Flora A Downing

**** ****** **. *****

San Ramon, Ca 94583

Cell: 925-***-****

Objective

To obtain a challenging position as a Loan Servicing Generalist for a community lending financial services company where my experience will be a value add to the organization’s business objectives.

Qualifications

A customer-oriented professional offering 15 + years experience in real estate lending, mortgage technology, marketing, sales, mortgage lending, processing, appraisal review, underwriting, auditor, lock desk, registration, QC, training, closing, post-closing and project management.

I am highly organized, efficient, a team player, and reliable with excellent communication skills. Resourceful problem solver focused on customer satisfaction and corporate bottom line to produce win-win results.

*Production Planning

*Exceptional Customer Service

* Partner Relationship Building

*Call Center Sales

*Lead Generation

* Project Management

*Pipeline Management *Recruitment and Training *Processing & Funding

*Fannie Mae & Freddie Mac

* FHA, VA,USDA, HomePath

*HARP & Jumbo Loan Programs

* Community Lending Programs

* Credit Risk Assessment

*Credit Restoration Planning

* 2010-15 Mortgage Compliance

* DU/LP & Manual Underwriting

*Total Quality Management

*Pre-Approval Services

* CFPB Guidelines

Numerous software programs: Web based applications and software development:

Encompass, Calyx Point and Empower LOS programs.

Knowledgeable in: MS Office, MS Project, Visio, Excel, Word, PowerPoint and Sales Force.

Experience

2012-2014, Zenex Partners, Inc.

Assigned to Ellie Mae, Inc. Pleasanton, CA

Implementation Manager for Encompass LOS Roll-out – Nationwide Client Base

Strategic partnership with Ellie Mae Account Managers to successfully engage, train and deploy remaining clients to next generation LOS migration project prior to Q1 2014. Scheduled remote call sessions to instruct mortgage professionals on how to use the new software features,

Gathered change requests, implemented and delivery of documents in accordance with SOW. Recommended changes to internal partners to complete the project rollout with customer expected or exceeded satisfaction levels of service.

2011-2015, Marketing Manager- Bella Limo Service, Inc.

Developed and implemented marketing campaigns to increase customer base for family owned and operated Limo Company. Designed website, networked with other transportation companies to increase profits. Resulted in 65% revenue growth in 2012 over previous year.

2010 -2011

Mason McDuffie Mortgage Corporation.

Team Lead Loan Officer Assigned to Consumer Direct Division YTD production revenue: 6.5M. Solicited new mortgage applications by various sources; cold calling realtor campaigns, inbound calls, internet leads, community event networking and prior loan applicants. Prequalified applicants for: Home Path, HARP, FHA VA, USDA, CAHFA, First Time Buyers Assistance Programs, Conventional, Jumbo and Portfolio loan products. Ordered and reviewed credit reports, appraisals, and prelims, grant deeds, HOA Certs, locked loan rates and adhered to RESPA regulations through closing. Engaged with all loan processing, underwriting, closing and post closing staff to resolve and or minimize any roadblocks that developed so the borrower had an excellent customer service experience with the team.

NMLS Licensed Mortgage Originator for CA

2010- Bank of Commerce –Tele-Marketer for Prudential Reality

Out-bound Cold Calling Realtor Campaigns to solicit new opportunities for Real Estate Agents and or Loan Officers. Developed scripts for the team, which produced increased sales volume. Consistently made or exceeded quota for salary plus bonus position.

2009 – 2010 ISGN

Assigned to Chevron Federal Credit Union Oakland, CA

Loan Officer

Real Estate Lending Call Center:

Loan Originator for Inbound/Outbound Calls for all 50 States for web based mortgage loan application system. Generated a pipeline of 50 loans per month for field loan officers. Contributed to 67% growth in 2009 over 2008. In addition, indentified and qualified existing loans in portfolio for Loan Modification program. After six months, re-assigned to Closing Department to assist the underwriters to process and final close aged pipeline of 150 loans. Contributed to team processes for quality improvement on turn-times. Results were loans closed within the 30-45 day cycle. Improved customer satisfaction was measured in next cycle of customer surveys. When backlog was completed, I continued to assist the membership with customer care issues and servicing team until all cases were resolved before being re-assigned to the Real Estate Lending Sales Manager to train new staff assigned to Call Center.

2007- 2008

Project Manager, IT Stewart Vacation Ownership, Stewart Title Guaranty of Houston: Manage and deliver in house financial on-line Escrow order entry application for timeshare industry. Worked with vendor software developers, in-house IT professionals, User Teams, and Stakeholders: planning, scheduling, testing and deployment of new hardware and software delivery system. Performed system analysis testing for hardware: PC’s, HP Servers, Cisco Switches, and Routers for system upgrade recommendations software compatibility. Conducted end-user testing of software to isolate software bugs for future software releases. Deployed new hardware configurations and software releases Compliance Best Practices for IT Procurement and Sox Audits National IT Team Manager for point of contact of all Branch IT issues for resolution conduct weekly staff meetings for three other locations regarding system, end-user and compliance issues. Reported to Division President

2006 - 2007

Mortgage Consultant with Diablo Funding Group A nationwide mortgage lender

As a Loan Originator, solicit and close residential real estate loans for FHA, VA, conventional and commercial loan products. Managed monthly pipeline of twenty-five plus loans resulting in being the top producer of branch for 2006-2007. Built relationships in real estate community with Builders and Realtors for continued growth. YTD Revenue of 12.7m

2004-2006 Senior Closer – Branch Auditor

Conducted pre-audit review of files for State and Federal regulatory compliance. Reviewed documentation for accuracy and completeness prior to doc draw, funding and post-closing of loans. Advised and or amended necessary changes to appropriate sales, underwriting and management staff. Trained closing and processing staff in audit processes for SOX, RESPA, HMDA and company best practice procedures; managed pipeline of 65 weekly docs in/out and closed loans. Adhered to Compliance and HMDA regulations as required by State and Federal laws for conventional and bond program loans for Title and Escrow states. Conducted pre-post audit of files for docs, funding and post closing. Achieved 100% salability of loans in 2005 -2006. Branch went from 77% to 92% audit score for both Processing and Closing Departments.

For Joint-Venture Retail Branch with Prudential Reality.

2002 - 2004 Wholesale Lending Funding Coordinator,

JP Morgan Chase Home Finance

Primary responsibilities included but not limited to: Funding status of loans received and in the review process, facilitated loan closing process by interfacing with Brokers, Escrow Agents, HOA’s, Account Executives, Underwriters and Funders requesting required documentation; review received documentation for completeness some very complex for California and Wet Funding States. Communicated with internal and external partner’s loan status to enable them to resolve issues in a timely manner to meet loan milestones for a successful customer experience with the bank. Reported to Regional VP of Real Estate Lending for Wholesale

Hewlett-Packard - 2000 to 2002

Completed assignment as a Sales Associate for the Technical Computing Organization supporting general manager and national sales account managers and their sales teams. Responsibilities are but not limited to: sales order management, proposals, event management, forecast monitoring, sales reports and analysis of trends, lead generation and tracking performance, telemarketing campaigns, demand generation activities, trade show coordination, training other team members in HP processes, made recommendations where change would be beneficial. Inside sales support for order processing cycle and account research activities for the US sales force. A liaison for customer escalation issues to resolutions, interface for marketing, operations and other key business units as issues develop. Report all unresolved issues to appropriate managers for corrective action. Experienced the opportunity of contributing to winning a very complex, $32M hardware/software deal for a key account in the entertainment industry in Southern California

Education

UC Berkeley, Business Administration Management Program, NMLS # 356984

References upon request

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