Customer Service Loan Processor

Shelly Lee

***** ******** **** ************, ** *2221 **************@***.*** 904-***-****

QUALIFICATIONS:

** **** ***** ** **** paced, high volume, goal-oriented banking / mortgage production environment

Conventional credit authority using AUS – Fannie Mae & Freddie Mac

Experience hiring, coaching, training, and leading teams within the banking industry

Manual, Portfolio and Jumbo loan underwriting experience

Strong oral and written communication skills

Ability to work under high stress conditions and pressing deadlines

Strong time management skills

Great attention to detail

Experience on multiple mortgage lending platforms – Empower, Unifi, Encompass, Edge, Clues, & LPS

Proven history of steady growth and promotion throughout career

EXPERIENCE:

MRTG LOAN UNDERWRITER III, TRUIST BANK

May 2020 – October 2022

Responsible for underwriting loans to ensure compliance with loan program guidelines and investor requirements.

Analyze and verify all loan information for accuracy and ensure compliance with Federal regulations. Evaluate

financial risks and make final decisions on eligibility for all applicants. Calculate qualifying ratios, perform

complicated cash flow analysis and evaluate tax returns for all types of borrowers. Demonstrate the highest level

of professionalism and customer service towards all internal and external customers.

SR. MRTG UNDERWRITER, GRID ORIGINATION SERVICES

July 2015 – May 2020

Responsible for underwriting loans to ensure compliance with loan program guidelines and investor requirements.

Verify all loan information for accuracy and ensure compliance with Federal regulations. Contract underwriting for

GRID Origination Services customers to fulfill contract requirements and service level agreements. Review of

income, credit, assets, title, and appraisal information to ensure compliance with guidelines for FNMA, FHLMC

and in-house lending programs. Review budgets, appraisals, and questionnaires for condo approval (both limited

and full condo approval).

MRTG UNDERWRITER, BANK OF AMERICA

January 2011 – June 2015

Responsible for reviewing, analyzing, conditioning, approving and declining loans. Functions include examining

financial statements, credit reports, applicable ratios, fraud detection, appraisal reports,

title, etc. Review and apply all written guidelines and procedures. Work on special projects as directed by

management to including loss mitigation. Maintain individual and manual tracking and reporting of approvals, denials, and rebuttals. Review budgets, appraisals, and questionnaires for condo approval (both limited and full condo approval).

SR. LOAN PROCESSOR, BANK OF AMERICA

July 2002 – January 2011

Credit Signing Authority - SASE 2. Ensure timely and accurately packaging of all loans. Gather Information and

take each file from pre-approval to closing. Input proper loan information into systems for processing.

Responsible for ensuring that all loan documentations are complete, accurate, and in compliance with internal

and investor guidelines. Review file documentation and make sure all items needed are requested and received.

Meet crucial deadlines. Analyze credit decisions for accuracy based on employment profile, credit strength,

property characteristics and other established risk parameters in accordance with policy and product guidelines.

Negotiate loan terms where applicable. Monitor and quote rates. Assist with fraud detection and prevention.

OFFICER; TEAM LEADER – COLLECTIONS, BANK OF AMERICA

July 2001 – July 2002

Support, develop, and motivate a team of thirty plus collectors and one group leader. Develop and manage awards and recognition programs. Develop and update training materials and reference guides. Establish rapport and foster open communication with team members. Provide guidelines and follow through on all stages of progressive discipline. Familiarity with sub-prime lending, mortgages, FDCPA guidelines, front-line collections, breach and loss mitigation. Consistently finish in the top 10% of entire floor on a monthly basis.

SUPERVISOR III, BANK OF AMERICA

November 1998 – July 2001

Support, develop, and motivate a team of twenty – five plus proof operators, eight plus special handling associates, and two group leaders. Develop and manage awards and recognition programs. Develop and update training materials and reference guides. Establish rapport and foster open communication with team members. Provide guidelines and follow through on all stages of progressive discipline. Post job requirements, interview, and hire candidates. Background knowledge of check processing from start to finish. Responsible for meeting high dollar deadlines with daily volume exceeding 700,000 items valued over $100,000,000.00.

CALL CENTER TEAM LEAD, BANK OF AMERICA

August 1996 – November 1998

Support, develop, and motivate a team of over twenty Outbound Sales Associates. Support, develop, and motivate a team of over twenty Customer Service Representatives. Develop and manage awards and recognition. Provide written and verbal counseling for corrective action. Proficient knowledge of checking and savings accounts, IRA, Credit Lines, Certificate of Deposit, loans and Investment products. Conduct interviews for the screening of potential employees. Develop and provide accurate and proficient reporting methods.

NEWCOMER’S CUSTOMER SERVICE REPRESENTIVE, BANK OF AMERICA

June 1994 – August 1996

Attempt to sell bank products through inbound and outbound calling using leads provided. Identify potential new bank customers moving to the area. Project positive image during initial contact with potential customers. Provide detailed information on Bank’s products and services. Go above and beyond expectations to build relationships with potential customers possibly moving to our city.

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