DREAMA VALENCIA

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

Channahon, IL 60410

Phone: 815-***-**** ● Email: ad1h5m@r.postjobfree.com CAREER SUMMARY

Dedicated Customer Service and Research professional with 25+ years of experience in the financial services industry and a strong management background. Especially effective at building strong and mutually beneficial client relationships. Proven success as an innovative problem solver and results oriented individual. Recognized as a motivated self starter with a clear focus on doing the right thing for the client. Known for motivating, encouraging, training and developing staff to produce departmental success. Proficient with Microsoft applications and Encompass.

PROFESSIONAL EXPERIENCE

NEI GLOBAL RELOCATION

Account Executive III, Omaha NE 08/2022-08/2023 (remote)

● Fully responsible for all assigned international/Domestic relocating employees, ensuring a high level of satisfaction by proactively identifying potential problems and proposing solutions, resolving issues in a timely manner, and providing expert advice and support to the employee and client, as needed.

● Administers all services authorized to accomplish successful relocations or assignments, with focus on cost containment and best value for clients.

● Manages clients relocation policy, addresses exception requests, obtains approvals and monitors associated costs.

● Counsels the relocating employee or assignees on corporate relocation policy and best use of tools provided.

● Manages multiple supplier partners to achieve a successful relocation experience. Ensures quality performance of service providers.

● Delivers what's promised with accuracy, speed and quality.

● Utilizes the NuCompass Mobility (NCM) systems in conjunction with other tools as provided/required, to maximize productivity, reduce administrative burden, provide complete and accurate documentation, and ensure data integrity.

● Develops and maintains strong relationships with corporate clients; may attend client meetings as appropriate.

● Works with the Director of Client Relations Director and Sr. Operations Manager to create/execute account plans.

● Captures all available referral fees. Ensures all fees and expenses are accurately entered and invoiced.

● Prioritizes work assignments well & coordinates with the work & deliverables of others.

● Positively participates with other team members by fulfilling own role, helping others and supporting team

● Foreseen BVO and GBO processes from start to finish with 2 deed transfers.

● Appropriately utilizes other customer support teams and adopts new processes as they are introduced.

● Regularly attended mandatory, essential and recommended training to support on the job knowledge, career growth, and understanding of the organizational vision, culture and experience.

● Place proactive calls with transferee’s to welcome them, advise on the authorized services and policies to be provided, connecting at meaningful moments throughout the Relocation process.

● Partnered internally with other customer support teams (Global Customer Support, Home Sale Services, Client Accounting, Client Financial Services and other support teams as required) to ensure all customer needs are promptly met, coordinating and responding as a single support team for the customer. BGRS

Relocation Consultant, Burr Ridge IL 05/2019-07/2022 (remote)

● Place proactive calls with transferee’s to welcome them, advise on the authorized services and policies to be provided, connecting at meaningful moments throughout the Relocation process..

● Supports customer and client needs with a focus on quality, accuracy and timeliness so as to achieve zero financial write offs.

● Served as a trusted advisor in the mobility programs across a client base, learning and understanding about available services, and translating those services confidently when speaking to each individual customer's needs. .● Works to fully understand customer needs and concerns by asking questions, listening carefully, showing empathy and using expertise to provide sound guidance throughout the customer mobility journey. ● Regularly utilizes the Digital Policy Solution to access client policy information to ensure timely and accurate information is adequately conveyed to the customer.

● Understanding customer personas, tailors interactions and services as appropriate to respond to each of their unique scenarios and concerns. Quickly recognizes and adjusts as personas may shift along the relocation journey.

● Ability to advise on services delivered by our supplier partners and trouble shoot across service lines. Services include housing, household goods, immigration, temporary living, education, language training, payroll and compensation, and any other related services for all mobility program types.

● Managed a high volume of customer files seamlessly, and across varied clients and locations, to ensure excellent customer service and satisfaction.

● Utilized an omnichannel technology solution (phone, email, chat, etc.) to support customer interactions.

● Partnered internally with other customer support teams (Global Customer Support, Home Sale Services, Client Accounting, Client Financial Services and other support teams as required) to ensure all customer needs are promptly met, coordinating and responding as a single support team for the customer.

● Collaborated externally with supplier partners as appropriate, to coordinate authorized services for the customer, recognizing these suppliers are an extension of the customer experience.

● Dedicated to strong data integrity, ensuring system accuracy through regular upkeep of file notes, updates, and information, so that system data can be used confidently and reliably to drive and inform other company processes and to contribute to a smoother customer experience.

● Ensured outlined Key Experience Metrics and customer/client SLAs (e.g. customer satisfaction, responsiveness, cost savings) are met or exceeded.

● Timely entered tasks and time into the Kronos Tracking System to help support clear

● and accurate work output data.

● Supported customer and client needs with a focus on quality, accuracy and timeliness so as to achieve zero financial write offs.

● Appropriately utilizes other customer support teams and adopts new processes as they are introduced.

● Regularly attended mandatory, essential and recommended training to support on the job knowledge, career growth, and understanding of the organizational vision, culture and experience. PMAC Lending Services/ Finance of America, LLC

Processor Team Lead Downers Grove, IL 03/2015-04/2018

● Trained and supported Loan officers as well as Processors on program and system issues ● Ordered and reviewed various verifications such as VOR,VOM, payoffs, title commitment, Hazard insurance for mortgagee clause change etc., Data Verify, IRS Transcripts

● Managed Midwest territory processing pipelines

● Managed weekly reports, reviewed and maintained loans with processors in a timely manner

● Maintained over flow pipeline from processors

● Audited each file prior to being submitted to underwriting

● Post-closing audited on each file, gather missing items such as signatures, required documents per required for the program FHA, VA, Conventional and IDHA etc.

● Managed and approved staff time through APD and ensure proper coverage

● Set up for new hires, training, work stations and all required documents per company guidelines

● Provided support to Loan Officers with any training and/or restructure of applications

● Worked with corporate getting Title companies approved

● Created a workflow for my assigned region to close loans within a timely manner

● Disclosed and redisclosed loans that had APR affecting fees to be with RSPA guidelines

● Weekly meeting with corporate to maintain branches to run according to their standards

● Assigned loans to processors and underwriting

● Created training classes on TRID and other areas that Processors needed training

● LOS Encompass.

JPMorgan Chase Bank Downers Grove, IL 1/2009 – 04/2014 Consumer Loan Support Specialist III

● Calculation and analysis of varied income types including Salaried, Sole-Proprietorships, Corporations, Partnerships, and Passive income sources

● Provide direct support to Lending Managers, Mortgage Bankers, and Mortgage Banker Assistants Analyze and resolve in-depth Mortgage Banker loan structuring issues

●Systems Expert with detailed knowledge of navigation, data entry, and workarounds in both Loan Builder and CLOSR

● Comprehensive knowledge of policy and products in all capacities including Fannie Mae, Freddie Mac, FHA, VA, and Affordable Lending Programs.

● Assistance with review of pricing scenarios inclusive of lock extensions, relocks, and renegotiations

● Ability to adapt to frequently changing policies and parameters

● Managed Lender subsidy reports for the corporate office.

● Handled default referral program along with other daily functions. Sr. Loan Processor 1/2009 – 9/2009

● Managed and closed Conventional, FHA, VA and HARP loans in pipeline report assigned from Manager. ● Review and signed off on conditions provided from borrowers and LO, rework files, make various changes to loans, followed the Conforming, FHA and VA guidelines produced by the company to meet the investor requirements, order appraisal reviews, meet required quota desired by the company.

● Trained and supported Loan officers as well as Processors on program and system issues. ● Exceeded monthly closing goals set by management.

● Worked closely with Title Company to schedule closings insure the accuracy of the HUD-1 Prior to closing, assist at any type of lien release or help that the closing company requested.

● Ordered and reviewed various verifications such as VOR, VOM, payoffs, title commitment, Hazard insurance for mortgagee clause change etc., Data Verify, IRS Transcripts. Excellent Funding Frankfort, IL 3/2007 – 12/2008

Sr. Account Manager/Department Supervisor

● Managed and closed Conforming and Non-Conforming loans in pipeline report for Account Executives. ● Review and signed off on conditions provided from brokers, rework files, make various changes to loans, followed the Conforming and Non-Conforming guidelines produced by the company to meet the investor requirements, order appraisal reviews, meet required quota desired by the company.

● Built and maintained client relationship through excellent customer service

● Perform verifications to ensure accuracy of: VOM, VOR, VOD, VOE, 1003, income documents, appraisals and homeowners’ policies.

● Thoroughly reviewed title commitments for vesting, seasoning, mortgages, taxes and liens. ● Ensuring loans are in compliance with multi-state rules and regulations.

● Managed various pipeline reports for the entire company.

● Performed various HR duties.

● Reviewed and prepared loan for DE underwriter for FHA loans

● LOS Encompass.

Fremont Investment & Loan Downers Grove, IL 3/2003 – 3/2007 Sr. Account Manager

● Built and maintained client relationships through excellent customer service for protected brokers for assigned Account Executive.

● Perform verifications to ensure accuracy of: VOM, VOR, VOD, VOE, 1003, income documents, appraisals and homeowners’ policies.

● Thoroughly review title commitments for vesting, seasoning, mortgages, taxes and liens.

● Ensuring loans are in compliance with multi-state rules and regulations.

● Took and passed state regulated underwriting assessment test for Non Conforming guidelines. ● Review and signed off on conditions provided from brokers, rework files, make various changes to loans followed the Conforming and Non-Conforming guidelines produced by the company to meet the investor requirements, order appraisal reviews, meet required quota desired by the company. PGNF Home Lending Westmont, IL 12/1999 – 3/2003

Operation Manager

● Managed group of employees various tasks, ran reports, fore seen the processing and closing department. ● Interview prospective employees and train new staff members.

● Conducted quality control and compliance monitoring

● Delegated daily responsibilities to staff and oversaw that it executed properly

● Organized group meeting with staff and gave one on one training to an individual's weakness

● Evaluated Staff files at random to prove consistency and efficiency EDUCATION

Wilco Career Center, Romeoville, IL

Business Administration and Management Certification PROFESSIONAL CERTIFICATION/LICENSES

Treating Customers Fairly

Americans with Disabilities Act (ADA) Compliance

AML/KYC Training

Compliance Controls

Dodd Frank

Fair Lending Practices

Home Mortgage Act

Anti-Corruption Training

Code of Conduct

Homesale GBO & BVO

COMPUTER PROFICIENCIES

Windows, Microsoft Word and Excel, Point, Contour, Encompass, BUSPROD, CLOSR, CFM, Loan Builder

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