Customer Service Quality Control

Miriam I. Rodriguez

Po Box ****** Kissimmee, FL, FL 34741

407-***-**** *************@*****.***

Summary of Qualifications

Versatile professional with broad experience in the Banking Industry. Hands on experience in the areas of Customer Service and Mortgage Loans. Strong knowledge in quality, mortgage lending documents and analyzing mortgage loans. Vast experience in the process of auditing, monitoring states taxes, mortgage loans payment, and loan file review. Experienced in the process of request title policy, dwelling policy, mortgage deeds, presentation of mortgage deed, cancellation mortgage deed and presentation of mortgage cancellation deed. Strong knowledge of consumer lending and collections including loan documentation, collateral, credit bureaus, processing systems and development of exception report, providing authorization for funding loans and endorsement of mortgage deeds. Responsible, self-starter and flexible. Capable of managing multiple tasks in a high pressure environment with minimum supervision. Quality and teamwork oriented with excellent interpersonal and communication skills. Proactive, organized and quick learner. Computer literate with strong knowledge in software such as MS Office, Access databases, Mortgage Ware,

Accomplishment

• Worked on a loan tracking system that checks loan applications for factual errors from the very beginning till the realization of the loan.

• Obtained appreciation letter from a number of clients.

Professional Experience

Eurogrouop

Customer Service 2010 to Present

• Assist clients as they enter office and via phone.

• Perform filing, data management, drafting and editing short office memos.

• Assist with all other office administrative duties.

• Experience with maintaining office budget.

• Strong customer care and creative problem solving experience.

• In-depth knowledge of maintaining fax and copy machines.

• Demonstrated ability to greet clients and support other employees with admin tasks.

• Managed day-end cash drawer balances.

Citifinancial, San Juan, Puerto Rico

Loan Processor and Quality Control 2004 – 2008

• Reviews residential loan application file to verify that application data is complete and meets establishment standards, including type and amount of mortgage, borrower assets, liabilities, and length of employment.

• Profound experience in verifying and validating loan information and submission to underwriters.

• Proficient in managing between 15 and 25 loans effectively.

• Recommends that loan not meeting standards be denied.

• Check for accuracy after loan originator completes disclosure package.

• Troubleshoot issues related to credit reports, surveys and appraisals.

• Calls or writes credit bureau and employer to verify accuracy of information.

• Calls specified companies to obtain property abstract, survey, and appraisal.

• Informs supervisor of discrepancies in title or survey.

• Types and mails approval and denial letters to applicants.

• Submits approved mortgage loan file to MORTGAGE LOAN CLOSER for settlement.

• Records data on status of loans, including number of new applications and loans approved, canceled, or denied, using computer.

• Reviewed of credit decision process to insure adherence to credit policy and underwriting guidelines.

• Monitored quality to ensure the loans documents meet the policies and government regulations.

• Prepared reports documenting results and reported compliance issues to the management.

• Presented action plan or recommendation to maintain high efficiency.

• Reported and follow up collateral management for the finding corrections.

• Answered calls in support of branches, customer, banks and attorney’s needs.

• Received and custody of original mortgage notes, mortgage deeds, policy titles and mortgage note presentations.

Credit Union of Saving and Credit, Caguas, Puerto Rico

Loan Processor 2000 – 2004

• Processed loan payments.

• Worked on a loan tracking system that checks loan applications for factual errors from the very beginning till the realization of the loan.

• Analyzed mortgage loans documents.

• Submits mortgage loan application file for underwriting approval.

• Organized mortgage loan files to be sold to other investors.

• Collect statistical data and prepare monthly reports.

• Troubleshoot issues related to credit reports, surveys and appraisals.

• Check for accuracy after loan originator completes disclosure package.

• Troubleshoot issues related to credit reports, surveys and appraisals

• Monitored payment of mortgage loan cancellations, quality control, loan file review and shipping.

• Submitted mortgage loans to Desktop Origination (DO).

• Sent payment of tax liens and mortgage insurance (MGIC).

• Controlled of the payments of tax liens and mortgage insurance.

• Follow up to attorneys for the legal documents.

• Completed the review for mortgage loans in the time stipulate by Company.

Education

University of Turabo

Marketing (63 credit course approval)

Trainings

• Mortgage Bank Introduction

• Mortgage

• Freddie Mac, HUD and Fannie Mae Seminar

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