1. Onjenice Brunson
Phone: 404-759-7440
Email: Onjenice@gmail.com
SUMMARY
• Experienced Loan Management Professional seeking a new opportunity where previously obtained skills can be used
within the field
• Ability to work in a high volume fast paced environment and while meeting business objectives
• Strong customer service and communication skills shown through call center environments directly focused on Loss
Mitigation with Wells Fargo
• Extensive experience within the loss mitigation, loan modification, short sale and foreclosure process
EDUCATION
Bauder College May 2001
• Associates of Fashion Merchandising
SKILLS
• Microsoft Office: Word, Excel, Outlook, PowerPoint
• MSP
• CIS
• Black Knight
• ERLMF
EXPEREINCE
Wells Fargo November 2010 - Present
Loan Administration Manager II (Seeking new opportunities) March 2014 - Present
• Experience working with mortgage products - specifically helping clients in default with alternate options such as
liquidation, Deed in Lieu, and Short Sales
• Demonstrate ability to prioritize departmental workload and handle multiple tasks simultaneously
• Ability to work in a high volume fast paced environment and while meeting business objectives
• Compile with compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to
these requirements including acceptable background check investigation results
• Experience managing other managers; leading large groups
• Site lead for the ERLMF Focus Group and Subject Matter Expert on ERLMF
• Contact for Managers with ER issues to resolve prior to seeking Help Desk
• Complete at least one side by side focused on ER usage and bring feedback to the Focus Group Call
• Assist as an SME with ER testing and Production Validation; Manager Refresher and ERLMF Change Training
• Provide floor support after large ER Releases to answer questions and report issues
• Handel FHA, VA, and USDA loans, work with investors
• Manage a team of 20+ employees including mangers
• Recognized risk for business; collaborate with business lines on updates policy and procedure
Loan Administration Manager I March 2013 - March 2014
• Maintained applicable compliance conformity as it relates to data integrity and risk management
• Handled confidential material in a professional, highly ethical manner
• Ensured the unit's work is completed on time and accurately by planning, coordinating the daily team’s activities
• Organizational, analytical and problem-solving skills for the department; part of the Central Power Rankings group;
site lead
• Site lead and Subject Matter Expert for the ERLMF Focus Group
• Contacted for Managers with ER issues to resolve prior to seeking Help Desk
• Completed at least one side by side focused on ER usage and bring feedback to the Focus Group Call

2. • Assisted as an SME with ER testing and Production Validation; Manager Refresher and ERLMF Change Training
• Provided floor support after large ER Releases to answer questions and report issues
• Managed the Home Preservation Event team of HPS 2’s
• Provided performance feedback including performance reviews, corrective action, schedule adherence and training to
staff
• Represented the business unit at meetings; with all levels of the organization
• Responsibility for direct customer contact of escalated calls
• Collaborated effectively with peers and other leaders on complex issues to improve workflow processes and
efficiencies
Home Preservation Specialist II June 2012 - March 2013
• Answered inbound inquiries from borrowers regarding status of the loss mitigation, loan modification, short sale and
foreclosure process
• Interviewed borrower to understand borrowers specific situation; identified and requested the appropriate documents
required for loan modification review
• Communicated and coordinated with multiple Servicing departments (both internal and external to WF) informing the
borrower of current status, options, next steps; remain as the single point of contact to borrower throughout the loss
mitigation, loan modification, and foreclosure process
• Ensured necessary information and complete packages are received in a timely manner, maintained, tracked, and
logged in multiple systems
• Placed outbound calls to notify borrowers when additional loan document information is required; followed up on loan
documents
• Notified and informed borrowers of decisions as they are made, changes to established dates / timelines throughout
process
• Worked with borrower to set up work out payment plans, set up and follow up on good faith payments, get loan
modifications signed and closed, obtain broker information for short sale process
• Provided information to borrowers on the escalation/complain procedures / process within WF
• Ensured borrowers understand their obligations throughout each step of process, including timelines and coordination
touch points with other Servicing partners
• Provided information to borrowers on the escalation / complain procedures / process within WF
• Acted as escalation point for Home Preservation Specialist 1's to resolve issues
• Leadership and Mentoring - being able to show the following: Captainships - Special Project Liaison Team, Delegated
authority duties set by Management
• Part of the ERLMF FHA Focus Group
• Was the lead for San Antonio to produce a new Job aid for the procedures for ERLMF
• Contact for Managers with ER issues to resolve prior to seeking Help Desk
• Completed at least one side by side focused on ER usage and bring feedback to the Focus Group Call
• Assisted as an SME with ER testing and Production Validation; Manager Refresher and ERLMF Change Training
• Provided floor support after large ER Releases to answer questions and report issues
Home Preservation Specialist January 2012 - June 2012
• Answered inbound inquiries from borrowers regarding status of the loss mitigation, loan modification, short sale and
foreclosure process
• Interviewed borrower to understand borrowers specific situation; identify and request the appropriate documents
required for loan modification review
• Accessed information on multiple systems to inform borrowers of loan terms, important dates and deadlines
• Communicated and coordinated with multiple Servicing departments (both internal and external to WF) informing the
borrower of current status, options, next steps
• Remained as the single point of contact to borrower throughout the loss mitigation, loan modification, and foreclosure
process
• Ensured necessary information and complete packages are received in a timely manner, maintained, tracked, and
logged in multiple systems
• Placed outbound calls to notify borrowers when additional loan document information is required; followed up on loan
documents
• Notified and informed borrowers of decisions as they are made, changes to established dates / timelines throughout
process

3. • Worked with borrower to set up work out payment plans, set up and follow up on good faith payments, get loan
modifications signed and closed, obtained broker information for short sale process
• Provided information to borrowers on the escalation / complain procedures / process within WF
• Ensured borrowers understand their obligations throughout each step of process, including timelines and coordination
touch points with other Servicing partners
Loan Servicing Specialist III August 2011 - January 2012
• Answered inbound inquiries from borrowers regarding status of the loss mitigation, loan modification, short sale, and
foreclosure process
• Recognized for Quality top five performers
• Assigned to a special team with SPOC (single point of contact) over flow calls in which assisted borrowers to help find
solutions to maintain home ownership, including HAMP, proprietary modifications, RPPs
• If retention options are not possible, discussed other solutions including short sales, deeds in lieu, etc.
Bankruptcy & Foreclosure May 2011 - August 2011
• Handled phone inquiries from customers, title companies, and internal personnel regarding loans
• Assisted with questions pertaining to all areas of loan servicing including payment research, taxes, insurance, loan
modifications and assumptions, prepayments, payoffs, adjustable rate loans, credit reporting, and lien perfection
• Assigned to a special team were we got inbound calls from SPOC (single point of contacts) in regards to questions on
foreclosure and bankruptcy procedures
• Recognized for Team member of the week multiple times
• Interviewed borrower to understand borrowers specific situation; identify and request the appropriate documents
required for loan modification review
Collection II Advisor November 2010 - May 2011
• Handled inbound / outbound calls due to collecting on mortgagers accounts that are delinquent
• Researched customer questions or requests and set up payment arrangements
• Consistently excelled in AHT, RPC, Dollars Collected, and Quality ranking on average in the top 25 customer service
representatives of 180 employees
Chase July 2009 - November 2010
Collection Advisor
• Organized contests for Power-Day also to support enthusiasm among employees sponsoring until completion
• Arranged a contest for all three stages of litigation and remained in control of it until it was complete
• Semi-coached two advisors on their type-time scores identifying their specific and separate problem areas and helping
them each meet their goal
• Handled inbound / outbound calls due to collecting on card members accounts that are delinquent
• Recognized for highest contact rate with promises for out-bound calls and was also advisor of the month
American Express July 2008 - May 2009
Ambassador
• Consistently excelled in Top Box, Referred To Friend, Average Handling Time, and Relationship Care Tools ranking
in the top five customer service representatives of 200 employees
• Received 3 to 4 Customer Complimentary Calls on average per month maintaining the highest rank at the call center
location and was recognized from headquarters
• Trained and mentored 15 new employees on customer Relationship Care Tools and how to properly navigate company
program SFC
• Initiated investigative process for client accounts to establish disputes and fraud cases and assisted customers with
various personal account changes and informational updates