Customer Service Specialist

Lynn-Marie Tsurumoto

Saint Johns, FL ***** – Cell: 508-***-**** – adyyos@r.postjobfree.com

linkedin.com/in/lynn-marie-tsurumoto-0b427616/

Professional Objective

Experienced finance professional with 10+ years of experience in the consumer mortgage industry, HR, and Finance. Seeking a position with a customer-first culture to apply strong communication, research, and problem-solving skills to support a fast-pace, mission-driven, organization. SKILLS: • Active Listening • Team Player • KYC • Customer Service • Decision-making

• Project Management • Integrity • Time management • Leadership • Management Skills Relevant Professional Experience

Consumer Relationship Advocate, Fidelity Investments, Jacksonville, FL 2023 – 8/2023

Successfully completed the Securities Industry Essentials (SIE) - knowledge of basic securities industry information including concepts fundamental to working in the industry, such as types of products and their risks; the structure of the securities industry markets, regulatory agencies, and their functions; and prohibited practices.

Provides excellent Customer Services, assist clients with a broad range of needs including answering questions about account balances, update client information, reset account passwords and creating an industry leading client experience with every call

Identifies, addresses, and escalates exceptions when appropriate to ensure compliance with established policies and procedures

Loan Processor III, loanDepot, LLC, Remote 2021 to 2022

Processing Conventional, VA, FHA USDA, Jumbo, both Fannie and Freddie loans from pre- approval to closing. Authorizing final approval for Conventional loans as a junior underwriter

Proficiently executing the most challenging loan applications (e.g., first-time borrowers, self- employed applicants, short sales, property flips and borrowers with problematic credit histories). Analyzing loan-to-value ratios, debt to income ratios and credit scores

Ensuring all files are complete prior to underwriting hand-off including credit supplements, fraud, escrow, fees, Fannie Mae Desktop Underwriter (DU) and Freddie Mac Loan Product Advisor (LPA), disclosing and redisclosing to ensure all exceptions have been cleared Loan Processing Analyst, TIAA Bank, Remote 2020 to 2021

Managed a pipeline of on average 45 loans consisting of purchases and refinances (including CEMA, subordinations, and high wealth customers) from pre-approval to closing. Achieved critical processing milestones to ensure loans close on schedule and within rate lock date

Acted as liaison between client, sales, and underwriting, while provided excellent customer service to both internal and external actors

Adhered to all lending and regulatory guidelines and policies while preparing the loan file. Consolidated and ensured all loan documentation including credit reports, income, assets, appraisals, and entering fees met underwriting requirements for closing. Senior Loan Processing Analyst, PNC Bank, Jacksonville, FL 2017 to 2020

Maintained an open line of communication with the borrowers, loan originator, underwriter, realtor, and/or builder throughout the entire process assisting each as needed

Coached a diverse pipeline of borrowers (purchase, refinance, FHA, VA, Rural Development and HARP customers) through the major functional processes and associated operating requirements of the mortgage process

Facilitated the ordering, reviewing, and consolidation of tax transcripts, social security verifications, USPS confirmations, LDP/GSA reports, FHA case numbers, VA case numbers, VA certificates of eligibility, USDA conditional commitments, appraisals, final inspections, surveys, bank verifications of deposit, flood certificates, title work, and homeowners’ insurance policies to ensure complete underwriting requirements for closing and verification of employment Personal Mortgage Processor – Consumer Direct, Citibank, Jacksonville, FL 2012 - 2017

Managed a pipeline (purchase, relocation, refinance and HARP customers) of on average 60 loans and achieved critical process milestones to ensure loans closed on schedule

Administered the mortgage process from pre-approval to closing. Validated the information on the application, confirming the borrowers’ creditworthiness, and income calculations

Requested and reviewed documentation, such as bank statements and letters of explanation, from the borrowers and loan originators to receive final approval of loan application. HR Specialist - HR Service Delivery, Citibank, Jacksonville, FL 2011 – 2012

Assisted HR Generalists, Employee Relations, managers and employees regarding policies and practices through daily interaction. Applied HR best practices, policies and processes to complex issues and initiatives. Provided HR Service delivery support regarding compensation, benefits, financial reporting, and performance tracking

Identified, recommended, and implemented creative solutions that leverage technology. Reviewed data to recognize trends & anomalies and provide solutions. Exercised consultative and influencing skills to interact with various levels of management and ability to develop a respected relationship with the client group(s)

Assisted Customer(s) within North American Consumer Banking on any HR related issue through in-depth research and analysis that further imbed compliance principles in daily work Relevant Skills

Proficient with using Empower, Encompass, Workday, SalesForce, Accounts payable and Microsoft Office Suite (Outlook, PowerPoint, Word, Excel, etc.)

Managing a variety of routine functions and projects in a fast-paced environment. Exercising independent judgment and high level of confidentiality. Identifying and preventing fraudulent transactions. Being analytical and detail-oriented with proven record of producing quality work within a strict timeline. Handling diversified accounting and expense control procedures

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