1. PROFESSIONAL PROFICIENCIES
• Customer Service
• Default Servicing
• Management
• Underwriting
• Loan Processing
• Loss Mitigation
• Training
• Quality Assurance
• Job coaching
• Operations Research
• Foreclosure
• Conflict Resolution
• Negotiations
• Claims Review
PROFESSIONAL PROFILE
A team leader with mortgage banking experience looking to secure a challenging position with an organization
offering opportunities for growth and advancement. I am an analytical thinker, with strong business focus; detail
oriented, and a team player who thrives in any environment.
PERSONAL PROFILE
I am a high creative, self- motivated, self-starter seeking a position that will utilize my mortgage servicing
knowledge, service delivery skills, quality assurance, customer service, collection, and technical experience.
PROFESSIONAL EXPERIENCE
Mortgage Specialist I- CSR 01/2014-Present
Selene Finance, Irving, Texas
• Taking customer service phone calls in a call center
• Resolving customer issues related to government mortgage loans(FHA, VA, Fannie Mae, Freddie Mac, and
USDA)
• Communicating and collecting appropriate modification documents from the borrower
• Providing modification decisions to customers, and educating on the process after a decision has been made
• Educated borrowers on the specifics of their loan type (ex: ARM, balloon, interest only loans) and
governmental guidelines
• Conducting research in the areas of escrow, payment issues, and loan details
• Resolving escalated situations
• Processing customer service request
Accounts Payable Agent / Collections 06/2013-01/2015
Orao Telecom, Irving, Texas
• Provided support to Orao Telecom employee using the internal system (Orao Buyer)
• Assisted with status of invoices for internal Orao employee and external vendors
• Verified invoices status using SAP, to make sure it’s posted and free for payment
• Handled ticket through the internal system (Service Now)
• Received , pre-analyzed, and categorized the issue of internal Orao employee and External Vendors for
faster resolution
• Striving to resolves issues in 1st
line
• Assisting vendors from all over the world
• Analyzed customer accounts to determine whether it is considered delinquent
• Prepared and send notifications of payments past due
Rosy Omonga
160 E.Vista Ridge Mall Dr Apt 828, Lewisville, TX
75067
rosy.omonga@yahoo.com
Cell: (469) 831 4294

2. • Prepared delinquent account reports for management
• Placed phone calls, sent invoices, or emailed customers to remind them of account contracts, payments, due
dates, and amount owed
Account Relationship Manager / Jr. Underwriter 02/2010-04/2013
Chase Home Finance LLC, Lewisville, Texas
• Completed the underwriting of default home loans
• Reviewed and analyzed documentation to determine income for forbearance plans
• Input income information to determine modification eligibility and calculated modification payments
• Complied with bank policies, regulatory requirements and investor guidelines such as FHA, VA, and
FNMA
• Worked knowledge of FDCPA
• Served as team lead for team training and job coaching
• Headed special research and account clean up project teams
• Interacted with borrowers and foreclosure attorney’s to monitor the foreclosure process
• Ordered BPO , Appraisals, and requesting foreclosure hold dates
• Communicated and collected appropriate modification documents from the borrower
• Sent out missing documents letters
• Applied mortgage government guidelines (FHA, VA, Fannie Mae, Freddie Mac, and USDA)
• Provided modification decisions to customers, and educated on the process after a decision has been made
• Evaluated borrowers financial condition to prepare strategies in case of non-payment of debt
• Monitored modification agreements ensuring timely execution and compliance by mortgagors
• Made referrals for modifications, reinstatements, short sales, and payment plans
• Reviewed final modification documents with borrowers making sure they understand the agreement
Loss Mitigation Specialist / Special Lending Unit 02/2009-02/2010
Chase Home Lending, Lewisville, Texas
• Handled sensitive loan information regarding the client’s mortgage
• Assisted customers in completing the loan modification package
• Negotiated work out arrangements to receive a modification in order for the borrower to be removed from
the delinquent/foreclosure status
• Investigated any missing or wrong information in loan packages and performed appropriate follow up with
clients
• Inspected files to ensure all documents are appropriate before submitting to underwriter
• Ordered property value estimates known as the Broker Price Opinion when needed
• Maintained an average of 96% in Quality
• Maintained an average of 95% schedule Adherence
• Worked a pipeline with 200 accounts to find resolutions by the end of the month
• Worked special projects that required me to take on additional responsibilities outside of the current job
description such as income calculating and ordering credit reports.

3. Bilingual Consumer Affairs Specialist (French- English) 10/2007-01/2009
Frito Lay Inc, Headquarters, Plano, Texas
• Responsible for data entry & quality control of enrollment form orders for retirement plan customers.
• Responded to telephone inquiries (inbound and outbound calls), provided quality service to customers
inquiring about the availability of products.
• Listened attentively to caller needs to ensure a positive customer experience.
• Strived for quick complaint resolution; commended by supervisor for the ability to resolve problems on
the first call and avoid escalation of issues.
• Ensured customers were satisfied with every part of the flooring experience, from initial greeting
through order completion.
• Worked in Claim Services.
EDUCATION AND LANGUAGE
• French Speaking
• North Central Texas College, Flower Mound Texas: Pursuing Degree in Business Management
(Currently Attending)Denton, TX
COMPUTER PROFICIENCIES
MSP,LPS Desktop, Agent Desktop, DW, Early Resolution, Lenderlive ,Sara, AS/400 Support, VPN Support,
Center ITSM, Service Now , AS/400 Support , Remedy Force, SAP, Western Union Quick Collect,
MSWord MSExcel MSWorks MS PowerPoint MSOutlook