Brenda Steward
Florissant,MO
Summary
Dedicated mortgage servicer with proven expertise in customer satisfaction, problem-solving, and team collaboration. Achieved significant reductions in processing errors and operational costs through workflow improvements and meticulous attention to detail.
Diligent Mortgage Servicer, with solid background in mortgage servicing, adept at managing loan portfolios and ensuring compliance with regulatory standards. Proven track record in resolving client issues and streamlining processes to enhance service efficiency. Demonstrated ability to analyze financial data and implement effective solutions while maintaining strong client relationships.
Overview
20
20
years of professional experience
Work History
Mortgage Servicer
Together Credit Union
St Louis, MO
01.2014 - 03.2020
- Managed mortgage application processing to ensure compliance with regulatory standards.
- Reviewed loan documents for accuracy and completeness, reducing errors in processing cycles.
- Coordinated communication between clients and internal teams to enhance customer satisfaction.
- Trained junior staff on mortgage servicing procedures and best practices for efficiency.
- Developed workflow improvements that streamlined operations and reduced turnaround times.
- Coordinated smoothly with third-party vendors such as appraisers or title companies, expediting the resolution of property-related issues impacting mortgage servicing activities.
- Reduced operational costs by identifying inefficiencies within the mortgage servicing department and recommending process improvements for increased productivity.
- Facilitated successful loan modifications through thorough review of borrower financials and close collaboration with underwriters.
- Boosted customer retention by delivering exceptional service during the loan boarding process, clearly communicating expectations and requirements to new borrowers.
- Managed escrow accounts accurately, conducting periodic reviews and updating tax or insurance information as needed.
Personal Service Counselor
Together Credit Union
St Louis, MO
09.2000 - 01.2014
- Developed personalized financial plans for clients to enhance financial literacy and well-being.
- Conducted one-on-one counseling sessions to address member needs and improve satisfaction.
- Collaborated with team members to design workshops on budgeting and savings strategies.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma -
Soldan HIgh School
St Louis, MO05-1973
Skills
- Document review
- Payment processing
- Credit analysis
- Bankruptcy procedures
- Loan processing
- Loan modifications
- Title examination
- Foreclosure prevention
- Proactivity
- Document analysis
- Data interpretation
- Financial analysis
- Credit checks
- Credit evaluation
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Verbal and written communication
Timeline
Mortgage Servicer
Together Credit Union
01.2014 - 03.2020
Personal Service Counselor
Together Credit Union
09.2000 - 01.2014
High School Diploma -
Soldan HIgh School