Customer Service Data Entry
Resume:
Lori Richard
Mortgage Processing
************@*******.*** • 904-***-****
Rowlett, TX
Summary
Methodical and service-focused professional with 15+ years of experience in lending regulations, customer service, compliance, policy, loan processing, and procedures. Proven success in researching financial operations to streamline and optimize standard operating procedures, formulate risk management and mitigation strategies, and reduce overall costs. Personable leader, skilled at training and guiding high-performing, cross-functioning teams on regulatory compliance and organizational policies while promoting team cohesion and teamwork. Analytical problem-solver, skilled at resolving discrepancies; proficient multi-tasker adept at maneuvering through multiple projects while delivering on time. Tech-oriented, skilled at leveraging financial software applications to generate effective results and strategies. Areas of Expertise
Client Relationship Management
New Account Generation
Financial Management
Regulatory Compliance
Audits & Inspections
Strategic Planning
Portfolio Management
Stakeholder Relations
Operations Management
Professional Experience
First Bank, Plano, TX 2020 – 2023
Mortgage Admin
Oversaw financial and mortgage operations; collaborated with loan officers, processors, and clients. Coordinated mortgage loan document gathering. Analyzed and verified client background, employment status, and finances; efficiently managed case files, ensuring flood certification, screened fraud reports, and drafted detailed transcripts based on staff requirements. Collaborated with cross-functioning staff members while promoting teamwork.
● Reviewed loan file for completeness, identified missing documents, sent document verification as necessary, updated loan origination software with loan information, assisted with phone calls to employer for status of employment verification sent. Assisted with ordering payoffs as needed for the file. Texas Department of Insurance Office of the State Fire Marshall, Austin, TX 2019 Permit Specialist
Managed coordination, implementation, and processing of permits. Collaborated with customers, fielded queries, resolved issues, and offered resolution strategies for customer concerns. Oversaw and expedited state permit processing, coordinated data entry, and ensured accurate filing.
● Fielded and resolved customer calls and queries, enhancing customer experience. Celink Mortgage, Austin, TX 2018 – 2019
Reverse Mortgage Specialist
Coordinated with borrowers, insurance providers, title companies, HOA, and internal and external stakeholders; managed incoming and outgoing business correspondence. Fostered positive professional relationships with customers. Managed additional administrative duties, including document management, document search and verification, and file processing for HUD.
● Managed all incoming and outgoing correspondence with borrowers, insurance providers, HOA, title companies, and various departments and stakeholders. Provided exceptional customer service to both internal and external customers.
● Coordinated administrative tasks such as, scanning completed assignment files for Hermit System, verifying and searching for necessary documents using Iris and iBridge, and processing files to be forwarded to HUD. Page 2 2
Selene Finance, Jacksonville, FL 2013 – 2018
Document Specialist
Oversaw documentation processes, assisted with document scans and uploads, and managed shipping and logistics for documents, ensuring on-time deliveries. Met and exceeded client expectations by streamlining workflow management. Optimized stamping for execution, separations based on execution, and post-sale processes.
● Facilitate scanning and uploading of documents to FARA DocNet. Ship and track documents, review status updates, and ensure prompt arrival.
● Demonstrate time management and organization skills by meeting deadlines and proactively meeting client needs.
● Significantly improve efficiencies by streamlining stamping for execution, separations based on execution, and post-sale process.
Professional Training
Remote 101 Certification
Technical Skills
MSP, FARA, DocNet, Iris, Hermit, iBridge, LPS Desktop, MLM, Point Calyx, FIS, LPS, MS Office Suite, Google App Suite
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