Quality Control Customer Service
Resume:
Althea Coleman
Mortgage Professional
**************@*****.***
Professional Experience:
Associate- Amazon- Olive Branch, MS April 2023-Present
• Processed and shipped an average of 60,000 packages daily ensuring accurate order fulfillment and on-time delivery resulting in improved customer satisfaction and repeat business.
• Packing merchandise and preparing for shipment.
• Facilitate merchandise quality control.
• Managing daily safety control.
Due Diligence Underwriter/QC-Consolidated Analytics - Memphis, TN June 2021 to September 2022
• Managed daily reporting to Team Lead.
• Managed the review of credit documents, mortgage applications, property appraisals, purchase contracts, title commitments and all early mortgage disclosures for compliance.
• Promoted within 6 months due to strong performance and organizational impact.
• Achieved daily goals review by 100%
Sr. Corporate Trainer II- Source Point Mortgage - Memphis, TN October 2020 to June 2021
• Managed on-boarding for all new employees to confirm associate equipment delivery 100% on the first day of employment.
• Managed system training for newly hired Loan Processors, Customer Service Representatives and Underwriters classes consisting of 25 to 35 employees.
• Managed new employees’ assessment reporting scoring 80% or above.
• Managed training on Conventional, FHA, VA, and USDA loan types. Mortgage Loan Originator- Leaders Credit Union - Bartlett, TN April 2020 to October 2020
• Interviewed applicants to assess their loan needs and advise applicants on available loan options.
• Managed information into the loan system.
• Managed customer information to assure privacy.
• Managed a loan pipeline of 20 to 25 loans per month. Sr. Corporate Processor Trainer II - Evolve Bank & Trust - Memphis, TN April 2016 to April 2020
• Co-ordinated and managed individual and group system training for newly hired Loan Processors, and Originators class minimum 20 employees.
• Managed the On-boarding process of new employees.
• Conducted workload assessments and devised new operational processes that led to a 40% increase in productivity.
• Streamlined production process, reducing costs by 2% and increasing profits by $2 million per year.
Sr. Mortgage Loan Processor Trust Company Bank - Memphis, TN May 2014 to March 2016
• Reviewed and analyzed the financial documents of borrower’s paystubs, bank statements, w2’s tax returns.
• Directed 10 loan officers reviewing and verifying loan applications with supporting documentation.
• Proven ability to effectively communicate with all stakeholders in the transaction as necessary.
• Proven ability to exercise good sound judgement, set priorities, ability to work independently with minimal supervision.
• Initiated request payoff demands, process deposits and administer payment of loan related vendor expense.
• Pre-underwrite loan to assure guidelines are met.
• Review HUD prior to closing.
• Logging new loans.
Loan Operations Specialist- Landmark Community Bank - Memphis, TN June 2009 to March 2014
• Managed operation support within commercial and residential mortgage servicing functions: payment processing, escrow processing payments and file maintenance.
• Facilitated and managed new loan setup into the system.
• Managed payoff quotes processing and ordering of loan files.
• Managed loan file vault, managed loans in process daily reporting.
• Managed reconcile department general ledgers credits and debits.
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