Loan Processing / Customer Service Advocate

Leah Gannon

LOAN PROCESSING ASSISTANT CUSTOMER SERVICE ADVOCATE

Matoon, IL 217-***-**** ************@*******.*** Objective

I am a motivated fast-paced individual with exemplary customer service and communication skills. I am an accelerated learner with the ability to multitask without compromising quality or attention to detail.

Experience

Business Development Representative Pilson Auto Centers Mattoon, IL 03/2024 - 06/2024

Communicate effectively with internet customers and prospects according to their preferred method of communication (phone, chat, email or in person) Handles all incoming phone calls and internet leads. Maintains CRM information. (Car now, lot walk Dealer Socket) Confirm sales appointments

Perform long-term follow-up on all unsold customers (e.g., internet leads, showroom visits, and incoming calls)

Generate repeat business by reaching out to current customers and ensuring complete satisfaction.

Accurately obtaining and logging customer sources

Nail Technician Self-Own Business Scottsdale, AZ March 2018 – October 2023 Work with clients to shape and beautify their nails. Manicure and Pedicure.

Nail enhancements

Acrylics

Gel nails

Gel nail polish

Builder gel nails

Set appointments

Keep track of inventory

Wealth Ability Customer Service Specialist Tempe AZ December 2022 - February 2023

Receive and process very sensitive documents like tax returns. Mastered the ability to identify the documentation received from our customers. Customer Relationship Management (CRM) system to organize and manage client activity, schedule appointments, and compile documents from prospective clients as well as ensuring that tasks or actions are fully resolved within our policies and procedures.

Coordinates the scheduling for sales calls and collects documentation from the caller to attach to their CRM record

Supports the post-sale process by creating and sending client engagement letters, service descriptions, and scheduling follow-up interactions (phone call/video conferencing) as requested by the sales team

Responds timely to prospect, client, and customer inquiries via telephone or email or forward to the appropriate contact

Processes payments for services and products

Maintains the CRM database by keying prospect information and updating customer records

Utilizes the CRM database to collect and analyze data Manages daily tasks within the CRM database

Effectively communicates and/or coordinates with other internal departments regarding product availability and delivery, prospect consultation scheduling, and customer information updates

Manages book inventory and leads in mailing books to clients Assists customers in navigating their online account(s), providing product order information and fulfillment update

Expediently assists in finding resolution for customer services issues Submits recommendations for quality of service & process improvements to increase value to customers and improve accuracy and efficiency of department and entire operation

Satisfies all internal training requirements to continue professional development Performs other related duties as assigned

Service-oriented and able to resolve customer grievances. Northern Trust Bank Scottsdale, AZ March 2022 - August 2022 Loan Processing Specialist responsibilities.

Master Knowledge of FIS servicing loan platform.

Insurance, escrow and tax experience related to real estate secured loans. Understanding of regulations related to flood insurance. Quality control and audit experience with loans.

Excel skills.

Ability to learn quickly and multi-task between systems and assignments. Provides administrative and operational assistance to loan processing team, insurance/escrow/tax team and quality control.

Support loan processing, quality control or IET team. Help support backlog and other ongoing initiatives depending upon company needs. MUFG Union Bank Tempe, AZ April 2020 to April 2020 Mortgage Loan Processing Assistant responsibilities Provide support to one or more Loan Processors and perform various clerical and technical support functions.

Assist loan officers with creating, collecting, and processing paperwork. Completeness. Complete due diligence and basic paperwork on loan applications, contracts and renewals.

Return phone calls and answer questions, including the status of loans. Review application prepared by mortgage consultant for completeness. Input application into Empower to start the application process. Contact borrowers for missing documentation or other information needed for underwriting.

Assist mortgage consultant with obtaining, organizing, and submitting underwriting conditions.

Coordinate with the underwriter and processor on the particulars of the file and ensure timelines are met.

Effectively use reports and ticker system to effectively manage loans and prioritize daily workflow.

Follow up on documents ordered within a timely manner (24 hours). Communicate and respond to processors as well as other internal customers (Loan Consultants) and external customers (3rd party vendors) (generally within 2 hours). Become proficient with document management system and update all information appropriately and accurately in system.

Utilize funding reports to obtain funding conditions (LQI, MERS, LDP/GSA, Verbal VOE) in a timely manner (generally 48 hours prior to funds ordered date). Perform other related duties as assigned and required. Wells Fargo Auto Chandler, AZ April 2019 - March 2020 Client Service Consultant 1 is responsible for supporting internal and external customers by providing support services in account management, operations, documentation, customer service and technical support. Communicating with clients regarding billing, account questions, and account transactions.

Researching and resolving problems identified by customers. Offering products and services to customers based on their needs and making customer calls with relationship managers.

Preparing documentation checklist, documents, reports and other items. Orient new and existing clients by conducting client training on client products, services, company policies, procedures and regulations.

May provide technical support on Wells Fargo web sites and web site training for clients.

loanDepot, LLC Scottsdale, AZ November 2017 to March 2018 Re-disclosure Specialist Work with the loan officers, processors and title companies to review files for compliance of TRID and RESPA LE/CD requirements. Making sure

“Change in Circumstances”, including Valid vs. Invalid change of circumstance reasons are accurate on all loans, including conventional and government loans. Audit file for completeness and accuracy to ensure compliance before sending out initial disclosures and Loan Estimate.

Prepare LE and confirm fees and pricing are accurate, and release to borrowers via e - Sign.

Track disclosures that need to be sent via e-sign portal or paper fulfillment as appropriate.

Monitor Change of Circumstance requests and ensure re -disclosures and COC notices are in compliance and issued within required time frames. Maintain efficient levels of service and comply with regulatory timelines associated with the completion and dissemination of loan disclosures. Prepare initial Closing Disclosure, ensuring all fees are accurate, and send to borrower via e -Sign.

Prepare Post Consummation Closing Disclosure, ensuring all fees are accurate and that all fee variances are cured.

Request and forward refund checks to borrower with PC CD. Imortgage Scottsdale, AZ April 2015 to November 2017 Imortrgaeg, Inc. was bought by loanDepot, LLC

Assistant Loan Processor I worked with loan processors to review borrower files, perform various support and administrative tasks, and prepare and distribute marketing materials.

I also work to ensure timely and correct documentation for both the lending institution and title company.

Assist loan officers with creating, collecting, and processing paperwork. Complete due diligence and basic paperwork on loan applications, contracts and renewals.

Ascertain information from file (independently) to place orders from third party vendor within a timely manner (generally 24 hours).

Order following documents: VOD, VOE, Verbal VOE, VOB, VOR, VOM, EOI, 4506t & Rapid Reporting, Appraisals, Flood Cert, SSA-89, Condo Docs, FHA/VA documents

(LDP/GSA, case numbers, etc.) and MERS as needed for each file. Effectively use reports and ticker system to effectively manage loans and prioritize daily workflow.

Follow up on documents ordered within a timely manner (24 hours). Communicate and respond to processors as well as other internal customers (Loan Consultants) and external customers (3r d party vendors) (generally within 2 hours). Become proficient with document management system and update all information appropriately and accurately in system.

Utilize funding reports to obtain funding conditions (LQI, MERS, LDP/GSA, Verbal VOE) in a timely manner (generally 48 hours prior to funds ordered date). • Perform other related duties as assigned and required.

Education

San Juan High School – Diploma

Scottsdale Community College

Business Writing

Skills & abilities

• Management

• Problem solving

• Communication

• Leadership

• Fair Housing Regulations

• Document Management

• Document Management Systems

• Nail Care

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