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Administrative Assistant Customer Service

Rosemead, California, United States
August 28, 2018

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*** ********* ** • Pasadena, CA ****4

626-***-****/626-***-**** •

Summary of Qualification

Over 10 years of solid Administrative experience.

Improved customer satisfaction by 25% in one year by improving training.

Improved employee commission and bonuses rates by implementing an audited scoring system to improve customer care.

Worked with middle management following established rules and policies.

Exercised sound judgment within company guidelines.

Experienced with training employees and acting as a liaison between customers and senior processors for complex issues or transactions.

Professional Experience

Stonegate Mortgage Oct. 2015 – Mar. 2016

Underwriter, Lake Forest, California

Examine loan documentation to ensure accuracy and completeness.

Analyze the risk of a loan transaction and provide justification and compensation factors to support loan decision.

Review LTV, credit report, applications, etc. to ensure that each loan meets company standards for sale into secondary market.

Evaluate income documentation to determine acceptable risk of an applicant based on analysis of W2's pay stubs, personal and business tax returns.

Determine level of qualification for a loan applicant and render decision based on applicants ability to repay.

Utilize expertise and underwriting knowledge to render sound, common sense decisions based on analysis of loan parameters and documentation.

Ensure that validation of AUS information is accurate and finalize credit risk decision within engine

Input all required information into Harland E3 system.

Perform all processes necessary to review loan within the SGM – Imaging file storage system.

Perform Fraud review with relation to Interthinx Fraud Guard generated reports.

Perform Early Check DU function to check loan parameters of 1003 export against DU findings.

Complete loan lock reconciliation process in order to ensure that loan parameters meet all lock requirements and all data matches per data integrity requirements.

Order Mortgage Insurance, as applicable, via the E3 interface connection.

Sign and execute all documentation necessary to complete the underwriting of a loan file to forward to the closing department.

Record loan rejections, specifying investor and institution guidelines and basis for declining application, to include mortgage Advisor notification and compliance HMDA reporting.

Manage all daily conditions due within the OLIE system, keeping to service level agreements for turn times.

Communicate with Underwriting Team Lead to advise of any sales processing issues.

Maintain excellent customer service skills constantly attempting to enhance the customer service experience with all internal and external customers.

Provide timely responses to all voicemail and email communications.

Perform all other duties as requested or assigned.

Employed Security Service Center, Inc. Feb 2013 - Present

Security Officer II

Evict loiters.

Monitor cameras (CCTV).

Prevent graffiti.

Stop unauthorized visits.

Report burn lights to management.

Enforce parking rules and regulations.

Control homeless in and around the shopping center.

Report hazards to management or maintenance.

Disperse unauthorized gathering.

Write Daily Activity Report (DAR).

Promontory Financial Group, Irvine, California Dec 2011 - Jan 2013

Administrative Assistant

Analyze and record all incoming documents for compliance and loan eligibility.

Verify and validate supporting income, assets and liabilities.

Performed a variety of operational tasks for a moderately complex to complex process or functions.

Provided accountability for entire process from receipt of account to resolution and closure.

Coordinated important information among various operational areas.

Used multiple online systems.

Functions include gathering, analyzing, and interpreting data related to the scope of the project, prepare presentations and participate in crafting other documents for the project team and client.

Attended management presentations, meetings and trainings weekly.

Mt San Antonio Community College, Walnut, California Feb 2011 – May 2011

Certified Alcohol and Drug Counselor I

As a substance abuse counselor, also known as a rehabilitation counselor or substance abuse technician, I administered treatment to patients to fight their addiction by teaching them the mechanics or the skills to cope with their addiction.

Performed structured treatment programs at outpatient clinics where patients visit for a few hours of counseling sessions.

Evaluated patients at treatment centers like narcotics or alcoholic anonymous, as well as at hospitals and halfway houses where addicts stay till they are completely cured of their addiction.

Conducted individual and group counseling sessions with ICDP and SASCA patients.

Performed Inpatient and outpatient charting as well as documenting patient’s progress and evaluations.

During individual counseling sessions, I am able to help the patients understanding the root cause of their problem and the reason why they turned to drugs or alcohol.

JP Morgan & Chase, Chatsworth, California Mar 2009 - Nov 2010

Underwriter Administrative Assistant

Supervised a nine person development team to better help specific client’s needs.

Mortgage servicing Short Sales, Foreclosures, Forbearances, Collections, Loan Modification, Repayments and Deed-in-Lieu etc.

Coordinated with functional and technology teams on the production break-fix Issues within the portfolio and performing review and analysis of Functional Design Specification and Technical Design Specifications.

Functions include: processing; closing and compliance for loan products such as modifications and short sales; interpreting policies while analyzing applicants, property, financial status, hardships, ordering all required verifications, documentation and subsequent follow ups.

Analyze and record all incoming documents for compliance and loan eligibility.

Verify and validate supporting income, assets and liabilities.

Review and verify credit reports.

Maintain open communication with customers, real estate brokers and loan officers to; ensure proper and timely processing and submission of mortgage applications.

Input and/or update mortgage applications.

Send and follow-up on verifications to employers, banks, creditors, etc.

Provide status reports on each mortgage indicating process to the loan officers.

Trained new employees on underwriting, reviewing closed loans, performed risk analysis and make decisions regarding deficiencies identified during the review process; Loss Mitigation, FHA, HAMP, and Foreclosure processing.

Bank of America, Los Angeles, California Oct 2007 - Nov 2008

Administrative Assistant

Provided general administrative support to a team of professionals while demonstrating and exercising considerable discretion and judgment.

Analyzed information and determining trends. Coordinate special projects that required extensive research to complete daily work tasks.

Compiled information into routine administrative reports.

Composed and prepared reports, correspondence and memos.

Managed and maintained office files and records.

Scheduled appointments and meetings for upper management.

Verizon Communications, Irwindale, California Feb 2006 - Mar 2007

Telephone Technician II

Installed support and maintain maintenance of Voice Networking including inter-company calls and local Central Office T1’s.

Supported the development of process changes through identification of functional design specifications and business requirements and performed other responsibilities and duties as assigned.

Completed work requests related to business products that included the adding, moving, reprogramming, outing of telephones and equipment.

Analyzed and completed 5 residential repairs to telephones, modems and cable equipment daily.

Logged and tracked calls using problem management database, and maintained history records and related problem documentations.

Charter Communications, Irwindale, California Jan 2005 - Jan 2006

Broadband Cable Technician

I installed broadband television equipment to access television, internet and telephone connections for use service.

Data entry processing of customer accounts via Window applications.

Interacted daily with the public, prepared reports of job detail and supply inventory.

Proactive, motivated, highly organized. Ability to work alone/and well as a team.

Submit and track office equipment repair & maintenance orders.


University of Phoenix, Pasadena, California Jan 2005 - Oct 2008

Bachelor of Science in Business Management

Additional Information

Skills: Underwriting, Originations, Loan Processor, Administrative Assistant, Collections, Customer Service, FAFSA Counselor, Heavy Phones, Mortgage Service, LENSTAR,SCAPE, SHARE POINT, LPS, MSP AS400, 10-KEY, Microsoft Office Suite, Class A Driver’s License: TX

Volunteer Experience

Counsel at risk teens in community outreach development program.

Advised high school graduates and college students for FAFSA student service’s needs.

Assisted Pasadena District 3 Councilman John Kennedy get elected (2013-Present).

Donate four hours a week feeding the homeless and families in need for Pasadena Salvation Army & Jackie Robinson Recreation Center (2004-Present).

Coached Pop Warner Football for Pasadena Panther and Trojan football (2004-2009).

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