Loan Customer Service
Resume:
NATALIE M. MARTIN
*** ***** ***** *****, ********, NC 28056 704-***-**** *******.*******@***.***
Summary
Mortgage Industry professional with loan-processing experience and comprehensive knowledge of proprietary mortgage-processing software, Microsoft office, conventional, government, conforming & nonconforming, ARMs, Fannie Mae, Freddie Mac, FHA, VA, and USDA Rural Development loan programs. Known for strengths in meticulous attention to detail while gathering client information, verifying loan documents, risk assessment, income/credit analysis to guide each loan from preapproval to close and fund.
Skills
Lending and Underwriting Guidelines l Credit and Income Analysis l Cash-Flow Analysis l Risk Assessment l Loan-to Value Ratios l Debt-to-Value Ratios l Conventional & Government Mortgages l Conforming & Nonconforming Loans l ARMs l Loan Closing, Funding, & Documentation l Account Service Excellence l Professional Underwriting Experience l Expert Customer Service Skills Experience l Results-Oriented l Self-Starter l Strong Problem Solving Skills
Professional Experience
Wells Fargo
Financial Crimes Specialist
April 2, 2018 to Current
Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
Ability to organize and manage multiple priorities
Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
Knowledge and understanding of financial crime, fraud, or risk management
Excellent analytical skills with high attention to detail and accuracy
Strong analytical skills with high attention to detail and accuracy
Ability to work effectively, as well as independently, in a team environment
Great verbal, written, and interpersonal communication skills
Experience of decision making and working to tight deadlines and managing workload with consideration of priorities
Experience of conducting investigations sensitively and discreetly
Wells Fargo Home Mortgage – Fort Mill, SC
FHA Liquidations Short Sale Loan Negotiator
December 5, 2016 to March 13, 2018
Daily Pipeline Management of more forty-five loan files including the file review task such as, welcome calls, file review and updates, follow up calls to clients and agents completed every three to five business days.
Remain signed in to the correct phone queue daily using Cisco IP communicator and Universal Softphone in order to receive inbound calls made to the Liquidations department. Also, manage daily email and voicemail phone messages.
Loan Review/Activation/Set-up for new incoming and re-entry loan files
Calculate and upload cash contributions using the Government Tool Box.
Order and appraisals from the Premiere Asset Services and Credit Reports from Early Resolution be reviewed.
Validate and request approvals required from the HUD system website.
Review and upload Title Commitments, Appraisals, and all loan documents to the ICMP database
Submit loan files to quality review before generating Co Liquidations, Subordinate lien, and short sale approval and approval to participate letters.
Negotiate and adjust moderately complex delinquent/problem loans or high level collateralized accounts requiring special handling and analysis and removal of loans not meeting HUD guidelines and notify the clients.
Previous experience of interacting with other agencies/organizations and developing and maintaining relationships
Pipeline management of 60+ assigned delinquent accounts
Contact customers, real estate agents, and lawyers weekly by telephone
Establish reasons for delinquency
Handling of complex accounts
Research account information
Negotiate FHA Short Sales by obtaining customer Settlement Statement to be approved by adhering to FHA policy and procedures
Maintain accurate loan account information and document each detail of calls and follow up work completed in Edge notes mortgage servicing system
Follow compliance guidelines; orders, reviews and posts inspections of properties
Prepare foreclosure recommendations on delinquent accounts for review by the committee.
Orders and returns original documents to proper custodian
Complete all compliance training related to the position
Understand of all applicable laws and regulations that apply to the position and complies with the requirements
Answer incoming calls regarding bankruptcy, foreclosure, and requested update questions
Performs all other duties as assigned
Accenture – Charlotte, NC
Home Services Specialist
April 1, 2015 to June 23, 2016
Pipeline Management of more than 70+ loans within required performance standards, closing and rate lock expiration time frame.
Meet production, quality, and service standards on delivering exquisite client services.
Validate required income and assets documentation for completion and accuracy according to policy guidelines.
Order and analyze credit bureau reports, appraisals, titles, and loan subordinations, tax transcripts and all incoming information and client documents to ensure file is in compliance with investor and company guidelines in order to evaluate loan feasibility.
Complete welcome calls and provide current or updated loan status to the client and agent weekly until loan closing. Also, notify and set the document expectation date needed in order to receive documents in time to meet closing date expectations to meet guarantee on time closing.
Meet scheduled deadlines and submit loans within scheduled or predetermined timeframes.
Record loan comments in Statusmart once files are reviewed and maintain and meet required deadlines received from internal reports regarding loan production, quality, and client services.
Wyndham Capital Mortgage – Charlotte, NC
Final Mortgage Loan Underwriter
February 2013 to August 2013
Efficiently and effectively underwrite a pipeline of loans consisting of FHA and Conventional loans.
Communicate effectively with processors and loan officers.
Contact private investors and government agencies to resolve issues or questions regarding loan programs.
Review and analyze income from both personal and corporate tax returns.
Make the final underwriting decision and/or recommendations regarding the loan program policy and procedures and state/federal guidelines
Communicate the final loan decision to the appropriate parties both verbally and in writing.
Analyze loan packages for any sign of fraudulent documentation or information.
Meet production, quality, and loan service standards while reviewing all files.
Work with loan originators to restructure questionable loans into a saleable package.
Consult with processing and closing to ensure loan conditions are met prior to loan closing.
Meeting deadlines and guarantee loan closing on time.
Clear all final loan conditions required to be approved regarding loan program procedures.
Validate required income and assets documentation for completion and accuracy according to policy guidelines.
Bank of America – Charlotte, NC
Home Services Specialist II
April 2012 to February 2013
Management of a full pipeline of more than 85+ loans within required performance standards, closing and rate lock expiration time frame.
Run, maintain, and meet required deadlines received from internal reports regarding loan production, quality, and client services.
Clear level 1 and 2 underwriting conditions according to the policy state and federal guidelines required by the Bank and Mortgage Investor.
Order and review credit bureau reports, appraisals, titles, and loan subordinations
Record loan comments in Statusmart once files are reviewed and updated
Communicate with clients, attorneys, and other third parties to obtain additional information as required.
Gather and analyze all client documents requested to meet all conditions required to final approve each loan assigned.
Analyze all asset and/or bank statements and all income documents regarding salary wages, social security, and pension income for completion and approval.
Calculate profit and loss statements for self-employed clients.
Order and review Tax Transcripts as needed for each loan.
Make underwriting decision and/or recommendations on all loan files within stated lending authorities.
Identify level 3 underwriting conditions to be cleared/ met prior to final approval.
Submit the closing transmittal and all additional documents to the closing department or initiate action on canceled/rejected loans.
Package and submit Loans within pre-determined timeframes to closing.
Manage incoming and outgoing client email and phone calls.
Compile and review Data Management for loan processing and assessment.
Assure that all client files are complete and in compliance with regulatory agencies and internal policies.
Resolve appraisal disputes and title issues including vesting issues, subordinations, and child support, judgment, and mechanic liens.
Responsible for maintaining a high level of service with clients, banking center associates, and realtors.
Prepare commitment letters, denial letters, and cancel files when necessary.
Take ownership of each file
Education
Gaston College, Dallas, NC
Associates of Arts Degree - 2008
Major – English
References Furnished Upon Request
Contact this candidate