Mortgage Processor Lending Manager

Reyna Ramirez

**** * ******* ***

Des Moines, Iowa 50315

***************@*****.*** 515-***-****

Professional summary:

Five years Mortgage Industry, Customer Service experience. Dedicated, hardworking, willing to help attitude towards all customers, peers and new hire situations. Sales, Marketing, Accounting and Recordkeeping Skills, Adept at using all Microsoft office suites, Core, MSP expert, Horizon, proficient with all windows platforms. Word processing and typing experience with the ability to type 65 +wpm. Excellent written, verbal and interpersonal communication skills; willing to listen and Capacity to analyze documents and financial statements with great attention to detail. Ability to use multitasking skills to navigate through various computer programs. Ability to make use of available resources in order to enhance creative problem-solving skills. Proficient in Microsoft Office Suite Knowledge and understanding of loan administration: processing, underwriting, and closing.

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Work Experience

Wells Fargo Home Mortgage

Senior Loan Processor LO July 2020- Present

• superior service to my customer and all involved parties

• Managed a large pipeline and prioritize Reviewed mortgage applications for accuracy and requested/obtained necessary documentation for underwriter review.

• Communicated with customers, team members and 3rd parties to move the home loan application towards completion

• Developed best practices to communicate with other team members to make the team member and customer experience as smooth as possible.

• Continuously participating in learning opportunities so that I can better understand updated policies and procedures so I can provide and meet deadlines on a daily basis to make sure I can adjust my workflow for unexpected tasks

Self-employment income – Agency

Wells Fargo Home Mortgage

Mortgage Processor 4- HELOC June 2019-April 2020

• Processed HELOC end-of-draw applications from initial income review through closing

• Ensured timely communication with customers, underwriters, sales, settlement agents, and other parties to collect documents

• Prioritized and maintained service level on a pipeline of 30+

• First in my training class to be taught to process Wells Fargo employee and Texas applications

Wells Fargo Home Mortgage

Wells Fargo Customer Service Specialist I – V, LO, S.A.F.E. November 2016- June 2019

• Assist Customers w/ the servicing of their current Wells Fargo loan questions, including cash, refi, escrow and default questions

• De-escalate calls taken as next level of support, provide assistance to the help line.

• Open and research cases to completion, follow up with customers in a timely manner.

• Actively assists in Mentoring, coaching and training of Current team members and New Hire employees. Assist with Floor Support when needed.

• Continually adapting to new changes, processes and procedures

• Volunteers and requests further training and team mentoring

• Assists in team meetings, providing new changes and how to implement. Control team chat and recapture chats to assist team members with process and procedures and one off questions. Continually work as a leader on my team to support my Manager and Team members.

• Team Champion for focus group for increasing net loyalty through idea building, peer to peer interactions to foster a more engaged workforce. Fostered an anonymity to receive frank and candid feedback. Collaborated with leadership for feedback loop.

• Regularly volunteers for Overtime if and when needed

• Meets/Exceeds Maritz Surveys and transfer %.

• Engage customers with conversation to understand needs and offer solutions to help them succeed financially.

• Collaborative exercise with peer to provide most current and relevant updates for process and procedures.

• Provides services to other departments (NCC, Tax, Foreclosure Review, Wealth High Value, HMC assistance, providing rates and assisting with applications), fast learner, wide knowledge of various home mortgage department processes.

Des Moines Public schools

Bilingual Teacher Assistant March 2015- November 2016

Assist with taking part in students’ development

Learned Brail in order to teach students

Assist teacher with lesson preparation

Oversee students during a non classroom times including between classrooms

Attend all training classes, conferences and faculty meetings

KFC/Taco Bell April 2015-Novemeber 2016

Assistant Manager

Manage a team of 40+ team members

Monthly and weekly inventory

Scheduling and Payroll

Recruiting new applicants

Job advertising

Work in a fast-paced environment

Education:

North High School – Graduated May 1999

References:

Jeff Wernli –Wells Fargo Lending Manager – 515-***-****

Kayla Holtan- Wells Fargo Work director -515-***-****

Certification -NMLSR ID 1749658 SAFE

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