Eunice Patton

PROFESSIONAL SUMMARY

Mortgage Industry professional with over 20 years of call center/ customer service experience. Loan-processing experience and a comprehensive knowledge of conventional and government loan programs. Thorough in gathering borrower information, verifying loan documents, Escrow account and reviewing file documentation to guide each loan from preapproval to closing. Highly skilled in customer service as well as Pre-Submit ordered third-party information, Proficient in PC lenders, VA Portal, FHA Connection, Day 1 certainty portal, Bright Knight, Synergy, Meta, V Soft, Private Eye, Service Link and Encompass.

TECHNICAL EXPERIENCE

Microsoft Office Suite (Word, Excel and PowerPoint), PCL, Various Mortgage Processing Software

PROFESSIONAL EXPERIENCE

TOYOTA FINANCIAL SERVICES, Chandler, AZ 10/2019 – 09/2022

Auto Loan Processing

Review Consumer Contracts and Book Receivables within established funding service levels.

Handled inbound and outbound calls from dealerships.

Review contracts and credit applications for completeness, proper date/signature, accuracy, and compliance with all State, Federal, and internal operational requirements.

Cultivate and preserve strong relationships with dealer personnel.

Evaluate and research deals as necessary in order to maintain the quality of applications within established guidelines.

Addresses contract/funding issues with Held.

Offering Letters or various review requests as appropriate for timely resolution and dealer funding.

CENLAR FSB, Tempe, AZ 09/2018 – 10/2019

Customer Service/ Collections Default

Work with all level of mortgage servicing inquiries, including payments, escrow analysis, insurance, tax, default service, loss mitigation, foreclosure and misapplied payments.

Analyze payment claims to determine payment option Work in a fast paced, structured environment adhering to key performance metrics with high emphasis on quality and productivity Provide first call resolution and root cause analysis.

Interact with clients through telephone and email.

Uses critical thinking skills to take ownership and resolve an issue.

Engage with the customer and showing a willingness to help.

Successful history dealing with complex and difficult customer situations.

MOVEMENT MORTGAGE, Tempe, AZ 06/2015 – 08/2018

Pre Submit Concierge

Provided support to loan officer and underwriter teams by ensuring the timely, judicious and accurate processing of mortgages.

Review and verify borrowers’ income, Escrow, credit reports, employment histories, property appraisals and title, insurance information to prepare loan applications for underwriting submittal.

Taking inbound and outbound calls.

Ensure compliance with company policies, underwriting guidelines and lending-program requirements.

Ensured all files were complete prior to underwriting hand-off and coordinated effectively with title companies to ensure smooth closings.

Proficient in PC lenders, VA Portal, FHA Connection, Day 1 certainty portal, Encompass and AUS System.

Managed pipeline of 35-40 loans at any given time.

WELLS FARGO, Tempe, AZ 12/2014 - 08/2014

Funding

Prepared packaging and funding documents, finalizing customer files and verifying signatures/dates on documents.

Responsible for insuring of currency in loan closing process, inbound and outbound calls to Reps.

Performs routine administrative tasks and support of the mortgage loan funding group.

M&I MORTGAGE, Chicago, IL 03/2009 – 11/2014

Loan Processor

Provided support to loan officer and underwriter teams by ensuring the timely, judicious and accurate processing of mortgages.

Review and verify borrowers’ income, credit reports, escrow account, employment histories, property appraisals and title insurance information to prepare loan applications for underwriting submittal.

Ensure compliance with company policies, underwriting guidelines and lending-program requirements.

Ensured all files were complete prior to underwriting hand-off and coordinated effectively with title companies to ensure smooth closings and taking inbound and making outbound calls to reps.

Managed pipeline of 20-25 loans at any given time.

GERBER AUTO COLLISION, Elmhurst, IL 01/1996 – 02/2009

Insurance Claim Processor

Receiving inbound calls from insurance companies for cars that have been in accidents, processing insurance claims and enter claims into the database, contact customers on status of repairs and provide insurance quotes and deductible.

Responsible for making outbound calls and forwarding claims to the insurance companies and representatives regarding payments and claims.

Responsible for disbursing cash, checks, and debit transactions to different insurance companies and customers for repaired vehicles & Schedule rental cars for customers.

EDUCATION

High School Diploma

Julia ward howe High School, Chicago, IL

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