Ray Crook Jr. seeks a position as a mortgage loan processor or underwriter with over 10 years of experience in lending and banking. He has expertise in loan analysis, underwriting techniques, and designing loan structures. Most recently he served as a team lead for a loan servicing company, where he provided training and support to staff. He aims to utilize his strong communication, customer service, and problem-solving skills to contribute to an organization's growth.

1. Ray Crook Jr.
Phoenix, AZ 85043 || (480) 228-3046 || Crookray@yahoo.com
Summary
Highly motivated and talented professional with over 10 years of lending and banking experience, as well as a
strong background in commercial and residential financing. Expertise in the area of loan analysis, procedures,
and approval. Highly knowledgeable in lending laws, banking regulations and underwriting techniques.
Proven ability to design loan structures, monitor portfolios, and analyze complex financial data. Proficient in
financial and credit analysis with a high level of customer service. Proven ability to function in changing
environments, and interact effectively with all levels of support staff in order to increase revenues and
improve profitability. Recognized for displaying integrity and professionalism when communicating with
professional at all levels, maintain confidentiality and high ethical standards. Seeking to obtain a position in a
financial sector as a Mortgage Loan Processor or Underwriter wherein my abilities and skills will be utilized
towards the growth of the organization.
Skill Profile:
 Solid communication and interpersonal skills, adept at communicating effectively with customers,
vendors and staff.
 Possess a collaborative approach in leadership with that aptitude to foster a team-oriented
environment
 Detail oriented and deadline sensitive, with the ability to prioritize and manage time effectively.
 Strong work ethic and the ability to build lasting client relationships.
 Experienced in operations management, sales, budget development, staffing, and cost control.
 Able to motivate employees to perform to their maximum potential.
 Exceptional organizational and planning skills; adaptable; flexible; enjoy new challenges.
Highlights
 Regulatory Compliance
 Client Needs Assessment
 Team Building & Supervision
 Relationship Building & Retention
 Critical Thinking
 Policies & Procedures
 Process Improvement
 Problem Solving
 Decision Making
 Results-Oriented
 Microsoft Office Suite
 Contract Negotiation
Experience
DEFAULT LOAN SERVICING - TEAM LEAD 2016 - Present
CENLAR, Phoenix, AZ
 Provide support to department supervisor with daily functions relative to agent productivity and
effectiveness, regulatory compliance requirements, and maintenance of service level agreements
(SLA’s), while representing the company in a professional and customer-service-oriented manner.
 Observe and mentor agents; provide side-by-side coaching and evaluation; assist in reaching
acceptable levels of performance in production and accuracy.
 Provide continual training of staff on new or updated processes within the call center floor.
 Assist in scheduling and time management.
 Ensure Call Center maintains Consumer Financial Protection Bureau (CFPB) standards by monitoring
workflow.
 Assist with predictive dialer responsibilities, including monitoring agents’ dialer activity and
launching and correcting daily campaign flow.
 Manage escalated calls and customer disputes; resolve accordingly.
 Handle weekly/monthly processing of the following: Collection of default payment log, Task
processing/state compliance issues, Skip tracing and field chase ordering/updating/billing, collection

2. Ray Crook Jr. (480) 228-3046
of workstation loan maintenance, Collection of task completion, including late fee waivers.
LOAN VENDOR MANAGER- AVP 2013 - 2016
CHASE BANK, Phoenix, AZ
 Conducted onsite business reviews to validate the effectiveness of the vendor's control
environment.
 Contacted and collected deliverables from third parties at request of Executive Management team
including financial statements and Combined Criticality Checklists.
 Managed all business action plans and TPRM remediation plans to ensure timely and successful
resolution.
 Partnered with legal, Compliance, Sourcing, Information Risk Management, and Resiliency to ensure
compliance with third party management processes and procedures.
 Negotiated key terms in contracts between Chase and title vendors.
 Collected, reviewed, and uploaded contract deliverables as negotiated in Master Service Agreement
and Schedule.
 Ensured ongoing dialogue and communication with the vendors through regular meetings, emails,
telephone calls and formal vendor communications and notifications.
 Performed ongoing steady state monitoring tasks including - Performance Scorecard and SLA
reporting and monitoring, Combined Criticality Classification renewals, Financial Viability Assessment
renewals, contract monitoring and maintaining Exit and Business Resiliency Plan details.
LOSS MITIGATION SUPERVISOR 2009 - 2013
CHASE BANK, Phoenix, AZ
 Managed a team of 8 - 12 prospectors to successfully consult and facilitated workouts through
reinstatements, repayment plans, extensions, modifications, short sales, settlement or deed-in-lieu
on mortgage loans.
 Compiled and analyzed statistical data relative to unit productivity.
 Successfully negotiated settlements with customers that were in best interest of Chase.
 Monitored live calls to ensure employees adherence to federal and state regulations and company
policies and procedures.
 Provided guidance and answer questions concerning collections activities; review the status of the
most delinquent accounts and handle the collection efforts
 Authorized adjustment of finance charges and approved unusual repayment arrangements
 Allocated resources, plan work schedule, and assign work as appropriate.
 Trained new staff members, conduct performance reviews and make recommendations regarding
corrective actions and dismissals.
 Ensured high standard of customer service for external and internal customers.
 Reviewed loan files and determine what documentation is required for underwriting.
LOSS MITIGATION SPECIALIST 2008 - 2009
CHASE BANK, Phoenix, AZ
 Managed exceptional customer relations by analyzing customer’s financial data and communicate,
educate and recommend the best resolution that will be a win-win to both Chase and customers
 Prepared analysis and submit best recommendations to management for review and approval
 Managed a customer portfolio; administer techniques and procedures in an efficient manner to
meet and exceed production goals
 Upon request, reviewed and analyzed the Discrepancy Report to ensure accurate information; edited
the report as necessary and submitted to management for review.
COLLECTOR II 2007 - 2008
STATE OF ARIZONA, DEPT. of REVENUE, Phoenix, AZ
 Assisted taxpayers through the complete process of obtaining state issued licenses.
 Collected tax returns and money due from taxpayers that have business in the state of Arizona
 Reviewed Arizona Corporate Commission to ensure good standing of Arizona businesses

3. Ray Crook Jr. (480) 228-3046
LOAN SERVICE COUNSELOR 2004 - 2007
WACHOVIA DEALER SERVICES, Tempe, AZ
 Focused on problem resolution with delinquent customers utilizing available tools.
 Managed a sizable portfolio of customers.
 Analyzed customer financial credit while implementing company policy.
 Negotiated moderate to complex account resolution.
 Accurately inputted and documented actions while maintaining company performance and
productivity standards.
Education
Bachelor’s in Business Finance (In View)
University of Phoenix, Phoenix, AZ
AssociateDegree in Business Administration 2008
University of Phoenix, Phoenix, AZ
General courses
Mesa Community College, Mesa, AZ