Customer Service Quality Control

PATRICIA A. MOHS

Apple Valley, MN ***** 952-***-**** *******@*******.***

Highly Motivated, Self-Starter with Broad Experience in Mortgage Banking, from Processing, Closing, Post- Closing, and Customer Service

Excel in closing mortgage loans, submitting to investors for purchase. Work with high-volume pipeline in detail-oriented, fast- paced environments, with extensive transferable experience. Problem solve and meet deadlines through effective customer service, computer, and training skills. Produce quality results and satisfied customers through upbeat, positive attitude. Communicate with excellence and collaborate well with processors, loan officers, and title closers. Improve processes to maintain organized work environments by implementing review checklists and manuals for new employees. 1/2018-7/2020

Sends out welcome email to customer asking for items requested through DU/LP underwriting.

Follows up with customer on documents requested and e-signing of disclosures.

Calculates income from paystubs/W2’s received.

Make sure assets and income matches what loan officer has entered on the loan application.

Do a quality control of the information entered by the loan originator in Encompass.

Orders title work.

Run loan beam for calculating self-employed customers income.

When ready, submit file to processing department. 2/2018-9/2018

Ancona Title and Escrow, Lakeville, MN

Internal Closer

• Review files for accuracy after receiving purchase agreement and closing schedule

• Review and clear items on title commitment

• Prepare preliminary CD and sent out to lenders, sellers closers, agents

• After receiving figures from lender and sellers closer prepare final CD and balance with lender

• Prepare title documents for doc presenter and assemble with lender package

• Send funding documents to lender and package up closing package to deliver to lender PHH HOME LOANS, Eagan, MN

Post-Closing Bond Specialist 2010 – 2017

Review bond closing and CD prior to closing, ensuring accuracy.

Review bond closed loans, submitting to appropriate investors and bond agencies.

Clear all deficiencies prior to purchase, resulting in accurate and timely purchase of loan.

Perform closing / credit file checks, confirming information complied with internal and investor requirements / criteria.

Interact with closers, processors, title companies, and borrowers, correcting errors or obtaining missed signature(s).

Achieve purchase of loans by utilizing professional communication and customer service skills, meeting investor criteria.

Utilize Encompass database on regular basis.

Gooi Mortgage, Inc, DesMoines, IA - Remote

Loan Processor

PROFESSIONAL EXPERIENCE

• Prepares and send initial and re-disclosures

• Orders third-party services

• Reviews documents (credit, income, assets, title and appraisal)

• Gather missing documents and prepare file for Underwriting

• Reviews Automated Underwriting findings and underwriting conditions

• Prepares files for closing

9/2020-Present

TCF Home Loans Eagan, MN

Loan Officer Assistant

THE BUSINESS BANK dba PRIME MORTGAGE, Minnetonka, MN Closer / Post-Closer 2007 – 2010

Reviewed completed closed loan package for quality control and follow up.

Shipped closed loan files to investors, complying with investor requirements.

Cleared suspense items prior to purchase by investors.

Followed up with closers, processors, and title companies, obtaining missing documentation, ensuring accuracy for investor purchase.

Conducted compliance review of appraisal, title, locks, closing conditions, and pre-funding CD (HUD Settlement Statement).

Coordinated loan funding, reserving, releasing, and balancing wired funds. PROFESSIONAL DEVELOPMENT

Courses:

Mortgage Loan Closing Processing A to Z

Commercial Loan Finance Regulatory – Fraud, Ethics, and Customer Service

Commercial Loan Servicing Minnesota Housing Finance Agency TECHNICAL SKILLS

Encompass Microsoft Office

Notary Public

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