Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
Website, Portfolio, Profiles
Professional Summary

Knowledgeable and dedicated mortgage and banking professional with expertise in all mortgage loan programs and lending guidelines in various states. Effectively and efficiently manage active client pipeline of 50+ with history of meeting production goals utilizing consistent practices. Superb communication and customer relationship skills . Excellent at working under pressure and adapting to new situations and challenges. Expertise includes reviewing and vClairedating personal employment and financial histories for each client. Driven self-starter with outstanding teamwork, problem-solving and organizational skills. Offering 10-year history of successful mortgage, banking, and financial experience.

  • Used Microsoft Excel to track completed audit reviews of closed loans
  • Deans List, EMU
  • Implemented procedures to streamline the mortgage processing review and cut down on time needed to move loan into underwriting
  • Closed on average 40+ loans per month
  • Numerous accolades from colleagues and management
  • Maintained exceptional NPS scores regarding customer satisfaction and overall quClairety (% of defect/error) of closed mortgage loan files.
  • Time-management
  • Detail-oriented
  • Financial Document Review
  • Encompass 360
  • Desktop Underwriter
  • Organized and proactive
  • Excellent written and verbal communication
  • Microsoft Office Suite (Outlook, Teams, Excel)
  • Zoom and Ring Central
  • Critical Thinking
  • FHA/VA/CONV/USDA Loan Program Requirements in various states
  • Consistent follow through
Work History
08/2019 to 08/2022 Sr. Mortgage Loan Processor Bjc Healthcare | Columbia, MO,
  • Processed mortgage loan applications from application to closing.
  • Prepared file for final clear-to-close
  • Review Pre-CD's and Final CD's to identify and resolve any discrepancies with cash to close figures.
  • Thorough and extensive knowledge of all loan programs including FHA, VA, USDA, CONV and DPA programs.
  • Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
  • Processed mortgage loan applications in various states including NY, NJ, PA, TX, MI, FL, CA, and many others.
  • Experienced in processing loan applications for various property types including single family, multi-family, manufactured, co-op and condo's.
  • Submitted requests to HUD for single-unit condo approvals.
  • Ordered condo questionnaires via third party websites including HomeWise, Condo Certs, and many others.
  • Ordered written income VOE's via third party sites including Thomas & Company, Work Number, Verify Jobs, and many more.
  • Maintained established accounts with many third party services that provide homeowner's insurance, VOE's, payoff statements, and other documents needed to streamline process.
  • Worked with customers via telephone and email to answer questions, process transactions and resolve issues.
  • Established strong relationships with customers throughout loan process
  • Communicated with originator and applicant concerning progress of loan file on weekly/daily basis.
  • Prioritize urgent files with same day closings or rush purchase closings.
  • Reviewed financial statements for quClairety and accuracy (assets, income, credit) and contacted institutions and customers to clarify details.
  • Reviewed conditions sent from underwriting departments and communicated to borrowers and loan officers.
  • Upheld complete confidentiClairety of all submitted information according to release guidelines.
  • Completed denial and cancellation procedures on applicable files.
  • Completed FHA case transfer requests from outside lenders as well as internal.
  • Experienced using VA (Web Guaranty) portal to order COE's and appraisal.
  • Coordinated closing process with attorneys, title companies and real estate agents.
  • Reviewed and vClairedated details of loan applications and closing documentation.
  • Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
  • Expertise in reviewing and knowing what to look for on appraisal reports, title commitments, tax transcripts, and credit reports.
  • Requested revisions to documents as needed (appraisal, title, insurance).
  • Experienced in ordering credit reports, judgement and lien searches, tax certificates, tax transcripts, lien releases, and many other reports as needed.
  • Consulted with outside vendors to identify and resolve loan closing issues.
  • Completed all upfront initial orders (appraisal, flood, title, fraud, etc.) on new loan applications before completing processing review and submitting to underwriting.
  • Maintained compliance with privacy and security requirements, as well as federal statutes covering VA, USDA, CONV, & FHA loans.
  • Received on-going, comprehensive training on home loan products and mortgage process.
  • Effectively and efficiently manage pipeline of 40-50 active loans
  • Reached out to third parties to obtain updated insurance policies, payoff statements, title documents, tax transcripts, written VOE's, verbal VOE's and many more.
06/2012 to 08/2018 Sr. Mortgage Loan Processor Citibank, N.A. | City, STATE,
  • Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
  • Prepared file for final clear-to-close by branch management.
  • Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
  • Communicated with originator and applicant concerning progress of loan file.
  • Oversaw entire mortgage processes from applications and origination to underwriting and closing.
    Ensured loan applications contained supporting documentation and required information.
  • Evaluated loan applications to determine if minimum eligibility requirements were met.
    Managed applicants' expectations related to processing times, interest rates, and closing dates.
  • Reviewed loan requests for accuracy and completeness.
  • Exceeded quarterly production goals by 25%. Successfully closed on average 40 loans per month.
  • Trained and directed 5 new hires during department orientations.
  • Maintained friendly and professional customer interactions while establishing long lasting relationships.
  • Submitted completed packages to underwriting department in timely manner.
  • Verified data integrity and accuracy.
  • Copied, logged and scanned supporting documentation.
  • Achieved closing goals monthly by submitting client files to underwriting quickly for loan approval.
  • Obtained documents, clearances, certificates and approvals from local, state and federal agencies.
  • Worked directly with title companies, realtors, insurance companies, attorneys, closing and underwriting departments, sales team and necessary third parties to achieve loan approval for clients.
  • Maintained compliance with privacy and security requirements, as well as federal statutes covering conventional loans.
  • Evaluated approvals against established bank and government lending standards.
  • Upheld complete confidentiClairety of all submitted information according to release guidelines.
  • Reviewed financial statements and contacted institutions and customers to clarify details.
  • Worked with customers primarily via email and telephone communication to answer questions, provide loan status updates, request documents and resolve issues.
  • Coordinated closing process with attorneys, title companies and government clerks.
  • Continued education on current mortgage products and services through required monthly and quarterly training classes.
03/2011 to 05/2012 Customer Service Representative II Meridian Health Plan | City, STATE,
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Adhered to company policies and scripts to consistently achieve call-time and quClairety standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Answered average of 100+ calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Assisted 100+ customers average day by answering questions, responding to inquiries and handling telephone requests.
  • Consistently maintained 100% customer service satisfaction ratings through quClairety control and productivity.
  • Completed over 100+ inbound calls per shift.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionClairesm when deClaireng with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded proactively and positively to rapid change.
  • Trained new personnel regarding company operations, policies and services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
  • Handled over 100+ calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Expected in 12/2008 BBA | Marketing Eastern Michigan University, Ypsilanti, MI GPA:
  • Certified Tax Preparer, IRS - Active

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy


Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score
could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:


resume Strength

  • Formatting
  • Length
  • Measurable Results
  • Personalization
  • Target Job
  • Word Choice

Resume Overview

School Attended

  • Eastern Michigan University

Job Titles Held:

  • Sr. Mortgage Loan Processor
  • Sr. Mortgage Loan Processor
  • Customer Service Representative II


  • BBA

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in: