Mortgage Loan Customer Service

Barbara Suggs

**** ***** **** ******, ** ***** 704-***-****

adx8xx@r.postjobfree.com www.linkedin.com/in/barbara-suggs-270115162

Senior Loan Processor / Mortgage Loan Coordinator / Customer Relationship Manager

Self-starter, motivated to utilize customer service and mortgage experience in a helpful, rewarding way towards meeting the banking and financial needs of clients and to improve the overall customer experience.

Dynamic and highly motivated professional with 10+ years of experience and comprehensive knowledge in mortgage lending, loan processing, financial services, and banking. Capable of implementing and enhancing operational procedures to ensure maximum efficiency and productivity. Known as a team player who is able to apply regulatory and compliance requirements, adhering to federal programs and investor guidelines with knowledge of collection laws as well as ensuring client privacy and file security. Proficient in adhering to the highest standards of integrity to consistently achieve results while maintaining corporate standards. Expertise and knowledge in all aspects of the loan process, from loan origination to closing.

Loan Applications

Communication Skills

Relationship Building

Interpersonal Skills

Communication Skills

Time Management

Financial Documentation

Underwriting Expertise

Mortgage Products

Problem Solving

Risk Management

Credit Analysis

Provide leadership in a wide range of credit-related products. Offer experience with credit documentation while accurately converting information while adhering to operational procedures.

Strong management skills in determining the strength of modification eligibility as well as other potential resolutions, such as: full payoff, reinstatement, and short sale/deed in lieu options.

Apply a full understanding of the Mortgage Loan process and demonstrate excellent communication skills with the ability to communicate effectively. Very familiar with FHA and HUD guidelines.

Professional Experience

US Bank

Charlotte, NC

Fraud & Compliance AML/BSA Specialist.

June 2022

October 2022 currently employed

Analyze customer account transactions to detect suspicious activity and determine whether a SAR report should be filed with Federal Government

Acted as liaison for case management records to assist with providing proper documentation relevant to compliance risk based review

Updated customer profile for KYC screening

Compliance and risk control experience utilizing extensive review techniques identifying potential fraudulent activity patterns that do not self identify and activity does not correspond with occupation or business structure data

Deep understanding of risk management and in communication skills in oral and writing

Ensure efficient identification and monitoring of activities and transactions considered suspicious

Conduct proper investigation of money laundering alerts or transactions considered suspicious

Collect documentary proof and build as well as maintain case files

for high risk account activity

Lennar Mortgage Charlotte, NC

Senior Loan Processor March 2020 – February 2022

Evaluated loan applications in accordance with industry and Lennar Mortgage standards. Obtained and verified all loan documentation, such as: title reports, insurance, appraisals, as well as assets and income declarations. Reviewed and assessed documentation for accuracy and promptly provided to underwriting.

Gathered all types of credit information for existing and prospective customers to minimize risk and potential loss. Provided leadership in residential mortgage loans (FHA, VA, USDA, and conventional).

Processed complex commercial business and self-employment loans in adherence to Federal guidelines by obtaining statements (year to date, profit & loss, and balance sheet), personal and business bank statements, as well as two years of Federal tax returns, with EIN to support income verification processes.

Bank of America Charlotte, NC

Mortgage Loan Coordinator June 2015 – July 2019

Provided leadership in managing clerical, administrative, and loan processing duties of the Sales Office.

Served as an effective communicator and liaison for the bank with clients. Led in managing loan process, including collecting additional documents as required by underwriting for timely closing of loans.

Built strong working relationships with clients by effectively communicating documentation and time requirements as well as conveying loan status and projecting a positive and caring perspective.

Reviewed and evaluated loan documents. Collected all upfront fees associated with the loan process.

Bank of America – Global Technology Charlotte, NC

Customer Relationship Manager II August 2014 – March 2015

Provided strict Compliance oversight by mitigating risk involving the detailed review and approval of required identification and residency documentation submitted to Bank of America by customers from sanctioned countries in accordance with The Office of Foreign Affairs (OFAC) Guidelines for the enforcement of economic and trade sanctions in compliance to National Security goals.

Was fully responsible for accurate daily status updates in appropriate proprietary systems to indicate documentation was verified acceptable or not acceptable while simultaneously operating within regulatory guidelines to avoid any potential financial or reputational risk to Bank of America.

Participated in special projects to provide quality assurance reviews of client documentation and record status updates and remediation results into proper systems. Ensured service quality standards were met.

Achieved all loan production goals as established by Bank of America. Oversaw and ensured successful completion of all assigned training activities. Communicated often with customers and business partners.

Bank of America Charlotte, NC

Customer Relationship Manager I October 2011 – August 2014

Reviewed complete loan package. Experience in monitoring, researching, and instructing payment processing for borrowers’ payments, disbursements, fees, payoffs, and all miscellaneous items for loans.

Responded in a timely manner to all borrower verbal inquiries regarding insurance, tax, escrow analysis, and loss drafts by making recommendations and taking appropriate actions to correct problems.

Performed delinquent loan status reviews, contacting account holders primarily through phone and email communications and accurately notating all communications and periodic status updates.

Was responsible for calculating borrower’s income, gathering required financial documentation, and determining occupancy status of the property. Prepared completed files for Underwriter review by stacking required documentation appropriately – utilizing labeling criteria and data requirements.

Served as a single point of contact and liaison between borrower, underwriter, loan originator, and lender.

Neighborhood Assistance Corporation of America (NACA) Charlotte, NC

Mortgage Consultant / Home Save Counselor June 2009 – August 2011

Presented full modification requests to a broad range of servicers inclusive of homeowner verifications, debt liabilities, credit bureau reporting, financial budget, and any hardship explanations.

Led in documentation preparations in closing mortgage loans, title commitments, surveys, and HUD 1’s.

Examined and processed all documents required to prove and demonstrate homeownership readiness, and assisted in initiating the purchase program application process. Updated on modification efforts to preserve accuracy and adherence to mortgage industry standards and regulatory guidelines.

Conducted loan modification team training. Provided training participants the opportunity to expand their leadership skills, coaching them through attacking the process and not the person mentality.

Completed thorough and timely mortgage loan reviews for specific categories to identify procedural, regulatory, investor, and client-specific modification issues. Prepared loan reports for management.

Computer Skills

Microsoft Office (Word, Excel, PowerPoint, Outlook), SharePoint, Encompass, Salesforce, and Automated Underwriting System (AUS)

Education

Richmond Community College – Data Processing and Business Administration

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