Customer Service Manager

K ELLY CRAWFORD

Cell: 562-***-****

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

Summary:

25+ years in office administration with emphasis on customer service. Proven t rack record for

exceeding goals and carrying heavy workloads in fast paced environments. Known for positive “can do”

a tti tude, fast learner, and a big team player. Strong organizational skills and multi-tasking, very

dependable and dedicated employee. I believe your job is your second family and so I do all I can to

make it successful.

Employment H istory

Colonial Savings/CU Members Mortgage 2012-2013

Senior Loan Processor - Residential Mortgage

Loan processing for credit unions across the US for both purchase and refinance loans on conventional,

FHA and a few VA programs. Full contact with customer, ti t le, and various agencies along with loan

officers and credit unions. Duties included taking loans from preapproval stage all the way th ru final

approval and hand off to closing. Ran DU and LP underwrit ing programs, collected, verified, and

reviewed all credit docs, income, bank statements, appraisal, t i t le, insurance etc. Updated all systems

and

Cleared all conditions required for full approval. Worked closely with underwri ting and loan officers to

t ry to approve all loans. Kept in constant contact with clients, loan officers, and management and

worked daily status pipeline reports. Heavy volume desk and received very high customer service and

management rewards.

C apital One Bank/Apex Systems I nc. 2010 – 2012

Mortgage Compliance Specialist

2 year contract position for special project. Duties consisted of implementation and creation of new

p rocedures and processes for fees and escrows on mortgage loans. Worked closely with various

departments in the home equity group to include: underwr it ing, processing, tech support, testing

g roup, and legal. Created new job position for set up team to catch all escrowed loans to set up

appropriately until system could be updated with new program changes. After project completed I was

t ransferred to help the customer service team. This position requires answering the 800# line for all

bankers, customers, and various callers looking for status on home loans and various banking and

mortgage products. This includes going over loan documents, status updates on loans, questions on

secured and unsecured loans, helping input new loan applications or going over conditions and closing

documents, reading rate sheets, doing subordinations or adding co borrowers, and explaining declined

loans to customers and bankers.

C hase Bank/ Washington Mutual Bank 2005-2009

Senior Loan Processor-Commercial Mortgage Lending (WAMU)

Loan modifications early 2009 (transferred after Chase bought out Wamu Bank).

P rocessing for commercial real estate mortgages across 5 states for various business entities. Full

contact with clients and various agencies from start to finish and hand off to closing. Duties to

i nclude: review of all business documentation, credit reports, asset verifications, tax returns, t i t le and

appraisal etc. I ran either DU or LP for approval findings and cleared all conditions with underwri ting

for final approval. Received top processor award many t imes and carried heavy volume desk.

M aintained weekly follow up reports with all reps, customers and management.

Count rywide Home Loans 2000-2005

Senior Processor –Residential Mortgage Lending

Processing residential FHA and conventional mortgages for corporate office with extremely heavy

volume desk. Worked closely with brokers, ti tle, appraisal, and clients to ensure smooth and quick

p rocessing. Ordered, reviewed, and cleared all conditions including review and verification of credit,

appraisal, t it le, insurance, etc. Prepared monthly reports for manager and sales staff. Received top

p rocessor award frequently and was promoted to t rain new hires.

A dvantage Investors/Rising Star Mo rtgage 1999-2000

Senior Processor & Office Manager

Processing of residential mortgages for small brokerage fi rm and supervised two Jr. Processors. Duties

i ncluded: Taking loan applications, processing loans, t raining new employees, managing office, and

marketing to new real estate offices. Produced monthly reports for sales and management and

p repared monthly flyers for clients and potential business clients to create new business.

Savoir Technologies 1998-1999

Senior Customer Service Rep

Order processing and monthly monitoring for IBM computer systems for clients in hospitals, banks,

government, and city departments. Took orders for new systems, upgrades, and maintenance repairs

for large client base. Worked with large sales team and configuration team. Systems follow up from

t ime of order thru t raining and delivery on all systems.

A lamo Mayflower Moving Company 1997-1998

Sales Coordinator

Global Division of Forex 1992-1997

Senior Customer Service – I nside Sales

Xerox Corporation 1995-1997

C ustomer Service Rep

References

Kim McNeil P rocessing Manager –Colonial Savings 972-***-****

Christina Clark V P Underw riting Compliance –B of A 214-***-****

Karen Golden P rocessor – CU Members M tg 214-***-****

Tammy Brison P rocessor –JP Morgan Chase 469-***-****

Lynn Grunkley O perations Manager –Wamu/Chase 714-***-****

Ma r ia Tor res P rocessor –Chase 949-***-****

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