Manager Customer Service

ANGEL MARTINEZ

***** ****** *****

Tracy, CA ****7

510-***-**** Cell

*************@***.***

SUMMARY

Highly motivated professional with several years proven ability in the banking and

mortgage industry with a broad range of experience. A solid organizer and effective

communicator. Excels in achieving company goals through proper planning and

conscientious execution.

CAREER HIGHLIGHTS

• Lexis Nexis/Accurint, Core Logic, Hansen/AVM

• Staff training, mentoring and supervision

• AS400, LoanWorks/MLCS, Uniform, Empower, Assetwise, Citrix

• Knowledge of most lending computer systems, mortgage, consumer and auto

• Mortgage, personal and auto loan underwriting.

• Excellent communication, customer service and sales skills

• DU, LP, AUS and Manual Underwriting methods

• Time card mgmt, scheduling and performance counseling

• Knowledge of paperless systems

CUSTOMER SERVICE

• Maintain professional customer relations with assigned clientele both internal and

external.

• Organizing and conducting staff meetings to explain new products, procedures and

services.

• Present loans to Approval Committee/Corporate when needed.

• Strong organization skills with the ability to multi-task and meet deadlines due to being

process and goal oriented.

• Great communication and written skills.

• Maintaining and servicing new and existing clientele and teaching daily operations.

• Pre-audit loan files at all stages to ensure quality as well as quantity.

• Excellent analytical, problem solving, and decision-making skills with strong attention

to detail.

• Customer Escalation Resolution.

• Assisting Acct. Executives and Acct. Mgrs. with product, guideline and underwriting

questions.

MANAGEMENT & UNDERWRITING

• Developed and implemented training for up to 45 staff members.

• Strong people management, mentoring and negotiation skills to lead teams to meet

expectations.

• Underwrite to Guideline/Matrices for all lending products.

• Exercised judgment in definitive processes and procedures to accomplish goals.

• Wholesale, Retail and Correspondent Lending with signing authority to $2 million.

• Fannie Mae, Freddie Mac, GMAC, Portfolio and Super Jumbo Underwriting

• Trained staff in specialized skills and specific procedures.

• Compliance and Audit Underwriting both Pre and Post closing

• One on one training and goal setting for each employee as needed as well as

Performance Reviews.

• Knowledge of A paper, Alt-A, Sub Prime and consumer products.

• Perform Appraisal reviews using AVM, Core Logic, Dissco and Data Verify.

• Gathered information from outside sources to obtain up to date materials and training

• Quality Control and Fraud Investigations in both Underwriting & Mgmt capacity to

reduce Risk and Defaults.

• Headed up Special Projects to improve process and efficiency and presented to

committee.

• Fraud detection and Loss Prevention during audit controls.

• Recommended and implemented process improvements and system changes to increase

efficiency.

EMPLOYMENT HISTORY

Underwriting Supervisor - FREMONT BANK CA 6/2010 to Present

Compliance Audit Underwriter/Contract - PMI GROUP CA 2009 to 2009

Underwriter/Contract w/Adecco - BEAR STEARNS AZ 2008 to 2008

Processor/Underwriter - NFC WHOLESALE AZ 2007 to 2008

Nat’l Underwriting Manager/Ops. Mgr. - BEAR STEARNS AZ 2006 to 2007

Underwriting Manager/Contract - LYDIAN DATA SVCS AZ 2005 to 2005

Group Manager/Underwriting Manager - EQUIFIRST CORP AZ 2004 to 2005

Underwriting Manager - NEW CENTURY MTG AZ/CA 2002 to 2004

Underwriter Supervisor - IRWIN HOME EQUITY CA 2000 to 2002

OPS Manager/Exception Underwriter - WASHINGTON MUTAL CA 1997 to 2000

EDUCATION/COURSES

Graduate Tracy High School Tracy, CA

Courses included Tax Return Analysis, Fraud Detection, Management and Leadership

Courses

NMLS Certified

Contact this candidate