Irvin Mumba

• Monitored and upheld safe operating procedures in the document, escrow, foreclosure, bankruptcy, loss mitigation, loan boarding, credit reporting, consumer advocacy and customer service departments to meet regulatory requirements.
• Ensure compliance with all existing and/or new lending related compliance regulations

• Document loan history, respond to customers and authorized third parties, research and/or resolve inquiries, analyze requests per policy and procedures to ensure proper action , and maintain routine transaction per customer
• Provide customers with information requested through verbal or written correspondence and maintain accurate records(i.e. document copies and account history)
• Take mortgage payments over the phone, responding to inquiries regard hazard and flood insurance and disbursements, responding to inquiries regarding tax issues and disbursements
• Review and explain escrow disclosure statements(i.e. account shortages and overages)
• Trained and developed departmental employees on software systems, platforms and American mortgage regulations.

• Mentored team members to succeed and advance within department and company.
• Provided on-the-job coaching, virtual training and classroom instruction for the telecommunications job
• Facilitate training for new hires including assessments, and final certification
• Worked in conjunction with Human Resources Department to coordinate timely delivery of new hire orientation programs
• Monitored new hire performance during and post training and provide feedback to assist in future recruitment and selection processes
• Continuously evaluating and updating training content in conjunction with the relevant stakeholders
• Working closely with Quality Assurance team to monitor and evaluate new hire performance and suggest refresher training as applicable
• Identifying training needs for call center staff by identifying trends and deficiencies and advise on appropriate training programs
• Participating in client calibration sessions to ensure alignment of training to client needs
• Maintaining all training material and assessments to ensure efficient and effective delivery and measurement of training

• Answering inquiries by clarifying desired information, researching, locating and providing information
• Resolving problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems
• Calling back and communicating via social media platforms to provide timely response to customer inquiries

I acquired a pass in Principles of Management and Information technology & Communications in ZICA Technician.