Experienced mortgage professional with 10+ years in the Real Estate Mortgage Field. Specifics on real estate loan transaction closings, appraisal inspections, appraisal reviews, underwriting, foreclosure, loan processing and closings, liquidation, loss mitigation and quality analyst trained. Top Performer for 7 consecutive years in current rolls, maintaining above average monthly quality scores. Management and team leadership certified. Areas of expertise span a broad range of functions, including: Managing and recruitment of office staff and vendors, coaching and training. Conflict resolution and exceptional motivator. Advanced written and communication skills. Excellent analytical and time management skills. Proven ability to meet and exceed utilization goals. Superior customer service.
Attention to detail
Strong problem solving aptitude
Trusted key holder
Excellent time management skills
05/2010 to 11/2013
Senior Mortgage CloserJ.P MORGAN CHASE – Irvine, CA
Conducted end to end reviews of mortgage loan transactions involving verifying conditions with extreme detail, calculating income, and balancing the HUD with accuracy and consistency to ensure compliance with state and federal guidelines for the purpose of mortgage loan transactions.
Coordinated and collected documentation from borrower and or lending partners to ensure all necessary documents are in compliance for decision making purposes.
Ensured all pre and post closing document issues are resolved prior to final approval.
Preliminary underwriting of all loan files prior to submission.
Maintained high levels of customer service with rapid response times and accurate information.
01/2009 to 05/2010
Customer Service RepresentativeWells Fargo Home Mortgage – San Bernardino, CA
Provided call center collections techniques to existing clients determining reason for delinquency·
Answered an average of 75 to 100 calls per day by addressing customer inquiries, solving problems and providing product information.
Reviewed and evaluated customers financial ability for reasons for default, and provided alternative workout options to mortgage holders that would bring the loan current.
Negotiated terms of repayment of delinquent mortgage loans.
Utilized knowledge of Loss Mitigation practices, standards and procedures which assist in providing workout options for the existing clients mortgage loans.
Maintained a monthly above average score of first point of contact call resolution and utilization goals.
03/2005 to 01/2009
Office Manager/RecruiterDiamond Hill Mortgage Services – Rialto, CA
Managed an office staff of 15 to 25 Real Estate Agents for the purpose of R.E. Transactions.
Recruit Sales Agents, office staff and Vendor Management for office operations.
Researched and resolved all staff and vendor related issues. Performed a bi-monthly training for new hires.
Maintained the office production utilizing Top Producer software.
Conducted exit interviews and verified that employment termination paperwork was completed.
Developed and facilitated job recruitment fairs.
Organized new employee orientation schedules for all new hires.
Tracked key dates and deadlines and maintained specific personnel lists.
09/2004 to 03/2005
Senior Appraisal ReviewerAccredited Home Lenders – Irvine, CA
Performed nationwide customer service residential review techniques for sub-prime lending.
Located standards of FHA, FNMA, VA, and GNMA guideline violations to ensure proper appraisal techniques are in place.
Ensured all appraisal report documentations contained final products including photos, maps, required comparables, and sketches.
Researched and coordinated moderate to complex assignments using independent judgment and decision making.
Maintained a daily high average of the required reviews above my peers.
06/2000 to 06/2003
Customer Service/AdvocatePacificare of California – Cypress, CA
Provided call center techniques to existing clients determining requirements with existing medical insurance coverage.
Resolved problems and clarified issues. Researched and explored questions, and provided alternative solutions by implementing new solutions which could help assist in unresolved issues.
Escalated unresolved issues to appropriate management levels.
Acted as a liaison between medical insurance companies, doctors and insurance holders.
Provided front hand assistance to supervisors assisting with call monitoring, daily attendance, and assigned task.
California Real Estate Appraisers License: Real Estate Appraisals Anthony Schools for Real Estate Appraisals - Irvine, CA
Business AdministrationLos Angeles Southwest College - Los Angeles, CA