Real Estate Customer Service
Resume:
West Covina, CA *****
ad5day@r.postjobfree.com
Rhonda Allen
Professional Summary
Successful and accomplished mortgage professional with a strong focus on strategic operations, compliance, sales and solutions in a challenging fast paced mortgage industry. Exceptional work ethic with strong customer service and effective communications. Seeking an opportunity where my skills and experience will have a valuable mutual impact. Experience in Conventional and FHA loans
Education
Mount San Antonio College, Walnut CA
Studies included Business Law, Principal’s of Real Estate, Real Estate Finance, Legal Aspects of Real Estate and Business Administration
Skills and Abilities
Management
Excellent interpersonal, communication, organizational and time management training. Encompass experience for last 3ys. Extensive mortgage knowledge, ability to multi-task numerous projects simultaneously, extremely motivated, ability to lead, adapt quickly to change, detail oriented, strong problem solving.. Recruited, mentored & developed talent. EXPERIENCE
CIT Bank - AVP, Ops Manager/First Citizens Bank - AVP Processing Sup April 2019 - October 2022
● Responsible for managing and leading a team of 9 Loan Processors
● Carried pipeline as needed due to capacity restraints
● Created and implemented new processes to assist in updating policies and procedures
● Helped to maintain the department’s policy and procedures
● Work closely with the Sales Team to effectively get their loans submitted to underwriting for initial credit decision, final approval, & to closing
● Assign loans to both front end and back end loan processors and keeping a balance amongst them
● Provides daily team coaching and leadership focusing on the strengths of each associate
● Holds a weekly meeting to go over anything new, reminders of old, & allowing them to discuss or bring up suggestions, tips, or ideas to share with the team
● Going above and beyond for our customers and team by covering processor desks when they are out to help facilitate the movement of loans
● Maintained a positive working environment by developing relationships with all internal
& external associates. Attend weekly debrief with the Managing Director which also includes the Sales Managers
American Advisors Group — Processing Team Lead, Reverse Mortgages Aug 2017 - Mar 2019
● Worked with Processing Manager to oversee 9 Processors & 1 Jr Processor.
● Ensured we stayed within FHA guidelines
● Worked closely with sales to ensure their loans were moving efficiently through the pipeline to closing in order to meet our monthly goals.
● Covered Processors desks if they were out.
● Completed weekly audits of loans to ensure all Processors performed to the company standards and service levels.
● Provided training to new hires.
● Sent out a daily pace report to sales and upper management letting them know where we were at in the month for goals
● Re-disclosed loans when needed
Caliber Home Loans — Processing Manager, Wholesale May 2015 - June 2017
● Responsible for maintaining daily procedures and workflows for 7 Processors
● Assists Processors in maintaining company set turn times.
● Coordinates and manages daily work flow requirements with AVP, Site Leader and Underwriting Department when necessary.
● Ensures all Processors perform to company set standard productivity and customer service levels.
● Conducts new and ongoing training for Processors, leads staff meetings to communicate industry and company changes in order to maintain team unity and comprehension.
● Adheres to all applicable compliance regulations for Conventional & FHA
● Assisted Post Closing in collection of documents for HUD Insuring Bank of America — AVP/ Fulfillment Team Leader
Sept 2014 - May 2015
● Responsible for overseeing a team of 7 Processors, load balancing their pipeline, & working together as a team to meet our monthly goals. Ability to manage at a high level of detail while maintaining awareness of overall process and team results. Interacts in a range of roles, is comfortable being a follower, leader or teammate as the occasion demands. Uses learning experiences as opportunities to learn for the future. Drives process improvements, adapts quickly to new demands & challenges. Works with Credit Policy, Compliance, Legal and Direct Lending.
● Validated the AUS decision including the review of AUS to identify errors or additional conditions that may be required.
● Validation of all supporting documentation submitted to underwriting including credit, title, appraisal, income, assets, and insurance.
● Reviewed both the credit & title report for accuracy and red flags, limited appraisal review, calculation of DTI, income, assets, and LTV/CLTV, review for possible misrepresentation, omissions, and inaccuracies, assisted in clearing remediation errors
● Extended locks, & recommitted loans.
Bank of America — AVP, Funding Manager
Jan 2010 - Sept 2014
● Supervised a team of 8-21 associates consisting of both set-up and funders. I was responsible for receiving all loans in Edge, assigning them to the appropriate teams, updating the FAS System with any changes, and ensured that all loans had their initial disclosure package out within the 3 days required by law. I kept our compliance scores at 100%. When Reg X came out in January 2010, I became the Subject Matter Expert for the entire site.
● As the Funding Manager, I was responsible for balancing the funders pipelines, ensuring that all loans funded on time, and the fees were within compliance. I reviewed the final HUD-1’s for accuracy so that the team would not be put in remediation. References available upon request
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