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Skills

  • Federal and state mortgage regulations
  • Business operations
  • Communications
  • Customer Relationship Management (CRM) Software Proficiency
  • Mortgage product recommendation
  • Team management
  • MS Office
  • Documentation process improvements
  • Operational improvement
  • Budgets

Work Experiences

  • Achieved a recovery rate of $4.
  • Analyzed mortgage application documentation, ensuring compliance with standard and reducing underwriting delays by 75%.
  • Customer files, department records, and regulatory paperwork were set up, stored, and updated by me.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Analyzed mortgage application documentation.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Looked at customer account histories to see if they had previously adhered to payment plans and loan terms.
  • Coordinated annual escrow analysis reviews and delivered accurate adjustments leading to 64% reconciliation accuracy.
  • Automated performance reporting.
  • Avoided regulatory penalties.

Summaries

  • Boosted customer retention.
  • Achieved institution-wide improvements.
  • Strengths in process improvement and strategic planning backed up by Banking and Financial Services training.
  • Reviewing and validating each applicant's personal, employment, and financial histories is one of her specialties.
  • Consistently achieved customer satisfaction improvement, boosting ratings by 84% by tailoring advice and offering support aligned with client goals.
  • Assisted in rehabilitating credit.
  • Committed Mortgage Support Specialist.
  • Collaborative Mortgage Support Specialist, focused on improving teamwork between departments, resulting in faster loan approvals and enhanced customer satisfaction.
  • Committed Mortgage Support Specialist with a knack for training newcomers, reducing team onboarding time by 6 months through efficient knowledge transfer and process oversight.
  • Achieved results at an institution-wide scale.

Accomplishments

  • Created a centralized inquiry system that decreased average client response times by 18% minutes.
  • Implemented real-time reporting dashboards, reducing the time needed to generate financial statements from 13 hours to initiative.
  • Collaborated with underwriting team to resolve discrepancies in 4% of loan applications.
  • Improved escrow collection practices, reducing delinquency rates by 69% within the past year.
  • Optimized manual data-entry procedures, reducing entry errors by 35% and saving 11 hours per week.
  • Developed and executed training modules for new hires, decreasing training time by 18 hours.
  • Facilitated post-closing audits that identified 7 errors, contributing to 33% error-free documentation.
  • Produced detailed borrower reports for management that enhanced decision-making during portfolio reviews.
  • Led bi-weekly cross-functional meetings to drive alignment on loan servicing procedures, improving overall process efficiency by 22%.
  • Supported underwriting processes by gathering and verifying borrower documents, decreasing application delays.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Society of Human Resource Management
  • Mortgage Bankers Association (MBA)
  • Real Estate Services Providers Council (RESPRO)
  • Certified Mortgage Specialist (CMS), 2015
  • National Association of Real Estate Appraisers (NAREA)
  • Certified Mortgage Support Specialist (CMSS) Certification, procedure
  • Association of Professional Mortgage Women (APMW)
  • Freemason
  • International Association of Administrative Professionals

Certifications

  • Fair Lending Practices Certification (FLPC) - Summit Group
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified in Risk and Information Systems Control (CRISC) - Meridian
  • Certified Mortgage Advisor (CMA) – Summit Group
  • Certified Documentation Expert (CDE) - Northwind
  • Certified Ethical Mortgage Servicer (CEMS) - Summit Group
  • Certified Financial Planner (CFP) - Cedar Works
  • Mortgage Loan Originator (MLO) License - procedure
  • Certified Mortgage Banker (CMB) – Meridian
  • Loss Mitigation Specialist Certification - Northwind

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