims and notices of proposed change.
- Prepared POC 410A and the MFR's.
- Reviewing trustee ledgers for current due date.
- Calculating due date from pay history.
- Conducted case research using legal databases such as Lexis Nexus, Lenstar, and Tempo to support informed decision-making.
- Addressed legal actions through attorney networks.
- Worked with the client on liquidation recommendations.
- Provided CFPB, HAFA & NMS guidance.
- Negotiated Short Sales, DILs & Modifications.
Underwriter Mortgage Compliance Analyst- Contract Temporary Position
Clayton Financial/Aurora Loan Servicing
Denver
07.2014 - 05.2015
- Evaluating multiple loan servicing systems for Bank of America.
- Analyzing loan comments, payment detail and document systems for CFPB and NMS guidelines.
- Coordinated compliance initiatives to align with complex federal regulatory requirements.
- Executed FHA servicer practices to maintain adherence to federal regulations.
- Developed quality control deliverables that documented compliance issues and corrective actions.
- Backing into accounting systems to confirm balances on statements and breach letters.
- Reviewing different modules from Application Fees to Timely Modification.
- Working with management to help develop the process.
AR/Collections/Technical Support
US Based Techs/Computer Tech Support
02.2013 - 07.2014
- Resolved disputes in complex matters to ensure timely payment and customer satisfaction.
- Strong collections and customer service skills.
- Assisted customers with account reconciliation and efficiently resolved payment discrepancies to maintain account accuracy.
- Business to Business collections.
- Processed invoicing and issued credit and debit memos.
- Process payments matched to correct customers and proper general ledger accounts.
- Understanding of invoicing, posting cash applications, discounts, credits and RMAs.
- Demonstrated knowledge of aging reports and their implications.
- Conducted daily check intake and processed electronic deposits for accurate financial tracking.
- Worked with management to get endorsements when contracted.
- Escalated issues to credit, operations, and sales teams.
- Ability to manage complexities and analyze information to make informed decisions.
- Proficient in Microsoft Office Suite.
- Batch posting using Mass and Bucket posting using Spruce.
- Resolve multiple issues with multiple customers at one time in a timely manner.
- Actively listen to and document the customer's needs and provide solutions to their questions and/or problems.
- Delivered exceptional customer and client experiences in service interactions.
- Ability to communicate with customers within a call center environment.
- Handle multiple customers simultaneously.
Foreclosure/Default Servicing Analyst-Contract Temporary Position
Clayton Financial/Aurora Loan Servicing
Denver
05.2012 - 02.2013
- Audited and reviewed foreclosure and bankruptcy documents (QC/QA), including affidavits of indebtedness, ensuring accuracy in compliance with FHA, VA, and Conventional loans as well as Freddie and Fannie Mae guidelines.
- Strong understanding of the bankruptcy and foreclosure process as well as conducting audits of affidavits with knowledge of foreclosure documents and legal requirements in filing documents.
- Applied knowledge of the Consent Order and current servicing practices to ensure compliance with State, Federal, and Investor regulations.
- Sound understanding of the federal and state laws in both judicial and non judicial jurisdictions.
- Utilized mortgage servicing systems such as Fidelity, Foreclosure Processing Systems, LPS Desktop, Vendor Scape, MERS, MCD, and Conductor.
- Prepared detailed reports on audit findings and effectively communicated insights to management for informed decision-making.
Recovery/Collection Agent - Loan Modification, Short Sale and Bankruptcy Specialist
Specialized Loan Servicing
Denver
05.2007 - 05.2012
- Managed loss mitigation, collections, short sales, and document review to support successful resolutions.
- Closed Short Sales that had Consumers in Bankruptcy.
- Processed consumer loan documents for Modifications and Short Sales.
- Collaborated with real estate agents and attorneys to develop optimal solutions for consumers' financial situations.
- Developed actionable plans for attorneys, real estate agents, consumers, and investors to streamline processes and improve outcomes.
- Underwriting income figures for investor review.
- Itemized structural damage reports comparing them to BPOs, appraisals and comparables to minimize loss to the banks, agents, lenders or servicers.
- Experienced with Mortgage Serve and Paper Vision and Equator.
- Facilitated communications between businesses to foster collaboration..
Collection Manager
First Revenue Assurance
Denver
06.2000 - 05.2007
- Directly responsible for collecting open receivable balances.
- Actively manage a collections and credit caseload/pipeline.
- Managed collection correspondence through effective research techniques, maintained customer relationships, and took action to enhance customer satisfaction and secure payments.
- Conducted business-to-business collections to recover outstanding debts, contributing to overall revenue recovery.
- Collected cellular phone accounts, audited accounts, closed payoffs, processed payroll, set daily work queues, and devised tactics to help agents meet monthly goals.
- Initiates continuous written and oral communication with customers, internal employees, and sales force in a professional and harmonious manner.
- Maintain detailed accurate files and notes regarding collection efforts.
- Executed additional duties and special projects based on team needs.
- Began career as a collector, advancing to trainer and team lead roles.
Education
A.S. - Finance & Real Estate
Kaplan University
Denver, COSkills
- Payment processing
- Accounts receivable management
- Transaction compliance
- Cash flow analysis
- Software adaptability
- Adobe Suite
- Client relationship management
- Customer service excellence
- Negotiation skills
- Effective communication
- Payment processing
Certification
Certified Notary Public
Timeline
Cashiering Associate
Specialized Loan Servicing
08.2022 - Current
Late Stage Account Servicing
Santander
01.2020 - 12.2021
Business Development
AC Autopay
03.2018 - 01.2020
Underwriting Mortgage Compliance & Risk- Contract Temporary Position
American Mortgage Consultants
07.2017 - 03.2018
Mortgage Loan Processor
Urban Lending
08.2016 - 07.2017
Bankruptcy Specialist
Statebridge Company
05.2015 - 08.2016
Underwriter Mortgage Compliance Analyst- Contract Temporary Position
Clayton Financial/Aurora Loan Servicing
07.2014 - 05.2015
AR/Collections/Technical Support
US Based Techs/Computer Tech Support
02.2013 - 07.2014
Foreclosure/Default Servicing Analyst-Contract Temporary Position
Clayton Financial/Aurora Loan Servicing
05.2012 - 02.2013
Recovery/Collection Agent - Loan Modification, Short Sale and Bankruptcy Specialist
Specialized Loan Servicing
05.2007 - 05.2012
Collection Manager
First Revenue Assurance
06.2000 - 05.2007
A.S. - Finance & Real Estate
Kaplan University