Loan Processor Customer Service

Deneska Graves

MORTGAGE LOAN PROCESSOR CLAIMS SPECIALIST CUSTOMER SUPPORT ANALYST

Houston, Texas 614-***-**** ad5wnk@r.postjobfree.com

PROFESSIONAL SUMMARY

Result-Driven and Detailed Loan Processor with over twenty years of experience protecting the credibility of the organization while providing quality assistance to customers. Adept at supporting senior leadership, loss mitigation, underwriting, legal operations, and managing loan officer teams and insurance claims in a fast-paced environment. Ability to successfully analyze, evaluate loan applications and write final contracts. Cultivating trustworthy relationships while abiding by all regulations, procedures and laws. SKILLS

Excellent Customer Service

Written and Communication

Organizing and Multitasking

Critical Thinking/Problem Solving

Project Management

Time Management

Loan Management Software Proficiency

Property Fire & Claims Casualty

Analytical Thinking

Risk Assessment

Regulatory Compliance

Loan Documentation

Collaboration

PROFESSIONAL EXPERIENCE

STATE FARM FIRE & CASUALTY COMPANY

DEPLOYABLE CLAIMS ADJUSTER 06/2023 –05/2024

Highly motivated and resilient work ethics. Excellent interpersonal skills dealing with co-workers and clients Proven ability to work well in stressful situations while maintaining excellent character, organization and working independently remote or different locations. 90% travel time to sites with the physical abilities to carry and access roof with ladder to conduct thorough property inspections.

● Write accurate estimates to capture the extent of damages to policy policyholder’s dwelling.

● Settle claims promptly and fairly, adhering to policy holder’s policies.

● Handles claims, collaborates with vendors, and contractors, and communicate with customers

● Participated in online meetings and training virtually

● Ability to multitask, pay close attention to details, and excellent problems solver,

● Processed property total loss claims in excess $1,000,000 .00.

● Identified and collected evidence and determined value to property claims to properly assess damages.

● Served as subject matter expert in Claims Investigation Strategies and Relationship Building.

● Presented VIP and valuable asset property files to Senior and Executive Level Management for claims negotiations and settlements.

● Completed required investigations on referred files within established timeframes.

● Recommended punitive action on fraudulent claims.

● Carefully reviewed claim information to verify accuracy and avert fraudulent claims. FREEDOM MORTGAGE

CUSTOMER ADVOCATE SENIOR LOAN PROCESSOR 08/2021 –08/2022 High performer that fostered positive relationships with customers, realtors, internal teams, and external partners.

● Reviewed and processed an average of 50 loan applications per month, resulting in a 90% loan approval rate and a 5% increase in loan volume.

● Developed and maintained positive relationships with borrowers, lenders, and other parties, resulting in a 15% increase in customer satisfaction and a 10% increase in referral business.

● Identified and resolved loan processing issues, resulting in a 20% decrease in loan processing time and a 10% increase in loan officer productivity.

● Communicated underwriting conditions for FHA, Conventional, and VA loans.

● Evaluated credit histories, gathered client information, and reviewed documentation.

● Requested payoffs, insurance declarations, and employment verifications. JP MORGAN CHASE

SENIOR LOAN PROCESSOR 04/2016 –03/2021

Need to update

● Processed an average of 80 loans per month, consistently exceeding team targets by 20%

● Assisted loan officers with tasks to complete and process applications.

● Collaborated with title companies and attorneys for mortgage loan closings.

● Demonstrated excellent communication, customer service, and organizational skills.

● Followed company policies and adapted to changes in a fast-paced environment.

● Maintained a 98% accuracy rate in loan documentation and data entry

● Reduced loan processing time by 30% through implementing new workflows and automation tools JP MORGAN CHASE

AGENCY RELATIONSHIP LIAISON, EXECUTIVE OFFICE 06/2011 –04/2016 Extensive experience in

● Scored 100% on case audits and call quality for six consecutive months.

● Assisted management with OCC-required projects and deadlines.

● Explained modification denials to government agencies through weekly calls.

● Collaborated with underwriting, loss mitigation, legal, and internal partners.

● Managed relationships with government agencies, including Attorney Generals and Congressional Offices.

● Delegated and executed with urgency, providing final resolution letters within 30-45 days. JP MORGAN CHASE

CUSTOMER SERVICE AND SALE REPRESENTATIVE 05/2009 – 06/2011 Diligent Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Able to enhance customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

● Handled approx high volume inbound calls regarding mortgage servicing inquiries.

● Researched and resolved customer problems leading to proposing solutions.

● Contributed 35% of workload to research projects and exceeded quality monitoring goals by 97%.

● Assisted with homeowner's insurance claims endorsements. EDUCATION, CERTIFICATIONS AND QUALIFICATIONS

Franklin University, Columbus, OH

Bachelor of Business Administration, Coursework (2005-2006) Columbus State Community College, Columbus, OH

Real Estate Courses and Business Courses (2003-2005) DeVry Institute of Technology, Coursework in Business Information Systems Ehove Career Center, Milan, OH

Medical Office Technology, Medical Office Technology Certification (1995-1996) Continuing Education in Lending Guidelines and Real Estate (Ohio Division of Real Estate) NMLS #1488766 Registration

Licensed Texas and 13 states All Lines of Business Claim Adjuster Studying for Texas SalesPerson License

TECHNICAL SKILLS

Microsoft Office Suite Zoom MPX Xactimate SharePoint MSP Customer Assist Meets Outlook

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