PETRENA T. BROWN

San Antonio, TX ***** 210-***-**** adxd88@r.postjobfree.com linkedin.com/in/petrena-brown

Mortgage Specialist

Highly qualified, resolute, and purposeful professional with valuable experience working in demanding environments, while driven to protect the company against risk by thoroughly leveraging background and strictly following the book. Superb written and verbal communication, providing exceptional customer service. A motivated leader and collaborator with a history of consistently exceeding expectations, delivering exceptional quality assurance, and boosting efficiency. An initiative-taker with a keen eye for detail, successfully manages multiple and concurrent tasks, maintaining primary focus on priority assignments.

Areas of Expertise

Time Management Encompass / Calyx Research and Analysis Problem Resolution Personnel Oversight Process Improvements Timely Follow up Project Management Relationship Building Software Proficiency

Experience

PenFed Credit Union, Tyson, VA 12/2021 - 11/2022

Loan Officer Assistant

Assisted two teams of 15 loan officers in organizing and managing their pipeline. Reviewed client applications, managed documents, and updated databases of approximately 100 active loans weekly. Pushed approximately 50 loans into processing per week.

●Utilized Encompass software.

●Chasing Intent to Proceed by phone and email, appraisals, collecting documents and assisting members with the loan portal.

●Built relationships with customers daily.

●Monitored own work to ensure quality.

●Recognized by members for service and professionalism.

Member First Mortgage LLC, Grand Rapids, MI 12/2020 - 11/2021

Loan Processor

Prepared loan files and submitted them to banks or mortgage lenders for approval. Maintained and prioritized daily workflow to ensure loans on target closing list were worked on accordingly and communicated expectations to loan officers and branch managers.

●Utilized Encompass software.

●Coordinated final underwriting approval and reviewed and approved all loan conditions within level of authority.

●Updated system and began processing of the loan in accordance with the approval conditions.

●Managed a pipeline of 50 loans and all activities involved with those loans.

●Provided excellent customer service to team members, potential buyers, and loan officers.

●Reviewed loan applications and assisted home buyers with gathering proper documentation for loan approval, researched and corrected mistakes if needed.

●Reviewed credit and title reports and ensured privacy and security of customer’s files every step of the way.

●Communicated with appraisal companies, attorneys, realtors, and title companies.

ASM Research, Fairfax County, VA 04/2019 – 06/2020

Security Support Specialist II

Processed access requests for 2,600 Accenture and client resources and deactivations for departing resources. Maintained and updated Identity and Access Management process documentation, workflows, and standard operating procedures.

●Monitored shared mailbox and responded to internal users, external vendors, and client inquiries.

●Coordinated approvals between Accenture and client resources by monitoring access tickets.

●Provided support troubleshooting access authentication issues.

●Provided Audit and Compliance support for internal and external audits (SOC1, FISMA, ISO, ATO).

●Completed quarterly access recertifications for user, application, and shared accounts.

●Assisted with new tool onboarding and access migrations.

Volt, San Antonio, TX 02/2018 – 03/2019

Sr. Support Specialist

Supported customers by providing helpful information, answering questions, and responding to complaints. Served as the final point of support for customers and helped to ensure customer satisfaction with products, services, and features. Mentored or gave directions to junior team members and provided training on best practices.

●Provided prompt and accurate solutions to technical support related questions.

●Responded to customer questions and concerns, ensuring call resolution while maintaining the highest level of quality support and maintaining a positive, professional attitude.

●Exceeded company quality statistics by 20% with closed tickets and customer satisfaction.

Supreme Lending - The Harris Group, Dallas, TX 06/2017 – 9/2017

Loan Processor

Prepared loan files and submitted them to banks or mortgage lenders for approval. Maintained and prioritized daily workflow to ensure loans on target closing list were worked on accordingly and communicated expectations to loan officers and branch managers.

●Utilized Calyx software.

●Executed the loan origination process, including ordering credit reports, appraisals, and preliminary title reports.

●Educated customers on the variety of loan products and available credit options.

●Processed mortgage applications in accordance with State and Federal Regulations.

●Communicated title fee/pricing quotes, troubleshooting potential documentation issues with Mortgage Loan Originator and/or Title Company.

●Worked directly with 15+ customers monthly to ensure 100% customer satisfaction.

●Analyzed applicants' financial status, credit, and property evaluation to determine feasibility of granting loan.

●Built knowledge about the latest banking products and services through company provided training sites.

Millennium Group LLC - USAA, Austin, TX 10/2016 – 02/2017

Regulatory Compliance Analyst/SME

Ensured that the company’s operations and procedures meet government and industry compliance standards. Researched regulations and policies and communicated requirements.

●Analyzed the review of TRID documents to ensure accuracy.

●Adhered to all federal and state compliance guidelines relative to retail mortgage lending.

●Collected, organized, analyzed, and disseminated significant amounts of information with accuracy.

●Ran daily reports and provided status updates to Compliance Manager Analyzed and recommended changes to systems and operational procedures that will improve the delivery of service.

Additional Experience

Tri-Starr Personnel, City of San Antonio, Administrative Assistant II

Peyton Resource Group – USAA, Mortgage Specialist

Treliant Risk Advisors, Regulatory Compliance Analyst

Robert Half /Accountemps, Team Lead/Regulatory Compliance Analyst

Education

Associate of Science (AS) in Business Administration

Brown Mackie College, San Antonio, TX

Contact this candidate