Customer Service Mortgage Loan

Marisol Ortiz

**** *. **** ****** * Melrose Park, IL 60160

Cell # 630-***-**** * Email: *********@*****.***

Skills:

Motivated, Customer Service Relationship Builder and Focused financial professional with the ability to multi-task and prioritize. Adaptable, approachable and A self-starter, organized and detail oriented. Proficient in MS Word, Excel and Outlook. Bilingual fluent in Spanish. (LP, DU, AUS)

Employment History:

LoanDepot Inc. – Remote

Underwriter I – (August 2020 – November 2021)

VA IRRRL LOANS & Conforming (Refinances)

Analyzed financial data related to loan requests.

Evaluated loan documents are to insure accuracy and completeness.

Performed risk assessments on potential loan recipients based on credit rating, borrowing history, and other specific risk factors.

Recorded loan denials and specific basis for declining application.

Monitored and report noncompliance with loan covenants.

Maintained client relationships and provide superior customer service.

Assisted with technical underwriting issues and questions.

Reviewed loan documentation and vendor reports to identify signs of fraudulent activity.

Developed and implement underwriting policies and procedures.

Illinois Housing Development Authority – Chicago, IL

Senior Underwriter Hardest Hit Fund Program (January 2013 – December 2019)

Evaluated loan risk through verification of loan application information.

Verified application information against loan criteria guidelines and standards.

Clarified risk by requesting additional information.

Identified and recorded application deficiencies required for rejecting mortgage loan.

Notification of assistance via various correspondence (Email, Direct phone call or USPS)

Responded to questions, queries and request with suitable information.

Evaluated residential mortgage loans risk on timely basis based on sound underwriting decisions.

Upgraded information on processing and underwriting systems to verify, add, delete or waive conditions.

Ensured compliance with underwriter market standards.

Assumed responsibility for fellow underwriters when needed (out of office)

Trained new underwriters

Quality Control – 2nd review of documents to ensure the application met all requirements

Assisted in Closing capacity when needed. (short staff or high volume)

Allied Benefit System – Chicago, IL

Stop Loss Coordinator (May 2008 – July 2012)

Determined covered medical insurance losses by studying provisions of policy or certificate.

Established proof of loss by studying medical documentation; assembling additional information as required from outside sources, including claimant, physician, employer, hospital, and other insurance companies; initiated and conducted investigation of questionable claims.

Documented medical claims actions by completing forms, reports, logs, and records.

Ensured legal compliance by following company policies, procedures, guidelines, as well as state and federal insurance regulations.

Maintained quality customer services by following customer service practices; responding to customer inquiries.

Protected operations by keeping claims information confidential.

Prepared reports by collecting, analyzing, and summarizing information.

Accomplished organization goals by accepting ownership for completing new and different requests; to add value to job actions.

Spanish Coalition for Housing – North Office

Housing Counselor (November 2005 – January 2008)

Provided financial/housing counseling to Spanish Coalition for Housing clients (number of sessions to be determined by the annual agency work plan). Work schedule included some weekends and early evening hours.

Managed client caseload, which included: Developed strategies for addressing financial objectives; Interacted with clients, in a professional, responsive, helpful, and positive manner, within scheduled appointments as well as in follow up calls, correspondence and contacts; Provided additional consultation /guidance on finance/ housing issues; Advocated to creditors, attorneys, benefit providers, and other resources on behalf of clients; Ensured client files are complete, including appropriate information releases, file documentation, proper computer database entry, and related correspondence.

Managed monthly counseling schedule to ensure appointment availability.

Conducted client sessions for Financial and Credit Counseling, Budget Development, Debt Management Programs, Housing Counseling, Foreclosure Intervention, Pre homeownership counseling, Bankruptcy Counseling, Credit Report Reviews, and Student Loan Counseling.

Collaborated and cooperated with Client Service Representatives in dealing with the performance of their administrative duties in support of counseling department clients and programs.

Participated in staff and counselor meetings and training as scheduled.

Conducted agency educational and community awareness programs and presentations as needed.

Represented the agency at events, seminars, networking functions, as often as needed.

Education:

High School GED - 1993

Accounting Certificate – 1993

References will be furnished upon request

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