Pamela K. Troglin

Mooresville NC ***** 704-***-**** ad3xmz@r.postjobfree.com

www.linkedin.com/in/pamela-troglin-91a2252a0

Commercial and Mortgage Loan Analyst with extensive experience in root cause analysis. Proven history of improving processes and building strong relationships, both internally and externally, while keeping the customer at the forefront. A strong collaborator with exceptional verbal and written communication skills. Excel in high-pressure, deadline-driven environments with great attention to detail. Core competencies: Customer Service Liaison Multilevel Communication Escalation Remediation Leadership Root Cause Analysis Document Reviewer Operational Risk Loan Origination Closing, Funding & Treasury Reporting & Business Analytics Critical Thinker Problem Solving EXPERIENCE

Wells Fargo Bank, N.A., Charlotte NC July 2021 – November 2023 Communication/Remediation Analyst

Drove crisis intervention on Communication Escalations, promptly addressing escalated support requests from Fulfillment to ensure seamless loan progression through funding.

• Familiarity with complex commercial real estate loan documents as well as pooling and servicing agreements. Experience with various legal documents and agreements involved in commercial real estate financing transactions, asset-based lending, mortgage lending, particularly in the context of securitization.

• Proactively engaged in internal and external communication of actual and potential hard stops of loans at various stages, leveraging problem-solving expertise to overcome obstacles and prevent future escalated support requests.

• Promptly researched and remediated issues caused by policy and procedure constraints or gaps, maintaining time constraints.

• Served as liaison between and work collaboratively with Sales, Legal, Control and Risk Management, Technology, and various Operations and Team Members as necessary to meet customer needs and ensure a white glove experience.

• Initiated multilevel cross communication by collaborating with stakeholders to streamline complex loan review and resolutions.

• Conducted thorough research and root cause analysis to pinpoint causes of client complaints, offering actionable insights to Executive Office representatives for informed decision-making.

• Proactively managed cross-functional projects and monitored complex loans and communicated any potential operation risk to Senior Leadership.

• Demonstrated thorough reviews of legal documentation, variety of portfolios, trades, title insurance, appraisals, insurance statements, modifications, payoffs for clean Underwriter review submissions and ensure no gaps in customer process.

• Actively communicated with the Executive Office to resolve customer complaints through thorough research of the loan and resolve any constraints, mitigating risk and ensuring company compliance. Wells Fargo Bank, N.A., Charlotte NC January 2015 – July 2021 Loan Closing Specialist

Performed customer-friendly approvals, ensuring a seamless mortgage experience. Managed a complex pipeline, while multitasking and prioritizing daily duties while meeting the expected close on time date.

• Wells Fargo National Top 10 Closer, closing and funding over 100 loans per month with 100% quality work.

• Reviewed and analyzed legal documentation such as military documents, condo & flood disaster, personal and commercial appraisals, trusts, closing letters, title insurance, credit bureau reporting, insurance policies, financial statements, profit & loss statements, 1099s any related subordinate debt, and payoffs, notes and portfolios for asset-based lending, commercial lending, construction investments, mortgage lending any related subordinate debt, and payoffs, notes and portfolios.

• Effectively communicated with title vendors, realtors, and attorneys to ensure clear title of liens, judgments, encroachments, payoffs, notes, schedule closings, balance closing disclosures, prepare and release of the closing package, and balance wire transfers, disbursement of funds.

• Made independent judgment calls based on regulatory knowledge, while handling information professionally and confidentially.

• Adhered to and interpreted policies, procedures, and compliance requirements, enhancing operational proficiency.

• Accomplished the ability to multitask while handling transactions, paying close attention to detail, resulting in effective cash balancing with no out-of-balances on final Closing Disclosures and wire transfers.

• Exceeded all company requirements for customer loyalty, while meeting all quality assurance policy and procedures while mitigating risk.

• Certified in legal process and review of Construction Loans, Trusts, NY CEMA Closings, FHA/HUD, VA, BOND, Freddie Mac and Fannie Mae loan closings, adhering to all policies and procedures to ensure saleable loan approvals that meet compliance requirements.

Wells Fargo Bank, N.A., Charlotte NC August 2012 – January 2015 Loan Document Specialist 4

Expertly processed FHA, VA, Bond, Refinance, Conventional and Non-Conventional Mortgage, Commercial Construction loan applications, helping customers to achieve financial success.

• Meticulously organized and structured a high volume of applications, ensuring swift and precise communications that propelled successful outcomes.

• Maintained compliance with federal and state regulations, fortifying business integrity and cultivating strong customer service relationships.

• Analyzed customer financial statements, tax reporting (1099, 1099-INT, 1099-MISC, 1099-B, 1042-S, IMY), appraisals, credit bureau reports, any related subordinate debt, and payoffs, notes and portfolios, title commitments, tax documentation, collateral, and insurance policies prior to submission to Underwriting for complex loan approvals. Used online systems to process daily transactions and exercised good judgment to monitor for potential fraud.

• Consistent and on-time communication with customers during the loan approval process. ADDITIONAL RELEVANT EXPERIENCE

Mooresville Christian Academy, Mooresville NC

Administrative Manager

Precision Die Cutting, Inc., Charlotte NC

Office Administrator

Record Data Title Agency, Charlotte NC

Title Insurance Underwriter and Department Supervisor TECHNICAL SKILLS

Microsoft Office – Word / Excel / PowerPoint / Outlook / Teams / SharePoint Core LIS Tableau Advanced Mortgage Industry Systems