Mortgage Loan Processor/loan assistant/Customer Service

La Vonda Moniqu’e Allen

8034 Ashland Ave Manassas, Va. 20109 Email: Cell Phone: 757-389-1947



Microsoft Office Suite Package; Fast Data; Image View, As400, Microsoft



A proven performer in the financial and customer
service industry. Adept at forging partnerships with business partners in order
to drive success based on shared goals. I successfully completed 17 years in
Customer Service and Collections, with recognized strengths in account
maintenance, ownership, and problem resolution. Five years of supervisory
experience included. 

Process Improvement … Self-motivated … Leadership
and Coaching … Customer Service...Verbal and Written Communication … Dedicated
Team Player.



Bank of
America, Fairfax, VA                                                                                      12/2012-

Service Specialist II

  • Process of loans approved by an Underwriter or
    an automated decisional system within designated signing authority limits.

  • Clear conditions and issuing changes to the
    terms on previously approved loans.

  • Responsible for but not limited to verifying
    conditions of approval which may include customer income/assets documentation.

  • Resolve routine title issues including, but not
    limited to the following: vesting issues, child support liens, judgment liens,
    mechanic liens and undisclosed liens conveyances; may processes subordinations;
    resolves appraisal disputes; depending on channel, may coordinate closing

  • Maintain a high level of customer service by
    being proactive in communication with customers, may include banking center
    associates, realtors.

  • Communicate with customer and sales force in the
    closing process of the loan.


Bank of
America, Norfolk, VA                                                                                      06/2011-

Relationship Manager-Mortgage

  • Single point of contact.

  • Monitored the collections of documents.

  • Communicated reviewed decision and help guide
    the customer depending on results.

  • National Home Retention Specialist that handles
    SFO, HFI, FNMA, NHRP, DOJ for modification process.

  • Liquidation options as well.

  • Respectively manages a portfolio of delinquent
    loan, working with loan modifications to determine solutions that will cure
    accounts in a timely manner.

  • My customer average base pipeline is 250-350


Bank of
America, Norfolk, VA                                                                                      12/2004
- 06/2011         

Manager — Collections

  • Maintained current and delinquent Visa Master Card
    credit card accounts.

  • Total Systems 2, CROSS and CACS computer

  • Assisted customers with daily issues such as
    payment resolution, debt counseling, and restructuring account history.

  • Prepared financial profiles in regards to
    settlement processing.

  • Assigned to Customer Assistance Inward Team.
    Servicing accounts current to 150 days delinquent,

  • Reviewed credit report data and utilize various
    skip-tracing methods (Boss, Model, Image View, Fast Data etc…) to avoid
    charge-off and minimize bank net credit losses, and to help with current
    account to 150day past due.





Mentor 4, Glen
Allen VA                                                                                              09/2004-12/2004           

Account Representative
- Collections

  • Serviced accounts 120-150 days delinquent

  • Loss prevention strategies, review credit report
    data and utilize various skip-tracing methods to avoid charge-off and minimize
    bank net credit losses.

  • Assisted customers with periodic updates
    including, daily issues such as payment resolution, debt counseling, and
    restructuring account history.


Marketing Association, Virginia Beach, VA                                            05/2001-9/2004    

Captain/Supervisor/Trainer Customer Service

  • Trained and supervised 10 employees providing
    customer service.

  • Placed outbound calls for magazine subscription
    telemarketing sales department.

  • Efficiently collected calls on 30 day delinquent

  • Facilitated training of personnel concerning job
    specialty and technical training including curriculum       

  • Prepared lesson plans outlines & proficiency

  • Tenure includes three years of telemarketing
    sales and customer service.


Virginia Beach, VA.                                                                               05/1997-

Service Representative, Supervisor, Recruiter

  • Processed calls in an Inbound call center.

  • Performed numerous tasks associated retail sales
    of ticketed events, reservations, and merchandise.

  • Processed returns, loss prevention, credits,
    purchases, accounts payable, accounts receivable, stock inventory, merchandise
    pricing, auditing,

  • Recruited, and training newly hired personnel.

  • Handled escalated customer issues while
    providing high quality customer service.  



State University, Norfolk, Va.                                                                           1987-1990

Indiana Civil Rights Commission File Clerk
Supervisory Certification                                  


Vocational Technical Center, Norfolk, VA                                                       1985-

Business Administration/Accounting Major                                                                        

Vocational Diploma-Cosmetology Certification



  • ID#: 74504
  • Location: Manassas, VA , 20109

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