Data Entry Call Center

KELLIANN HUSBAND

** ******** ****, *******, **, United States

609-***-**** (cell) **********@*****.***

kelliann-husband-0b282b82 (LinkedIn)

EDUCATION

RUTGERS CAMDEN UNIVERSITY CAMDEN NJ

Bachelor’s 2007 – 2010

Graduated with honors with a degree in English Literature and a minor in Psychology. Camden County College- Associates 2003 – 2007 Liberal Arts & Sciences EASTERN REGIONAL Highschool- High school Diploma 1999 – 2003 SKILLS

Strong written and verbal communication skills

Passionate Customer Service- Product awareness- STAR technique. Conflict management & strong analytical resolution/research skills. Encompass/TRID/RESPA/ECOA/TILA

17+ years in the mortgage industry- Monitoring Trends-Call Center, Operations, Fulfillment (10 plus) Exceptional knowledge of mortgage process from start to finish. Operational listening skills

High level of competence in Excel, Word, monitoring calls/Proactively notating flaws and how to fix. Proficient in multiple tasks/meet deadlines in a fast-paced environment Participated/highly knowledge in shareholders equities. *Learning and knowing the difference btw them is very imperative.

Team player/ ability to interact within & outside of the organization Knowledge of FHA VA USDA FNMA / Freddie Mac and PMI guidelines Networking/Building relationships

Distinguished knowledge of Microsoft Word, Excel, and Outlook, Power Point, Adobe, Matrix with acceptable keyboarding skills Professionalism-strong work ethic Critical thinking/problem solving-Emotional intelligence-Active Listener/Empathy Proactive- Time management- Meet deadlines

Proven leadership skills/customer service orientation Demonstrate positive “can do” demeanor

Ability to motivate team members/Outgoing/Friendly.

“Outside the box” thinker for solutions, better production in areas needed most. EXPERIENCE

EQUITY PRIME MORTGAGE

Remote Mortgage Loan Closer 03/2022 – 03/2022

Balance Closing Disclosures- Set up the funding worksheet for wire transfer- Escrow holdbacks etc.

Diligently monitor and maintain a pipeline/anticipate est. closing dates based on TRID timelines. Evaluate and identify key behaviors and defects that drive, or reduce, sales, and improve customer experience.

Interface with internal and external parties, including underwriter, analyst, closing attorney, Title Company, servicing, lock desk

Prepare Workshop Overview’s for coaching with new systems- Embrace feedback and questions. Review sales contracts, addenda, homeowner’s insurance, final inspection, flood certificate, title commitment, and other documents

Perform monitors of customer care email responses (Handpicked by management) Work directly with fulfillment services to ensure CD preparation, ordering wires, loan doc preparation, funding authorization, shipping/clearing of loan stipulations and deficiencies, and verification of loan purchases

Determine all underwriting and closing conditions are met prior to disbursement Perform any other duties as assigned/Volunteer for extra work that is needed. Knowledge of Ellie Mae Encompass LOS

Ability to ensure lender/seller credits are itemized. POC credits are itemized. Fees are listed in the correct sections as well as fee entries are correct. Escrows set up properly Produce, organize all closing documents including conventional, FHA, VA and USDA loans, Wholesale loans Complete the Pre-Closing checklist to ensure compliance with all regulatory and investor guidelines

GUARANTEED RATE AFFINITY

REMOTE Closing Coordinator/Trainer 04/2020 – 10/2021 Selected to work with call center- Engaged in listening to calls in 3 ways; live, recorded, and side by side while communicating feedback to encourage and deter certain practices. Partnered with my manager in generating and providing performance scorecards Communicate with the clients- Active listening to their needs and make their journey as smooth and easy as it can be.

Encompass/YBR excellent proficiency with learning new systems. Dynamically participate in new business proposals

Review title commitment-Ordered payoffs check property taxes, mortgage, HOA, Child support, property insurance, and any other liens/payments owed. Verify borrowers’ and properties’ information is accurate on the title commitments and in the loan operation system (Monitoring calls bonus in helping make sure all information correct) Check homeowner’s insurance (HOI) and verifies that coverage(s) is adequate for property and loan types

Communicate with closing companies and brokers, LO’s on closing to verify closing before contract closing date

Generate significant observations/ recommendations through integrating data from internal and external sources, utilizing advanced statistical techniques.

Monitor defects, identify trends and develop/deploy process improvements Obtain closing documents; update and maintains customer files to include surveys, certifications, loan approvals, deed

Perform computer data entry of information and prepares appropriate reports as required Work independently & as a team with a positive mindset Check loans purchase for GNMA, FNMA & FHLMC to ensure meet guidelines FOUNDATION TITLE

Marlton, NJ Title Processor 05/2019 – 05/2020

Complete all new title orders- reviewing contracts, ordering payoffs for mortgages & judgments, etc.

Coached (monitor other trainers) while training new hires. Scored 10 out 10. Work with lenders and admin schedule closings

Set up innovative solutions and continuously learn how to enhance productions. Create and maintain department docs and filing system Carry out general office duties

Verify and make minor changes in legal descriptions to assure complete coverage of property Preparation of CD’s and HUD-1 settlement statements Correct all taxes due, HOA dues, and any delinquencies and/or principal and interest FREEDOM MORTGAGE

Moorestown, NJ Mortgage Assistant/Closer/Funder 01/2011 – 11/2017

*Specially selected to pilot new system and advise of glitches/flaws with Telecom/Data System Engineers Operate directly with team members to assign a comparative value to one or more projects or tasks Preparation of loan docs for all types of loans/missing docs needed Work daily basis with UW’s, title, attorney, settlement agents, VPs to clear conditions Review critical mortgage docs: HUD-1, Truth-In-Lending, Note(s), Trust Riders, 1003’s, W-9’s Rate locks not expired; audit executed loan documents prior to funding loan CDs in compliance with the LE’s- Disclosure history/tracking Follow up & obtain docs and/or corrections noted by post-closing department or investors Assist Manager/Team Lead with escalated/exception loans Calculate/set up the funding worksheet for wire transfer Fund the loan matching to bank approval and the loan docs Use proper method of delivery of disbursements to members, title companies, and wire transfers

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