Customer Service Sales

Sheena Fletcher

Loan Processor - George Mason Mortgage, LLC

McLean, VA

***************@*****.*** - 202-***-****

WORK EXPERIENCE

Loan Processor

George Mason Mortgage - Alexandria, VA - November 2012 to September 2013

• Developed an in-depth understanding of various loan types including FHA, VA, conventional, and second

liens.

• Contributed to timely loan closings by pre-underwriting files for accuracy of information, quality and

compliance before submitting a complete package to underwriting.

• Collaborated with all parties to the loan transaction to ensure smooth loan closings.

• Ensured that loans were salable by processing all files in a manner that was compliant to government

regulations, program requirements, and investor overlays.

• Promoted George Mason Mortgage’s image by actively cross-selling bank services and conducting business

in a professional manner.

Mortgage Loan Processor

Navy Federal Credit Union - Vienna, VA - December 2011 to July 2012

• Served the unique housing and financial needs of Navy Federal Credit Union members by providing

information and guidance in accordance with their immediate concerns and long-term goals.

• Accurately determined credit worthiness of applicants by reviewing key pieces of information including credit

history, assets, and income.

• Effectively communicated pricing and product options to borrowers seeking mortgage loans thus helping

them to make confident decisions.

• Maintained communication with borrowers, underwriters, and title companies to clear stipulations needed for

mortgage loan files to ensure a quick turnaround time.

• Managed a pipeline of 30-55 loans per month from the point of application to closing thus meeting and

exceeding performance goals.

Personal Banker/Customer Service Representative

TD Bank - Washington, DC - October 2010 to December 2011

• Counseled individuals and corporate clients in their selection of various accounts, investment opportunities,

risk analysis, and monetary return.

• Utilized conflict resolution skills to address customer concerns with minimal management intervention.

• Performed customer outreach in order to determine which clients are most appropriate to contact for specific

initiatives and service offerings.

• Coordinated and participated in community events to position the bank as a leader in the community.

• Performed monthly and quarterly sales reporting in order to meet and exceed sales goals.

EDUCATION

BA in Communications

HOWARD UNIVERSITY - Washington, DC

2009 to 2011

SKILLS

Microsoft Office, Encompass 360, Loan Quest, and Unifi, Lotus Notes

AWARDS

Academic Scholarship

August 2009

Awarded based on academic achievement at Howard University.

Summa Cum Laude

December 2011

ADDITIONAL INFORMATION

• High proficiency in Microsoft Office: Word, Excel, and PowerPoint

• Mortgage Processing Software: Encompass 360, Unifi, and Loan Quest

• Thorough understanding of mortgage types, processes, and guidelines

Contact this candidate