Successfully manages high volumes of loan documentation in fast-paced environments with demanding productivity, funding and customer satisfaction targets. Familiar with verifying tax, credit, employment, loan, personal and residential histories. Comfortable working alone or with team members to accomplish tasks and enhance processes. Experienced administrative professional offering solid background in loan processing. Coordinates documents, corrects errors and liaises with external parties to complete paperwork and facilitate smooth closings. Knowledgeable about Loan processing operations, best practices and regulatory requirements.
Skills
Budget controls
Customer care
Logistics
Skilled in Availity, Encompass, Cradle MRX, Microsoft office & Google Drives, Revenue Cycle Solution/Waystar, Project Management, Notion
Experience
07/2019 to 11/2020
Mortgage Loan ProcessorFirst Financial Credit Union – Albuquerque, NM,
Created and completed loan submission packages.
Managed any conditions sent from underwriting departments.
Checked approvals against established bank and government lending standards.
Evaluated financial statements and contacted institutions and customers to clarify details.
Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
Upheld compliance with privacy and security requirements, as well as federal statutes covering 30 loans.
Completed closing process by collaborating with attorneys, title companies and government clerks.
Maintained complete confidentiality of all submitted information according to release guidelines.
Filed completed packages quickly and efficiently.
Submitted completed loan applications, including recommendations for underwriting approval or denial.
Examined and verified information in loan application and closing documents.
Carried out pre-funding and funding functions for more than 25 cases per month.
Reviewed historical customer accounts to assess payment compliance and adherence to loan terms.
When pulling all case numbers, VA/FHA, mip netting authorizations (fha refinance), and completing the FHA worksheet per loan per government regulations.
02/2018 to 06/2019
Remote Customer Service RepresentativeCopart – Glassboro, NJ,
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Assessed customer needs and upsold products and services to maximize sales.
Consulted with customers to determine best methods to resolve service and billing issues.
Documented conversations with customers to track requests, problems and solutions.
Evaluated customer account information to assess current issues and determine potential solutions.
Exceeded company productivity standards 75% on consistent basis, handling more than 48% of quota each day.
Answered customer questions and addressed concerns, resulting in 60% reduction in complaint calls.
Trained 14 new employees each in procedures and policies in order to maximize team performance.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Set up and activated customer accounts to maintain QA satisfaction levels.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Delivered service and support to each customer, paving way for future business opportunities.
11/2017 to 02/2018
Warehouse Operations LeadAdvantage Sales And Marketing, Llc – San Antonio, TX,
Scheduled shifts for employees ensuring appropriate staffing for each shift across all positions.
Reconciled accounting records, including shipping and receiving logs and purchase orders.
Organized warehouse design to maximize space for stock while allowing for high volume traffic zones.
Recruited and staffed employees to fill all positions and skill levels in warehouse to man three shifts.
Monitored equipment for signs of mechanical issues and organized repairs to maintain functionality.
Increased productivity through cross-training and thorough training of both current employees and new hires.
Oversaw shipping and receiving activities, accomplishing customer pick rate of 54% by monitoring zone separation.
Provided information to shipping and receiving personnel regarding inventory stock.
Satisfied reporting requirements with timely and accurate logging of daily activities.
Planned and optimized warehouse work processes to improve fulfillment system efficiency.
Hired, trained and motivated warehouse staff to meet tight schedules and demanding performance targets.
Maintained knowledge of federal, state and local regulations to enforce adherence to requirements in daily operations and advise management on policy changes necessary for compliance.
Used logistic appointment scheduling software to track orders, provide updates and confirm deliveries.
Promoted performance improvements by coaching, counseling and disciplining personnel and appraising job results.
Updated customers and interdepartmental employees on critical shipments upon request.
Planned stock quantities according to marketplace demand and sales forecasts.
Applied schedule, organizational and routing knowledge to enhance delivery planning.
Provided detailed instructions for job responsibilities, safety protocols and company guidelines to new employees.
Trained staff on material handling processes to reduce shipping times.
Managed vendor relationships to support supply chain and maintain product quality.
Improved efficiency by 35% through supervision of 28 staff working in my department in the warehouse.
Education and Training
Expected in
Associate of Arts: Paralegal Studies Rasmussen College - Florida City, FL, GPA:
Expected in 09/2008
Bachelor of Arts: Mass Communications University Of Lagos - Nigeria, GPA:
Expected in 07/2002
High School Diploma: Methodist High School - Nigeria, GPA:
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