Customer Service Relations

Heidi J. Leandro

*** ***** ******, *******, ** **777

*****.*******@*****.*** - 508-***-****

PROFESSIONAL SUMMARY

I am self-motivated and thrive in a fast-paced environment; confident with analyzing sensitive data pertinent to my job and detail oriented. Successful in building strong working relationships and focus on maintaining high-performance standards. I always strive to capitalize on opportunities for learning and improvement…with 25+ years in Banking; Business Management, Credit Analysis, Customer relations, Supervisory, Training

SKILLS & EXPERIENCE AT A GLANCE

· Mortgage Underwriting - Supervisory

· Debt and Credit Management - Management

· Income Review - Cash management

· Legal document review - Relationship Development

· Working in a fast-paced environment - Customer Service & Relations

· Proficient in Encompass, Word, Excell - Multitasking

WORK EXPERIENCE

GOVERNMENT GRANT ANALYST

July 2022 –May 2023

RI Housing, Providence, RI

* CONTRACT POSITION

· HAF was established to mitigate financial hardships associated with the coronavirus pandemic

by providing funds to eligible entities for the purpose of preventing homeowner mortgage

delinquencies, defaults, foreclosures, loss of utilities or home energy services, and

displacements of homeowners experiencing financial hardship after January 21, 2020, through

qualified expenses related to mortgages and housing.

· Perform the credit decision function to ensure that HAF award decisions follow IRS,

federal/state regulations, and program requirements. Approve or deny applications based on

prudent underwriting decisions. Review all legal documents such as Bankruptcy, Foreclosure,

Divorce decrees, Mortgage Deeds/Promissory Notes, etc.

· Work with local and national mortgage servicers to find the best solutions for homeowners.

· Perform special projects and research as assigned.

MORTGAGE UNDERWRITING ANALYST

Oct 2021 – May 2022

First Home Bank, St Petersburg, FL (Remote position)

* LAID OFF IN GOOD STANDING – DUE TO LACK OF WORK AND COMPANY DOWNSIZE

· Proficient in Encompass system

· Proficient in analyzing documents such as Income, Legal documents, Personal and business tax returns, pay stubs, retirement income, etc.)

· Determined credit risks by reviewing credit reports, Appraisals, Titles and internal customer information research from various sources.

· QC Scores greater than 90%; 100% Customer Service Scores; Production greater than 100% of goal

MORTGAGE UNDERWRITING ANALYST II

Oct 2020 to Oct 2021

JP Morgan Chase, Boston, MA (Remote position)

· Proficient in analyzing documents such as Income, Legal documents, Personal and business tax returns, pay stubs, retirement income, etc.)

· Analyzed applicant financial and credit status, evaluating assets and risk to determine loan

feasibility

· Analyzed loan-to-value ratios, debt to income ratios and credit scores to make educated

underwriting decision

· Achieved production goals by developing strong underwriting teams.

RESIDENTIAL MORTGAGE UNDERWRITER

Dec 2018 - Oct /2020

Santander Bank, East Providence, RI

· Reviewed and evaluated loan applications and supporting documents such as income

documentation (Legal Documents, Personal and business tax returns, pay stubs, retirement

income, etc.)

· Analyzed applicant financial and credit status, evaluating assets and risk to determine loan

feasibility

· Analyzed Appraisals, Titles, Credit, Income including self employment

HOME EQUITY UNDERWRITER III

Sep 2017 - Dec 2018

Santander Bank, East Providence, RI

· Reviewed Legal Documents, Personal and business tax returns, pay stubs, retirement income

· Demonstrate sound judgment in the analysis of required documentation while mitigating

organization risk through appropriate decision making

· Exceeded productivity levels established by Management and credit quality standards

ASSISTANT BANKING CENTER MANAGER

Oct 2016 - Sep 2017

Webster Bank-S. Dartmouth, MA

Responsible for assisting with achievement of sales, customer service, P&L management, operations and employee development goals.

Build strong internal/external relationships through ownership of problem solving and follow through.

Promote teamwork and a positive working environment in order to achieve team goals.

Assist branch manager in developing, implementing and managing a detailed business plan and participate in establishing team sales and service goals.

Ensure excellence in customer service and maintain service standards.

Ensure compliance with Federal and State laws as well as policies and procedures.

Maintain a working knowledge of all asset, liability and partner products and services as well as alternative delivery channels.

BRANCH OPERATIONS MANAGER

Apr 2016 - Oct 2016

Santander Bank- New Bedford, MA

Ensures operational integrity and risk management by ensuring that procedural requirements and processes are known

Oversees the staffing, coaching, and performance management of all tellers

Provides a supporting role ensuring platform team members are also aware and adhering to operations policies and procedures

Participate in the daily teller activities needed to meet the demands of the branch including processing teller transactions and performing standard teller activities

Meets established sales goals and acts as a leader in the branch

PERSONAL BANKER III

Sep 2014 - Aug 2016

Santander Bank, Assonet, MA

· Expanded customer relationships by maintaining regular follow-up processes and rapport

· Partnered with loan and mortgage officers and financial advisors

· Delivered high level of customer service and support

· Evaluated customers credit and financial information to control risk related to loans and other

products offered by bank

REAL ESTATE AGENT 2005 to current

HOME EQUITY UNDERWRITER

May 2001 to Feb 2005

Citizens Bank, Providence, RI

· Checked approvals against established bank and government lending standards

· Conducted comprehensive analysis and evaluated risk to control underwriting loss

· Analyzed loan-to-value ratios, debt to income ratios and credit scores to make sound

underwriting decisions.

· Met and exceeded productivity levels established by Management and credit quality standards.

PERSONAL TRUST ADMINISTRATOR

Jan 2000 to May 2001

Citizens Bank - Providence, RI

• Responsible for managing 250+ accounts (cash transfers, wires, check requests, deposits, etc.) • Processing client directed purchase/sale orders of Stocks, Bonds, Mutual funds, and gift transactions. • Assisting the Administrative Officer with opening/closing accounts and monitoring asset delivery status.

MORTGAGE DEPARTMENT SUPERVISOR / MORTGAGE PROCESSOR

Jan 1997 to Jul 1999

St. Anne's Credit Union - Fall River, MA

• Assisted Mortgage Officers with Processing Mortgage applications in a fast paced environment. • Responsible for VOI, VOE, ordering Appraisals and corresponded with Attorneys for closing. • Submitted Inspection Reports on Construction Mortgages for payment disbursements. • Supervised and instructed Loan Center staff in regards to Mortgage and Loan related processing, scheduling and training.

• Provided member services such as opening Equity and Consumer Loans, inquiries on accounts and also cross selling of financial products.

• Exceeded monthly sales protections for Credit Life/Disability Insurance on consumer loans

EDUCATION

Associates in Business Management

Bristol Community College - Fall River, MA

Graduated “2000”

ADDITIONAL LICENSES

MA Real Estate License

2016 to current

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