Resume

Sign in

Customer Service Manager

Location:
Richmond, Virginia, United States
Posted:
December 02, 2018

Contact this candidate

Resume:

Professional Experience

Waterstone Mortgage Corp, Glen Allen, VA, United States April 2014 – August 2014 Loan Processor

Made judgments as to whether the loan is "reasonable" even if it meets published guidelines on the surface. If it does not appear reasonable, must escalate for further evaluation. Maintained a pipeline of 30 to 35 files.

Reviewed documentation received within 24 hours of receipt for discrepancies and omitted data. Calculated and verified income, verify assets and update Empower based on verified information. Documented any potential issues or concerns regarding loan reasonableness or potential fraud/misrepresentation and escalate to next level manager or Loan Risk and Recovery depending on the circumstances.

Processed loans to meet contract deadlines and rate lock expiration dates. Maintain knowledge of regulatory changes, external and internal compliance requirements, and investor guidelines to insure loan salability.

Insure Settlement Agents meet SunTrust eligibility criteria before submission of loan to closing. Loan Processor

Made judgments as to whether the loan is "reasonable" even if it meets published guidelines on the surface. If it does not appear reasonable, must escalate for further evaluation. Maintained a pipeline of 30 to 35 files.

Reviewed documentation received within 24 hours of receipt for discrepancies and omitted data. Calculated and verified income, verify assets and update Empower based on verified information. Documented any potential issues or concerns regarding loan reasonableness or potential fraud/misrepresentation and escalate to next level manager or Loan Risk and Recovery depending on the circumstances.

Processed loans to meet contract deadlines and rate lock expiration dates. Maintain knowledge of regulatory changes, external and internal compliance requirements, and investor guidelines to insure loan salability.

Insure Settlement Agents meet SunTrust eligibility criteria before submission of loan to closing. SunTrust Mortgage Inc., Glen Allen, VA, United States September 2014 – December 2015 Loan Processor

Made judgments as to whether the loan is "reasonable" even if it meets published guidelines on the surface. If it does not appear reasonable, must escalate for further evaluation. Maintained a pipeline of 30 to 35 files.

Reviewed documentation received within 24 hours of receipt for discrepancies and omitted data. Calculated and verified income, verify assets and update Empower based on verified information. Documented any potential issues or concerns regarding loan reasonableness or potential fraud/misrepresentation and escalate to next level manager or Loan Risk and Recovery depending on the circumstances.

Processed loans to meet contract deadlines and rate lock expiration dates. Maintain knowledge of regulatory changes, external and internal compliance requirements, and investor guidelines to insure loan salability.

Insure Settlement Agents meet SunTrust eligibility criteria before submission of loan to closing. Loan Processor

Made judgments as to whether the loan is "reasonable" even if it meets published guidelines on the surface. If it does not appear reasonable, must escalate for further evaluation. Maintained a pipeline of 30 to 35 files.

Reviewed documentation received within 24 hours of receipt for discrepancies and omitted data. Calculated and verified income, verify assets and update Empower based on verified information. Documented any potential issues or concerns regarding loan reasonableness or potential fraud/misrepresentation and escalate to next level manager or Loan Risk and Recovery depending on the circumstances.

Processed loans to meet contract deadlines and rate lock expiration dates. Maintain knowledge of regulatory changes, external and internal compliance requirements, and investor guidelines to insure loan salability.

Insure Settlement Agents meet SunTrust eligibility criteria before submission of loan to closing. SunTrust Mortgage Inc., Glen Allen, VA, United States September 2014 – December 2015 Mortgage Underwriter III

Responsible for underwriting residential first mortgage loans, while ensuring compliance with Bank, FHA/VA, and Secondary Market standards, as well as role-based corporate procedures Communicate with Processors, Originators, and other internal and external customers Meet performance standards and goals established by Production Operations and Mortgage Credit Risk Management.

Responsible for underwriting conforming Automated Underwriting Systems (AUS) agency loans May support underwriters with higher authority, including condition review and pre-qualification functions.

Comply with all company policies, procedures, guidelines and regulations Excellent interpersonal skills and extremely client focused Strong analytical skills and attention to detail

Ability to meet productivity expectations in a fast-paced, high volume environment with pipeline and conditions management, while maintaining acceptable quality and client satisfaction results Timely and accurate communication of credit risk decisions Mortgage Underwriter III

Responsible for underwriting residential first mortgage loans, while ensuring compliance with Bank, FHA/VA, and Secondary Market standards, as well as role-based corporate procedures Communicate with Processors, Originators, and other internal and external customers Meet performance standards and goals established by Production Operations and Mortgage Credit Risk Management.

Responsible for underwriting conforming Automated Underwriting Systems (AUS) agency loans May support underwriters with higher authority, including condition review and pre-qualification functions.

Comply with all company policies, procedures, guidelines and regulations Excellent interpersonal skills and extremely client focused Strong analytical skills and attention to detail

Ability to meet productivity expectations in a fast-paced, high volume environment with pipeline and conditions management, while maintaining acceptable quality and client satisfaction results Timely and accurate communication of credit risk decisions Movement Mortgage, Richmond, VA, United States January 2016 – Present Professional Experience

Waterstone Mortgage Corp, Glen Allen, VA, United States April 2014 – August 2014 Loan Processor

Made judgments as to whether the loan is "reasonable" even if it meets published guidelines on the surface. If it does not appear reasonable, must escalate for further evaluation. Maintained a pipeline of 30 to 35 files.

Reviewed documentation received within 24 hours of receipt for discrepancies and omitted data. Calculated and verified income, verify assets and update Empower based on verified information. Documented any potential issues or concerns regarding loan reasonableness or potential fraud/misrepresentation and escalate to next level manager or Loan Risk and Recovery depending on the circumstances.

Processed loans to meet contract deadlines and rate lock expiration dates. Maintain knowledge of regulatory changes, external and internal compliance requirements, and investor guidelines to insure loan salability.

Insure Settlement Agents meet SunTrust eligibility criteria before submission of loan to closing. Loan Processor

Made judgments as to whether the loan is "reasonable" even if it meets published guidelines on the surface. If it does not appear reasonable, must escalate for further evaluation. Maintained a pipeline of 30 to 35 files.

Reviewed documentation received within 24 hours of receipt for discrepancies and omitted data. Calculated and verified income, verify assets and update Empower based on verified information. Documented any potential issues or concerns regarding loan reasonableness or potential fraud/misrepresentation and escalate to next level manager or Loan Risk and Recovery depending on the circumstances.

Processed loans to meet contract deadlines and rate lock expiration dates. Maintain knowledge of regulatory changes, external and internal compliance requirements, and investor guidelines to insure loan salability.

Insure Settlement Agents meet SunTrust eligibility criteria before submission of loan to closing. SunTrust Mortgage Inc., Glen Allen, VA, United States September 2014 – December 2015 Loan Processor

Made judgments as to whether the loan is "reasonable" even if it meets published guidelines on the surface. If it does not appear reasonable, must escalate for further evaluation. Maintained a pipeline of 30 to 35 files.

Reviewed documentation received within 24 hours of receipt for discrepancies and omitted data. Calculated and verified income, verify assets and update Empower based on verified information. Documented any potential issues or concerns regarding loan reasonableness or potential fraud/misrepresentation and escalate to next level manager or Loan Risk and Recovery depending on the circumstances.

Processed loans to meet contract deadlines and rate lock expiration dates. Maintain knowledge of regulatory changes, external and internal compliance requirements, and investor guidelines to insure loan salability.

Insure Settlement Agents meet SunTrust eligibility criteria before submission of loan to closing. Loan Processor

Made judgments as to whether the loan is "reasonable" even if it meets published guidelines on the surface. If it does not appear reasonable, must escalate for further evaluation. Maintained a pipeline of 30 to 35 files.

Reviewed documentation received within 24 hours of receipt for discrepancies and omitted data. Calculated and verified income, verify assets and update Empower based on verified information. Documented any potential issues or concerns regarding loan reasonableness or potential fraud/misrepresentation and escalate to next level manager or Loan Risk and Recovery depending on the circumstances.

Processed loans to meet contract deadlines and rate lock expiration dates. Maintain knowledge of regulatory changes, external and internal compliance requirements, and investor guidelines to insure loan salability.

Insure Settlement Agents meet SunTrust eligibility criteria before submission of loan to closing. SunTrust Mortgage Inc., Glen Allen, VA, United States September 2014 – December 2015 Mortgage Underwriter III

Responsible for underwriting residential first mortgage loans, while ensuring compliance with Bank, FHA/VA, and Secondary Market standards, as well as role-based corporate procedures Communicate with Processors, Originators, and other internal and external customers Meet performance standards and goals established by Production Operations and Mortgage Credit Risk Management.

Responsible for underwriting conforming Automated Underwriting Systems (AUS) agency loans May support underwriters with higher authority, including condition review and pre-qualification functions.

Comply with all company policies, procedures, guidelines and regulations Excellent interpersonal skills and extremely client focused Strong analytical skills and attention to detail

Ability to meet productivity expectations in a fast-paced, high volume environment with pipeline and conditions management, while maintaining acceptable quality and client satisfaction results Timely and accurate communication of credit risk decisions Mortgage Underwriter III

Responsible for underwriting residential first mortgage loans, while ensuring compliance with Bank, FHA/VA, and Secondary Market standards, as well as role-based corporate procedures Communicate with Processors, Originators, and other internal and external customers Meet performance standards and goals established by Production Operations and Mortgage Credit Risk Management.

Responsible for underwriting conforming Automated Underwriting Systems (AUS) agency loans May support underwriters with higher authority, including condition review and pre-qualification functions.

Comply with all company policies, procedures, guidelines and regulations Excellent interpersonal skills and extremely client focused Strong analytical skills and attention to detail

Ability to meet productivity expectations in a fast-paced, high volume environment with pipeline and conditions management, while maintaining acceptable quality and client satisfaction results Timely and accurate communication of credit risk decisions Movement Mortgage, Richmond, VA, United States January 2016 – Present Summary Of Qualifications

12 years of Mortgage experience

2 years of account reconciliation as a Finance Services Specialist with Bank of America Mortgage 2 years of Post Closing experience with Bank of America Mortgage Strong personal achievement in Real Estate Mortgage Diverse experience in Retail and Consumer Direct sales channel Experienced in Conventional, FHA and VA Mortgages

Recognized for strong problem solving skills and use of sound judgment Ability to prioritize multiple task and meet critical deadline Summary Of Qualifications

12 years of Mortgage experience

2 years of account reconciliation as a Finance Services Specialist with Bank of America Mortgage 2 years of Post Closing experience with Bank of America Mortgage Strong personal achievement in Real Estate Mortgage Diverse experience in Retail and Consumer Direct sales channel Experienced in Conventional, FHA and VA Mortgages

Recognized for strong problem solving skills and use of sound judgment Ability to prioritize multiple task and meet critical deadline

804-***-**** • ac7uuq@r.postjobfree.com

1213 Evergreen Ave • RICHMOND, VA 23224 • United States Kimberly D Purdie

Home Loan Services Specialist III

Review new file within 48 hours of receipt and verify that compliance documents were issued within proper time frame. Notify the appropriate staff member if additional documentation or information is needed.

Home Loan Services Specialist III

Review new file within 48 hours of receipt and verify that compliance documents were issued within proper time frame. Notify the appropriate staff member if additional documentation or information is needed.

Bank of America Inc, Richmond, VA, United States March 2005 – January 2012 Home Loan Services Specialist III

Review new file within 48 hours of receipt and verify that compliance documents were issued within proper time frame. Notify the appropriate staff member if additional documentation or information is needed.

Home Loan Services Specialist III

Review new file within 48 hours of receipt and verify that compliance documents were issued within proper time frame. Notify the appropriate staff member if additional documentation or information is needed.

Bank of America Inc, Richmond, VA, United States March 2005 – January 2012 Senior loan Processor

Process loans approved by an Underwriter or an automated decision system responsible for but not limited to verifying conditions of approval which may include, customer income/assets documentation, resolves routine title issues vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens.

Managed a pipeline of 50+ loans

Maintains a high level of customer service by being proactive in communication with customers, sales partners, including banking center associates, realtors, etc Ability to prioritize multiple competing tasks and manage time effectively in a fast paced environment Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending

Self-motivated and highly organized.

Senior loan Processor

Process loans approved by an Underwriter or an automated decision system responsible for but not limited to verifying conditions of approval which may include, customer income/assets documentation, resolves routine title issues vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens.

Managed a pipeline of 50+ loans

Maintains a high level of customer service by being proactive in communication with customers, sales partners, including banking center associates, realtors, etc Ability to prioritize multiple competing tasks and manage time effectively in a fast paced environment Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending

Self-motivated and highly organized.

Wells Fargo Home Mortgage, Richmond, VA, United States January 2012 – April 2014 Senior loan Processor

Process loans approved by an Underwriter or an automated decision system responsible for but not limited to verifying conditions of approval which may include, customer income/assets documentation, resolves routine title issues vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens.

Managed a pipeline of 50+ loans

Maintains a high level of customer service by being proactive in communication with customers, sales partners, including banking center associates, realtors, etc Ability to prioritize multiple competing tasks and manage time effectively in a fast paced environment Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending

Self-motivated and highly organized.

Senior loan Processor

Process loans approved by an Underwriter or an automated decision system responsible for but not limited to verifying conditions of approval which may include, customer income/assets documentation, resolves routine title issues vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens.

Managed a pipeline of 50+ loans

Maintains a high level of customer service by being proactive in communication with customers, sales partners, including banking center associates, realtors, etc Ability to prioritize multiple competing tasks and manage time effectively in a fast paced environment Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending

Self-motivated and highly organized.

Wells Fargo Home Mortgage, Richmond, VA, United States January 2012 – April 2014 Mortgage Loan Specialist

Review new file within 48 hours of receipt and verify that compliance documents were issued within proper time frame. Notify the appropriate staff member if additional documentation or information is needed.

Maintain a pipeline of 30 to 35 files and/or 3 to 5 loan originators. Order all necessary documents to satisfy AU and/or product requirements from Loan Originator, customer or vendor.

Track all requested documents in Encompass.

Review documentation received within 24 hours of receipt for discrepancies and omitted data. Calculate verified income, verify assets and update Encompass based on verified information Immediately notify Loan Originator of any discrepancies on documentation so Loan Originator can determine necessary remedies.

Prepare loan for underwriting submission by utilizing investor's submission checklist. Clear any approval or suspense conditions as outlined by the underwriter. Ensure that all appropriate closing documentation is in the loan file (i.e. title documentation, home owners insurance, etc.). Review documents within 24 hours of receipt and communicate with Loan Originators.

Process loans to meet contract deadlines and rate lock expiration dates. File to be given to closing department within timelines established by WMC. Assist other processors, underwriters and Closing department as needed. Respond to customer inquiries and other related parties on a transaction as needed. Assist with the clearing of post closing exceptions received by investor to ensure WMC does not incur any financial loss.

Possess knowledge of current state's mortgage lending laws. Order FHA and VA case numbers on government sites. Possess knowledge of Real Estate compliance guidelines and ability to implement them. ADDITIONAL DUTIES:

Fill in for supervisor when needed.

Complete any additional duties assigned by manager, supervisor or lead. Maintain a focus on enhancing customer service skills and knowledge. Complete regulatory and compliance training, as required. Mortgage Loan Specialist

Review new file within 48 hours of receipt and verify that compliance documents were issued within proper time frame. Notify the appropriate staff member if additional documentation or information is needed.

Maintain a pipeline of 30 to 35 files and/or 3 to 5 loan originators. Order all necessary documents to satisfy AU and/or product requirements from Loan Originator, customer or vendor.

Track all requested documents in Encompass.

Review documentation received within 24 hours of receipt for discrepancies and omitted data. Calculate verified income, verify assets and update Encompass based on verified information Immediately notify Loan Originator of any discrepancies on documentation so Loan Originator can determine necessary remedies.

Prepare loan for underwriting submission by utilizing investor's submission checklist. Clear any approval or suspense conditions as outlined by the underwriter. Ensure that all appropriate closing documentation is in the loan file (i.e. title documentation, home owners insurance, etc.). Review documents within 24 hours of receipt and communicate with Loan Originators.

Process loans to meet contract deadlines and rate lock expiration dates. File to be given to closing department within timelines established by WMC. Assist other processors, underwriters and Closing department as needed. Respond to customer inquiries and other related parties on a transaction as needed. Assist with the clearing of post closing exceptions received by investor to ensure WMC does not incur any financial loss.

Possess knowledge of current state's mortgage lending laws. Order FHA and VA case numbers on government sites. Possess knowledge of Real Estate compliance guidelines and ability to implement them. ADDITIONAL DUTIES:

Fill in for supervisor when needed.

Complete any additional duties assigned by manager, supervisor or lead. Maintain a focus on enhancing customer service skills and knowledge. Complete regulatory and compliance training, as required. Mortgage Loan Specialist

Review new file within 48 hours of receipt and verify that compliance documents were issued within proper time frame. Notify the appropriate staff member if additional documentation or information is needed.

Maintain a pipeline of 30 to 35 files and/or 3 to 5 loan originators. Order all necessary documents to satisfy AU and/or product requirements from Loan Originator, customer or vendor.

Track all requested documents in Encompass.

Review documentation received within 24 hours of receipt for discrepancies and omitted data. Calculate verified income, verify assets and update Encompass based on verified information Immediately notify Loan Originator of any discrepancies on documentation so Loan Originator can determine necessary remedies.

Prepare loan for underwriting submission by utilizing investor's submission checklist. Clear any approval or suspense conditions as outlined by the underwriter. Ensure that all appropriate closing documentation is in the loan file (i.e. title documentation, home owners insurance, etc.). Review documents within 24 hours of receipt and communicate with Loan Originators.

Process loans to meet contract deadlines and rate lock expiration dates. File to be given to closing department within timelines established by WMC. Assist other processors, underwriters and Closing department as needed. Respond to customer inquiries and other related parties on a transaction as needed. Assist with the clearing of post closing exceptions received by investor to ensure WMC does not incur any financial loss.

Possess knowledge of current state's mortgage lending laws. Order FHA and VA case numbers on government sites. Possess knowledge of Real Estate compliance guidelines and ability to implement them. ADDITIONAL DUTIES:

Fill in for supervisor when needed.

Complete any additional duties assigned by manager, supervisor or lead. Maintain a focus on enhancing customer service skills and knowledge. Complete regulatory and compliance training, as required. Mortgage Loan Specialist

Review new file within 48 hours of receipt and verify that compliance documents were issued within proper time frame. Notify the appropriate staff member if additional documentation or information is needed.

Maintain a pipeline of 30 to 35 files and/or 3 to 5 loan originators. Order all necessary documents to satisfy AU and/or product requirements from Loan Originator, customer or vendor.

Track all requested documents in Encompass.

Review documentation received within 24 hours of receipt for discrepancies and omitted data. Calculate verified income, verify assets and update Encompass based on verified information Immediately notify Loan Originator of any discrepancies on documentation so Loan Originator can determine necessary remedies.

Prepare loan for underwriting submission by utilizing investor's submission checklist. Clear any approval or suspense conditions as outlined by the underwriter. Ensure that all appropriate closing documentation is in the loan file (i.e. title documentation, home owners insurance, etc.). Review documents within 24 hours of receipt and communicate with Loan Originators.

Process loans to meet contract deadlines and rate lock expiration dates. File to be given to closing department within timelines established by WMC. Assist other processors, underwriters and Closing department as needed. Respond to customer inquiries and other related parties on a transaction as needed. Assist with the clearing of post closing exceptions received by investor to ensure WMC does not incur any financial loss.

Possess knowledge of current state's mortgage lending laws. Order FHA and VA case numbers on government sites. Possess knowledge of Real Estate compliance guidelines and ability to implement them. ADDITIONAL DUTIES:

Fill in for supervisor when needed.

Complete any additional duties assigned by manager, supervisor or lead. Maintain a focus on enhancing customer service skills and knowledge. Complete regulatory and compliance training, as required. Home Loan Services Specialist III

Review new file within 48 hours of receipt and verify that compliance documents were issued within proper time frame. Notify the appropriate staff member if additional documentation or information is needed.

Home Loan Services Specialist III

Review new file within 48 hours of receipt and verify that compliance documents were issued within proper time frame. Notify the appropriate staff member if additional documentation or information is needed.

Bank of America Inc, Richmond, VA, United States March 2005 – January 2012 Home Loan Services Specialist III

Review new file within 48 hours of receipt and verify that compliance documents were issued within proper time frame. Notify the appropriate staff member if additional documentation or information is needed.

Home Loan Services Specialist III

Review new file within 48 hours of receipt and verify that compliance documents were issued within proper time frame. Notify the appropriate staff member if additional documentation or information is needed.

Bank of America Inc, Richmond, VA, United States March 2005 – January 2012 Senior loan Processor

Process loans approved by an Underwriter or an automated decision system responsible for but not limited to verifying conditions of approval which may include, customer income/assets documentation, resolves routine title issues vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens.

Managed a pipeline of 50+ loans

Maintains a high level of customer service by being proactive in communication with customers, sales partners, including banking center associates, realtors, etc Ability to prioritize multiple competing tasks and manage time effectively in a fast paced environment Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending

Self-motivated and highly organized.

Senior loan Processor

Process loans approved by an Underwriter or an automated decision system responsible for but not limited to verifying conditions of approval which may include, customer income/assets documentation, resolves routine title issues vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens.

Managed a pipeline of 50+ loans

Maintains a high level of customer service by being proactive in communication with customers, sales partners, including banking center associates, realtors, etc Ability to prioritize multiple competing tasks and manage time effectively in a fast paced environment Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending

Self-motivated and highly organized.

Wells Fargo Home Mortgage, Richmond, VA, United States January 2012 – April 2014 Senior loan Processor

Process loans approved by an Underwriter or an automated decision system responsible for but not limited to verifying conditions of approval which may include, customer income/assets documentation, resolves routine title issues vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens.

Managed a pipeline of 50+ loans

Maintains a high level of customer service by being proactive in communication with customers, sales partners, including banking center associates, realtors, etc Ability to prioritize multiple competing tasks and manage time effectively in a fast paced environment Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending

Self-motivated and highly organized.

Senior loan Processor

Process loans approved by an Underwriter or an automated decision system responsible for but not limited to verifying conditions of approval which may include



Contact this candidate