Mortgage Underwriter Customer Service

Seffner, FL ***** 813-***-**** *********@*****.***

.

SHEYLA JAIME

PROFESSIONAL SUMMARY

Business professional with over 9+ years in customer service, operations, staff training, supervision and business development. Articulate and persuasive in working with management, peers, and diverse clientele with a strong drive for success. Recognized for being ethical and approachable, and can manage diverse projects simultaneously with excellent communication skills. Focused on mitigating company risks while meeting profit goals by making strategic decisions based on sound criteria as a skilled mortgage underwriter. Successful in leading underwriting teams and training junior staff to handle high workload with impeccable accuracy. Proven expertise in identifying unacceptable risk and preventing fraud.

SKILLS

Quality Assurance Management

Mortgage Loan Processing

Time Management skills

Proficient in Microsoft Office / Fluent in Spanish

Creditworthiness Determination

LexisNexis Software

Credit File Updating

NMLS Registration

Oral and Written Comprehension

Analytical and Critical Thinking

Variance and Risk Analysis

Automated Underwriting Systems

Reading Comprehension

Active Listening and Learning

File Organization

Mortgage Lending Requirements

Complaint Handling

Terms Definition

Credit History Review

Customer Relations

WORK HISTORY

MORTGAGE UNDERWRITER - 1ST MORTGAGE 01/2021 to 04/2022

Caliber Home Loans, Tampa, FL

Provided loan eligibility decisions and approving or declining applications for Conventional, Refinance, New construction loans, Large loans

Develops and maintains up to date and sound knowledge of multiple loan product guidelines offered by company, DU/LP guidelines, and risk assessment tools used to decision mortgage loans

Review, analyze, and verify loan applications and supporting documentation while working with originator and production staff

Analyze applicant's credit history and financial information such as income documentation and bank statements to determine eligibility

Analyzed third party vendor documents to include appraisals, title reports, trust agreements, Power-of-Attorney's, and settlement statements.

Review loan documentation and vendor reports identifying possible fraudulent activity

Review AUS for DU/LP and identify any possible fraud for further review

Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines

Maintained mortgage program compliance with federal agencies such as HMDA, NMLS, ECOA

Ensure all investor and federal guidelines are met (DU/LP)

Establishing credit terms, pricing, and conditions during application approval process

Met 24-hour timeline consistently, turning around applications quickly with firm approval or denial decisions

OFFICER; FULFILLMENT CLIENT ADVOCATE - 1ST MORGAGE 11/2018 to 01/2021

Bank of America, Tampa, FL

Serve as a process coordinator providing pipeline oversight to ensure business goals are obtained for following departments: Home Equity, First Mortgage Processing, and First Mortgage Closing

Comprehensive understanding of requisite products

Worked directly with team leaders and employees to provide consistent pipeline management routines, coverage, quality work, and drive client delight

Demonstrated initiative, ability to manage multiple tasks in a fast-paced environment while practicing sound level judgement

Sustained production performance with excellent loan quality level of 95% and higher

Demonstrated leadership by providing feedback and learning opportunities in a positive manner to fellow associates

Communicate directly with underwriters, junior underwriters, closing agent, and loan officer to coordinate closings

Completed quality control on loan servicing package to ensure all closing conditions are met

Handled and resolved escalations, challenges and rush requests in collaboration with other teammates or third parties

JUNIOR UNDERWRITER III - HOME EQUITY 05/2013 to 11/2018

Bank of America, Tampa, FL

Detailed review of asset, account and liability statements

Reviewed and calculated complex income documentation for wage earners and self-employed customers

Processed and reviewed loan applications for customers

Met and exceeded monthly company metrics within a production-based environment by remaining in the top 90th percentile amongst all peers

Interacted with customers and third-party vendors throughout the loan process

Mentored new associates during the training process as they began their new role as Junior Underwriters

Analyzed credit bureau reports for trends, red flags, and fraudulent information

Analyzed all client produced documentation for trends, red flags, and fraudulent information

Supported the Platinum Privilege Self-Employment team

Analyzed third party vendor documents to include appraisals, title reports, trust agreements, Power-of-Attorney's, and settlement statements.

CUSTOMER SERVICE REPRESENTATIVE III 01/2012 to 05/2013

AmeriGroup, Tampa, FL

Provided impeccable customer service to an ongoing incoming customer call line

Supplied each and every member/caller with any and all requested information following HIPAA regulations

Maintained a positive, empathetic and professional attitude toward customers at all times

Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; and followed up to ensure resolution

Contribute to team effort by accomplishing related results as needed

Built sustainable relationships of trust through open and interactive communication.

EDUCATION

Hillsborough Community College, Brandon, FL

Bachelor of Science, Business Administration

Brandon High School, Brandon, FL.

High School Diploma, 2005

LANGUAGES

Spanish

Native or Bilingual

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