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Customer Service Manager

United States
October 11, 2016

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Rickeya Gilliam

**** ******* **.

Macedonia,OH **056


Professional Summary

Professional with a 10 -year background in consumer financing, loan administration, default management and customer service. Excellent analytical, communication, decision making and problem solving skills.


Microsoft Word/Excel/Outlook

Back in the Black software

Calyx Point LOS

Automated underwriting systems:LP, DU

Internet navigation

Proficient in 10-key

Hourly shift management

Staff training and development

Staff Liaison

Financial transactions expertise

Strong collaborator

Customer relations

Bank deposit procedures

Opening and closing procedures



Team player

Positive attitude

Cheerful demeanor



Excellent work ethic

Work History

March 2014 to Current

Great Plains National Bank Akron, OH

Mortgage Loan Processor

Responsible for complying with the Bank's BSA/AML and OFAC Compliance and Consumer Compliance policies and procedures relevant to their responsibilities.

“Pre-underwrite” the loan file early in the process to ensure the loan is submittable.

Manage and close pipeline of minimum 15 conventional, government and/or portfolio loans monthly.

Maintain pipeline of 40 loans monthly.

Assist Loan Officers with questions concerning the processing and submission of loan files.

Ensure all loans submitted to Underwriting are complete and documentation in file is consistent.

Serve as an intermediary for loan issues with Loan Originators. and Underwriting.

Immediately forward all critical conditions to Underwriter upon receipt (i.e. Appraisal, Title, Income Docs, etc).

Prepare accurate figures for monthly payment, escrows, prepaids,etc.

Review and approve HUD Settlement Statements

Ensure all loan submissions are in compliance with state and federal regulations, and report any non-compliant loan submissions to the Branch Manager.

Maintain high level of customer service by being proactive in communicating with loan originators and borrowers.

April 2013 to March 2014

Third Financial Akron, OH

Loan Processor

CONV, FHA, VA, adjustable, fixed rate and jumbo mortgage brokered loans reviewed for refinancing and/or purchase.

Set up loan applications by collecting and determining the applicant's income, assets and liabilities.

Determined the client's purpose of loan, explained loan's terms, ways to improve credit and offered other alternative loan options according to Company, Lender and Government loan products offered.

Contacted credit companies, client's present and former employers, sellers, agents, appraisers and other specified companies and municipalities to verify and/or request the clients information.

Requested and reviewed surveys and appraisal data from the property to be refinanced or purchased.

Reviewed the loan package and communicated with the client and third parties, in order to obtain the information and documents required for the property's closing conditions.

Determined whether to approve or deny the application based on the acquired data and results of meeting conditions.

Submitted the approved application to the lender and contacted client, loan closers, realtors and title companies to schedule closings.

May 2009 to April 2013

U.S. Bank Home Mortgage Bedford, OH

Loss Mitigation Processor/ Mediation Specialist

Built relationships & partnerships through community/business outreach.

Served as liaison between the local courts and the Bank in implementing home savings and liquidation programs.

Provided information to attorneys, judges, mediators and litigants regarding mediations and mitigation programs.

Handled both pre- foreclosure and foreclosure cases, from referral through the foreclosure sale date.

Monitored foreclosure loans to ensure they were completed in a timely manner according to investor/insurer, state and regulatory guidelines while minimizing financial losses to company.

Reviewed and approved accuracy of legal documentation; conduct a complete review of the foreclosure file to ensure all default time frames have been met.

Actively reviewed and pursued all loss mitigation alternatives; perform required research on any loan with questionable items.

Served as the primary in person mediator representative for the bank's domestic relations and the court.

Trained and educated other Loss Mitigation representatives of the company, in order to enhance the home retention skills of the professional company representative and processors.

September 2005 to November 2008

Safeguard Properties Brooklyn Heights, OH

Property Preservation Coordinator

Ensured HUD, VA, FNM, FMC and CV guidelines and procedures were followed in order to prepare properties for conveyance.

Used multiple systems simultaneously including MSP (client's system of record).

Reviewed loan history and determined if the property is vacant, required securing, property preservation and/or it is readiness for conveyance.

Documented all system(s) accordingly.

Placed appropriate work order based upon findings.

Understood and carried out client and business rules.

Analyzed neglect at a property and determined what escalations were required.

Researched and reported expenses related to Property Preservation.

Managed over 200 contracting companies regionally.

July 2005 to September 2005

Hudson Executive Mortgage Hudson, OH

Loan Officer

June 2000 to July 2005

DEB Shops Cleveland, OH

Assistant Manager


Ohio University Athens, OH

60 Credit Hours Retail Merchandising

2010 Cuyahoga Community College Highland Hills, OH

Associate of Liberal Arts Early Childhood Education Pre K-3rd

Current Cleveland State Cleveland, OH

Bachelor of Science Early Childhood Education PreK- 3rd Grade

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