Customer Service Data Entry

COURTNEY THOMAS

San Antonio, TX *****

918-***-**** ad5pdl@r.postjobfree.com https://www.linkedin.com/in/courtneygthomas/ PROFESSIONAL SUMMARY

Motivated and collaborative professional, combining self-drive with a team-oriented mindset. Possesses robust organizational abilities, excels in rapid skill acquisition, and thrives in a dynamic, fast-paced remote work environment adept at handling shifting priorities and evolving needs. I’ve been in the Mortgage Industry for more than 15 years and have excelled in mortgage origination, processing, sales and customer service and most importantly have enjoyed assisting hundreds of customers achieve their dreams of owning their own homes. I have worked remotely for the past year and have been able to work under pressure, independently and multitask as needed.

● FHA Connection

● P260

● Process Development

● Data Entry

● HERMIT

● QC Loan Pipeline

● SMART

● FHA Origination

● Negotiation Skills

● SALESFORCE

● Cross-Functional

Leadership

● Microsoft Office

● Coaching/Mentorship

● Sales

● Public Trust Security

Clearance

EDUCATION

NMLS licensed -#1055292

I have taken several courses and licensing classes to obtain my mortgage origination license and have around 300 hours of college work.

Professional Background

06/2022 - Current - Customer Service Rep.- Mortgage Origination Specialist, Leidos Inc.

• Use my knowledge of the mortgage industry to locate answers in a knowledge database to assist incoming callers

• Keep up to date on FHA Mortgage procedures

• Provide exceptional customer service answering a variety of calls from the lending industry and the public related to FHA guidelines, HUD Secretary held liens, Housing Assistance and Technical Support

• Utilize strong verbal and communication skills under a sometimes fast moving environment

• Problem solve to assist customers with pending issues and concerns

• Work to diffuse disgruntled customers and rectify their issues while maintaining world class customer service 12/2018 - 02/2022 - Sr. Home Lending Advisor, JPMorgan Chase

• Meet with clients and discover their potential home lending needs and served as customers' chief point of contact throughout the life of the loan

• Meet with Real Estate Agents to facilitate ‘Lunch n Learns’ to educate them on the loan programs I had to offer

• Guide New homebuyers on the process of how to purchase their first home, maintain and retain it with Homebuyer Seminars

• Ensuring 100% accuracy, recognize and understand different borrower revenue types and sources, collect and review property, asset, credit and income documentation to provide a pre- approval to home buyers

• Maintain a working Knowledge of FHA, VA, FNMA, and FHLMC guidelines

• Maintain a working knowledge of post-closing protocols including RESPA, TILA and Reg. Z

• Partner with Settlement and Title agents to guide the loan from pre-approval to closing in an ever-changing environment

• Continuously create an outstanding customer experience by utilizing centrally managed direct mail, media advertisements, cross-sell efforts

• Funded over $1.2 million in loans in 2021

• Provide excellent customer service by effectively communicating and cooperating with all clients, internal and external

03/2018 – 12/2018 – Assistant Loan Manager, Texas Champion Bank, San Antonio, TX

• Greet bank clients - Provide a great first impression for guests entering the bank

• Prepares the loan package for processing with the Small Business Administration (SBA)

• Prepared the Application and Closing documents to be executed

• Service the Small Business Loan package once financing has been attained by processing payments, advancing funds, making authorized changes to the account or re-structuring of the business loan

• Check third party sources for information accuracy, government watchlists, etc.

• Created and maintained monthly reporting for all loans currently in the pipeline using Ticklers

• Assisted in preparing personal financial statements and loan ‘write-ups’ for clients

• Maintain constant contact with clients while providing excellent customer service

• Provide excellent customer service by effectively communicating and cooperating with all clients, internal and external

12/2015 – 6/2017 – Senior Mortgage Analyst, Sandy Spring Bank, Columbia, MD (following a promotion)

• Acquire borrower documentation through clear and concise written and verbal communication for Conventional, FHA, VA, purchase, and refinance transactions in a manner that is consistent with all company policies and procedures as well as all regulatory requirements

• Acquire third party documentation for Conventional, FHA, VA purchase and refinance transactions

• Assist in securing financing for many first-time home buyers through the assistance of Virginia Housing Development Authority (VHDA), Habitat for Humanity, Federal Home Loan Bank of Atlanta (FHLB), Department of Housing and Community Development (DHCD) & Greater Washington Urban League Housing Development (HPAP) programs

• Complete reviews and updates to Automatic Underwriting (AUS), Title, Appraisals, Transcripts, Loan Package, CD/HUD-1, 3rd Party requests, and Disclosures

• Provide superior customer service and offer the best client experience to my borrower’s

• Create and revamp procedures already in place as well as help to create new procedures and processing manuals still in place

• Provide excellent customer service by effectively communicating and cooperating with all clients, internal and external

• Continuously identify inefficient procedures and make changes as needed 10/2015 – 12/2015 – Loan Sales Assistant/Mortgage, Sandy Spring Bank, Columbia, MD

● Partner with Loan Officers, Borrowers and Underwriters in setting up complete and accurate loan applications

● Process loan documentation

● Keep constant line of communication with underwriting, Settlement Services and Closing

● Assist in the Settlement of various secondary financing and Housing and Community Development homes 3/2013 – 10/2015 – Associate Loan Officer, NVR Mortgage INC., Columbia, MD

● Assist in setting up complete and accurate loan applications and process loan documentation

● Guide new home purchasers through the loan process from loan application to loan approval and settlement

● Maintain an understanding of all loan programs and underwriting guidelines to best fit the borrower

● Provide customer service to not only the borrower but the builder and sales representatives as well

● Recognize and track my expected QC Scores, Customer Service Ratings, Performance and Branch Plan on a weekly and monthly basis

● Maintain computer literacy and up to date with all Microsoft applications

● Continue a good understanding of the home building process from start of construction to settlement

● Able to effectively identify inefficient processes and implement changes needed to improve them.

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