Customer Service Sales Support

TONI SPERO

*******@***.*** 718-***-****

Wantagh, NY 11793

PROFESSIONAL EXPERIENCE SUMMARY

- Versatile business professional with experience over 20 years in mortgage banking, operations, and sales support.

- Disciplined and goal-oriented, with strong attention to detail and excellent communication skills.

- Thorough and analytical, focused on consistently delivering results within strict deadlines.

- Easily adapts to changes in business needs with commitment to professionalism, excellent customer service skills and high standards of performance.

EXPERIENCE

Processor March 2024-Present

Big Think Capital Melville, NY

Reviewed documentation, tax returns financials to determine which SBA Program to fit into

Sent file to lender for prequalification

Contacted customers/merchants to follow up on documentation

Post-Closing Administrator

New York Community Bank Hicksville, NY March 2023- March 2024

- Obtain evidence of flood Insurance and evidence of payment of the first year’s premium by following up at timed intervals.

- Calculate taxes and fees associated with loan purchases and sends alerts to disclosure departments regarding new loans estimates and tax changes.

- Obtain preliminary title reports and all ancillary title documentation for closing by following up at timed intervals.

- Performs other duties as assigned.

- Work with closing company and agent on closing to confirm they are closing on for before the contract closing date.

- Upload closing documents to Nautilus Web Client Site.

- Distributed to appropriate team to ensure proper tracking of department production.

- Performed quality control function on closing packages by thoroughly reviewing documents for proper signatures and following established procedures when issues are found to ensure funding is not delayed.

Mortgage Loan Processor

CrossCountry Mortgage LLC . Remote September 2020-June 2022

- Performed a thorough review and analysis of borrower’s credit, employment, income, assets as required by the particular loan program before submitting to underwriting.

- Assembled a complete loan package in proper order for underwriting. Verified all required documentation (pre-underwrite) in the file. Completed the required loan checklist

- Communicated directly with the loan originator, customer, and underwriter to obtain initial and any missing documentation required to complete the loan application and prepare it for closing.

- Communicate with various companies to obtain property appraisal, flood certificate, payoff homeowners’ insurance.

- Verified that vendor orders are complete, invoices received and, in the applicant’s, e-file.

- Documented all communication related to the loan application in the conversation log.

- Processed FHA, Jumbo, VA, Non QM. Conventional Loans, Coops, Condos and USDA. Etc.

Assistant Mortgage Processor

Intercontinental Capital Group Rockville Centre, NY August 2019-September 2020

- Reviewed and cleared all conditions to prepare a loan for closing.

- Performs analysis of loan documents to ensure the quality and veracity and analyzes financial documents, bank documents, and financial statements of potential borrowers.

- Calculates income and debt service ratios to ensure the ratios stay within guidelines.

- Researches, approves, and identifies revisions related to appraisals.

Opener/Processor

Main Street Cash Merchant Services Hauppauge, NY May 2018-August 2019

- Hired to underwrite Small Business Loans and update the firm’s Compliance and Quality Assurance procedures.

- Responsible for using organization-wide underwriting and compliance policies and procedures.

- Implements strict Know Your Customer (KYC), Client Onboarding, and Enhanced Due Diligence (EDD) directives.

- Applied an efficient hierarchy system for internal guidelines to make sure a synergy between fraud investigations

- Customer Identification Program (CIP), Client Onboarding, and back office underwriting and processing, existed.

Account Manager/ Sr. Mortgage Processor

Sprout Mortgage East Meadow, NY December 2017-May 2018

- Performed analysis of loan documents to ensure the quality.

- Analyzed/verified financial documents, bank documents, and financial statements of potential borrowers.

- Calculated income and debt service ratios to ensure the ratios stayed within guidelines.

- Researched, approved, and identified revisions related to appraisals.

- Reviewed all loan conditions to ensure file complete and loan ready to be submitted for final approval and closing.

- Performed due diligence reviews of loans to ensure compliance with regulatory guidelines.

Government Insuring Specialist

Planet Home Lending, LLC Melville, NY September 2014-December 2017

- Responsible for reviewing stacked/closed FHA loans for shipment to the Government agencies for endorsement/guarantee.

- Communicated with various departments for missing documents or rejected case binder items and corresponded with all investors when needed.

- Reviewed all stacked case binders for accuracy. Incorporated legal documents into the HUD case Binder. Ensured all corrected missing documents are uploaded into the imaging system.

- Researched imaging system for legal and missing documents and recreated files when necessary.

- Corrected “Notice of reject” or suspended files when returned from all agencies.

- Updated encompass with pertinent information and prepared FHA loans for shipment upon request and monitored endorsements.

Support Analyst (CONDO/COOP)

JP Morgan Chase Bank Garden City, NY May 2009-August 2014

Support Analyst (Condo/Coop) (2013-2014)

- Obtained all financial statements, budgets and insurance for coops and condominiums.

- Maintained workflow utilizing Excel and internal systems.

- Consistently completed tasks prior to strict deadlines.

- Minimized cycle time with daily review of all active files.

- Maintained contact with management companies, developers, homeowner associations and insurance agencies. Senior Mortgage Processor (2009-2013)

- Processed monthly pipeline of 40-45 mortgage loans ensuring closing dates and rate lock met.

- Reviewed loan related documents, including income documentation, credit reports, appraisals, title report, flood and tax certificates, thoroughly before submission to underwriting.

- Issued proper disclosures as required by federal regulatory compliance.

oAwarded 100% Quality Assurance for the months of March, April and December.

oAwarded 100% Customer Service for the months of December, January, and March.

TECHNICAL SKILLS

lEncompass, DU, LP, FHA Connection, Dataverify, Microsoft Excel, Outlook, Mercury, and Word; 100 WPM

Contact this candidate