Loan Processing Customer Service

TINA MACKEY

*************@*****.*** 301-***-**** Hagerstown, MD 21740

Highly skilled Loan Specialist with over 20+ years of experience, dedicated to maintaining impeccable data accuracy and security in loan processing. A hardworking professional adept at assisting clients, scheduling payments, and thoroughly reviewing credit histories. Possesses comprehensive knowledge of all credit procedures, ensuring meticulous adherence to industry standards. Proven ability to collaborate effectively with diverse parties and stakeholders, adeptly resolving loan processing issues while consistently ensuring compliance with regulatory requirements. Known for delivering exceptional customer service, creating positive client experiences throughout the loan application and processing journey. Hardworking and dependable offering+ years of clerical experience. Demonstrated prioritization, multitasking and planning abilities. Enthusiastic about using knowledge and skills to support operations.

• Auditing

• Research

• Loan Processing

• Relationship Building

• MERS Data Collection

• Customer Satisfaction

• Loan File Maintenance

• Employee Development

• Stakeholder Management

• Database Entry & File Management

Jun 2023 - Jan 2024

Document Review Clerk

US Bank Home Mortgage (Dexian)

- Frederick, MD

Spearheaded the enhancement of office efficiency

by implementing a systematic approach to filing

systems, resulting in streamlined document

organization and increased overall productivity.

•

Demonstrated effective teamwork by collaborating

with colleagues to accomplish tasks promptly and

meet critical deadlines, contributing to the overall efficiency of the team.

•

Maintained optimal office organization through

regular upkeep of files, records, and supplies

inventory, ensuring a well-organized and efficient work environment.

•

Significantly improved data accuracy by exercising meticulous attention to detail during data entry into computer systems, leading to a noticeable reduction in errors.

•

Supported administrative functions by completing

over 50 daily tasks in a timely manner, thereby

•

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

contributing to the smooth and seamless operation of the office.

Oct 2018 - Apr 2022

Loan Administration Specialist

First Guaranty Mortgage

Corporation - Frederick, MD

Accelerated loan approval processes by meticulously reviewing applications, promptly addressing

discrepancies, and implementing efficient workflows, resulting in significantly reduced timeframes.

•

Elevated customer satisfaction levels through timely and transparent communication, ensuring clients

received clear and concise responses to inquiries

throughout the loan application process.

•

Cultivated robust relationships with both internal and external partners, as well as customers, fostering trust and transparency in all transactions, contributing to a positive and collaborative working environment.

•

Insured seamless loan processing by aligning with

loan officers and underwriters, obtaining crucial

credit information, coordinating closings, calculating closing costs, and dispersing funds, all while adhering to rigorous regulatory requirements and internal

policies.

•

Took charge of 75 daily review and responses to all MERs email requests, demonstrating a proactive

approach to maintaining compliance and

operational efficiency.

•

Sep 2011 - Oct 2018

Government Insuring Specialist

First Guaranty Mortgage

Corporation - Frederick, MD

Executed meticulous review and verification

procedures, resulting in a notable reduction in errors within government insurance applications and

ensuring compliance with FHA, VA, and USDA loan

standards.

•

Conducted rigorous pre-audit and post-audit

reviews for 6 to 8 FHA, VA, and USDA loans daily,

showcasing a commitment to accuracy and

proactive identification and resolution of any

discrepancies.

•

Elevated departmental efficiency by actively

collaborating with colleagues, sharing best

practices, and contributing to a culture of

continuous improvement in insuring tasks.

•

Generated and completed status reports, swiftly

identifying and correcting errors, or deficiencies, and effectively coordinated with government

agencies to address compliance requests post-

endorsement.

•

Positioned as a subject matter expert on

government insuring processes, provided training for 18 staff members on FHA, VA, and USDA loan

auditing and processing, and played a key role in

developing training materials to ensure consistent onboarding practices across the team.

•

May 2008 - Feb 2009

Loan Document Specialist

Wells Fargo Home Mortgage

(Sparks) - Frederick, MD

Implemented rigorous review processes to

significantly reduce errors in loan applications,

ensuring strict compliance with lending regulations and fostering a culture of precision.

•

Fostered seamless transactions by collaborating

closely with underwriters to address and resolve any discrepancies or issues within loan documents,

maintaining a high level of accuracy and

compliance.

•

Exhibited expertise in handling complex loan

products by meticulously reviewing, collecting,

preparing, and processing closing and compliance

documentation, contributing to the successful

completion of intricate loan transactions.

•

Demonstrated keen analytical skills by interpreting policies and conducting property analyses on

completed loan packages, ensuring alignment with

established standards and guidelines.

•

Successfully managed multiple projects concurrently, meeting strict deadlines, and oversaw quality control on loan packages, reviewing information for

accuracy and proactively taking corrective actions when necessary.

•

Responded to over 25 customer inquiries with

exceptional customer service skills.

•

Capital One (Previously: Chevy Chase Bank) Bethesda, MD 2005 – 2007 Mortgage Resolution Coordinator

Citi Mortgage Corporation Frederick, MD 2004 – 2005 Lien Processor

Jun 1985

High School Diploma

James Rumsey Technical Institute Martinsburg, WV MERS (Mortgage Electronic Registration Systems), Greenfield Encompass, Trackvia, FHA Connection, VA Weblgy (VA system), USDA, and EMBTrust system ADDITIONAL PROFESSIONAL EXPERIENCE

EDUCATION

TECHNOLOGIES

Contact this candidate