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Customer Service Manager

Location:
Phoenix, Arizona, United States
Posted:
February 12, 2019

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Resume:

Tamera King

ac8g0a@r.postjobfree.com - 480-***-****

As a Sr. Loan Processor/ Client Manager, I have worked on the retail and broker side of mortgage. I bring to the table an extensive knowledge base of mortgage products and lender guidelines. During my tenure in the industry I have worked with FHA, VA, Conventional, USDA, 203K, and various other Fannie Mae and Freddie Mac products. I'm a hard worker, quick learner and I put a lot of pride and integrity into my work. I am customer oriented and therefore I provide outstanding customer service. I am adept at processing and pre-underwriting my files and I am able to work with clients to meet all financial requirements

Experience:

On Q Financial- Processor III- 6-2018 to Present

•Process Conventional, VA, and FHA, USDA and refinance, purchase, and new build loans.

• Ensure loan is processed in an accurate and timely manner.

• Assist Loan Officer with restructuring loan. .

• Ability to analyze documents and solve problems.

• Prioritize workload through fast paced changes.

• Provide ability to maintain high level of customer service through inbound / outbound calls

• Responsible for reviewing, analyzing and underwriting routine individual consumer files and products within, government and industry guidelines.

• Review, process credit applications, credit bureau information, collateral valuation, tax returns, self-employment, and or other supporting documentation to recommend authority levels by way of automated Scoring system and traditional underwriting, assisting with the calculations and preparation report for second level review.

• Responding to customer inquiries and credit decisions, ensuring credit files are current, complete and Appropriate decisions..

• Knowledge of underwriting procedures, creditor financial analysis techniques, investor requirements and have high degree of attention to detail. I work in a team environment and have discipline and good effort to achieve business and volume goals and provide superior service. Ditech Financial - Client Manager 2-2017 to 6-1-18 Able to take a loan from welcome/LE to closing in a timely matter. Work closely with Account Executives and broker

. Provide support (inbound and outbound calls, e-mail) in an efficient manner and provide educational

information

Provide proactive review of pipelines in order to expedite loan though the process, increasing overall pull-thru

ratio (Call out on aging loans with no activity, expiring rate locks, expiring docs, purchase transactions and

loans with outstanding conditions) .

Monitor all queues and take proactive action on loans with escalated issues.

. Provide clear direction and education to Clients on all operational policies and procedures. Apply experienced problem-solving techniques to successfully address and resolve issues for both internal/external clients to continuously improve processes and provide a competitive advantage through

customer intimacy and operational excellence.

. Enhance client relationships by proactively identifying and resolving client issues. Work with internal

partners to escalate issues through internal processes, facilitate interdepartmental communication and provide a

winning solution for the client.

First Cal Mortgage Processor IIl 9-2015 to 2-2017

•Process Conventional, VA, and FHA, USDA and refinance, purchase, and new build loans.

• Ensure loan is processed in an accurate and timely manner.

• Assist Loan Officer with restructuring loan.

• Review, process credit applications, credit bureau information, collateral valuation, tax returns, self-employment, and/or other supporting documentation to recommend authority levels by way of automated scoring system and traditional underwriting.

•Assist with the calculations and preparation report for Underwriting Parkside Lending QC Processor 8-2014 to 9-2015

• Verified loan is complete with checklist and accompanying disclosures, documents, needs list, anticipated or confirmed program/investor.

• Requested any additional items needed from borrower to complete loan.

• Ordered and received VODs, VOEs, appraisal, title, and etc. as appropriate.

• Compiled and processed all documents as received in a timely manner to meet projected close date.

• Submitted complete files to Underwriting based on Investor and/or AUS requirements. Wells Fargo - Underwriter Tax and Income Team 2-2013 to 8-2014 Responsible for reviewing, analyzing, approving and underwriting unusual or complex individual requests within company and industry guidelines.

• Evaluating and ensuring overall loan documents are accurate, complete, and compliant.

• Reviewing of financial statements, credit reports, applicable ratios and other supporting documentation.

• Contacting customers and partners to gather information to make appropriate decision, explain rationale behind credit decisions.

• Staying aboard of any changes in underwriting provisions.

• Working with production to resolve questions when possible.

• Working knowledge of C2C, LIS, Compass, ResDirect, LIV, and LPS.

• Underwriting/signing authority of $250k.

\

Well Fargo Underwriter 3-2012 to 2-2013

OCC Article 7 Audit Project ( Special Project )

• Audit complaints submitted by Promontory Financial Group.

• Research request using all Underwriting and HPS tools needed.

• Provide supporting documents.

• Review and complete all cases within 48 hrs.

• Working knowledge of GEM, Lombardi, LIV, LPS, and CLARA.

• 1st level reviewer authority.

Wells Fargo Processor / Underwriter 1-2009 to 3-2012 Processed FHA, VA, Condo, and USDA loans.

• Ensure loan is processed in an accurate and timely manner.

• Ability to analyze documents and solve problems.

• Prioritize workload through fast paced changes.

• Provide ability to maintain high level of customer service through inbound / outbound calls

• Responsible for reviewing, analyzing and underwriting routine individual consumer files and products within Wells Fargo, government and industry guidelines.

• Review, process credit applications, credit bureau information, collateral valuation, tax returns, self-employment, and or other supporting documentation to recommend authority levels by way of automated Scoring system and traditional underwriting, assisting with the calculations and preparation report for second level review.

• Responding to customer inquiries and credit decisions, ensuring credit files are current, complete and Appropriate decisions.

• Responsible for managing a pipeline of over 100 loans, expert in reviewing hardship packages, determining length and impact of financial hardship, conducting loan levels cash flows for customers to determine Affordability.

• Knowledge of underwriting procedures, creditor financial analysis techniques, investor requirements and have high degree of attention to detail. I work in a team environment and have discipline and good effort to achieve business and volume goals and provide superior service.

• Level 1 Underwriting Authority.

• Working knowledge of LIV, LPS, ERLMF, CLARA, Credo, and Vendors cape

.

JP Morgan Chase Jr Originator/ Processor 3-2005 to 1-2009 Assisted loan officer, discuss products and overcome objections.

• Processed Conv, FHA, VA Loans.

• Provide ability to maintain high level of customer service through inbound / outbound calls

• Responsible for reviewing, analyzing and underwriting routine individual consumer files and products

• Review, process credit applications, credit bureau information, collateral valuation, tax returns, self Employment, and or other supporting documentation to recommend authority levels by way of automated scoring system and traditional underwriting, assisting with the calculations and preparation report for second level review.

• Responding to customer inquiries and credit decisions, ensuring credit files are current, complete and appropriate decisions.

• Knowledge of underwriting procedures, creditor financial analysis techniques, investor requirements and have high degree of attention to detail.

• Level 1 Underwriting Authority.

Citi Bank Sr Processor ll /Underwriter 6-2002 to 3-2005 Processed Conventional refinance or purchase loans.

• Ensure loan is processed in an accurate and timely manner.

• Liaison between the customer and title company.

• Provide excellent customer service through inbound / outbound calls.

• Review, process credit applications, credit bureau information, collateral valuation, tax returns, self Employment, and or other

Supporting documentation to recommend authority levels by way of automated scoring system and traditional Underwriting,

Assisting with the calculations and preparation report for second level rev



Contact this candidate