loan processing manager resume example with 8 years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

Dedicated Mortgage professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance organizational needs. Successful at managing multiple tasks with a positive "Can Do" attitude.

  • Encompass, Calyx Point, CLOSR
  • Automated Underwriting Systems: DU/LP/GUS/Zippy
  • MS Office
  • MSP/Black Knight
  • Ultipro/UKG
  • Self-Motivated
  • Flexible and Adaptable
  • Multitasking Abilities
  • Analytical and Critical Thinking with attention to detail
  • Problem-Solving
  • Customer Service
  • Company Policies And Procedures
  • Exceptional Communication
  • Multi-Tasking
  • Customer Service Experience
  • Written And Verbal Communication
Work History
11/2020 to 06/2022
Loan Processing Manager Blend Los Angeles, CA,
  • Supervised loan personnel and motivated to maintain customer service and performance standards. Team size ranged from 10 to 20 Sr and Jr Processors.
  • Provided guidance on all products and company over lays (FHA, VA, FNMA, FHLMC, USDA, NON-QM)
  • Reviewed loans to make sure all compliance and TRID requirements were met
  • Actively reviewed pipelines for quality and to make sure all company Service Level Standards were met
  • Managed pipeline through assignment and load balancing
  • Provided coaching to help processors level up to standards or into new positions including training on complex loan (Non-QM, Self-Employed, etc)
  • Provided excellent internal and external customer service
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Identified procedure or process changes required to improve performance and productivity.
  • Established positive and effective communication among team and organization leadership, reducing miscommunications and missed deadlines.
  • Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
  • Increased customer satisfaction by resolving issues.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Onboarded new processors by entering employee information into systems. Also responsible for Offboarding processor when no longer employed with company
  • Managed and approved all time cards to meet payroll needs
  • Performed Semi-Yearly and Yearly performance reviews
08/2020 to 10/2020
Mortgage Loan Processor Keybank National Association Troy, NY,
  • Managed pipeline of 50+ files
  • Set up and completed loan submission packages.
  • Maintained compliance with privacy and security requirements, as well as federal statutes covering FNMA, FHLMC, FHA, VA, USDA, Non-QM loans.
  • Evaluated approvals against established bank and government lending standards.
  • Verified credit histories, personal references and employment backgrounds for each applicant.
  • Reviewed financial statements and contacted institutions and customers to clarify details.
  • Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
  • Upheld complete confidentiality of all submitted information according to release guidelines.
  • Communicated with originator and applicant concerning progress of loan file.
  • Coordinated closing process with attorneys, title companies and government clerks.
  • Completed denial and cancellation procedures on applicable files.
  • Received on-going, comprehensive training on home loan products and mortgage process.
05/2018 to 08/2020
Mortgage Loan Processor Keybank National Association Watertown, NY,
  • Managed pipeline of 50+ loans
  • Process Conv, FHA, VA and Investor Loan including Down Payment Assistance, Non-QM and Brokered Loans
  • Collected and reviewed all documentation for completeness and accuracy
  • Helped to structure loans
  • Ordered and reviewed all supporting documentation such as Appraisal, Title, Flood Certificates, Verification of Employment, Verification of Deposit, Verification of Mortgage/Rental, etc
  • Reviewed and analyzed Credit Report and Title and Appraisals
  • Exclusive Loan Processor for Branch Manager and Top performing Loan Officer
  • Adhered to strict audit and quality guidelines
  • Emphasis on strong customer service to both internal and external custom
07/2015 to 05/2018
Default Mortgage Loan Underwriter JPMorgan Chase City, STATE,
  • Performed underwriting review/determination on 5 to 10 complex loans per day (foreclosure/previous bankruptcy)
  • Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records and current financial status.
  • Verified integrity of applicants' information to minimize fraud.
  • Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
  • Checked personal and team calculations to validate information and underwriting decisions.
  • Maintained mortgage program compliance with federal agencies such as VA, HUD and FNMA.
05/2014 to 07/2015
Sr Lead Operations Specialist/Customer Escalation Manager JPMorgan Chase City, STATE,
  • Answered 30+ customer communications per day via telephone and email in Call Center Environment
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions. Including Bankruptcy questions and stay of foreclosure proceedings
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Maintained and managed customer files and databases.
  • Responded to customer requests for products, services and company information.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Communicated pertinent information to clients via phone, email and mail.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Maintained strict confidentiality of credit and customer information.
  • Provided primary customer support to internal and external customers.
  • Maintained energy and enthusiasm in fast-paced, highly escalated priority environment.
Expected in to to
: Business Administration
Kankakee Community College - Kankakee, IL,

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Resume Overview

School Attended

  • Kankakee Community College

Job Titles Held:

  • Loan Processing Manager
  • Mortgage Loan Processor
  • Mortgage Loan Processor
  • Default Mortgage Loan Underwriter
  • Sr Lead Operations Specialist/Customer Escalation Manager


  • Some College (No Degree)

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