Customer Service Loan Processor
Resume:
Jenny Atoya
*** ********** **. ***** *******, TX 75051
**********@*****.***
OBJECTIVE
To obtain an individual contributor position in which I can utilize my knowledge, skills and extensive mortgage processing experience to further advance my career.
EMPLOYMENT HISTORY
Bilingual Customer Service Rep 11/29/2021 to 02/28/2022
Nationstar Mortgage, TX
Handling borrower’s concerns providing excellent customer service
Answering 40+ inbound calls, ensuring first call resolution on every call possible
Assists customers with payments and questions regarding mortgage loan documents, escrow, transfer issues and dates
Recommend additional products, like insurance, home protection systems and encourage the use of the website for paperless, payments ACH and additional loan information
Use of Hoot to research additional resources and information to better assists customers
Bilingual Customer Service Rep 06/4/2021 to 11/29/2021
Planet Home Lending, TX
Addressed borrower’s concerns via telephone mainly by handling 40-60 inbound calls daily.
Provided top notch customer service and took ownership of borrowers’ inquiries and issues ensuring follow up and satisfactory first call resolution
Met or Exceeded production goals as set by management
Adhered to regulatory requirements all while addressing/resolving borrowers’ concerns
Updated systems of records as necessary.
Proficient in using MSP, New Course and BLITZ doc services, Outlook, Excel
Optician/Technical Assistant 04/2012 to 02/04/2022
Shereen Vision DBA Pearle Vision Center, McKinney TX
Formerly Kavi Optical DBA Pearle Vision Center
Office Manager role/back-up, in charge of opening-closing store, placing orders, performed audits, inventory, handled vendor communication, etc.
Reviewed prescriptions written by Optometrist to give patients proper eyewear
Collected patient’s information and prescription orders. Verified insurance benefits and filed claims
Dispensed and helped customers pick frames according to their needs, face shapes, life styles and explained the difference between types of lenses and coatings. Educated customers on how to properly handle and upkeep eyewear
Answered inbound and made outbound calls as needed to service orders
Continued to serve returning customers with their glasses as needed: repaired broken frames, adjusted eyewear, changed lenses, etc.
Loan Processor 08/2020 to 12/2020
New American Funding, Plano TX
Processed loans approved by AU-automated underwriting decisioning system using LP and DU underwriting guidelines
Responsible for clearing conditions and issuing changes to the terms on previously approved loans
Verified conditions of approval which may include, customer income/assets documentation, etc
Resolved routine title issues including, but not limited to the following: vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens reconveyances
Maintained high level of customer service by being proactive in communication with customers, sales partners, etc.
Loan Processor 04/2008 to 04/2012
Realm Realty Real Estate & Loans, Anaheim CA
Collected residential mortgage loan applications off incoming customer calls for either new loans, refinances, or default products: modification, short sale, deed in lieu.
Assisted attorney during pre-screening meeting with customers to determine if modification or short sale was needed to be requested to lender depending on financial assessment within lenders policies and regulations.
Processed loan application and made financial assessments, collected necessary financial documentation to submit complete package to lenders for approval in a timely manner keeping in mind lock expirations, trustee sales, etc
Reviewed residential loan application to verify completeness on a on a 50 to 80 loan pipeline.
Made sure loan applications met established standards, type and amount of mortgage, verified assets, liabilities, employment history to meet FNMA/FHLMC requirements.
Reviewed mortgage documents for RESPA violations, statutory limitation & evidence of non-compliance.
Maintained borrower communication throughout the entire process in order to deliver excellent customer service
Loan Processor / Production Assistant
Countrywide Home Loans, Santa Ana 04/2007 to 04/2008
Loan Processor 07/2002 to 08/2005
E*trade Financial, Huntington Beach, CA
Processed Government loans, refinances & purchases, HELOCs from start to finish
Ran pre-approval on DU system for Conventional, FHA, HELOC’s refinance and purchase loans 70 to 100 loan pipeline.
Made financial & credit assessments for proper loan submitting for approval.
Gathered conditions made sure everything is in order on the GFE/TIL
Coordinated with 3rd parties title & escrow for title issues balance escrow accounts and pay-offs
Worked with underwriter title & escrow for any credit tile issue that may arise during the process
Handled all exceptions prepared supporting documentations for compliance
Maintained communication via telephone and email with customers in order to deliver excellent customer satisfaction
Answered any credit and loan questions, explain HUD, TIL, Promissory Note, etc. to customer as needed.
Handled inbound & outbound customer/lender communication on updates & conditions to meet closing deadlines.
Coordinated signing and pre-closing conditions if any on a 50 to 60 loans pipeline per month with priority.
Worked diligently to make sure loan mortgage process runs smoothly having the proper documents/ funds lined up.
EDUCATION
•2006/08-Notary Public Certified & Bonded
•2000/01-Bryman College Orange, CA Medical Assistant Diploma
•1994/06-Anaheim High School Anaheim, CA High School Diploma
SKILLS
•Customer Service Oriented
•Computer literate, Interpersonal communication skills
•Bilingual English-Spanish fluent written & verbal
•Microsoft Office Word, Excel, PowerPoint, Outlook & Office Publisher
•Able to handle heavy phone system
•EMR, Veracity system
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