Loan Officer Mortgage Processor
Resume:
MELISSA
PORRAS
*********@*******.*** 720-***-****
Springhill, FL 34609
Zion Bancorporation - Mtg Specialist/Processor VI rehire 8-2020/6-2024
EXPERIENCE
Perform daily proactive pipeline management, communicate with customer and Loan Officer consistently and effectively, while providing excellent service
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Maintain contact schedule with customer and Loan Officer, updating loan record on all communication, communicate effectively and build relationships internally between the closing, UW, VC, set up, and lock desk department
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Set expectations, provide timely status updates, and establish deadlines for customers on returning conditions, coordinate all customer activity to meet desired closing date
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Manage a pipeline of loans driving activities to meet the customer's expectations and to meet an on time closing, effectively manage and own your OES work queue ensuring queues and activity timelines are met
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Re structure, re-price transactions with the Loan Officer that do not meet underwriting guidelines, Audit conditions prior to file submission to underwriting to confirm the meet requirements
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Assist clients with loan level questions and concerns, Review reporting to target loans in the pipeline that need special attention
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Deliver clean, complete and accurate files to both underwriting and closing, communicate effectively with clients, customers, and vendors with licensable parameters, while performing the duties of this position, the employee will view, have access to, and work with confidential financial data
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The employee in this position must adhere to strict confidentiality policies and procedures
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Reduced processing time with the application of automated systems, resulting in faster turnaround times for clients
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Utilized advanced problem-solving skills to identify and correct discrepancies within processed documents, enhancing overall data integrity
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• Maintained accurate records and ensured timely completion of all Dedicated and articulate individual
adept at analyzing loan
applications, assessing
creditworthiness and closing loans.
Experienced in providing financial
advice, developing loan
agreements and navigating the
loan process. Committed to
excellence and ensuring a positive
experience for every client.
PROFESSIONAL
SUMMARY
South Central Career College
01/2001
Business/Secretarial/Accounting
/Travel
Gering High School
Business/Secretarial/Accounting 1
& 2, Shorthand 1 &2
EDUCATION
SKILLS
• Risk Assessment
• Credit analysis
• Analyzing Data
• Data Collection
• Documentation Review
• Quality Assurance
• Application Review
• Data Interpretation
• Risk Mitigation
• Time management
• Organizational skills
• Customer service
• Industry knowledge
• Documentation Management
• Customer Relations
• Teamwork and Collaboration
Working with Realtors, Sales, Title Co, Homeowners Agents and any outside vendors.
Urban Lending - Processor VI Mg Specialist/Underwriter3/QC 10/20
04/2011 - 10/2016
necessary paperwork
Enhanced team collaboration, sharing best practices for efficient processing techniques
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• Received and reviewed incoming documents and materials Interacted regularly with peers and management to pursue continuous improvement of facility operations and promote teamwork-focused environment
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Entered data into computer tracking system and filed paperwork according to procedures
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Increased productivity by effectively managing workload and prioritizing tasks.
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Responsible and accountable to handle all non-bankrupt Ultra High/High risk delinquent accounts in accordance with all investor and insurer regulations and guidelines to prevent foreclosure or financial losses to the investor and/or Aurora Loan Services
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Job responsibilities include following all state and federal laws in accordance with the Fair Debt collections Practices Act
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Worked in a fast-paced default call center environment, worked on all non-bankruptcy delinquent accounts handled accounts in loss mitigation and foreclosure workstation, worked on outbound repay plan and foreclosure campaigns
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Delivered superior customer service, handled promise to pays and asked difficult probing questions regarding the delinquency
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Conduct interviews and obtain customer financial information, setup repayment plans for up to 12 months
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Was able to explain loss mitigation options in detail as well as sound understanding of loss mitigation package status, was able to review and understand all documentation provided, was able to ensure all contact codes and supporting comments are documented on every loan
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Read payment histories and handled payment disputes, explained home retention options in detail and provide packages
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Demonstrate advanced knowledge of default/foreclosure timelines
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Ensure compliance with all investor/insurer, federal and state regulations, company policies, procedures and guidelines
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Managed high call volumes while providing exceptional customer support and maintaining professional composure
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Handled escalated calls professionally, effectively resolving complex issues and always ensuring client satisfaction
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Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers
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Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner
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Responded to customer calls and emails to answer questions about products and services
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Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions
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• Adhered to company policies and scripts to consistently achieve Check Into Cash - Check Cashing Manager
Denver, CO • 09/2015 - 09/2016
call-time and quality standards
Placed outbound customer service or customer satisfaction calls to follow up on issues
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Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations
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Underwriter insurance applications for compliance, assesses clients' backgrounds and financial status, collaborates with specialists to gather information, and determines underwriting alternatives
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They draw up quotes, negotiate specific policy terms, and maintain detailed records of policies underwritten
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Their goal is to balance risks, maintain profitability for the insurer, and ensure compliance with applicable insurance laws
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• Proven insurance underwriting experience
Hands-on experience with “smart systems”, analytical tools and statistical packages
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• Sensible judgement and attention to detail
• Confident decision-making skills
Excellent knowledge of insurance policies and ability to relate policy provisions to the loss exposures
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• Proven numeracy and statistical skills.
Mentored and trained new employees on company policies and procedures.
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Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.
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Managed daily operations including scheduling and budgeting, exhibiting excellent multitasking capabilities.
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Coached and motivated team, driving sales and delivering exceptional customer service.
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Offered constructive feedback to team members, boosting overall job performance.
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Developed personal growth opportunities, empowering employees to produce results and meet goals.
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Reduced workplace safety or health hazards by enforcing work practices and procedures.
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Fostered positive relationships with clients through proactive communication tactics.
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• Delegated tasks, freeing up time to focus on higher-value activities. Coordinated with vendors to ensure timely delivery of goods and services, illustrating adept negotiation skills.
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Created weekly schedules based on predicted staffing needs, budgets and employee requests.
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Administered bookkeeping functions to generate invoices and handle accounts payable and receivable.
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Reviewed monthly financial results with partners to identify opportunities to improve profitability.
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References available upon request
REFERENCES
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