Customer Service Sales
Resume:
Guillermo Maldonado
Garden Grove, CA 92840
Cell: 714-***-****
Home: 714-***-****
******@***.***
OBJECTIVE:
To obtain a challenging position in Mortgage Banking/Customer Service/Loan Processing; which
I will utilize my knowledge and experience in Home Loan Processing, Loan Modification, Sales and
Customer Service; and provide an opportunity for growth and advancement.
QUALIFICATIONS:
Dynamic six years career in high-energy servicing, order and loan processing and loan production
management. Expert qualifications in identifying market opportunities to accelerate expansion,
increase revenues and improve profit contributions. Strong background in Loan Servicing, Processing,
Underwriting, Customer Service, Office Managing and new product development.
Experience:
FastWay Financial Services/Marc R Tow Law Offices
Senior Processor/Customer Service/Loss Mitigation Specialist (last 10 months)
09/06-Present
• As a Senior Processor of home loans, I am responsible for follow up conditions and close
loans in a timely manner.
• Able to analyze income documents and credit reports to establish eligibility and
qualifications for home loans.
• Responsible for bringing new clients for loan modification process, follow up negotiation
and documentation.
• Managing all aspects of office related matters such as mailing, emailing, shipping, receiving,
inventory and interviewing personal for new hiring.
• In my position, I utilized my abilities to increase the productivity of the company, using my
natural insight and negotiating skills, thereby increasing profitability and decreasing wasting
of time.
• Responsible for ensuring the timely and accurate processing of all assigned loans accounts to
assure minimal risk and loss exposure to the company.
• Able to analyze various issues and interests in the process with lenders and exercise effective
judgment in moving any issues toward a positive resolution.
• Responsible for opening Escrow and Title accounts, follow ups and conditions.
• Demonstrated the ability to maintain composure and work efficiently in a fast-paced
environment, while preserving strict confidentiality.
Assurant Specialty Property
Customer Care/Call Center (temp)
08/08-04/09
• Responsible for receiving high volume of inbound calls and outbound follow up calls.
• Managing a pipeline of 60+ accounts per day assuring effective communication with
borrowers and clients.
• Responsible for following up borrowers accounts on a daily basis and making sure accuracy
of information given and entered in lenders and in-house system.
• Opening and closing claim files and requesting property inspections as part of monitoring
process.
• Preparing and sending follow up letters.
Motive Eyewear, Inc.
Customer Service Lead/Senior Processor
10/07-07/08
• Responsible for ensuring the timely and accurate processing of orders received by phone, fax
or email from customer.
• Managing a pipeline of 50+ accounts assuring adequate inter-office communication.
• Responsible for following up customers orders on a daily basis and making sure accuracy on
shipment and delivery of products.
• Receiving and processing of returns and following up back orders.
• Able to analyze various issues and interests in the process with customers and exercise
effective judgment in moving any issues toward a positive resolution.
American Mortgage & Realty
Office Manager/Senior Processor/Customer Service
11/05-09/06
• Managed pipeline of 60+ loans in assigned queue portfolio, with an on average 80% funding
ratio.
• Gained valuable experience with well-established prime and sub-prime mortgage lenders.
Developed/managed wholesale broker/lender relationships. Originated loans and managed
detailed files from inception through funding.
• Responsible to ensure that all loans are processed accurately and are properly documented,
and that loan policies and procedure, services and products meet federal and state regulations
as well as investor requirements.
• Responsible on interviewing new sales force and administrative personal for hiring
• Calculated and analyzed borrowers income to qualify structure (i.e. pay stubs, bank
statements, SSI, individual tax returns (all schedules), rental income, alimony/child support,
etc.)
• Strong knowledge of Adjustable Rate Mortgage Indexes, Principal and Interest type loans,
and the escrow process regard to insurance and escrow analysis.
Aames Home Loan/Nations First Lending/NovaStar Lending
Mailroom Clerk/Loan Opener/Doc Drawer/Processor/Sr.Processor
05/01-11/05
• Responsible for all the company’s mailing inbound, outbound and internal.
• Receiving, classification and distribution of weekly paychecks from corporate office.
• Accepted applications from brokers and borrowers. Responsible to ensure applications
consistently met all fundamental underwriting standards.
• Maintained working knowledge of an array of product lines including, “conforming, non-
conforming, and 100% financing loans, in addition to having a thorough knowledge of all
OOMC policies and procedures, and loan programs.
• Demonstrated the ability to maintain composure and work efficiently in a fast-paced
environment, while preserving strict confidentiality.
• Negotiated lien discharges and conveyance materials with I.R.S., the F.D.I.C. and municipal
tax assessors.
• Responsible to draw and prepare loan documents for signing/closing, while successfully
meeting strict deadlines.
Airborne Express (now DHL)
Driver/Customer Service
03/00-05/01
• Daily Delivery and pick up of documents and all kind of packages.
• Gained ability to ensure handling and delivery of documents and packaging.
• I was recognized for my excellence by being chosen as one of six members for the
“Workflow Evaluation Team”, which was created to evaluate every aspect of the job, from
techniques to systems in place. As a result, the entire team was re-organized and has
subsequently shown record months in lowered delays.
• Worked with “high balance” accounts for servicing and resolution, using my customer
service and problem solving skills.
• Received numerous commendations and awards for outstanding performance.
Production and labor for different companies
11/98-03/00
Education:
• Attended Santa Ana College, ESL (English as Second Language) 01/00-10/04
• Attended “ESAE” Escuela Superior de Administracion de Empresas, (Business
Administration Superior School), Lima, Peru. 01/94-05/98
• Fluent Spanish speaker
Computer Skills:
• Windows, Microsoft Word, Excel, Power Point, AS400, Emailing. Mortgage and
Banking software such as: WinForms, Calyx Point, Fidelity, Mortgage serv.
Contact this candidate