Customer Service Management

Sheldon Escher

**** ***** ****** **. ******, TX *6244

817-***-**** **********@*****.***

Certified loan officer & processor

A detail-oriented loan specialist with seven years of comprehensive experience managing loan origination, loan processing and underwriting for leaders in the home mortgage industry. Certified loan officer licensed in all 50 states. Talented communicator, with proven accomplishments building relationships with clients and documenting all aspects of loan certification. Expertise in staff leadership and credited with developing and conducting effective training that improves team productivity.

Loan Processing

Project Management

Financial Analysis & Verification

Purchasing & Refinancing Loans

Client Relationship Management

Staff Leadership & Training

Secure Data Management

Customer Service

Financial Management

Loan Underwriting

Strategic Communication

Regulatory Compliance

Professional Experience

PACIFIC UNION FINACIAL, Farmers Branch, TX 2016- present

Submission Specialist II

Supports the internal stakeholders mainly in the Underwriting and Funding departments by striving to exceed standards in the area of data accuracy, proper loan representation and adherence to company lending standards. Engages internal loan origination systems to balance loan file integrity in both a soft and hard form. Applies company Quality Control standards and checks to all probable to fund loan files.

Key Accomplishments:

1. Adhere to General Work Requirements

2. Enforce QC or data input turnaround time

3. Make sure all docs-out files in properly evaluated with the QC checklist

4. QC pre-doc “suspicious” files for underwriters

5. Ensure data integrity for probable approved loans that move towards funding

6. Interact with customer regarding questionable documentation and/or the ability to use the Internet or

Databases to verify borrower information

7. Order & verify other documentation in the loan package such as verification of deposits, bank

statements, Verification of Mortgage/Rents, Credit Supplements and Utility bills

8. Work with Underwriting and Funding on an ad hoc basis to complete tasks to ensure

Company’s overall customer service and maintain loan quality

9. Remain current and compliant with company processes, procedures and requirements

10. Assist inside and outside sales staff when needed within their area of expertise

11. Maintain an efficient, professional and tidy work space

12. Provide cross training to manager and peers to ensure continuity in the case of an unplanned absence

or other work interruption

13. Perform other duties as assigned

NATIONSTAR MORTGAGE, Irving, TX 2015-2016

Processor Loan setup / Mortgage Consultant

Competently review loan files to insure compliance with checklists. Manage email communication with borrowers and loan officers to request documentation and set expectations. Perform accurate and complete input into Point of Sale or Loan Origination system. Request needed documentation from third party sources. Assist the processing staff with other tasks or projects as needed

Key Accomplishments:

Set up and move 10 loans a day (streamline refinances), exceeding production goals each month.

Perform duties in an accurate and timely manner.

Handled all communications with borrower in a professional and competent manner.

Recognized for organizing a streamline procedure to make job process more effective.

BANK OF AMERICA, Fort Worth, TX 2007 – 2015

Mortgage Loan Officer / Underwriter /Chat Customer Service Specialist

Directs all aspects of the mortgage loan and underwriting process, from establishing initial contact with clients and verifying data to conducting calculations and assessing the potential for risk. Underwrites a variety of loans and files through Bank of America programs, including the Making Home Affordable program. Manages vendor projects, ensuring deliverables are met on time and in compliance with government regulations.

Key Accomplishments:

Recognized as a top producer every month, earning over 30 awards for quality of work, quantity of production, and outstanding team contributions.

Selected by management to train and coach new employees, resulting in improved understanding of underwriting guidelines, corporate policies, and team expectations.

Effectively transitions between multiple customer-facing roles, demonstrating expertise in multiple areas of loan processing and customer engagements.

Delivers high quality customer interactions that improve client retention and referral rates.

YOUTH EMPOWERMENT PROJECT, New Orleans, LA 2003 – 2006

Youth Advocate

Oversaw day-to-day case management and mentoring services to approximately 15 youth clients. Responsible for ensuring that the youth in their caseload receive caring, quality and appropriate mentoring and supportive services.

Key Accomplishments:

Developing educational and extracurricular activity programs for at risk youth.

Provided intensive case management and after care to reduce recidivism.

Aided in mentoring and employment readiness programs to help youth develop skills and strengthen ties to family and community

Previous positions include Auto Collections at Citi Financial.

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