Deborah Rowan

Indianapolis

Summary

Dynamic Servicing Specialist with a proven track record at Sallie Mae, excelling in problem resolution and customer service. Enhanced team performance and client satisfaction through innovative process improvements and effective communication. Skilled in loan servicing and regulatory compliance, fostering strong relationships while successfully managing portfolio risk and ensuring timely resolutions.

Overview

years of professional experience

Work History

Servicing Specialist

Sallie Mae

04.2017 - Current

Assisted clients with loan modifications, enabling them to maintain their homeownership status.
Spearheaded initiatives to improve overall team performance, leading to increased customer satisfaction and stronger relationships.
Managed portfolio risk by conducting periodic reviews and assessments of client accounts to identify potential issues early on in the process.
Improved customer satisfaction by efficiently addressing and resolving servicing issues in a timely manner.
Enhanced team productivity through the development and implementation of performance metrics and tracking systems.
Conducted thorough research on complex issues, providing accurate information to clients while adhering to regulatory guidelines and company policies.
Streamlined processes for faster resolution times, effectively managing servicing requests and inquiries.
Fostered a positive work environment that promoted collaboration, innovation, and continuous improvement in servicing processes.
Reviewed account documentation, identifying discrepancies or inaccuracies that could impact client relationships or business operations.
Delivered exceptional customer service as a dedicated point of contact for high-priority clientele, addressing their unique concerns and requirements.
Reviewed and validated details of loan applications and closing documentation.
Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.

Foreclosure Prevention Specialist

Nation Star Mortgage NSM

06.2010 - 01.2014

Negotiated favorable terms with lenders on behalf of clients seeking loan modifications or other forms of financial relief, contributing to successful outcomes and homeowner retention.
Served as a trusted resource for colleagues seeking guidance on complex foreclosure prevention cases, fostering a collaborative work environment focused on achieving positive outcomes for clients.
Established strong rapport with clients by maintaining regular communication and providing updates on their case progress.
Educated clients on available government assistance programs, enabling informed decision-making during distressed times.
Conducted preliminary credit interviews with prospective clients to validate critical information and to begin qualifying clients.
Conducted thorough assessments of clients'' financial situations to determine eligibility for various loss mitigation options, resulting in appropriate recommendations and actions taken.
Confirmed and tracked borrowers' compliance with loan conditions and covenants and worked to prevent foreclosures.
Assisted in developing community outreach programs to raise awareness on foreclosure prevention strategies, leading to increased program participation.
Implemented effective follow-up procedures to track client progress and address any ongoing challenges related to their mortgage situation.
Made timely and accurate credit recommendations within company's fair lending, credit and collateral guidelines.
Approved and modified risk grade recommendations with focus on avoiding potential defaults and foreclosures.
Provided exceptional customer service throughout the entire foreclosure prevention process, ensuring positive client experiences while navigating complex situations.
Analyzed individual cases for potential loan modifications, resulting in successful mortgage retention for numerous clients.
Consistently met or exceeded performance metrics related to client satisfaction, timely case resolution, and overall program effectiveness.

Education

Diploma - Consumer Business

Arlington High School

Indianapolis, IN

06.1979

Skills

Problem resolution
Sales support
Industry expertise
Cross-functional coordination
Time management proficiency
Regulatory compliance
Teamwork
Teamwork and collaboration
Customer service
Problem-solving
Time management
Attention to detail
Problem-solving abilities
Multitasking
Multitasking Abilities
Reliability
Excellent communication

Critical thinking
Organizational skills
Team collaboration
Active listening
Effective communication
Adaptability and flexibility
Verbal and written communication
Decision-making
Customer communication
Loan servicing
Verbal communication
Relationship building
Customer relations
Mortgage loan processing
Team building
Data entry

Timeline