Customer Service Assistant

Donald Young

**** ******* **** *** #***, Mesquite TX 75149 - 903-***-****- ****************@*****.***

Professional

Summary Experienced banking professional in the banking industry for over 20 years in

operations as a loan processor, loan officer assistant, compliance auditor and IT

help desk technician and assistant underwriter.

Skills Superior Customer Service Analytical

Math Aptitude Critical Thinker

Positive Attitude Team Player

Strong Computer Skills 50-60 WPM

Effective Time Management Microsoft Suite

Education Texas A & M University, Commerce, TX

Bachelors of Science in Psychology, 2012

Cedar Valley Community College, Lancaster, TX

Associates of Art and Science (Concentration Business)

Experience American Southwest Mortgage, Addison, TX 04/2013 - 11/2013

Underwriter Coordinator

Effectively managed the workflow of incoming files received to be

reviewed daily from brokers, credit unions or banks

Consistently monitored email notifications of submissions that files are

being submitted to underwriting for final approval to close

Meticulously audited file conditions for accuracy, and completeness

Analytically reviewed compliance documentation to ensure all applicable

laws were followed as it relates to banking and mortgage lending laws

Significantly improved the turnaround for final approvals and loan

closings by proactively identifying concerns that can be addressed and

solved

CU Member Mortgage, Addison, TX 09/2012 - 4/2013

Senior Loan Processor

Responsibly managed 50+ loans in my pipeline on a monthly basis with

average of 25+ loan closings per month

Thoroughly gathered, ordered, and followed up on all necessary loan

documents relating to submitting to underwriting for final approval

Diligently prepared files for a final underwriting approval on the first

submission to eliminate and reduce numerous submissions

Continuously communicated with internal and external customers as

required by company procedures and courtesy calls to keep open

communication on the status of loan files

Quickly reviewed HUD-1 with the closing department, the customer and

the loan officer to ensure there were no deficiencies before the scheduled

loan closing

Successfully maintained 4.5 or higher superior customer service rating

(with 5 being the highest)

Delta Dallas, Dallas, TX 4/2011 - 8/2012

Mortgage IT Specialist

Troubleshot different software issues with clients for Calyx Point

Consistently, provided excellent customer service for clients through the

call center

Delegated Subject Matter Specialist- for Tier II and Tier III specific

mortgage questions related specifically to ratios, LTV, income, assets and

liabilities due to extensive know of processing and underwriting loans

Bank of America (Countrywide), Irving, TX 7/2002 - 2/2011

Sr. Loan Processor

Managed 60+ loans in pipeline monthly with an average of 30+ loan

closings(Conventional Loans, VA, FHA, and HARP loans)

Recognized by my sales managers and agents for having a take charge

attitude while still training them to be more proactive

Trained other loan specialist as we started a new B2C department in

early 2009, as result we had 6X the amount of volume closed

Underwrite loans within delegated authority

Completed audits on Reg B, Z and X on all loan files

Special Awards

DISD Volunteer Award for 2 years of volunteer work

Company store points for superior customer service

Onyx ring for 5 years of dedicated service

Honored Countrywide’s relocation magazine for being the Relocation

Sensation

Donald Young (page 2)

4021 Samuell Blvd Apt #227, Mesquite TX 75149 - 903-***-****- ****************@*****.***

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