Loan Processor Customer Service

LANA THOMAS

Winnsboro, LA ***** • 707-***-**** • **********@*****.*** https://www.linkedin.com/in/lana-thomas-517a7015/

Finance Professional / Credit & Data Analyst

Dynamic and results-driven finance professional with robust experience fostering institutional growth through exceptional credit and data analysis, customer service, and relationship management. Adept at handling purchase and refinance loans, working closely with customers to gather necessary information to determine creditworthiness. Highly skilled across multiple verticals, including financial reporting, loan servicing, portfolio maintenance, account management, and regulatory compliance. A proven leader, leveraging a rich history of hands-on experience and technical proficiency to streamline processes, improve efficiency, and position the organization and its clients for long-term success.

Areas of Expertise:

Financial Services

Credit & Data Analysis

Customer Service

Relationship Management

Risk Assessment

Portfolio / Account Management

Review & Reporting

Regulatory Compliance

Communication & Collaboration

Technical Proficiencies:

Microsoft Office Suite CRM Salesforce Encompass Empower Meridian LQB

Professional Experience

OPEN MORTGAGE LLC – Chatsworth CA March 2022 – Current

Loan Processor

Examine documentation and review loan applications to ensure accuracy and completeness, ensuring compliance with all internal and external regulations prior to sending documents to underwriting for approval. Engage with clients to deliver an outstanding experience and build relationships for future business.

Applied all internal underwriting guidelines and requirements as well as federal regulations while underwriting a loan and issuing conditional loan approval.

Monitored all loan-related products ranging from FHA, Conventional, VA, and Jumbo loans; reviewed applications, examined credit scores, and evaluated financial capacity of clients for loan repayment.

HOMEBRIDGE FINANCIAL SERVICES – Fresno, CA January 2021 – January 2022

Loan Processor

Spearheaded comprehensive processing tasks, including creating condition lists for applicants, reviewing loan files for completeness, and identifying missing documentation. Liaised with sales partners, underwriters, and closers for purchase and refinancing loans. Responded to all requests from the underwriting departments and analyzed client income, credit reports, and other information while crafting documents for underwriting.

Ensured timely loan closing and met funding requirements by collaborating with escrow and title companies.

Managed end-to-end processing of FHA, Conventional, VA, CALHFA, USDA, and Jumbo loans.

Leveraged deep industry knowledge and communication skills to close high-balance loans in less than 30 days.

LOANDEPOT.COM LLC – Sacramento, CA August 2020 - December 2020

Loan Processor III

Tracked and monitored purchase and refinance loan activities, partnering with closers, underwriters, and loan officers. Verified all loan details while reviewing financial statements and contacting institutions and customers. Held primary responsibility for ownership of managing Jumbo, HELOC, and bond loans.

Approved loans under 85% LTV by leveraging conventional credit authority; adhered to accepted guidelines.

PENNYMAC LOAN SERVICES – Sacramento, CA August 2016 – August 2020

Home Loan Specialist II

Coordinated key components of the home loan processes, providing clients with excellent service and timely resolution. Ensured compliance with FHA, FNMA, FHLMC, and HUD requirements. Identified and resolved application issues while working collaboratively with mortgage loan officers, underwriters, and closers.

Managed all refinancing activities to streamline FHA, HomeReady, and conventional loan products across 46 states.

Recognized as a subject matter expert to train and guide new staff members in achieving set performance goals.

Engaged with escalated customers, addressing their concerns throughout the loan process.

HOME EQUITY, ACCENTURE CREDIT SERVICES – Rancho Cordova, CA August 2015 – August 2016

Home Services Specialist / Zenta Mortgage

Completed the home loan processing, engaging clients with excellent service by collaborating with mortgage loan officers and closers. Adhered to defined policies, procedures, and OCC requirements. Accumulated and reviewed all necessary documents associated with new line of credit as well as refinance of an existing line.

Met and exceed refinancing requirements of platinum, high net worth, and preferred clients pertaining to home equity (new line of credit or existing line of credit).

Navigated complete refinance transaction lifecycle to provide weekly status call updates to clients.

BANK OF AMERICA – Rancho Cordova, CA January 2012 – July 2015

Credit Quality Analyst/Underwriter

Improved client experience related to the new refinance process by providing weekly status call updates. Tracked and reviewed new loan applications, modifications, and refinancing requirements while monitoring customers' credit and collateral equity. Accomplished clients’ needs with new loans, modifications, and refinancing.

Met OCC requirements and ensured compliance with defined guidelines while delivering exceptional service to platinum, high net worth, and preferred clients.

Succeeded in reaching 105% customer satisfaction in HE existing customer credit.

Additional Experience: Home Servicing Specialist II at Disys Financial & Professional Services – Rancho Cordova, CA

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