Customer Service Loan Processor
Resume:
Customer Service
*************@*****.***
Irving, United States
Kelly
Wesley
Profile
Focused Customer Service Professional with more than 10 years of combined mortgage operations and default experience. Also paired with creating memorable positive customer experience. This aids in building lasting relationships as a processor with all departments. I am proficient in all loan products but pride myself in seeking any investor updates and loan product changes often. I self educate on fraud awareness and compliance resolutions. I have aspirations to be with a growing company that I can manifest my customer service skills.
Employment History
Sr Loan Processor at Bank of the West, remote
01/2022
Analyzing loan submissions for clear to close and compliance regulations. Communicating with parties of needed documentation and ordering internal documents.
Scrubbing the initial application and properly entering data and updating into Encompass.
Consistently following up with borrowers and Loan Officers across emails, telephone and chat tools.
Customer Service ( Rent Assist at Yardi, remote
08/2021—04/2022
Created write-ups for escalated rental assist issues Upheld integrity when logging cases and created documentation for resolution
Post rent relief payments, status of payments, thoroughly revieweds leases, past due and business documentation.
Calculating past due rental ledgers and utilities for funding. Careful to review documentation for fraud.
Exceptional with building rapport with internal and external customer vendors
Loan Processor III at MUFG, remote
01/2021—01/2022
Responsible for loans from set up to Closing.
Review residential loan application files to determine completeness and what documentation needed to submit for underwriting approval. Skills
Customer Service 5/5
Effective Time Management 5/5
Communication 5/5
Fast Learner 5/5
Ability to Work Under Pressure 5/5
Strong Organizational Skills 5/5
Detail Oriented 5/5
Investigation Skills 5/5
Data Collection and Analysis Skills 5/5
Excellent Customer Service Skills 5/5
Data Entry 5/5
Chat Support 5/5
References
References available upon request
Languages
English Native speaker
Analyzing all income, tax returns, insurance, titles, appraisals and inspections.
Collect and submit payment for appraisals including VA. Monitor incoming appraisal orders for notifications.
I am clear and specific when sending borrower a needs list and expectations
CUSTOMER SPECIALIST at Mid America Mortgage,
remote
12/2019—12/2020
Educated pipeline of distressed homeowners with all help offered. Proactively support to resolve customer issues, escalating to appropriate internal resource
Assisted with new hire training on collection tactics. Monitor pipeline of 50 plus loans for any missing documentation needed for investor purchase
Post Closing Analyst at Caliber Home Loans,
Irving
06/2015—11/2019
Coordinated with internal and external for required documents, rebuttals and explanations needed for resolution.
Monitoring unsold loans, shipped documents once sold to investors with urgency.
Monitor final document report, clearing suspensions and following up until reconciled. Responsible for recording fees and issuing corrected CD Loan Processor at I Mortgage, Irving
10/2012—01/2015
Review residential loan application files to determine completeness and what documentation needed to submit for underwriting approval. Promptly communicate with all vendors involved for corrections and explanations
very clear and specific when sending to borrower documentation list . High attention for redisclosing and Trid formats. I work funding conditions with urgency. Once clear to close, prepare file for drawing documents Education
Standard Diploma, Paducah Tilghman High
School, Paducah
08/1992—05/1993
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