Mortgage Processor, Customer Service

LISA WILSON

Garden City, GA ***** 970-***-**** ***********@*****.***

Professional Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities with 7+ years of experience working from home 100% of the time. Committed to maintaining professional relationships to increase profitability and drive business results.

Skills

Order and Refund Processing

POS Systems and Ordering Platforms

De-escalation Techniques

CRM Software

Efficient and Detail-Oriented

Multitasking and Prioritization

Customer Data Confidentiality

Building Customer Trust and Loyalty

Upbeat and Positive Personality

Responding to Difficult Customers

Verbal and Written Communication

Issue and Complaint Resolution

Understanding Customer Needs

Calm and Professional Under Pressure

Work History

Jr Mortgage Processor (Remote) 03/2021 to 02/2022

Catapult Solutions Group - Caliber Home Loans – Plano, TX

Entered all data on new loans as received into computer system as needed for initial submission through appropriate Loan Origination System (LOS).

Maintained open line of communication with borrowers, loan originator, and underwriter throughout entire process assisting each as needed.

Monitored all incoming mail and documents for verification information on data used to obtain any loan approval.

Logged all incoming data into LOS for tracking purposes.

Reviewed files submitted to verify that all required documentation needed has been supplied to submit file to obtain AUS approval and submit to Underwriting Department

Maintained knowledge of all policies and modifications to guidelines and standards of company, federal housing programs, investors, and private mortgage insurers.

Reviewed AUS Findings (DU/LP) to verify all applicable documentation has been gathered and addressed.

Verified that credit documents (1003, Residency, Income, Assets and Liabilities) are accurate and reviewed third party documents (Appraisal, Title, etc.) to ensure salability.

Worked under tight deadlines and time constraints while maintaining low error rate.

Updated internal system with appropriate status for each stage of closing and delivery

Communicated closely with inter-company staff members to promote quick and effective loan workflow.

Customer Service Representative (In-Office/Remote) 08/2019 to 03/2021

Otter Products, LLC – Fort Collins, CO

Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Checked to ensure appropriate changes were made to resolve customer problems.

Met or exceeded service and quality standards every review period.

Used video conferencing, chat platforms, and instant messaging to stay in touch with others on the remote team with daily check-ins to accomplish company goals while working off-site.

Referred unresolved customer grievances to designated departments for further investigation.

Obtained and examined all relevant information to assess validity of complaints and to determine possible causes.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Cultivated customer loyalty, promoted repeat business and improved sales.

Answered customer telephone calls promptly to avoid on-hold wait times.

Asked open-ended questions to determine which products or services would be best fit for customer's needs.

Senior Graphic Designer 11/2002 to 08/2019

Union City Daily Messenger, Inc – Union City, TN

Work with clients to gather and define requirements, establish scopes and managing project milestones.

Handle multiple advertising sales departments remotely.

Create designs for advertisements, upcoming events.

Perform all duties with professionalism, integrity and positive attitude.

Convert various types of files for printing or for the Internet, using computer software.

Operate desktop publishing software and equipment to design, lay out, and produce camera-ready copy.

Check preliminary and final proofs for errors and make necessary corrections.

Education

Certificate 08/2002

Tennessee College of Applied Technology - Newbern - Newbern, TN

Business Adminstration

Core Competencies

Microsoft Office Suite (Teams, Outlook, Excel, Word), ADP, CRM software, LOS, Time-tracking software, AUS, Fannie Mae and Freddie Mac guidelines, FHA, VA, USDA

Certifications

Business/Legal/Medical Administrative Assistant Certificates

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