Customer Service Call Center
Resume:
DWAYNE ROGERS
adut3k@r.postjobfree.com
SUMMARY
13+ years’ experience in the Mortgage industry as an enthusiastic and self-motivating Loan Officer, Processor, Underwriting, providing excellent customer service throughout the entire loan process. Consistently exceeds client and team expectations. Skilled in coaching and mentoring team members on loan products and services. Passion for serving and cultivating loyal professional relationships.
HIGHLIGHTS
• Account Manager, Processor, Underwriting • Establish & Cultivate Relationships
• Residential, Non-QM, FHA, VA, USDA,
Jumbo and conventional loans
• Customer Service & Client
Retention
• Process Mortgage Documents • Manage Mortgage Loan Process
• Team Lead – Mentor/Coach/Train • Assist Low Income Individuals EXPERIENCE
Lendsure Mortgage
Lendsure Mortgage Corp, offers a comprehensive range of non-QM loan programs for borrowers that don’t fit conforming guidelines. Lendsure objective is to help mortgage professionals better Serve their clients by offering a wide range of programs to meet their needs. Lendsure focus on Hands-on customer service, common sense underwriting and unsurpassed funding. Credit Analysis
• Underwrite PQ loans to qualify and sign off with income, credit, assets, program guidelines and pricing.
• Work closely with Account Executives to structure the loan correctly and send PQ approval with conditions after review.
• Develop relationships with Lenders and internal account Executives to grow the customer experience.
• Communicate with Sr. Management to request exceptions and get the best counter offers.
• Communicate with team members for best practices to increase production and time management.
• Exceeds monthly funding goals and closings
Sprout Mortgage Atlanta, GA August 2020
An investor for non-agency loans. The loan programs are designed to appeal to broad range homebuyers, persons with recent credit problems, upwardly mobile professionals with limited savings, real estate investors and foreign investors. Sprout purchase loans from lenders that are highly ethical and compliance oriented. Sprout supports Optimal Blue, Nylex, Ellie Mae documents, DocMagic and IDS.
Account Manager
• Serve as the primary contact to the Lender & Account Executives throughout the entire loan process
• Develop and cultivate solid relationships with Lenders and internal account Executives to drive repeat business
• Maintain pipeline and identify client follow-up actions
• Sustain a sense of urgency and rapid response to loan status, underwriting, processing, and funding inquiries
• Review all documents prior to submission to underwriting to ensure conditions are met
• Work closely with funding and underwriting team to move loans through the process and successfully close loans on target dates
Angel Oak Mortgage Solutions Atlanta, GA June 2018 - March 2020 Pioneering a fresh approach to today’s mortgage lending challenges, offering alternative lending products to allow partners to grow their retail business and better serve their customers. A highly entrepreneurial organization that embraces a strong service-based culture. Account Manager
● Manage a minimum pipeline of 100 loans/month – success rate of closing no less than 65% on a monthly basis
● Generate and monitor the daily pipeline report – ensure loans are progressing as required
● Prepare, distribute and manage sales team’s pipeline and goals
● Work closely with Account Executives and update on loan state as needed
● Interact and coordinate with the sales team and operations on loan submission, expectation, progress and expected closing date
● Assist the customer navigate the system and process from the time of loan registration through funding
● Communicate and update the strength and weakness of the loan to the broker and operations team
● Team lead - mentor, coach and guide team
● Exceeds quarterly goals by 20%
Evolve Bank & Trust Duluth, GA May 2017 - May 2018 A strong emphasis on residential lending; focus on making available the most residential loan programs – including FHA, VA, USDA, Jumbo and conventional loans. Identify financial solutions which are best suited for the client’s situation.
Processor/Loan Officer
● Obtain and verify paperwork/documents from clients; review documents and confirm program and regulatory requirements are met
● Executed loan origination process, including ordering credit reports, appraisals, etc.
● Explained affordable HUD programs and resources to clients
● Assisted in determining client financial eligibility
● Assisted low-income clients with down payment assistant programs
● Confirm underwriting guidelines are satisfied
● Establish relationships with clients and realtors by providing excellent customer service Embassy National Bank Lawrenceville, GA Sept. 2016 - May 2017 An innovative personal lending solution that takes the confusion out of making purchases and consolidating debt. Embassy’s personal banking representatives’ guides clients through the process and help them choose the best lending products for their needs. Processor and Loan Officer
● Establish, and cultivate new business relationships
● Interview applicants to determine loan eligibility – FHA, VA, Conventional
● Ensure loan applications are complete, accurate and timely filed/submitted with locked rates
● Comply with lending laws
● Deliver exceptional customer service and generate referrals Previous Mortgage Industry Experience
EDUCATION
Youngstown State University, Youngstown OH
NMLS (Nationwide Mortgage Licensing System) License #1545158 VOLUNTEER: Outreach Ministry, Feed men and children in shelters, Youth Flag Football Coach
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