Loan Processor Customer Service

CINDY HANNAH

*************@*****.*** 704-***-**** Gastonia, NC 28056

Astute Senior Mortgage Loan Processor/Processing Manager bringing 30 years of experience in banking and financial positions. Adept at building loyalty and trust between company and customer. Specializing in customer service and bank standards. SKILLS

Technical Skills: Encompass, Excel, Tableau, Loan Processing, Process Analysis and Improvement, Customer Service, Auditing, Bank Compliance, FHA/VA Compliance, Fannie Mae/ Freddie Mac Compliance

Leadership Skills: Coaching, Training, Professional Development, Performance Management, Loan Assignment

PROFESSIONAL EXPERIENCE

Team Lead Processor 10/2021 - 11/2022

PenFed Credit Union Gastonia, NC (Remote)

• Interacted regularly with peers and management to pursue continuous improvement of facility operations and promote a teamwork-focused environment.

• Communicated with Operations Manager if unable to achieve the timeline or resolve the error.

• Received and reviewed incoming documents and materials for processors.

• Served as subject matter expert regarding policies, procedures, and technology.

• Created strong working relationships with advisors, assistants, and Pentagon Federal Credit Union support staff.

• Utilized and trained associates on various financial products and software programs.

• Supported other operational teams with transactions and account maintenance.

• Worked with processors to maintain the team’s 5% Gallup customer service score. Senior Mortgage Loan Processor 02/2021 - 09/2021

TruLoan Mortgage Charlotte, NC (Remote)

• Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.

• Reviewed financial statements and contacted institutions and customers to clarify details.

• Maintained compliance with privacy and security requirements and federal statutes covering Conventional, FHA, and VA loans.

• Conducted processing activities for over 30-50 monthly applications in Encompass.

• Collaborated with Loan Officers to provide timely, accurate service for clients throughout the entire mortgage process.

Senior Mortgage Loan Processor 12/2017 - 02/2021

Uwharrie Bank Charlotte, NC

• Managed 30-50+ purchase and refinance loans monthly for Conventional, FHA, VA, and USDA.

• Set up loans from applications in Encompass.

• Responsible for disclosing the initial package and all re-disclosures.

• Work closely with borrowers, all parties, and vendors to collect all documentation to prepare the file for closing.

• Collaborated with Loan Officers to provide timely, accurate service for clients throughout the mortgage process.

• Set up and completed loan submission packages.

Senior Mortgage Loan Processor 03/2015 - 10/2017

Pacific Union Financial, LLC Charlotte, NC

• Managed over 30+ pipelines of Purchase and Refinance loans for Conventional, FHA/VA, and Bond programs.

• Set up loans from the start and collected borrower's documentation.

• Pre-underwrote all files.

• Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.

• Coordinated closing process with attorneys, title companies, and government clerks.

• Collaborated with Loan Officers to provide timely, accurate service for clients throughout the entire mortgage process.

HSSIII 12/2014 - 03/2015

Accenture Charlotte, NC

• Managed over 30+ pipelines of Refinance loans for Conventional program.

• Pre-underwrote all files

• Set up loans from start, collected all documentation and coordinated the entire process with the customers and vendors thru closing.

Senior Mortgage Loan Processor 04/2014-09/2014

Roundpoint Mortgage Charlotte, NC

• Managed over 30+ pipelines of Purchase and Refinance loans for Conventional, FHA/VA, and USDA programs.

• Collected all documentation and pre-underwrote the file.

• Worked closely with all parties throughout the process to insure that borrowers had the best experience.

HLPIV/HLPV 06/2010-06/2014

Wells Fargo Charlotte, NC

• Managed over 30+ pipelines of Purchase and Refinance loans for Conventional, FHA/VA, USDA and Bond programs.

• Collected borrowers documentation and worked closely throughout process with HMC’s, borrowers and 3rd party vendors.

• Worked loans from start to finish

EDUCATION

Bachelor of Science: Business Administration, Corporate Finance 05/1993 Western Carolina University

Contact this candidate