Customer Service, Finance Operations and Analysis

Salome Chuma

adte57@r.postjobfree.com

Phone: 574-***-****

June 2021- May 2022 NFM Lending

Lithicum, MD

Secondary Marketing Pricing Desk Analyst

Assisted with daily lock and pricing functions for various loan products, which included loan parameter change requests, re-locks, rate sheet distribution, Secondary system audits of pipeline and hedging activities to ensure the company remains in an interest rate neutral position.

Microsoft Office (Excel, Outlook), Encompass Loan Origination Software, Optimal Blue Pricing Engine, State Bond Confirmation and Agency (FNMA, FHLMC, GNMA) delivery

• Performed Audits to ensure all pricing related data accurately entered and maintained within Encompass Loan Originator System.

• Handled loan product maintenance requests such as extensions, re-locks, updates, renegotiations, etc.

• Maintained existing investor relationships; research new investors/new products to aid in loan parameter investor updates.

• Created daily rate sheets for various products as needed.

• Assisted with pricing related questions regarding Agency policies, procedures and investor guidelines.

• Assisted with training of new branch managers and employees.

• Managed and maintained Optimal Blue (automated pricing engine.)

• Assisted with mandatory trade data preparation, execution, and input. September 2019- April 2021 Sovereign Lending Group Inc Costa Mesa, CA

Secondary Marketing Lock Desk Analyst

Using Encompass, Optimal Blue, and Microsoft Office ( Excel, Outlook, Word) to maintain, update and obtain loan information to complete internal and Business-2- Business Secondary Mortgage Marketing tasks and transactions.

• Register loans with investors

• Process and review Concession requests

• Monitor changes to loan parameters and make appropriate changes with investors

• Obtain investor loan and commitment number and update loan origination software

• Monitor pending lock extensions with investors . Using Encompass and Excel to cre- ate reports to maintain lock expirations and notify MLO of applicable extension pric- ing hits to loan

• Problem solving and trouble shooting technical difficulties in Encompass and Optimal Blue in regards to loan guideline and limitations

• Creating and running daily reports on Lock volume, margins, and revenue

• Creating and running Lock Desk production reports, as well as drafting department policies and training manuals and SOPs.

December 2017 - September 2019

Fairmont Hotels and Resorts - Scottsdale Princess

Scottsdale, AZ

Night Auditor

Use Microsoft Excel to create and complete daily audit reports for Royal Service Department. Completed accounting and transactions in Opera and Orion systems.

• Audit Reports; Run and update guest arrival lists, charge guests respectively on room rates, stay packages, and reconcile accounts with third party rebates.

• Opera software to update hotel package codes. Balanced worksheets on Excel for accounting team and AM management team for previous day’s No-Show revenue.

• Hotel Operations; Dispatching duties to overnight hotel staff in the following de- partments Housekeeping, Bellman Services, Engineering and Maintenance. in- suring tasks are completed in a timely and professional manner. Monitoring mul- tiple department operations from central dashboard Orion Alliance system.

• Solve, manage, and document customer complaints and high effort encounters. Taking initiative to compensate guests respectively in order to recover partner- ships. Document incidents for in-house use, training, and procedure to relevant departments and personnel.

March 2016 - May 2017 Farmers Insurance - Gabe Paola Agency Scottsdale, AZ

Licensed Property and Casualty Insurance Producer

• Priced and evaluated products to communicate premiums with clients.

• Managed and opened accounts for various policy types in accordance with underwriting, federal and state laws.

• Scheduled appointments, collected and set up payments. Maintained relation- ships with clients based on personal profiles, offered appropriate guidance re- garding policies, claims,legal inquiries and lifestyle changes

• Assessed and resolved customer complaints, insurance claims and corrected policy mishaps or inaccuracies

• Maintained working relationships with business partners and local vendors to outsource services relevant to client’s needs and account growth June 2014- August 2015 Discover Financial Services Phoenix,AZ

Senior Account Manager

Educated and reviewed accounts with cardholders regarding APRs, billing cycles, product benefits and limitations. Followed federal laws and guidelines regarding credit disclosures.

• Promoted products and services to increase customer usage and engagement

• Created rapport with customers in order to offer appropriate products

• Addressed 80-120 inbound calls daily. Educated customers on beneficial finan- cial practices in order for them to be informed on card usage and credit.

• Team Building Leader

• Maintained average 5.5/6 in customer service, company knowledge, and com- plaint resolution in accordance with company metrics and federal laws Education

Arizona State University -The Herberger School of Film, Dance, and Theatre Bachelors of Arts in Theatre Program

• 2014 recipient of Katherine K. Herberger Scholarship

• Omega Phi Alpha National Service Sorority ; Public Relations Committee

• Phi Theta Kappa Honor Society - Presidential Merit Scholarship

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