Loan Documentation Customer Service

OBJECTIVE

Seeking a service oriented full-time position within the working industry where I can utilize my experience, education, and capabilities in a fast paced and challenging environment.

EDUCATION

San Antonio College, San Antonio, TX

Major: Associate of Arts in Teaching May 2007

American Intercontinental University Online, Hoffman Estates, IL

Major: Bachelor of Fine Arts in Visual Communications

Emphasis: Web Design and Development May 2012

SUMMARY OF SKILLS

• Good customer service skills

• Diplomatic and tactful with professionals and non-professionals at all levels

• Accustomed to handling sensitive, confidential records

• Quick learner and eager to further my knowledge and skills

• Detail-oriented with excellent research skills and decision-making ability

• Work well under pressure as part of a team

• Ability to work in a fast-paced, intense environment

• Self motivated and able to learn on my own initiative

• Innovative problem-solver who thinks outside the box to find effective, permanent solutions

• Proficient in Microsoft Office and Adobe Programs

EMPLOYMENT HISTORY

WELLS FARGO HOME MORTGAGE 2009–2024 Senior Loan Documentation Processor

Responsible for providing Home Preservation Department support in reviewing home mortgage loan modification requests for possible front-end fallout due to non-receipt of documents required for the government HAMP (Home Affordable Modification Program) program as well as in house or proprietary modification programs.

Support in performing a variety of loan documentation duties on moderately complex loans to ensure compliance with company's policies and procedures for loan products

Receive direction from Loan Documentation supervisor and escalate non-routine questions

Manage an assigned pipeline of loans and provide guidance and training to other Loan Documentation individuals

Interact with immediate Loan Documentation team and functional area on routine process

Support in preparing loan documents for review, reviewing completed loan packages against system data and correcting errors in loan packages

Identify ways to improve individual work processes within established procedures

Perform routine administrative and operational tasks related to loan documentation

Receive direction from Loan Documentation supervisor and escalate questions and issues to more experienced individuals

Interact with immediate Loan Documentation team on basic information related to the routine loan documents review process

Research, respond to and resolve complex inquiries

Lead or contribute to customer issue resolutions that require coordination amongst various teams

Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals

Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Assist in conducting evaluation of current standard operating procedures and adjusting accordingly due to changes within the line of business.

ALAMO COLLEGES – ST. PHILLIP’S COLLEGE-Financial Aid Technician 2006–2009

ALAMO COLLEGES - FINANCIAL AID DISTRICT OFFICE-Financial Aid Data Analyst 2004-2006

Investigated and resolved student records by notifying students regarding missing source documents needed to determine their financial aid eligibility if selected for verification by examining pertinent information to determine accuracy of student’s financial aid record by comparing federal data reported into FAFSA website to student’s tax and household information.

Resolved students’/parents’ inquiries regarding financial aid process/eligibility/status either over phone or in person.

Held the responsibility for the maintenance and update of the departmental website.

Responsible for federal awarding both for academic and continuing education courses.

Researched and developed financial aid and scholarship educational literature for distribution and informational purposes.

Supervised front-office staff and conducted team sessions to strategize for work production.

ALAMO COLLEGES - SAN ANTONIO COLLEGE

Federal Work-Study Student Assistant 2003–2004

Assisted students in obtaining information regarding transferring to other colleges and/or universities including websites and degree plans in Student Transfer Center.

Assisted students with finding books needed. Provided book check-out services as well as aid in re-shelving books in college library.

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