Loan Processor Customer Service
Resume:
Tami R. Chatman
******@*******.***
Qualifications
Loan preparation, Office administration, Customer Support, Customer Service, Verbal Communication, Problem Solving, Teamwork, People Management, Managing Processes
Knowledge in Mortgage Industry* Management & Organizational Skills* Excellent Communications
Skills* Team Player* Leadership Skills* Attention to detail
Jefferson Wells/Experis US (Delta Community Credit Union) September 2020 – Current
Jr. Loan Processor/Real Estate Fulfillment -Onboarding
*Communicate with underwriter to ensure adherence to established guidelines
*Provide status updates on loans as requested by Members and/HLS through Pipeline Manager. Review outstanding approval and funding conditions
*Respond to internal and external customer inquiries on loan conditions and/or documentation requested for approval or funding
*Ordering Data Verify, Flood Certificates, Appraisal Reports, Property Condition Report, Sure Val Property Reports, Title Reports.
*Communicate with Members and HLS as it relates to resolution of problems with program changes and reworks for the loan.
*Review conditions received for accuracy, sign off conditions within assigned authority and/ or forward conditions to Underwriting for review in a timely manner
*Works closely with HLS on any required change of circumstance and ensure re-disclosures are processed within the required time frames
*Submit loans for CTC by ensuring loan meets final prior to close conditions as well as review documents to validate expiration dates
*Calculating income and reviewing tax returns
*Review Title Report – Open Liens, Property Taxes and Legal Description * Process HELOC loans following Second Mortgage Underwriting Guidelines * Responsible to meet daily, weekly, and monthly production goals.
*Responsible for ensuring proper compliance and adhere to industry regulations and standards
*Consistent follow up with Members regarding loan status and provide over the top customer service.
Real Estate Fulfillment
*Responsible for Loan Set-up -Flood Certificates, VOE, VOD using Symitar, Title Reports, Full Appraisals from AMC and activated UDM. Requested Tax Transcripts from Equifax Mortgage Solutions.
*Corresponded a time line to applicant and introduced Processor on loan.
*Responsible for Company credit card for payment to Third Party Vendors.
*Call or Website contact Insurance Companies to Order all EOI with Company Mortgagee Clause on Homeowner Policies for closings.
INFOSYS BPO (Penny Mac) June 2019 – September 2020
Process Specialist
*Performed data validation
*Executed transactions per guidelines and timelines.
*Reviewed and Validated inputs from other team members
*Processor determined when loans were ready to be returned to the U/W
*Processor was key contact between borrower and loan operations
*Support Team Lead in training activities, daily operations and help with escalation resolution.
*Meet service level agreement targets for specific processes (within the guidelines and policies of Infosys).
Wipro Gallagher (Discover Home Equity Loans) November 2016 - January 2019
Sr. Loan Processor
*Process front line HELOC loan files.
*Document, order and retrieve third-party applications
*Borrower facing Sole responsibility for loan process
*Gathered conditions/borrower documents to meet the terms and conditions of the loan file * Placed high volumes of outbound calls and be able to work in a high call center environment
*Consistently made 60+ calls each day and be on phones 6+ hours to customers
*Utilized verbal skills for phone communication and customer service
*Maintained Professionalism when communicating with all customers
*Continual follow-up on all requested items, tracked pending items and schedules.
*Maintained high pipeline levels
*Respond timely to emails and phone calls from borrowers as well as management
*Proficient in Microsoft Office software
*Provided back-up support for team members as necessary
*Exceeded deadlines and performed additional tasks as required
Crosby Corporation – Memphis, Tennessee September 2014 - July 2016
Due Diligence
*Analyze full credit, compliance and collateral reviews, loss mitigation and loan modification assistance, Put - back forensics and rebuttals, asset management and surveillance.
*Document and identify business requirements for AML projects to support the investigation.
*Reviewed RESPA docs and wide range of professional services catering to the industry, including credit/risk policy assessment and delinquency surveillance
The Mortgage Directory – Atlanta, GA Sr. Loan Processor February 2012 – July 2014
*Provide technical assistance to other underwriters, loan originators, processors and closers in order to enhance volume, accuracy, efficiency and maintain customer service.
*Examined several different types of lending (government-backed, home equity, conventional).
*Assist with fraud detection and prevention.
*Respond to individual, company and investor audits.
*Verify customer income documentation including analyzing complex tax returns, resolves more complex title, appraisal and subordination issues.
*Evaluate Credit decisions for accuracy based upon established risk parameters in accordance with policy, program and product guidelines.
*Coordinate underwriting activities loan processing and loan closing to ensure all loan requirements are met; inform loan production personnel of incomplete files so they procure appropriate information necessary to complete loan packages.
*Examine complex loan documentation (appraisal reports, compliance inspections, credit reports, verifications and tax returns) to evaluate subject property and credit worthiness of borrowers; determine if loan meets approval criteria.
USAA Federal Savings Bank (Strategic Staffing Solutions) - San Antonio, TX.
Sr. Processor July 2010 – December 2011
*Processed Conventional Refi. (Internet Mortgage Applications for USAA Members)
*Set expectations with all members-contact, discuss details of loan, request documents for processing – (income/assets/DU conditions), listen and build rapport, set timeline.
*Verified property type, current condition, occupancy, addresses, sales price, est. value, loan amt., and rate locks.
*Provided estimated monthly payment (Principal/Interest/Taxes/Insurance.) Confirmed HOI, PMI.
*Reviewed Credit report-liabilities, public records, Safe scan, any liens, payoffs confirmed.
*Access to Online Intelligent Procedures to get all information and procedures to process loans. Confirm flood zone.
SE Lending Mortgage Co. – Atlanta, GA July 2007 – October 2009
Sr. Loan Processor
*Verify customer income documentation including analyzing complex tax returns, appraisal and subordination issues. Assist with fraud detection and prevention.
*Responsible for examining different types of lending (conventional, home equity and governmentbacked).
*Process loans for Broker, review loan documentation (VOE, VOM, VOD) Order Title and Appraisal.
*Submitted loan documents to Lender for processing. Scheduled closings.
*Determine if the proposed monthly expenses and total monthly debt obligation.
*Review loan applications, gift letters, verification of employment & deposits.
*Prepare the docs for closing, complete Due Diligence at the end. Ordered and analyze credit reports. * Calculate and analyze income structure (i.e. Employment, tax returns, divorce decree, alimony), calculate and analyze funds to close (i.e. Gift money, IRA, 401(k), sale of asset), HUD statements and reserves, review verify credit report (i.e. FICO, pay history, validate other debts) and other mortgage/real estate owned (i.e. Rental income, disposition of property).
*Review the appraisal to assure that it meets the requirements of the investor and sometimes request additional information to substantiate the value. Add conditions to the loan and clear them.
Washington Mutual Mortgage Jacksonville, FL, Pittsburgh, PA, New York, NY
Sr. Processor Jan 2003 – December 2006
*Processed mortgage loans, review all loans for accuracy, compliance and execution of lender guidelines.
*Review clients credit, income and rental history.
*Documented all verbal contact with clients on computer system.
*Requested appraisals, title and flood certificates. Requested any subordinations needed for WAMU. * Submitted any changes to loans for underwriter approval. Calculated HUD for closing Dept. went over files with clients prior to closing.
*Removed all dead files from system. Minimum of 65 loans in pipeline.
*Calculate and analyze income structure (i.e. Employment, tax returns, divorce decree, alimony), calculate and analyze funds to close (i.e. Gift money, IRA, 401(k), sale of asset), HUD statements, and reserves, review and verify credit report (i.e. FICO, pay history, validate other debts) and other mortgage/real estate owned (i.e. Rental income, disposition of property
*Review the appraisal to assure that it meets the requirements of the investor and sometimes request additional information to substantiate the value.
*Add conditions to the loan and clear them. Compiled all client documentation and disclosures.
Technical Software: Encompass, Symitar, Net Oxygen, - The Work Number, Loan
Works, Thomas & Company, MS Word, MS Excel, MS Outlook, Desktop Underwriting,
Education: BS Accounting, Southern University, Baton Rouge, LA.
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