Vickie Bell adwvpp@r.postjobfree.com Howe, TX 214-***-****

Detail Oriented Exceptional organizational skills Administrative Communication Skills Impeccable Customer Service Skills Microsoft Office Data Entry Auditing Research Neighborhood Assistance Corp of America Mortgage Counselor Aug 2022-Feb 2023

• I provided the member with a clear direction for a path towards homeownership goals and ways to improve their financial management skills.

• Reviewed and processed priority, non-priority, and section 8 members application for credit access to ensure the member and the property adhered to NACA’s criteria.

• Explained the Section 8 process as it relates to NACA policies and procedures.

• Implemented a directive and instructions on how to obtain and upload needed documentation. Wrote out an action plan to get the file moving forward and address any/all conditions (if any) within 48 hours.

• Calculated income, reviewed W2's, tax documents and bank statements to determine a maximum affordable mortgage payment. Adhered to company guidelines.

• Reviewed payment history, liabilities, assets, and other criteria to determine eligibility for the program, readiness for home ownership and payment affordability.

• Housing Management. Worked with Members for as long as it took to resolve payment history issues, to reduce debt and/or adjust expenses as needed to meet their purchase goals.

• Discussed housing relocation and referral services when needed. Leader One Financial Purchase Clearing Coordinator Aug 2020-May 2022

• Packaged Conventional, FHA and VA loan documentation requested by investors, bond agencies, and servicers.

• Uploaded documents and information received from title companies, branches, and other sources to Encompass.

• Sent documents and information received from title companies, branches, and other sources to requestors through email and designated websites

• Worked new conditions within 24 hours of assignment

• Followed up on all loans 48-72 hours until resolution

• Worked with a sense of urgency to clear Post Purchase deficiencies within a week of suspension. Prioritized/organized work to elevate time management.

• Assisted in Final Docs department reviewing title policies and DOT’s Tangible Dream Solution Administrative office Assistant/ Jan 2018-June 2020

• Coordinated and followed up on outstanding doc requests

• Communicated with Property owners, tenants, vendors, and maintenance technicians

• Identified opportunities to continually improve and gain in efficiency

• Fostered positive client relations and service (owners, residents, and vendors)

• Worked with vendors involving work orders and accountability

• Administered property inspection processes

• Assisted manager with daily activities, including maintaining calendars, preparing correspondence, and providing customer service.

• Interacted with clients in person and over the phone.

• Prepared and reviewed new account paperwork.

• Facilitated and resolved client service requests.

• Applied a working knowledge of operations/client-service processes.

• Worked independently, effectively, and efficiently.

• Ensured paperwork was prepared and provided for all client meetings.

• Handled confidential and/or sensitive information responsibly.

• Maintained admin functions of the office such as office supplies and mail. Vanguard (FEMA) Residential Property Inspector Sept 2017-Dec 2017

• Communicated with property owners and renters via telephone and email to schedule inspections.

• Accessed property damage resulting from Hurricane Irma

• Offered alternatives when clients found exception with FEMA’s portion of financial assistance and deescalated concerns prior to supervisor getting involved.

• Followed guidelines and protocols for all home inspections.

• Collected photographs of the interior and exterior of the property including photos of the roof, all sides of the home, exterior amenities and hazards, external obsolescence, heating, plumbing, electrical systems, interior furnishings and building materials.

• Measured the perimeter of the property using a wheel and inputted accurate diagram of the home including square footage and different components into mobile application.

• Confirmed the customer fully understood what was explained.

• Ensured the customer service experience exceeded expectations. Fairway Independent Mortgage Suspense Coordinator June 2016-Mar 2017

• Receive suspended loans list via investor web portal and emails

• Review loans in the process of being sold to investors and identify any potential deficiencies. Note as suspense items that need to be addressed prior to purchase

• Examine a file and identify the mortgage documentation the investor is requesting. Fax or FedEx the requested items to the investor and request notes to be shipped to the investor. Assist with follow-up documentation on loans already purchased

• Review the unfunded loan report to help prioritize, ensure good communication, and examine what and how much is outstanding to determine suspended loan prioritization

• Enter data in the company’s report system. Continually update the loan system

• Follow up on aged/aging loans and provide regular status updates to manager

• Document and make copies of items sent to investors and clear investor suspense items

• Manage incoming faxes from investors, branches and borrowers needed to clear or document investor suspense items

• Meet weekly with the manager to address status of assigned investor suspense pipeline Federal National Mortgage Assoc. (FNMA) Underwriting Support Nov 2006-May 2016

• Served as point of contact for agents/brokers by gathering information on behalf of the underwriters, answering questions, resolving low complexity issues, facilitating overall servicing of accounts and processing business transactions not requiring review/signoff by an underwriter. Per Underwriters direction, made policy changes as requested.

• Took necessary measures to obtain information needed to finalize inquiries/transactions and maintain a suspense and follow-up system for outstanding underwriting items.

• Ensured accuracy of information inputted into all appropriate systems and verified that all necessary documentation was in the file.

• Routinely communicated with team members, agents/brokers and other key business partners to research and gather necessary information to review, analyze and complete transactions.

• Utilized and adhered to internal guidelines, procedures and service standards to ensure that all assigned work/transactions were processed in a timely manner (yet accurately) and met compliance standards.

• Participated in problem solving activities to define problems, identify root causes, designed and tested solutions and implemented solutions in an effort to work more efficiently & effectively and permanently eliminate problems.

Education

Business and Management Center/Diploma

Mountain View College/Real Estate Law Certificate

NMLS # 2442328, SAFE Certification, HUD Certification 4EEUM5, Regulation Z Truth in Lending Act

(TILA) Home Mortgage Disclosure Act (HMDA)

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