Customer Service Manager

POLLY MITH

**** ********* **, ******* ******, FL 32003

904-***-**** ******@*****.***

SUMMARY OF QUALIFICATIONS:

• Knowledge of conventional and/or government guidelines, knowledge of processing and federal lending regulations

government lending.

• Manage a heavy pipeline of 100+ loans

• Strong written and verbal communication skills,

• Team work and customer service skills, self-motivated and highly organized,detail oriented

• Ability to prioritize multiple competing tasks with great customer service skills.

• Quick learner and great interpersonal skills and Bilingual (Cambodian)

• Computer: Excel, Microsoft Money, Outlook Express, Power Point, Word, Encompass, Calyx Points, Dos,

Homesaver, FHA connections, AS400 and CLOSR, DU/LP (AUS)

PROFESSIONAL EXPERIENCE:

Bank of America- Jacksonville, FL 08/15/2011- 2/8/2013

Short Sale Negotiator (investor FNMA and FHA)

• Managing the process of selling real estate within prescribed investor and departmentguidelines

• Managing a portfolio (100+ loans) that consists of properties that have detailed guidelines

andrequirements that require management's authorization and approval

• Minimizing losses on foreclosures through analysis, management, marketing, andliquidation of real

estate owned properties by Bank of America and ourinvestor (FHA)

• Negotiator or accept offers for approval or denial with daily contact with business partners

• Experienced in Fannie Mae and FHA lines of business minimizing loss through collecting and

evaluating of necessary documents, negotiating offers, and moving the files to closing in a timely

manner

• Determine eligibility and prepare homeowners to become government qualified for the short sale

process

• Work with short sale and mortgage documents including HUD1, purchase contracts, appraisals, listing

agreements, titles and financial documents

• Excellent customer service exercised during daily correspondence with agents, homeowners, mortgage

insurance, and mortgage companies

• Systems of use: Homesaver, FHA Connections, As400

Salem Five - Salem, MA 08/2010-11/2010

Loan Analyst/Loan Processor (contract role)

• Maintained a high level of customer service by being proactive in communicating with customers, Loan Officer,

realtors, title companies and all other third parties

• Review, loan documents including paystub,bank statements/asset,appraisal, loan application, etc.

• Collected all conditions for Underwriter for review and clear loans toclose

o Related to Conventional, Fannie/Freddie, and Government loans

JPMorgan Chase- Jacksonville, FL 11/2009-06/2010

Sr. Loan Processor Coordinator

• Cleared conditions and issued changes to the terms on previouslyapproved loans

• Verifyied conditions of approval which may include, customerincome/assets documentation, resolves routine title

issues including, but not limited to the following: vesting issues, child support liens, judgment liens, mechanic liens

and undisclosed liens re-conveyances; may processes subordinations; resolves appraisal disputes; depending, on

channel, may coordinate closing activities

• Maintained a high level of customer service by being proactive in communicatingwith customers, Loan Officer,

realtors, title companies, and all other third parties

• Typed and mailed approval and denial letters to applicants

• Managed 30-40 Mortgage applications using CLOSR paperless system

• Zippy and DU, AU underwriting systems utilized

• Processed conventional loans on purchase and refinance

Wachovia/Wells Fargo - Jacksonville, FL 02/2009-06/2009

Credit Analyst/ Loan Decision Specialist /Jr. Underwriter/Processor (contract role)

Phillips Highway Location

Last Manager: Belinda (can’t recall last name)

• Managed 50-70 mortgage applications in a paper intensive Loan Processing System

• Responsible for reviewing, analyzing, approving, clearing conditions

• Underwriting moderate individual consumer requests and products within company and industry guidelines

• Evaluating and ensuring overall loan documents are accurate, complete, and compliant

• Underwrote Retail individual non-business, non-self employed loans

• Processed loans until all requirements are met and prepare docs forclosing

• Typed and mailed approval and denial letters to applicants.

• Processed conventional and government, purchase and refinance, FHA/VA

Garber Auto Mall - Green Cove Springs, FL 08/14/08-01/06/09

Sales Consultant

• Assisted customer with the purchase of vehicles

• Initiated car promotion offsite

• Top seller for the month of November

• Ability to sell nine brands of franchise under one roof

Equity Leadership Group/First Founders Financial - Jacksonville, FL 09/2003-08/2008

Loan Processor/Loan Originator

• Daily operations in the Mortgage Division

• Secured loan applications for Fixed and Adjustable Rate Mortgages

• Submitted loans and fulfilled Underwriter’s conditions

• Reviewing of financial statements, credit reports, applicable ratios (i.e.Debt ratios, loan- to-value) and other

supporting documentation.

• Communicated with customers, Loan Officer, realtors, title companies and all other third parties.

• Submitted mortgage loan application file for underwriting approval.

• Delivered great customer service

EDUCATION

Florida Community College of Jacksonville- Jacksonville, FL

• Credits Earned -Course of Study- Life, Health, and Variable Annuity Insurance

Contact this candidate