Service Representative Customer

Sandra Palma

**** *. ****** *** *******, IL ***** *********@*****.*** 773-***-****

PROFILE

Self-motivated financial management professional with 20 years of mortgage lending experience. Detail-oriented individual who exemplifies professionalism and an ability to manage multiple projects at any given moment. Demonstrated history of successful business operation and relationship management while providing high-quality and effective customer service.

SPECIAL SKILLS

Proficient in Microsoft Office (Outlook, Word, Excel, & PowerPoint, Encompass EllieMae)

Bilingual- Able to conduct business in both English and Spanish

Responsible for all activities from registering applications through underwriting submissions and closing

Timely preparation of mortgage documents and customer disclosures

Ability to obtain relevant information from clients, realtors, builders, title companies, appraisers, bankers, accountants or anyone associated with the origination process

Ability to communicate clearly and effectively, both verbally and in writing

Strong relationship-building/ customer service skills

Solid time management skills with the ability to organize, prioritize, and perform multiple tasks simultaneously

Commitment to deliver high quality customer service

Flexible and willing to assume additional responsibilities

Quick learner motivated to learn new skills

Ability to analyze and comprehend complex finance data and provide financial alternatives

Always maintain a positive, professional attitude with customers

EXPERIENCE

Loan Coordinator – Guaranteed Rate 09/2016 – 10/2022

Daily tasks include working extensively with Encompass automated underwriting systems (DU, LPS, GUS) managing 40+ active loans, basic processing ranging from credit to documenting income calculations, rate locks, closing submissions and consistent borrower correspondence.

Coordinating with Loan Officers, Vendors, Underwriters and Closing Agents

Primary point of client contact for obtaining credit documents and clearing underwriting conditions

Performs scheduled calls-outs to borrowers to ensure they are informed of loan status and outstanding exhibits in courteous and professional manner

Prepared commitment letter, denial letters and cancel files when necessary

Processes the file into closing by gathering loan approval conditions, insurance, appraisals, titles, transcripts, flood etc. and prepares loan into closing

Successfully converted non-performing loans to performing loans.

Created strategies to develop and expand existing customer sales, resulting in an increase in monthly cash flow, which allowed investors to turn loans into a profit.

Reviewed borrower’s financials, assisted in obtaining financial assistance through government programs in different states, worked directly with various lenders to ensure deadlines were met.

Review the initial loan approval and address/request conditions from applicant

Ensure conditions per loan approval and upload upon receipt

Review clear to close for closing/funding conditions.

Scheduling and tracking of closing dates, contingency dates and loan locks expirations

Branch Lending Manager-Presidents Club/ Processor /Collections- TCF NATIONAL BANK 01/2004 – 08/2016

Provide guidance and assistance to Underwriting Analysts and Loan Processors with regard to due diligence review

Evaluate loan applications for risks and various criteria such as investor requirements, accuracy, consistency and completeness

Calculate income using documentation required per investor to ensure borrower meets guidelines

Review Collateral to ensure value is supported

Review credit reports and compare with credit application; verify bank guidelines for outstanding derogatory items and require payment or satisfaction if needed

Explains rationale behind credit decisions

Review file to make sure compliance has been met; regulatory; state and federal

Underwrite 10-25 files per day and meet or exceed assigned deadlines

Approve loans with proper documentation or recommend further action

Worked with Loss Mitigation Department to help collect past due mortgage payments/ helped borrowers reduce monthly mortgage payments when they were past due to prevent foreclosure

Managed 1 branch with a portfolio in excess of $60M within the region

Responsible for ensuring all portfolio and bank guidelines adhere to originating, processing, closing, funding and quality control

Managed a 3 person staff team, assisted with developing goals for the mortgage department and facilitated the successful attainment of these goals

Assisted with Loss Mitigation to prevent bank loss; collections

Improved productivity through monthly staff meetings to discuss progress, increase morale, and resolve pending issues

Train and coach staff on compliance of banking policies and procedures

Managed and sold bank owned properties

Support Regional Manager of Retail Lending in establishing and maintaining the budget for the mortgage loan department

Originated loans for borrowers whom utilized Matricula Consular, ITIN’S

Actively participate in the solicitation of lending business and cross-selling of products

Proactively identify, develop and maintain a quality network of business relationships with realtors, attorneys and other professional contacts that serve as a source of referrals for new mortgage lending opportunities

Senior Customer Service Representative – AMERICAN GENERAL FINANCE (Springleaf Financial Services) 03/1998 – 12/2003

Answered incoming calls from customers, agents, and branch personnel

Verify automobile and home insurance information

Entered loan applications into the system

Managed the office delinquency and solicit both new and former customers

Responsible for daily collection calls

Prepared mortgage releases as necessary when a mortgage is paid in full

Preformed many various secretarial tasks on a daily basis

Responsible for taking counter payments from clients

Solicitation for new/present loans

EDUCATION

Lourdes High School (1993-1997) High School Diploma

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