Customer Service Mortgage Loan
Resume:
Monica Thomas
***********@*****.***
Cell: 904-***-****
● Highly Motivated Teller II in a fast paced bank environment to provide top quality customer service.
● Dedicated Home Service Specialist with 9+ years of experience in Mortgage Frontline, underwriting, and processing to ensure adherence with Federal and State guidelines.
● Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies. Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Retail Operations Management
Customer Satisfaction Enhancement
Inventory Integrity
Mortgage Frontline Underwriting
Teambuilding & Training
Cost-Reduction Strategies
Analyzing Daily Periodicals
Professional Experience
Computershare Mortgage
Mortgage Loan Processor III, December 2020-Present
● Liaison with Account Managers to ensure clear communication for underwriting and documentation needs to resolve problems with clients
● Responsible for calculating borrowers income and debt-to-income ratios adhered to underwriting guidelines to fulfill requirements
● Maintained and cultivated an effective working relationship with both internal and external customers to achieve highest satisfaction rating
● Responsible for obtaining and interpreting Automated Underwriting Decision Results, review and meet all FHA Connection (appraisals, Social Security Validation
● Requested documentation in order to strengthen file and quality assurance to meet sell ability
● Review and approve third party documents (Purchase Contracts, Title Appraisals, Income, Assets, 1003 & 1008 applications, Credit reports)
Digital Risk
Senior Mortgage Loan Processor, August 2020-November 2020
● Liaison with Account Managers to ensure clear communication for underwriting and documentation needs to resolve problems with clients
● Responsible for calculating borrowers income and debt-to-income ratios adhered to underwriting guidelines to fulfill requirements
● Maintained and cultivated an effective working relationship with both internal and external customers to achieve highest satisfaction rating
● Responsible for obtaining and interpreting Automated Underwriting Decision Results, review and meet all FHA Connection (appraisals, Social Security Validation
● Requested documentation in order to strengthen file and quality assurance to meet sell ability
● Review and approve third party documents (Purchase Contracts, Title Appraisals, Income, Assets, 1003 & 1008 applications, Credit reports)
Maximus
Customer Service Representative
CSR 1 October 2019- Present
● Provide knowledgeable responses to telephone inquiries in a courteous and professional manner
● Taking payments calls and notating the account regarding the payment Process Credit Bureau Requests
● Utilize writing standard process and procedures
● Address calls regarding default resolutions or repayments and Treasury Program (TOP)
● Support contact center expectations as as departmental and corporate policies and procedures
● Maintain appropriate documentation of phone inquiries and correspondence tasks
● Utilize available systems and knowledge-base and standard technology such as web or email and phone
● Refer escalated calls to appropriate levels as needed Kitty’s Custom Cleaning
Technician Team Lead, August 2018- March 2019
● Thoroughness and commitment to ensuring spaces are ready for the next day, including taking out trash, tidying, rearranging furniture, and wiping surfaces as needed
● Sweeping and mopping of floors, as well as vacuuming carpets
● Sanitizing all of bathroom facilities including toilets, sinks, and showers
● Restock necessary items (e.g. soap, paper products)
● Cleaning of mirrors and windows as needed
● General services and maintenance, such as watering plants, sweeping entry areas, cleaning glass doors at entrances
● Lockdown facilities at the end of day including locking doors, closing windows, and setting alarm Salvation Army
January 2018-July 2018
Cook
● Set up and stocking stations with all necessary supplies
● Preparing food for service (e.g. chopping vegetables, butchering meat, or preparing sauces)
● Cooking menu items in cooperation with the rest of the kitchen staff
● Answer, report and follow executive or sous chef’s instructions
● Clean up station and take care of leftover food
● Stock inventory appropriately
● Ensure that food comes out simultaneously, in high quality and in a timely fashion
● Comply with nutrition and sanitation regulations and safety standards
● Maintain a positive and professional approach with coworkers and customers Everbank U.S.- Jacksonville, FL
Processor III, 07/2016- 11/2017
● Liaison with Account Managers to ensure clear communication for underwriting and documentation needs to resolve problems with clients
● Responsible for calculating borrowers income and debt-to-income ratios adhered to underwriting guidelines to fulfill requirements
● Maintained and cultivated an effective working relationship with both internal and external customers to achieve highest satisfaction rating
● Responsible for obtaining and interpreting Automated Underwriting Decision Results, review and meet all FHA Connection (appraisals, Social Security Validation
● Requested documentation in order to strengthen file and quality assurance to meet sell ability
● Review and approve third party documents(purchase Contracts, Appraisals, Income Assets) TD Bank U.S.- Jacksonville, FL
Teller II, 09/2013- 7/2016
● Work in a fast paced environment offering financial solutions for personal and business clients both internal as well as external business partners.
● Responsible for processing customer daily transactions including loan payments, account servicing, as well as balancing Automated Teller Machines.
● I am a team motivator/trainer working closely with peers to help them obtain sales goals, CWI goals, product knowledge, services offered, and how to present TD Bank to current and potential clients.
● Daily tasks include reaching out to employers to schedule onsite visits at their place of business to offer the Bank at Work (BAW) program.
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● I educate their employees on the various products and services TD Bank has to offer them to assist with achieving future financial goals.
● Ensure compliance with all regulations (BSA & Patriot Act), policies, and procedures.
● Possess excellent communication skills with the ability to be concise, clear, and consistent. Bank of America- Jacksonville, FL
Jr. Underwriter/Home Service Specialist II, 10/2006- 01/2012
● Liaison with Account Managers to ensure clear communication for underwriting and documentation needs to resolve problems with clients
● Responsible for calculating borrowers income and debt-to-income ratios adhered to underwriting guidelines to fulfill requirements
● Maintained and cultivated an effective working relationship with both internal and external customers to achieve highest satisfaction rating
● Responsible for obtaining and interpreting Automated Underwriting Decision Results, review and meet all FHA Connection (appraisals, Social Security Validation
● Requested documentation in order to strengthen file and quality assurance to meet sell ability
● Review and approve third party documents (Purchase Contracts, Title Appraisals, Income, Assets, 1003 & 1008 applications, Credit reports)
***Additional work experience available upon request*** Selected Contributions:
● Recipient of TD Bank Q1 WOW Star Winner 2014.
● Recipient of Bank of America Spirit Medallion 2007
● Top Loan Processor for 3 consecutive quarters with Net Bank Education and Skills
Utica Senior Academy, Utica New York
June 1990
Diploma
Culinard Institute, Virginia College, Jacksonville FL January 2017- Jan 2018 President’s List
ServSafe Certification 2017
Business
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