Customer Service Office Manager
Resume:
Bernadette Barela-Mondragon
Highlands Ranch CO 80130
ady68t@r.postjobfree.com
SKILLS: 10+ years Operations Management and Loan Processing Management
Exceptional customer satisfaction Personable Negotiator Consistent
Problem solver Creative Responsible Flexible
Critical thinker Organized Clear and concise communicator
High aptitude Conflict resolution Strong sense of urgency
WORK EXPERIENCE:
October 2022 The Premier Group
to present Manager of First Impressions/Office Manager
Provide stellar customer service to internal and external customers with patience, courtesy, professionalism and humor
Research system improvements and provide solutions to management
Plan and coordinate quarterly team building and volunteer events for 10 in state and out of state divisions
Provide general administrative support to all divisions and management
Complete month end reports for Marketing
Prepare conference rooms for meeting including food orders and materials for presentation
Primary front desk receptionist answering up to 200 calls a day
Implemented phone headset to minimize disruption to other departments who answer call overflow
Provide administrative support for all divisions
Update the operating procedures as needed
Maintain continuous cleanliness and order for all common areas including conference rooms
Order office supplies, including furniture and business cards, as needed
Coffee station revamp to include different/healthier choices
Part of the Safety Implementation Team
April 2022 Fairway Independent Mortgage (laid off)
to September 2022 Branch Operation Manager/Office Manager
Office Manager
Ensure communal office area is kept tidy and all borrower documents are safely stored or shredded
Order office supplies, snacks, run dishwasher and schedule maintenance with building facilities
Answer and route incoming office calls
Send overnight packages to clients, provide return envelope and distribute when package is received
Order kitchen and office supplies
Collaborate with Facilities to ensure all office facilities are in good repair
Distribute office door passes and ensure fee is collected for lost pass
Operations Manager
Set daily priorities and workload balance with team members (Loan Processors and Loan Officer Assistants)
Order condominium/attached PUD documents and work in conjunction with the Condo Desk for missing items
Ensure proper procedures are followed and provide training to correct deficiencies
Provide support and resolutions to loan challenges
Facilitate weekly pipeline meetings to review pending loan closings to ensure timely closings and Closing Disclosures have been sent to borrowers
Process up to 10 loans a month
Provide back up for Loan Officer Assistants, Processing and Set Up when staff is out of the office
Lead a positive work environment by providing positive feedback, demonstrating company values and striving for
Improvement
December 2021 Quo Home - broker (position eliminated)
to March 2022 Loan Processor
Review new loans within 4 hours of receipt, prepare borrower needs list
Make introductory call to borrowers with a needs list and follow up with email to borrowers stating specific deadlines, additional follow up done if items are not received by deadlines
Order third party items: appraisal, title, HOA, insurance, written or verbal verifications of employment
Prepare loan for submission: confirm guidelines for conventional, jumbo, VA or FHA and run appropriate AUS
Submit loan to underwriting within 5 days of the loan initial receipt with the goal of having less than 3 borrower conditions upon approval
Call and email borrower with outstanding conditions needed for “clear to close”
Complete required compliance training
September 2020 Guaranteed Rate, LLC (laid off)
to November 2021 Mortgage Consultant
Review new loans within 24 hours of receipt, prepare borrower needs list and note items I need to request
Make introduction call to borrowers with a needs list and follow up with email to borrowers stating specific deadlines, additional follow up done if items are not received by deadlines
Order third party items: appraisal, title, HOA, insurance, written or verbal verifications of employment
Prepare loan for submission: confirm guidelines for conventional, jumbo, VA or FHA and run appropriate AUS
Submit loan to underwriting within 5 days of the loan initial receipt with the goal of having less than 3 borrower conditions upon approval
Call and email borrower with any outstanding conditions and prepare the “hand off” to the Loan Coordinator
Work in conjunction with the LC to obtain Mortgage Consultant and/or Loan Coordinator conditions
Attend weekly pipeline meetings
Complete required compliance training
Mentor new Mortgage Consultants, Loan Coordinators and Office Assistants
November 2019 Spire Financial, LLC (voluntary resignation)
to September 2020 Sr. Loan Processor
Submit FHA, VA, conventional and jumbo loans for initial disclosures within three days of application date
Complete initial review of borrower provided documents, conduct introduction call and provide a verbal document needs list to borrower with any additional items required before initial submission underwriting
department. An email is also sent as a recap of our conversation.
Process loan through both automated underwriting systems for approval and documentation requirements
Order third party items: title, appraisal and insurance, credit supplements and verification of employment once borrower's signed authorization is received.
Submit the loan to the underwriting department within 5 days of initial disclosures Upon approval, contact the borrower with any additional items the underwriter has conditioned for and transition loan to loan processing
Suspense ratio: below 3%
May 2019 CrossCountry Mortgage (laid off)
to October 2019 Loan Partner II
Fully process conventional, VA, FHA, CHFA and jumbo loans for submission directly to the underwriter
Submit loans with “TBD” properties for credit approval
Order third party verifications as required for specific loan product
Contact borrowers with all conditions upon initial review
Research programs and guidelines for specific overlays
Provide weekly status emails and calls to Loan Officers, borrowers and real estate agents
Schedule closings with borrowers and title companies
Close 90% of pipeline per month with a less than 5% suspension rate
Schedule client meetings with Loan Officers
Maintain team closing calendar
April 2017 Mann Mortgage, LLC (branch closed)
to April 2019 Loan Processor
Review borrower documents and provide an update to them within 24 hours of file receipt
Order all third-party items: appraisal, title, insurance, condo documentation, flood certificates, verifications of employment,
credit supplements
Process conventional and FHA loans within established corporate and investor guidelines
Pre-underwrite loans prior to submission to underwriting
Obtain conditions required by underwriting for initial and final approvals
Schedule closings with title companies and borrowers
Mentored junior processors
May 2016 Wintrust Mortgage (voluntary resignation)
to April 2017 Loan Originator Assistant
Process conventional, FHA, VA and jumbo loans within established guidelines, policies and procedures
Underwrite mortgage loans by reviewing automated underwriting findings, complete thorough data integrity review while adhering to company lending policies
Order documentation needed to meet underwriting conditions
Maintain meticulous document and communication tracking system
Daily interaction with clients, real estate agents, title companies with the highest level of customer service and confidentiality
Developed paperless environment while maintaining accurate records within several databases
NMLS #1501874 – pending sponsorship
Passed 9 state tests
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