Customer Service Manager

Karen A. Cella

708-***-**** ************@*****.***

Oak Forest, IL 60452 linkedin.com/in/karen-cella-b12872173/ Dedicated Mortgage Expert

Driven FHA Mortgage professional with active NMLS ID in good standing. Extensive experience working for financial institutions managing mortgage loans, sales, modifications, management, and closing. Proficient in Microsoft Word, Microsoft Excel, Microsoft PowerPoint, MPX Systems and CLOSR Systems. Driving strong customer service initiatives. Experience

JPMorgan Chase / Washington Mutual 2004- Present

Senior Loan Coordinator, Downers Grove, IL, 2008- Present Coordinates and reviews loan applications filing and preparing documents for underwriting.

• Processing FHA files 10 to 15 in a Pipeline out 50 daily.

• Close two to three FHA mortgages utilizing CLOSR System on a weekly basis.

• establish a new loan file ensuring all legal documents are included;

• process mortgage accounting on Precision LM; and

• Updating spreadsheets with financial information received for reports produced by Loan Manager as part of the quality ratings process.

• Served as a Mentor in the new hire process for new Loan Coordinators.

• Maintain daily FHA loan pipeline in Microsoft Excel.

• Experienced in processing of Co-Op and New York CEM processes.

• Obtained Residential Lending Authority level 3 within 4 months of becoming a processor.

• Chosen for SLM system pilot when Downers Grove location implemented new system. Washington Mutual 2004 – 2008

Pricing Coordinator, Downers Grove, IL

Pricing coordinator for three states (approximately 40 Loan Officers) on the MLCS Mortgage Origination System for 6 months.

• Accountable for all pricing related issues including rate locks, rate extensions, and changes to pricing.

• Communicated with both Loan Officers and customers to confirm pricing of loans and provided rate quotes when required.

• Trained other members of the Pricing team to use the MLCS system as well as the Loan Works system when the Pricing team was created.

• Promoted to Team Lead within 3 months of team creation.

• Currently responsible for short boarding and locking of interest rates for incoming loans from two states (approximately 100 Loan Officers.

• Currently responsible for reconciling the Price Variance Report that is produced and submitted to the Capital Markets Department daily.

Education

Wright Community College

Chicago, IL

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