Rondalyn L. Crosby

**** *** *** ******** ** ***** 804-***-**** ads2ph@r.postjobfree.com

Skills

• 3+ years of coaching experience

• Excellent communication skills

• Experienced in mortgage banking, customer service, coaching, associate training

• Ability to work in harmony with staff, volunteers, and leadership team

• Goal- oriented with strong leadership capabilities

• Organized, motivated, and detail-directed problem solver

• Proficient in Microsoft word, Microsoft excel, Microsoft Power Point

• Committed to teamwork

Accomplishments

· 2016 & 2017 SunTrust Mortgage Wall of Fame Award

• 2010 Recognized for outstanding substantiation by Bank of America Servicer Executive

• March 2011 Recognized for successful coaching efforts as a singly Proficiency coach attending to 86 associates

• May 2011 Recognized for ramping associates to proficiency.

• August 2011 Recognized for assisting with Achieving Great Results for Richmond CRM’s

• 2014 Bank of America Future Leadership Program

• 2014 Bank of America OJT (On the Job Training) Coach for new hire associates

· 2008 Bank of America Spirit Medallion

Experience

Mortgage Underwriter

Truist Bank -Richmond VA October 2021-July 2022

Authorizing and underwriting loans.

Reviewing and verifying loan applications and supporting documentation.

Analyzing loan risk and requesting additional information as necessary.

Preparing reports on assessment findings.

Making loan eligibility decisions and approving or rejecting applications.

Reviewing and specifying loan conditions as necessary.

Ensuring compliance with regulatory standards.

Ensuring compliance with company policies and guidelines.

Documenting and effectively communicating reasons for the approval/rejection of loans.

Returning applications with additional documentation to the loan officer for review.

Mortgage Processor

SunTrust Now Truist - Henrico VA March 2015-October 2021

·Processing home loan applications of purchase and refinancing SunTrust clients and teammates

·Pre underwriting loans to ensure income/asset qualifications

· Document collection to determine qualifications for home loan products

·Loan submission to Underwriting teammates for approval consideration

· Building and maintaining business relationships with SunTrust teammates and vendors

· Verify loan documents including income credit appraisal and title insurance

·Preparation of pre-closing documents

·Order and coordinate loan documents

· Follow up with clients to clarify important points

·Access the credit standing of applicants through internal/external research

·Meet crucial deadlines requested

·Training new hires to ensure understanding of Processing and guidelines

·Communicating with Underwriters; Loan Officers and Closers as needed to ensure successful process and closing

Origination Support Specialist

Veredus/ SunTrust Mortgage Contractor-Richmond VA October 2015-March 2015

• Answering questions in reference to mortgage application systems within SunTrust Mortgage.

• Screen sharing with associates to coach mortgage processing and locate defects within the loan process.

• Password reset for various systems to include Empower, STM Partners, CCN, and Sales Desk.

• Assigning task to associates as requested within the loan process.

• Overriding information in system to include Initial Disclosure dates, earliest close date etc. In addition to various

information to assist with processing the loan for Mortgage Loan Officers; Processors; Closers.

· Releasing findings within DU and LP.

·Trouble shooting to correct incorrect data within the mortgage loan process.

Customer Service Associate II

Bank of America-Henrico, VA May 2014-October 2015

• Accepting inbound calls from clients with complex issues in reference to personal loans, checking/savings accounts

determining eligibility for loan processing.

• Collecting and verify account information.

• Adding/updating account and personal information referring clients to outside departments as necessary.

• Online banking Technician assisting with trouble shooting and support.

• Providing solutions for our customer's everyday needs.

• Mentoring and coaching new hire associates for proficiency of job tasks.

Home Service Specialist Mortgage Processor

Bank of America-Henrico, VA November 2010-May 2014

• Home loan processing of new and refinancing Platinum Privilege clients.

• Building and maintaining client relations.

• Credit and income verification to determine qualifications

• Building report with clients and outside vendors

• Verify loan documents including income credit appraisal and title insurance

• Preparation of pre-closing documents

• Order and coordinate loan documents

• Meet crucial deadlines requested

• Perform duties/activities assigned by management

Mortgage Negotiator Proficiency Coach

Bank of America- Henrico, VA September 2009- November 2010

• Provide associates coaching and training to maximize production and performance.

• Supports 2-3 teams of associates as a subject matter expert (SME) on processes, systems and tools.

• Conduct side by sides to observe and analyze associate interaction with customers.

• Partnered with associates and their managers to identify qualify deficiencies and offered solutions to build competency.

• Partnered with Case Management Quality Assurance teams to identify associates with particular quality of work

deficiencies.

• Conduct weekly learning activity workshops, Call calibrations, observing and assessing performance, action planning

and follow-up processes.

• Reviewed associate scorecards to identify coaching opportunities and process gaps.

• Served as a first point of escalation for process, policy and system questions during critical pre-and post-implementation

stability phase.

Mortgage Negotiator Loan Processor

Bank of America – Henrico, VA November 2008 - September 2009

• Managing a portfolio of delinquent loans to determine workout eligibility.

• Review of customer’s documents to ensure accuracy and completeness.

• Held responsible for ensuring compliance with the Home Affordable Modification (HAMP) and Freddie Mac

(FHLMC) guidelines.

• Negotiated new loan terms to cure customer delinquency.

• Collection of required documentation and recommendation for decisions of workout options.

• Assisting other teammates with work tasks and questions in reference to workout options.

• Assisting management with various tasks assigned Consistent with achieving production goals.

Escalation Supervisor

Bank of America – Henrico, VA October 2006 - November 2008

• Accepting inbound calls from clients with complex issues in reference to personal loans, checking/savings accounts

determining eligibility for loan processing.

• Collecting and verify account information.

• Adding/updating account and personal information referring clients to outside departments as necessary.

• Educating associate and clients on proper policy/procedures.

• Online banking Technician assisting with trouble shooting and support.

• Providing solutions for our customer's everyday needs.

• Mentoring and coaching current and new hire associates for proficiency of job tasks.

• Active call listening to ensure accuracy of details provided of products and services.

Education

University of Phoenix

November 2012

Phoenix, Arizona

Business Management

Bachelor’s Degree

University of Phoenix

April 2010

Phoenix, Arizona

Business Management

Associates of Arts

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