Customer Service Real Estate

Charlene Watkins

San Juan Capistrano, CA ***** Cell 949-***-****

Email – *************@*****.***

PROFESSIONAL PROFILE

Accomplished Mortgage Banking and Real Estate professional with over 20 years of experience. Proven exper se in senior loan processing, underwri ng, B2B, Correspondence Lending, and pre-funding. Adept at managing seamless workflows, building client rela onships, and delivering excep onal customer service. Highly mo vated, ethical, and adaptable team player with extensive industry knowledge. Key Skills

- Mortgage Banking So ware: Encompass, Calyx Point, Core Blue Sage, Lending Pad, Salesforce MFA

- Regulatory Compliance: Respa Guidelines, TRID, Non-QM, HARP Programs

- Loan Types: FNMA/FHLMC, DU/LP, Refinance, Conven onal, Jumbo, VA, FHA, 203K, Commercial, USDA, Non-QM, Reverse & Jumbo.

- Customer Rela onship Management

- Mul tasking and Organiza onal Skills

- Problem Solving and Aten on to Detail

- Strong Writen and Verbal Communica on Skills

- Team Collabora on and Leadership

PROFESSIONAL EXPERIENCE

March. 2023 –January. 2024

Crestvilla –High-end Senior Living – Laguna Niguel, CA Concierges, Administra on Assistant

- Working with Execu ve Director to ensure all coordina on for all residents. To move- ins, move-outs, and day-to-day administra on needs for the residents are met with high quality.

-Working with the Accoun ng Department to ensure all financial informa on has been entered and accounted for appropriately and to produce consistent and accurate financial repor ng.

- Coordina ng with Ac vi es Director to make a great engagement with senior living care.

- Maintain Resident administra ve files.

- Manage Concierge team & all ac vi es for the Senior living. Such as health needs for the residents.

- Assist Execu ve Director and Repor ng Accountant in developing annual admin budgets.

- Pay pending invoices and make bank deposits.

- Support the planning, organizing, and the implementa on of Senior living. Partner Bank - Newport Beach, CA Jan. 2022 – March 2023 Loan Servicing Department, Sr. Loan Processor

- Executed superior customer service for loan servicing department

- Processed various loan types, ensuring accurate documenta on

- Handled loan payments, advances, payoffs, and reconveyances

- Onboarded new loans and maintained compliance with regulatory requirements Thrive Loan Processing, LLC -Aus n, Texas Dec 2019 – Dec 2022 Contract Sr. Loan Processor Supervisor / Remote

- Calculated and verified borrower's financials, managed loan pipelines

- Collaborated with direct lenders, submited loans for approval

- Supervised a team of 10 remote processors, specializing in various loan types

- Resolved problems, provided superior customer service, ensured compliance with guidelines Premier Lending – Charlote, North Carolina Aug 2018 – Dec 2019 Sr. Loan Processor / Remote

- Documented loans to ensure compliance with regulatory requirements

- Managed a pipeline of up to 60 loans, collabora ng with in-house departments

- Resolved problems efficiently, communicated with various par es, provided superior customer service

- Experienced with LP/DU, Harp loans, FNMA/FHLMC, conven onal, jumbo loans, and commercial loans FlexPoint Mortgage - Newport Beach, CA Feb 2016 – Aug 2018 Sr. Loan Processor

- Reviewed and submited loan files to underwri ng, collaborated with various departments

- U lized Encompass, Calyx Point, Core Blue Sage, and paperless skills

- Maintained communica on with borrowers, prepared GFE for closing, ensured document compliance

- Proficient with Harp 2, open access programs, and various loan types Planet Home Lending Correspondent - Irvine, CA Jan 2013 – Feb 2016 Team Lead Sales Service Representa ve / Sr. Loan Processor

- Managed a fast-paced correspondent division, genera ng daily warehouse funding reports

- Led a team of Sales Service Representa ves, conducted new hire training

- Ensured compliance with TRID and other regula ons, par cipated in system upgrades

- Reviewed closed loan packages for FHA, USDA, VA, 203K, Conven onal, and non-delegated loans Rio De Oro Proper es - Laguna Hills, CA Feb 2009 – Jan 2013 Sr. Loan Processor - Execu ve Assistant - Transac on Coordinator

- Managed correspondence, structured loans, and communicated with borrowers and realtors

- Handled preapproval leters, set up files for disclosures and compliance

- Coordinated with in-house departments, escrow, and tle for smooth closings

- Experienced in FHA, Conven onal, Fannie Mae, Freddie Mac approvals Law Offices of Mr. Cole Walters / Law Firm, San Francisco, CA Feb 2005 – Dec 2008 Loan Mods / Foreclosure’s / Nego ator Sr. Processor - Remote

- Submited loan modifica on packages, nego ated with lenders, and managed a large pipeline

- Ensured compliance with regula ons, understood tax returns and income calcula ons

- Prevented sale dates, provided excellent customer service, adhered to updated guidelines

- Proficient in Calyx Point, Excel, and Microso Word Escrow Factory, Irvine, CA Jan. 2002 – Feb. 2005

Escrow Officer Assistant/ Transac on Coordinator

- Managed client communica on, reviewed documents, prepared loan documents for signatures

- Ensured a smooth closing process by handling lender condi ons and miscellaneous administra ve tasks

- Worked closely with realtors, lenders, and processors for successful escrow transac ons P.S. I have worked in all wet & dry states in the United Sates.

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