Customer Service Management

MARY HELEN GONZALES

*************@*****.***

Cell 210-***-****

SUMMARY OF QUALIFICATIONS

• 12+ years of experience working within the Mortgage/Banking industry (Processing, closing,

underwriting, loan servicing and default servicing)

• Strong customer service skills; able to easily recognize and react to needs of a business or

individual

• Familiar with Caylx/Point, Encompass, MSP, CPI, LSI & Web Query systems/programs

• Familiar with MS Outlook/MS Office / Excel

• Excellent oral and written communicative skills

• Call Center experience

• Bilingual (Spanish)

HIGHLIGHTS OF EXPERIENCE

Loan Servicing Specialist 2 (Contract) August 2013 – September

2013

Robert Half Accountemps/Wells Fargo, San Antonio, Texas

• Processing payments, tickets, online entries and documents

• Researching and resolving problems using various resources

• Matching real estate tax parcels and payments for processing

• Resolving balancing discrepancies

Quality Control Analyst (Contract) April 2012 – October 2012

BC Forward Staffing/Accenture, San Antonio, Texas

• Reviewing/Auditing Bank of America Mortgage Loan Modifications for compliance and

accuracy.

• Reviewing loans to insure that all state and federal lending regulations are in compliance.

• Able to work in a team environment and independently as well as self-motivated with good

analytical and reasoning skills, excellent time management skills and ability to work under

pressure and meet deadlines.

• Must have the ability to recognize non-compliant issues and effectively communicate to

management.

Mortgage Loan Processor September 2011 – January 2012

Access National Mortgage, San Antonio, Texas

• Familiar with FHA/VA/Conv/USDA processing (ordering verifications, appraisals, surveys, title,

insurance, etc.)

• Familiar with current guidelines and RESPA regulations.

• Communicates Follow-Up Closing Conversation with Client - confirms scheduled date of

closing, time and location, etc.

• Assist Loan Officer with other administrative or sales duties as needed.

• Coordinates submitted files with Underwriting & Closing to meet file expectations.

• Clears all conditions in a timely manner.

• Researches all investor guidelines and is up to date in any and all changes that affect the

processing and originating of loans in the pipeline.

Mortgage QA Analyst II August 2009 – August 2011

Wells Fargo, San Antonio, Texas

• Reviewing Mortgage Loan Modifications and Foreclosures for compliance and accuracy.

• Reviewing loans to insure that all state and federal lending regulations are in compliance.

• Compared closed modification parameters to underwriting and portfolio product guidelines.

• The ability to recognize non-compliant issues and effectively communicate to management.

• Able to work in a team environment and independently as well as self-motivated with good

analytical and reasoning skills, excellent time management skills and ability to work under

pressure and meet deadlines.

Sales Assistant January 2009 – June 2009

CitiBank/CitiMortgage, San Antonio, Texas

• Responsible for retrieving daily pipeline reports and assisting mortgage consultants with

retrieving and uploading loan documentation.

• Also responsible for refunding application fees, entering loan concessions and loan commitment

fees on system.

• Other responsibilities included monitoring the CMS system for all incoming calls and making

sure all mortgage consultants were available and taking calls at all times.

• Preformed administrative duties such as faxing, copying etc. as per management request.

Mortgage Loan Processing Manager June 1998 – April 2008

Emerald Capital Mortgage / Pathfinder Mortgage Group, San Antonio, Texas

• Managed a processing center with two processors and a set-up/Jr. processor in which we serviced

approximately 20 plus loan officers.

• Responsible for ordering, retrieving and verifying all loan application documentation for

Conventional and Government type loans as well as Refinances and Helocs.

• Updated loan docs according to underwriter/lenders specifications.

• Underwrote for certain lenders, printed closing documents and ordered wire for funds to close.

EDUCATION AND TRAINING

Graduate, Memorial High School, San Antonio, TX 1978

Completion of VA, FHA/Government courses

Completion of AIB courses/Frost Bank

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