Mortgage Underwriting Customer Service

KERRY LINDBERG

Mesa, AZ ***** • 360-***-**** • *****.********@*******.*** •

WWW: https://bold.pro/my/kerry-lindberg/443

Professional Summary

Accomplished Senior Level Manager with progressive industry background and decisive leadership style. Offers strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands. Skills

Negotiation skills

P&L Oversight/Budgeting & Cost Controls

Risk Analysis & Credit

Operations Management

Team Building & Supervision

Policy and Procedure Development

Process Improvement

Coaching and Mentoring

Budgeting and Forecasting

Conflict Resolution

Performance Monitoring

Recruiting and Hiring

Cash Flow and Financial Analysis

Performance Monitoring and Evaluation

Work History

Debt Consultant, 10/2022 to Current

Freedom Financial – Tempe, AZ

Answered over 100 customer communications per day via telephone, email and web chat. Responded to client concerns and questions about credit scores and methods to improve numbers.

Calculated clients' available monthly income to meet debt obligations. Produced budget tools, educational support and referrals for clients. Assessed individual client situations and made targeted recommendations for products and services to resolve specific situations.

Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.

Delivered services to customer locations within specific timeframes. Used Microsoft Word and other software tools to create documents and other communications. Actively listened to customers' requests, confirming full understanding before addressing concerns.

Offered friendly and efficient service to customers, handled challenging situations with ease. VP of Credit, 08/2021 to 02/2022

Loan Simple – Denver, CO

Performing detailed underwriting analysis for both credit and documentation deficiencies including income and asset calculations, employment history, credit score eligibility, and qualifying ratios for Conv/Jumbo/ FHA/VA loans

Providing thorough review to meet all investor guidelines to ensure purchase of loans. Completed all Investor required certifications (annually or quarterly), became main contact for all Investor relationships.

Promoted to AVP Consumer Lending Leader to include communication with 20 branches to train and assist in structuring of all Consumer loans. Reviewing all applications and determining credit decisions within timely manner, communicate with customer directly if no branch referral

Conceptualized the design, implementation and monitoring of strategies, processes, and technologies critical to operations

Lead Consumer team to increase production and streamline process Track all renewals/restructure/re-qualify if necessary Delegated authority with Secondary Market investors up to $417,000 Consumer authority up to $200,000

Underwrite all internal Portfolio loans including All-N-One Construction loans Construction files including review of builder financials, plans & specs, appraisals Verify budget is satisfactory for project and be sure all numbers balance to contract Assist with internal training and updating of manuals Prepare and disburse Portfolio loan reports

Pro-active pipeline review of all mortgage and consumer pipeline assist in keeping lines of communication open to be sure process is seamless

Hired and managed employees to maximize productivity while training staff on best practices and protocols.

Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting Used critical thinking to break down problems, evaluate solutions and make decisions Maintained energy and enthusiasm in fast-paced environment Participated in continuous improvement by generating suggestions, engaging in problem- solving activities to support teamwork

Prepared variety of different written communications, reports and documents Carried out day-to-day duties accurately and efficiently Led projects and analyzed data to identify opportunities for improvement Proved successful working within tight deadlines and fast-paced atmosphere Manager, 01/2020 to 08/2021

Penrith Home Loans – Seattle, WA

Expert knowledge of residential mortgage underwriting, including FNMA, FHLMC, FHA, VA, Jumbo and Non-QM underwriting

Active certification for FHA-DE, VA SAR-LAPP and Jumbo underwriting experience Ability to work accurately and efficiently in a fast-paced environment and to maintain production requirements while adhering to quality and service standards Expert knowledge with mortgage loan documents and ability to review those documents efficiently and with low error rate

Arbitrate appeals and disagreements of loan files as needed for response to audits and repurchases

Establish and manage underwriting help desk for production team scenarios and questions as well as day-to-day resource to support underwriters with regards to their specific and general loan file questions

Up to date on all correspondence guidelines (currently 7) and use of All-Regs Leadership role for managing and staffing department Build out strategically, with superior customer service, high attention to detail and high performance as core elements

Test, train and mentor all underwriters

Responsible for building out and managing departments, guidelines, systems and process flows.

Accomplished multiple tasks within established timeframes. Onboarded new employees with training and new hire documentation. Cross-trained existing employees to maximize team agility and performance. Maximized performance by monitoring daily activities and mentoring team members. Evaluated employees' strengths and assigned tasks based upon experience and training. Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands. AVP, Manager, 08/2016 to 12/2019

HomeStreet Bank – SeaTac, WA

Transferred to HomeBridge 5/20/19

Initially hired as Lead for Lynnwood, team of 16.Promoted to UW Manager of Seattle team in November 2017

Requested to then take over additional team in another location, total direct reports increased to 20

Underwriting team consisted of all loan types including Jumbo and Construction Individual authority approved to $1,750,000 for Portfolio and Construction loans Quarterly reviews with all employees to discuss goals, issues, expectations All reviews input into

Workday

Reviewed production based pay increases

Completed all bonus reports for Corporate

Experienced with hiring, reviews and downsizing

Managed increased production along with continuing to exceed upper management expectations

Consistently maintained approachable style where dialog is encouraged and embraced to enable building of strong relationships

Focused on training of best practices, instilling confidence to make decisions, empowering appropriate thinking outside box to meet risk tolerance Motivate through skilled management techniques

High priority of resolving issues quickly and accurately Provide thoughtful alternative solutions

Focused on building strong relationships with sales Meet and exceed Corporate expectations for quality and address any audit issues Experienced Senior Underwriter performing detailed underwriting analysis including complex income scenarios, asset calculations, employment history, credit score eligibility and collateral for government and

Jumbo transactions

Comprehensive knowledge of multiple investor guidelines for Jumbo Ability to effectively present information and respond to questions when communicating with sales and/or investor.

Helped VPs add value and growth to annual sales volume. Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.

Accomplished multiple tasks within established timeframes. Prepared and recommended long-range plans for development of department personnel. Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.

Cross-trained existing employees to maximize team agility and performance. AVP, SENIOR UW/CONSUMER LENDING LEADER, 02/2013 to 08/2016 Kitsap Bank – Bremerton, WA

Communicated business concepts and expected functional behavior to developers and other stakeholders.

Suggested and cross-sold other products or services on approved loans that benefited customer.

Collaborated with VPs in order to grow business partners through prospecting increased sales by 30%

Presented customers with financial solutions that best fit specific needs. Delivered excellent customer service and worked with customers to process loan applications and loan refinancing.

Completed loan applications, proposals and offers for new borrowers and followed up with pending applicants.

Resolved issues and recommended actions based on production and compliance reports. Identified and solved issues with production, workforce and material sourcing to drive business objectives.

Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.

Identified opportunities to improve business process flows and overall departmental productivity.

Established performance goals for department and provided methods for reaching milestones. POST CLOSING MANAGER/SENIOR UNDERWRITER, 06/2012 to 02/2013 The Legacy Group – Bellevue, WA

Developed new department to clear all post closing deficiencies to enable investors to purchase loans

Reduced aged pipeline from $26M on Warehouse lines to $7M in 6 months Established investor relationships with all 8 investors, set up weekly phone calls to assist in clearing audit reviews faster

Trained new team members, established systems and procedures for department Utilized experience in Jumbo Underwriting to restructure loans if investors would not purchase as submitted.

Education

Business

University of Phoenix - Tempe, AZ

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