Sheresse Council

214-***-****(cell)

adtliv@r.postjobfree.com

www.linkedin.com/ in/Sheresse-council-727100148

Mortgage Processing Professional

A dedicated, dependable and loyal professional with strong customer skills, eye for detail and the ability to function efficiently in a multitasking environment. A leader that accepts challenges and helps to resolve problems by determining courses of action that results in positive solutions. Enthusiastic learner that embraces new business concepts, practices, and the opportunity to directly contribute to an organization’s growth and profitability.

Area of Expertise

Thorough knowledge of FNMA, FHLMC, FHA and VA

Effective Pipeline Management/Organization skills

Proficiency with Microsoft Office Products

AML

Loan Modification

Read and understand appraisals, AUS findings title and credit reports

Expertise in Touchpoint, Extra, Laser Pro and NICE systems.

Professional Experience

NORTH AMERICAN SAVINGS BANK REMOTE, MO August 2020-Present

Mortgage processor

Focused on creating customers for life by providing exceptional service to borrowers.

Partnering with the loan officers to ensure a timely and seamless experience for the borrower throughout the entire process

Ensured accuracy by reviewing and analyzing all aspects of the mortgage credit package.

Read and analyze AUS (DU/PL) and obtain any further requirements based on the findings

Calculated basic income, reviews assets and liabilities prior to initial underwrite.

Processed soft pull reviewed undisclosed debt and address any additional debt not shown on the original credit report.

Proactively managed a pipeline to key benchmarks including internal service level agreements contractual dates and lock expirations.

MARCUS BY GOLDMAN SACHS, RICHARDSON, TX January 2018-August 2020

Advocacy Specialists

Served as 2nd level escalation tier for servicing, collections, fraud, onboarding, and back office related complaints

Assured all customers’ expectations were exceeded at the highest quality and standards.

Consistently upheld all compliance and regulatory standards in customer dealing

Followed up on unfavorable survey responses to understand root cause and remediate/escalated as needed

Participated in the planning of small to moderate scope projects

Ensured efficiency in case management to ensure turnaround targets met on time.

Demonstrated advanced knowledge of multiple areas of consumer banking operations

Jr Underwriter

Accurately verified income, employment and other required documentation during the loan application process

Performed outbound calls to customers to successfully move their application through the loan process

Calculated and evaluated income, both salary & hourly, variable income, bonus/commissions/overtime

Accurately documented all efforts for each assigned account in accordance with established procedures and compliance policies.

Escalated problems and issues to underwriters when necessary

CAPITAL ONE, PLANO, TX

A leading information-based technology company November 2006 – October 2017

Quality Assurance Mortgage

Reviewed LS agent’s outbound calls to customers; listening and grading their soft skills and ensuring agents were providing an exceptional customer service experience.

Post Funding Escalations

Reviewed older mortgage loans that were missing the Final Title Policy and Recorded Mortgage

Worked with Law Firms and Title vendors to reconcile the missing documents.

Cleared reports that had 4 to 5 months of missing Final Title Policy’s and Recorded Mortgages

Worked with Law offices and other vendors to ensure we received the correct Final Title Policy’s and Recorded Mortgages

Once Title Policy and Recorded Mortgages were received uploaded the documents into the system.

Mortgage Intake Processor

Preliminary reviewer of approximately 80 mortgage loan files monthly.

Ensured information and documentation required for loan approval were obtained in a timely manner in accordance with company policy.

Determined if loan file passed initial hard cut requirements.

Selected appropriate path for loan to either continue in intake or be sent to Adverse Action.

Imaged and uploaded documents to be viewed by underwriter and processor.

Ordered services required to complete loan package such as flood certificate, employment verification, tax transcripts, appraisal and title.

Ensured policies, guidelines and procedures were followed per compliance regulations (HMDA, RESPA)

Home Equity Loan Processor

Liaison between branch banker, underwriter, and the borrower.

Communicated terms of loan to borrowers and requested necessary documentation for approval, such as proof of income.

Verified income documents and current insurance coverage.

Walked borrowers through the lending process from start to finish.

Maintained a pipeline of 30-50 loans.

EDUCATION

Kilgore College, Kilgore, TX

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