Customer Service Real Estate

Thalia Bonner

***** ****** ***** **, **********, TX 77423 C: 480-***-**** E: ****************@*****.***

Objective

To achieve and maintain exceptional standards of production and customer service through integrity and a big-picture mindset. I will effectively demonstrate these achievements through consistency and organized focus.

Experience

Nov 2021 – Nov 2022

Loan Partner Paramount Residential Mortgage Group Kingwood, TX

•Assisted a full staff of Mortgage Loan Officers

•Reviewed applications and collected initial documents from potential borrowers

•Pre-approved borrowers and structured deals

•Worked closely with processors in collecting conditions from borrowers

•Updated all agents and borrowers of important milestones on a weekly basis and through closing

•Maintained rapport with all clients, and accumulated referrals for further business opportunities

Feb 2021 – Aug 2021

Mortgage Loan Partner Encompass Lending Group Katy, TX

•Mentored new and veteran loan originators on deal-specific guidelines to influence an optimized deal flow

•Reviewed loan applications to ensure all key details were included for completeness

•Managed all loan document disclosures

•Developed effective professional relationships within the office and our local market

Oct 2020 – Feb 2021

Mortgage Loan Originator EZ HomeLoans, LLC Houston, TX

•Originate Mortgage Loans via telephone sales presentations.

•Identify current customer needs to provide sound guidance for the right product solutions.

•Assist clients through the loan process from Application to Closing.

•Meet loan production goals through proactive and responsive telephone presentations and pipeline management activities.

•Apply transaction-appropriate pricing in accordance with company guideline and pricing policies.

•Operated as a key point of contact during the loan process including responsibility for updating the borrower(s) on loan status, reviewing disclosures with borrower(s) and reviewing loan documents with borrower(s).

Mar 2019 –Oct 2019

Sales Manager Carrington Mortgage Services Houston, TX

•Assisted borrowers with our expanded array of loan products.

•Mastered Loan Origination Program: Encompass.

•Prospecting clientele and lead management.

•Established cross-selling partnership opportunities with Vylla Home Real Estate Agents.

Dec 2017 – Mar 2019

Home Mortgage Consultant Wells Fargo Home Mortgage Pearland, TX 77584

•Produced high quality loans that meet Wells Fargo Home Mortgage Guidelines while providing excellent customer service.

•Develop knowledge of company products, policies, procedures, and underwriting requirements.

•Understand real estate appraisals, title reports and real estate transactions.

•Inform prospective and existing customers of WFHM programs, rates, policies, underwriting requirements, and loan procedures.

•Analyze detailed financial and credit data, matching customer needs with an appropriate loan program and level of risk.

•Receive customer applications, quote the rate and points, and complete follow-up activities with registration lock-in.

•Perform miscellaneous duties as needed and required.

Nov 2015 – Nov 2017

Inside Loan Officer Carrington Mortgage Services Houston, TX

•Advised customers regarding their options for obtaining a new mortgage.

•Performed all duties in accordance with company policies and procedures.

•Prospected for new business by maintaining scheduled branch hours to accept inbound calls from customer contact specialists.

•Outbound calls to existing leads using CRM.

•Maintained a productive average of 5-7 loans per month.

Mar 2012 – June 2015

Contract Analyst/Credit Investigator Toyota Financial Services Houston, TX 77381

•Performed financial verification and investigation, necessary to check eligibility of candidates.

•Helped to prevent instances of fraud and bad debts by reporting inconsistencies to Credit Analysts.

•Performed thorough inspection of the defaulting member’s financial status and checked their capacity to make loan payments.

•Entered data in a timely manner to book the contract and get an account number before the customer’s first payment is due.

•Analyzed the business contracts to find areas of incompleteness and inefficiencies.

•Ensured compliance of the processed contracts with the obligations prescribed by

•Ensured all processed contracts were sent to DMS for scanning.

. Education & Acknowledgements

•Loan Origination License- NMLS #1433311

•University of Texas Undergraduate 1981-1983

•University of Houston-Downtown 1990-1991

•Loan Officer of the Month: October 2017- Carrington

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