Livecareer-Resume
Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Experienced Senior Mortgage Loan Processor offering solid background in loan processing & customer service. Able to coordinate documents, correct errors and liaise with external parties to complete paperwork and facilitate smooth closings. Knowledgeable about mortgage operations, best practices and regulatory requirements. Successfully managed 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. Multi-talented loan processing professional versed in customer service and bank standards. Excellent communicator and decision-maker with a strong eye for detail and a proactive nature.

Skills
  • MS Office
  • Proficient in Encompass & Orijin mortgage software
  • Data management
  • Team building
  • Customer service oriented
  • Relationship building
  • Problem resolution
  • Organization
  • Ability to work in fast pace environments
  • Self motivated and goal driven
  • Strong attention to detail
  • Ability to analyze mortgage numbers for accuracy
  • Supervision & leadership
  • Generating reports
  • Call center operations
  • Customer relations
  • Inbound and Outbound Calling
  • Employee coaching
  • Senior leadership support
Experience
03/2021 to 07/2022
Sr. Mortgage Loan Processor Unitedhealth Group The Lakes, NV,
  • Managed any conditions sent from underwriting departments.
  • Filed completed packages quickly and efficiently.
  • Completed closing process by collaborating with attorneys, title companies and government clerks.
  • Complied applications and paperwork and double-checked for accuracy.
  • Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
  • Created and completed loan submission packages.
  • Evaluated financial statements and contacted institutions and customers to clarify details.
  • Checked approvals against established bank and government lending standards.
  • Processed USDA, FHA, VA & Conventional mortgage loans.
  • Worked with third-party vendors to address and clear loan closing requirements.
  • Scanned and uploaded loan and related documents into system.
  • Assembled and compiled title abstracts, insurance forms, loan documents and tax receipts.
  • Prepared and delivered loan documents to title and escrow teams.
  • Carried out pre-funding and funding functions.
  • Managed loan application pipeline by completing and submitting reports within allotted turn-around times.
  • Organized, filed and maintained customer, department and regulatory loan records.
  • Checked applicant credit, personal references and employment histories.
  • Conveyed acceptance or rejection to customers by mail, telephone, or email.
  • Reviewed historical customer accounts to assess payment compliance and adherence to loan terms.
11/2004 to 12/2020
Sr. Mortgage Loan Processor Summit Credit Union City, STATE,
  • Complied applications and paperwork and double-checked for accuracy.
  • Submitted applications to credit analysts.
  • Checked applicant credit, personal references and employment histories.
  • Assembled and compiled title abstracts, insurance forms, loan documents and tax receipts.
  • Submitted completed loan applications, including recommendations for underwriting approval or denial.
  • Prepared and delivered loan documents to title and escrow teams.
  • Examined and verified information in loan application and closing documents.
  • Organized, filed and maintained customer, department and regulatory loan records.
  • Carried out pre-funding and funding functions for more than 20+ cases per month.
  • Worked with third-party vendors to address and clear loan closing requirements.
  • Reviewed historical customer accounts to assess payment compliance and adherence to loan terms.
  • Conveyed acceptance or rejection to customers by mail, telephone or in person.
  • Processed USDA, FHA, VA & Conventional mortgage loans.
  • Cross-trained in different internal databases and service positions to help team members meet coverage demands.
  • Offered exceptional customer service to differentiate and promote company brand.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Audited member's account information to identify issues and develop solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Trained and supervised new employees to promote overall team productivity and consistent service.
01/2001 to 06/2004
Senior Customer Service Advocate Oakwood Homes Corporation City, STATE,
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Documented conversations with customers to track requests, problems and solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Exceeded team goals and collaborated with staff to implement customer service initiatives.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
  • Implemented company processes to effectively resolve customer service issues.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
  • Trained new employees on company customer service policies and service level standards.
  • Resolved complex customer issues by identifying source of customer's issue providing resolution.
  • Demonstrated in-depth knowledge of products, services and policies to coach team members.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Assisted customers by answering questions, addressing concerns and providing current account information.
  • Trained and mentored new customer service executives to speed onboarding process.
  • Contacted customers to assess needs and deliver solutions.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
Education and Training
Expected in 03/2007
Diploma-Certification : Medical Billing & Coding
Herzing University - Dearborn, MI
GPA:
Expected in 06/1997
High School Diploma:
Reidsville High School - Reidsville, NC
GPA:

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

Disclaimer

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:

78Average

resume Strength

  • Formatting
  • Personalization
  • Strong Summary
  • Target Job
  • Word Choice

Resume Overview

School Attended

  • Herzing University
  • Reidsville High School

Job Titles Held:

  • Sr. Mortgage Loan Processor
  • Sr. Mortgage Loan Processor
  • Senior Customer Service Advocate

Degrees

  • Diploma-Certification
  • High School Diploma

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

*As seen in: