Customer Service Manager
Resume:
Donna Evelyn Clarke
************@*****.***
http://www.linkedin.com/pub/donna-clarke/1b/2a6/599
SUMMARY
Highly dedicated professional with over 20 years of customer service
experience. Key skills include organization, multi-tasking and
communication. Self-motivated team player who maintains an enthusiastic and
positive attitude and is committed to accomplishing goals to meet business
objectives.
SKILLS AND SYSTEMS
. Microsoft Office
. FHA Connection
. DU/LP
. CoreLogic
. Data Verify
. Rapid Reporting
. Work Number
EXPERIENCE
JP Morgan Chase Bank
Brooklyn NY
Mortgage Loan Processor
10/29/12 - 09/04/13
. Process HARP and Conventional Refinance (CASH OUT AND NO CASH OUT)
loan applications.
. Order credit reports, appraisals and obtain any other documentation
required to move the loan to closing.
. Coordinate with borrower and third party vendors to gather documents
to get loans closed.
. Review loan application packages for completeness and accuracy;
reconcile application with system input.
. Calculate and analyze employment verification (VVOE/WVOE), income
and tax returns.
. Review incoming documentation within 24 hours of receipt;
input/update data, prepare loan package for closing by ordering
payoffs as applicable and gathering 3rd party fees from the closing
agent.
. Completed the processing checklist prior to submitting the file to
closing; communicated with all necessary parties to arrange closing.
. Coordinate weekly calls with loan officers to maintain communication
regarding status of loan application to ensure a quick turn-around-
time with little or no delays.
. Prepare files for QA review prior to sending loans to closing.
. NMLS Registered.
Aerotek (Bank of America)
Newark, NJ
Foreclosure File Reviewer
10/17/11 - 10/25/12
. Conducted harm evaluations using Promontory/Office of Currency
Comptroller (OCC) designations to analyze loans which have already
been foreclosed or are in the process of foreclosure.
. Analyze fees and/or penalties assessed on the file, charged to the
borrower, to ensure that they were reasonable and customary in
accordance with any original and/or modification documents, State
and Federal guidelines and bank policy.
Rose International Inc. (Bank of America) Buford, GA
Support Service Specialist 09/15/10 - 02/18/11
. Order title, closing, appraisal, credit and flood reports; recommit
loans in system as required.
. Keep manager abreast of loans in queue over 30 days to be assigned for
further processing
. Updated notes in system regarding any changes pertinent to the loan
application.
. Assisted in processing loans under the MHA (Making Homes Affordable)
program.
. Submitted 8 loans to underwriting for a clear-to-close within 24-48
hours in a two week period.
. Process conventional loan applications.
Financial Freedom Acquisition LLC Norcross, GA
Loan Processor 09/26/05 - 07/15/10
. Process reverse mortgage loan applications for 7 loan officers in
all regions.
. Review documentation and submit loan to underwriting for MCA (title)
and PA (appraisal) review.
. Communicate between all parties as required to clear loan
conditions.
. Maintain an average pipeline of 30-70 loans monthly.
. Submit an average of 15-35 loans for closing monthly.
. Closed loans on an average of less than 30 days.
. Follow up on receipt of documentation necessary to submit loans for
review or a clear-to-close
. Determined the appropriate action necessary to achieve resolution.
. Kept abreast of all FHA/HUD guidelines particularly those in
relation to HECM loans.
. Perform all facets related to processing FHA HECM loan applications.
. Knowledge of revocable trusts, foreclosure, manufactured home and
purchase loan applications.
. Review loan application packages for completeness and accuracy;
reconcile application with system input.
. Developed and implemented "New Processor Training Manual"; trained
new processors as deemed necessary.
. Review incoming documentation within 24 hours of receipt;
input/update data, prepare loan package for closing by ordering
payoffs as applicable and gathering 3rd party fees from the closing
agent.
Completed the processing checklist prior to submitting the file
to closing; communicated with all necessary parties to arrange
closing.
EDUCATION
. Anthem College Online, Phoenix AZ
Medical Office Administration
Expected Graduation December 2014
. George W. Wingate High School, Brooklyn NY General
Academics
Graduated June 1976
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