Mortgage Processor Customer Service

PAMELA D. SIMMONS

Charlotte, NC *****

**************@******.*** 704-***-****

QUALITY ASSURANCE ANALYST

Experienced financial services professional skilled in quality assurance and analysis within banking, customer service, and mortgage sectors. Ensured compliance with company policies, underwriting guidelines and lending-program requirements. Competent in handling issues and conflicts, and independently resolve problems in a professional manner. Highly focused on doing what is right for the company and the customer.

EXPERIENCE

WELLS FARGO, Charlotte, NC

Human Resource Specialist, 2019-2021

Responsible for approving or declining employees’ tuition reimbursement request

Reviewed policy to ensure that all requirements was met

Handled employees’ questions and explained policy in detail

WELLS FARGO, Charlotte, NC

Quality Assurance and Analyst, 2017- 2018

Researched and analyzed any alerts and created a disposition to justify the banks interaction with the customer based on Anti Money Laundering (AML) and Bank Secrecy Act (BSA) standards.

Analyzed individual customer accounts ensuring appropriate risk and compliance guidelines were, handling an average of 6-8 files per day.

Conducted investigative research using tools such as Lexis Nexis, See More Plus, blast, and Store Vision Platform (SVP) to determine credit risk, liability and potential case impact.

Mortgage Processor 5, 2014 - 2017

Managed loan documentation on the most complex loan packages to ensure compliance with Company policies and government regulations and maintained all documentations processes up to finalizing with updating the system.

Tracked and reported loan status, identified issues and resources to provide solutions or escalated to avoid delays with closing; scheduled and coordinated problem reviews and followed up on assigned actions; documented new or revised processes and procedures; and updated system with documents.

Coached team members on work ethics, procedures, performance, action plans and follow- ups.

Reviewed correspondence, reports, memos, and presentations; was responsible for proofreading, branding, editing, and quality control.

Ensured credit files were current, complete, and compliant with company standards.

Leveraged strong interpersonal and social communications skills by phone and email interactions.

Handled all personal and confidential company materials with sensitivity and discretion.

Work Director and Team Lead, 2012 - 2014

Monitored daily pipeline and extension report to ensure clients were reached within Service Level Agreement and loans are moving toward closing.

Built and maintained relationships with Financial Advisors, HMC’s, and Wells Fargo Vendors.

Worked escalations to ensure that each customer received a positive experience and provided follow up coaching to HLP.

Partnered with sales to proactively disposition aged loans.

Motivated team by incorporating contests and recognition.

Pamela Simmons ***.******@**********.*** Page Two

Performed both Work Director and Lam duties while current manager was on leave Feb –April.

Facilitated boot camps and additional training to team members within WFA.

Customer Service Champion – team improved from 46% to 67% April 2013.

Distributed Interim Loan Administration Manager 11, 2012

Managed closing team and transitioned to processing in March. Coached team members on best practices with pipeline management.

Handled escalations with HMC’s while maintaining healthy working relationships.

Created contests to motivate team members to exceed goal.

Helped create an engaged work culture that resulted in 100% participation in Q12 survey.

Through leadership and team development funded 173 deals in May with loyalty scores above site average.

Consistently in the top 10 out of 38 teams for ATC production.

Work Director, 2011 - 2012

Mentored and trained mortgage processors on LPS system transitioned to LIS system January 2012. Part of Lombard leadership team in ramping up a brand new site of 130 employees, assisted in on boarding, and training which resulted in achieving site goals for November and December.

Answered questions and sat with new employees to provide job performance feedback.

Sent out team reports and daily emails providing month to date updates.

Loan Document Specialist 4 and 5, 2005 - 2011

Underwrote and processed files according to policy guidelines. Coordinated closings with customer and title companies. Closed an average of 20 files a month.

Provided exceptional customer service while working an increased pipeline.

Assisted fellow team members with questions.

Obtained 1C authority January 2011.

EDUCATION

Bachelor of Arts (BA) in Political Science and History

WINTHROP UNIVERSITY, Rock Hill, SC

Member of Delta Sigma Theta Sorority Inc.

Contact this candidate