Customer Service Quality Assurance

Edward Lee

PO Box ***** Jacksonville, FL ***** 904-***-**** ********@*****.***

Motivated mortgage professional with 20 years’ experience possessing a strong commitment to quality

customer service coupled with superb communication skills. Builds customer loyalty by effectively

resolving problems and quickly processing transactions.

Professional Proficiency

Services Operations Customer Service

Underwriting Staff Management Negotiating

Processing Team Morale Events/ Leadership Problem Solving

Anti-Money Laundering Quality Assurance Accurate Follow up

USA Patriot Act Escalated Response Customer Retention

Financial Industry Project Coordination Inbound/Outbound Contact

Regulatory Act Contract and Vendor Strategies

Home Affordable Management Homebuyer Workshops

Modification Program State and Federal Compliance Tax Analysis

FHA - GSE - Non-GSE – VA MS Excel Strong Verbal Communication

DU/ LP MS Word Self-Motivated

QM and Non QM Loans Lexis Nexis Attention to Detail

Suspicious Activity Analytical Judgment Research Self-Motivated

Monitoring Quality Assurance

Suspicious Transaction

Activity Monitoring

Currency Transaction

Reporting

Watch List Filtering

Professional Experience

Senior Loan Processor

GUARANTEED RATE MORTGAGE, Jacksonville, FL July 2020 - Present

Reviews residential loan application file to verify application data is complete and meets

established standards, including type, and mortgage applied for including but not limited to

borrower credit assets, liabilities, and length of employment.

Run AUS after loan application data is confirmed to be accurate and meets guidelines to submit

to underwriting for loan approval.

Order verifications (income assets, credit, liabilities) to verify the accuracy of information stated

on loan application.

Perform necessary follow up on any items required for the loan in a timely manner (i.e. title,

insurance, appraisal, loan conditions from the borrower)

Submit approved mortgage loan file to closing departments and closing settlement agent/

attorney for settlement.

Able to effectively communicate with a borrower and or Loan Originator regarding any missing

or delayed documentation required for loan approval or Final Loan Approval.

Reviewed loans for compliance with all mortgage-related regulations (RESPA, TRID, HMDA, REG

B, etc.)

Document all communications related to the loan application with the applicants to the loan

officer.

Prepared revised Loan Estimates when applicable under TRID.

Edward Lee

PO Box 57826 Jacksonville, FL 32241 904-***-**** ********@*****.***

Senior Loan Processor

RP FUNDING Jacksonville, FL August 2016- June 2020

Supported Loan Officers through the whole mortgage process and utilized various operating

systems to on=board mortgage loans.

Performed specific tasks by the Loan Officer

Accurately obtained and reviewed the applicant’s credit history.

Systematically stored and maintained

Met crucial deadlines while proving exceptional customer client data files.

Properly prepared files for submission to underwriting for loan approval.

Retained clients through excellent customer service skills

Followed up with clients at all times, keeping them informed of the loan process.

HOME SERVICE SPECIALIST II

DIGITAL RISK Jacksonville, FL February 2015- July 2016

Successfully closed refinance loans monthly using Encompass.

Researched documents such as income, appraisals, title, flood certificates, and other 3rd party.

Issued changes to terms and acted as the main contact between sales, underwriting, and closing

department during each transaction.

Achieved results while complying with measurable standards in areas of customer analysis,

accuracy, and efficiency for each file delivered.

LOAN OFFICER

AMERICAN EQUITY MORTGAGE Jacksonville, FL April 2014- February 2015

Compared and evaluated possible financial products, Conventional, FHA, VA, and USDA,

developed solutions and decided which best met the need of the customer and financial

circumstances.

Administered any changes to the loan product, and pricing information.

Developed prospects for new loans by conducting 40-60 cold calls weekly.

Cultivated and maintained relationships with local real estate agents.

Successfully closed on average 6-11 loans monthly using Encompass.

MORTGAGE CONSULTANT

NACA, NEIGHBORHOOD ASSISTANCE CORPORATION OF AMERICA Jacksonville, FL September

2013-April 2014

Qualified borrowers by reviewing payment histories, liabilities, and other credit

information.

Provided motivation, direction, and options regarding alternative mortgage products.

Edward Lee

PO Box 57826 Jacksonville, FL 32241 904-***-**** ********@*****.***

Refined affordable budgets, determined affordability and provided action plans needed

to qualify.

Submitted and obtained mortgage applications and cleared conditions.

Assisted with marketing organization campaigns and workshops rallies.

Originated loans on behalf of organization lenders.

Coordinated closings with attorneys, clients and real estate professionals.

Participated in media projects regarding organizational objectives.

Education & Licensing

Monmouth University- West Long Branch, NJ

Bachelor of Science: Marketing

Fair Debt Collection Practices Act. (FDCPA) Certification.

Fair Lending Act. Certification

ELLIE MAE Certified Mortgage Fraud, Anti Money Laundering

TRID Compliance

NMLS 1012425

Technology

Encompass Calyx Outlook

Fidelity Equator Word

LPS/ DU Desktop Process Aspect Excel

Management FHA, FHLMC, FNMA, VA PowerPoint

MGIC Proficient Fixed Income Products

Regulatory Excel SQL

Financials Compliance

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