Customer Service Real Estate

PROFESSIONAL EXPERIENCE

Quatrro Mortgage Solutions Burlingame, CA

Underwriter - Loss Mitigation

January 2010 - July 2011

Responsible for underwriting loan modifications with two of the largest

retail banks in the nation.

. Evaluated loan portfolios on a case by case basis, recommending

approvals and qualifying status.

. Accounted for borrower's credit and income using underwriting decision

and income calculation worksheets.

. Worked extensively with large retail operations, and regularly

attended underwriting training.

. Active from start up of operation to production of up to 200+ loans a

day.

Wachovia San Leandro, CA

Loan Closing Specialist - San Leandro ROC

August 2006 -

October 2008

Administrative and operations support for Wachovia Mortgage, overseeing the

origination, production, and funding of a financial pipeline.

. Managed loan portfolios of up to 100 files at a time with full

accountability, processing an average of $20 million in funding for

wholesale and retail mortgage lending.

. Audited documentation produced by customers, businesses, and

government agencies.

. Tracked and analyzed file workflow; ensuring efficient and accurate

reporting and approving information.

. Worked with executives and management to increase workflow

productivity and improve review techniques.

. Reported activities through a national network of operation centers

and independent businesses.

. Oversaw daily production meetings; encouraging efficiency and

demonstrating ownership over tasks.

. Regularly met with executives to discuss better business methods and

provide insight from the floor.

. Assisted with employee training, including technological

troubleshooting of industry computer applications.

Ellie Mae Pleasanton, CA

Technical Support Representative

March 2006 - June 2006

Corrected mortgage software and computer networking issues and resolved

general customer service inquiries.

. Primary contact to business professionals having origination and

account organizational issues.

. Handled consecutive inquiries through the oversight of an operation

ticketing system.

. Established, tracked and maintained goals for performance and customer

service time resolution.

. Ensured customer satisfaction through use of customer-first

communication techniques.

. Corrected issues revolving multiple products; eliminating multiple

tickets and reducing resolve ticket time.

Chevron Federal Credit Union Oakland, CA

Junior Underwriter/Loan Processor - Corporate Headquarters

March 2005 - March 2006

Processed and ensured appropriate documentation for loan approval;

exceeding production goals while providing superior service to credit union

members and other departments.

. Verified financial and legal facts based on customers provided

documentation.

. Primary contact regarding loan documentation to diverse clientele,

including land and title companies, private businesses, and state and

local governments; provided customer support to credit union members

regarding changes in financing terms.

. Generated daily mortgage pricing sheets for use by credit union

employees and members.

. Attended monthly trainings for FNMA underwriting, financing options,

and government regulations.

. Educated and trained employees on processing and underwriting

procedures.

The Golden 1 Credit Union Sacramento, CA

Loan Processor - Operations Center

September 2001 - March

2004

Processed and ensured appropriate documentation for loan approval,

including the creation of an improved workflow that provided greater

efficiency and accountability while achieving record production numbers.

. Coordinated and directed workflow through the use of calendar database

applications.

. Supported and assisted underwriters and management with the reporting

status on average of 100 files at notice.

. Communicated with mortgage sales team about customers' status.

. Helped with decision making and contributed insight to internal

departments and private business.

. Utilized banking software and applications used by credit union

employees.

EDUCATION

Real Estate License

California Department of Real Estate, Sacramento, CA

June 2005

B.A., Philosophy

University of California, Davis, CA

December 2001

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