Loan Processor Customer Support
Resume:
Marlon Livers
PROFESSIONAL SUMMARY
Resourceful professional with over 19 years-experience coordinating documents and processes within fast-paced environments. Brings robust skill-set in loan processing, mortgages processes, complex financial data assessment, and regulatory compliance. Adept at cooperating with multi- disciplinary teams and cultivating strategical partnerships to secure client trust. Recognized for stellar customer services, team coaching, and management engagement to meet organizational goals. WORK HISTORY
Finance of America Mortgage/Equity Prime Mortgage: Senior Loan Processor, 03/2016 - Current
• Assisting loan officer with completion of 1003/Application, handling overall loan processing cycle.
• Reviewing income, credit, and asset documents, as well as obtaining complete documentation from clients, ensuring compliance with underwriting guidelines.
• Ordering third party items including appraisal, title, verification of employment, Fraud Guard, verification of rental history, credit report and supplements, FHA or VA case numbers, and IRS tax transcripts.
• Exceeding production and quality Service Level Agreements.
• Acting as primary point of contact with borrowers, realtors, and title companies by assisting with answers and resolving issues during mortgage processes.
• Maintained long-term relationships with customers to provide best-in- class customer service.
Freedom Mortgage - Senior Loan Processor
10/2015 - 03/2016
• Reviewed financial statements and contacted customers to clarify details, managing pipeline of loans within required performance standards.
• Assisted customers with basic inquires on mortgage related questions and collected relevant information to foster mortgage process.
• Ordered appraisal, title and any other third-party items needed for approval, liaising between appraisal and title companies.
• Upheld complete confidentiality of all submitted information according to release guidelines.
FEMBI/Highlands Mortgage - Processing Supervisor/Senior Loan Processor, 11/2013 - 10/2015
• Reviewed documentation obtained from loan officers for completeness and obtained additional documentation from parties involved in mortgage transactions to determine eligibility.
• Assisted Branch Manager and supervised teams within daily processing operations, by reviewing reports, as well as training and mentoring processors on process improvements and new products.
• Handled challenging pipeline including all mortgage products such as FHA, VA, conventional, HARP, and HomePath.
• Acted as main point of contact for borrower, real estate agents, title companies, and third-party vendors.
• Set appropriate customer expectations to meet quality standards and meet turnaround times on receipt of application package and trailing documents.
Jacksonville, FL, 32211
*********@*****.***
CORE COMPETENCES
• Loan Feasibility Assessment
• Mortgages Eligibility Processes
• Financial Data Analysis
• Regulatory Compliance
• Client Data Gathering
• Client Requirements
• Automated Underwriting Systems
• Customer Communication
• Conflict Resolution
• Clerical Support
• Management Engagement
• Team Training & Performance
• Account Management
• Strategical Partnership
• Risk Management
SOFT SKILLS
• Transformative Leadership
• First-Rate Attention to Detail
• Accuracy & Thoroughness
• Complex Problem-Solving
• Self-Motivated
• Integrity & Accountability
• Excellent Communication
• Time Management
• Multitasking & Prioritization
• Strong Organization
• Client-Focused
• Relationship-Building
• Goals-Oriented
TECHNICAL SKILLS
• MS Office Suite
• Encompass
• Integra
EDUCATION
Florida A&M University
Terry Parker High School
EverBank - Loan Processing Supervisor
09/2011 - 10/2013
• Supervise daily operations of team processors and leads, providing leadership direction, mentoring, coaching, evaluating performance, and closely cooperating with HR department.
• Established and performed quality control of functionality, focusing on process improvement through smart work, people management, and shared knowledge.
• Conducted quarterly, mid-year and annual reviews and goal setting reports to support Processing Manager through successful implementation of business or process change.
• Established internal and external partnerships to maintain and expand client base.
PHH - 1st Mortgage Loan Processor
05/2003 - 09/2011
• Reviewed income documents to determine client eligibility, ensuring compliance with underwriting guidelines.
• Acted as customer advocate by answering multi-line calls and emails, interpreting problems, and providing assistance through entire home financing event.
• Closely worked with cross-functional departments to ensure stellar customer support.
• Engaged with customers and third-party stake holders including Real Estate Agents and Financial Advisors.
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