Customer Service Mortgage Specialist

VICTORIA DOTY

OBECTIVE

To secure a challenging position in a growing company where I can utilize my problem solving and analytical skills in a structured Sales and Client Management Environment SKILLS

Exceptional written and oral Communication and Presentation skills, Detail Oriented, Customer Service Driven, excellent Mathematical, Accounting and Analytical, and problem-solving skills. Computer Expertise:

Certified Encompass Administrator, Microsoft Office, Word, Excel, Access, PowerPoint, SalesForce, Outlook, Front, Zoom, Slack, Revolving Credit System (ARCS), Credit Application System (CAS), Loan Quest- Loan Origination System, and ACS- Imaging, Internet & web applications, Desktop Underwriting, Peachtree Accounting, Great Plains, Calyx Point and QuickBooks software. EMPLOYMENT

ICE Mortgage Technology (04/2015- Current)

Client Success Executive- Certified Encompass Administrator

• Client Management and relationship building and sales for add-on products and services and training for 2750+ Corporate Accounts.

• Primary escalation point and liaison between Client and internal technical support and implementation teams.

• Responsible for working with the implementation team to onboard new Clients as they move onto the Encompass Platform.

• Maintaining industry and technical knowledge articles and references for Client Support.

• Renewal planning and pricing negotiation

• Monitoring and analyzing Client product usage and cross selling. Technical Support Analyst – HDI-SCA

• Provided Industry related technical support for Encompass Banker edition and EPPS products Mortgage Specialist III (01/2007- 05/2008)

Wells Fargo Home Mortgage Omaha, NE

• Underwrote and Credit Approved Level 1R/C FHA mortgage loans.

• Processed FHA, VA, Conventional, and Construction Loans. Prepared closing documents Regional Underwriting Manager (11/2004 – 06/2005)

Universal Assurors Agency, Inc. Omaha, NE

• Maintained effective management of assigned lender accounts, responsible for establishing good client relationships, underwriting, and issuing loan approval endorsements for various types of second mortgage loans, approving qualified exceptions within established company lending policies, account collections and monthly billing, analyzed statistical and financial reports to capitalize premiums and reduce losses Conducted lender surveys within assigned territory, and customer service.

Mortgage Loan Underwriter/ Account Executive – Correspondent Lending

(01/2004 – 09/2004)

Mortgage Express, Inc. Omaha, NE

• Responsible for soliciting business from affiliate business partners and area brokers, making oral and written presentations, pre-qualifying credit applications, processing loan documentation, obtaining investor approval, underwriting, and packaging the file according to the investor guidelines. Account Executive 1996- 2003

CitiFinancial Mortgage Company, Inc. Omaha, NE. (12/2002-7/2003)

• Responsible for soliciting new business from area Brokers, making oral presentations, obtaining required documentation, submitting information for approval through corporate headquarters, and training new Loan Officers on web-based applications.

• Responsible for reviewing credit and applications and pre-qualifying loan scenarios according to company guidelines.

• Responsible for maintaining Broker Relationships, following up on all loans in progress, and providing excellent customer service throughout the loan process.

Mtg. Loan Underwriter III / Credit Analyst (10/2001-12/2002) CitiFinancial Mortgage Company, Inc. Irving, TX.

• Responsible for approving loans in accordance with company compliance policies and assigned approval authorities.

• Possession of strong analytical skills, the ability to effectively assess risk, approve a higher level of qualified exceptions, and exercise prudent judgment in all credit loan transactions.

• Conducted due diligence and compliance audits and purchased bulk loan correspondent loan packages.

• Trained Sales Representatives in the field on Underwriting, Compliance, and qualified rate and credit exceptions. Training and Performance Improvement Specialist II (9/1996 to 10/2001) CitiFinancial Mortgage Company, Inc. Irving, TX.

• Responsible for Facilitating Operational and Technical training for various Departments within the Organization with a primary focus on the Booking & Funding, Compliance, District Sales and Processing.

• Managed and coordinated training responsibilities for Departmental Subject Matter Experts.

• Responsible for development of the Loan Quest System training curriculum for Document Preparation, Loan Fees and the Booking & Funding Departments.

• Developed training curriculum and Facilitated Training on the “The Keys to the Citi” new hire workshop.

• Provided Daily Operational Training & Supervisory Assistance on the Loan Quest Origination System for the Booking & Funding, District Processing and District Sales Offices.

• Facilitated Technical Training on all Microsoft Office Products, Customer Service, and New Hire Training EDUCATION

University of Nebraska

Omaha, NE

Senior Level working towards BS Degree majoring in Political Science with a minor in Philosophy. Metropolitan Community College Graduated May 2007

Omaha, NE Liberal Arts - Associate in Science Degree Advanced Career Training 1989

Dallas, TX

Banking Courses, Teller Skills, Fraud Training

INTERNSHIP

City of Omaha, Nebraska Prosecutor’s Office August 2010 to December 2010

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