Customer Service Mortgage Loan

Guerda Point du Jour

Laurel, MD ***** • 301-***-**** • *****************@*****.***

Professional Summary

Experienced professional in consumer lending, specializing in optimizing loan processing and ensuring regulatory compliance. Demonstrated adaptability to evolving requirements while consistently upholding a high standard of accuracy and efficiency. Recognized for strong collaboration skills, providing reliable support and facilitating effective communication within teams. Proficient in document verification, risk assessment, and delivering exceptional customer service. Skills

• Data entry proficiency

• Credit analysis

• Loan documentation

• Financial statement analysis

• Underwriting

• Loan processing expertise

• Banking industry acumen

• Teamwork

• Teamwork and collaboration

• Customer service

• Problem-solving

• Attention to detail

• Time management

• Multitasking

• Critical thinking

• Organizational skills

• Effective communication

• Adaptability and flexibility

• Decision-making

• Customer communication

• Loan servicing

• Relationship building

• Customer relations

• Mortgage loan processing

• Self motivation

• Documentation review

• Information gathering

• Professionalism

• Customer account review

• File management

• Lending software systems

• Credit verification

• Loan application preparation

• Credit applications

• Policies and procedures

• Application review

• Closing documentation

• Loan processing

• Closing support

• Financial analysis

• Mortgage closing scheduling

Work History

Consumer Lending Processor, 07/2020 to 10/2022

NIH FCU – Washington, DC

Initiating contact directly with members promptly, to advise of the loan status and discuss loan terms and requirements

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Requesting supporting documents needed from applicants, reviewing approved applications assigned and analyzing the information for accuracy, addressing any discrepancies, and updating the system, as needed

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• Validating information by performing identity and cross check information for any irregularities Collaborating with Underwriters, Consumer Loan Advisors, front line credit union staff and Management to resolve any member concerns and to provide the best possible member experience, during the loan process

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Explaining ancillary products and benefits to members and cross-sell other applicable credit union products and services

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Preparing the closing documents and working with members to ensure accurate understanding of the final loan terms and prompt execution of the loan documents

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• Ensuring that all loan documentation is complete before booking a loan application

• Ensuring all loan documents are scanned to an imaging system This includes documents given to the member (loan documents, disclosures, etc.), documents received from the member/dealership and internal documents (check copy, receipts, checklist, etc.)

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Booking consumer loan applications and ensuring that the loan approval terms match the loan documents and the funded loan

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Keeping accurate tracking and log member interactions/contacts within the lending system to ensure accuracy and understanding for others reviewing the application, and for tracking purposes

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Consistently meeting or exceeding the set individual and department goals for funding and pull-through

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Maintaining and demonstrating an understanding of the products and services offered by NIHFCU and participating in Credit Union provided training sessions

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Utilizing sales and service training to identify cross-sell opportunities to enhance the member relationship with the Credit Union

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Maintaining thorough knowledge of NIHFCU's lending programs, guidelines, procedures and regulatory requirements

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10/2018 to 02/2020

Contract roles – Washington, DC

Temporary roles with New Concept, American Bank, First Savings Mortgage, USAA Bank, Trelian, Prudential Financial

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• FHA, Fannie Mae, Freddie Mac, Jumbo and Conventional underwriting guidelines

• Supported projects as directed, meeting and exceeding goals as set forth by Managers

• Ensured compliance with loan standards, documents, and verified information for accuracy Senior Loan Processor, 12/2015 to 10/2018

BANK FUNDS FCU – Washington, DC

Reviewed financial statements and contacted institutions and customers to verify income, employment, and assets as well as clarify details

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• Evaluated approvals against pre-established bank and government lending standards

• Coordinated handling of any conditions as directed from underwriting departments Liaised with customers in person and via telephone to answer any and all questions, process transactions and resolve issues as they arose throughout the loan application process

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Maintained compliance with privacy and security requirements, as well as federal statutes covering all loans

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Interviewed clients regarding specific loan needs; paid special attention to their financial histories, and conveyed information regarding the application process as it pertained to their situation

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Advised clients on the intricacies of loan variations; from mortgage to educational, and personal loans

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Reconciled debit reports, margin reports and trade settlement reports to reach in-house goals and objectives

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• Uphold complete confidentiality of all submitted information according to release guidelines Mortgage Loan Processor, 12/2014 to 07/2015

Home Point Financial – Rockville, MD

Ordered and reviewed documents necessary to complete loan candidate files including title, appraisals, flood and insurance

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• Responsibly and thoroughly analyzed ratios (LTV/CLTV, DTI)

• Carefully reviewed and logged information from credit reports, focused on reconciling debt(s)

• Reviewed multiple financial statements and calculated qualifying income accurately

• Verified funds required for loan closing (e.g

• Gift money, liquid assets, sale of property, etc.) Determined if additional documentation would be required to complete the loan file prior to underwriting

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Mortgage Loan Processor, 10/2013 to 06/2014

Gold Medal Financial Mortgage – Upper Marlboro, MD Compiled a fully formed knowledge of FHA, Fannie Mae, Freddie Mac, Jumbo and Conventional underwriting guidelines and loan processes

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Accountable for reviewing AUS findings and guidelines prior to loan submission to confirm that the application fits the loan program requirements

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• Prepared and sent disclosures to clients with regard to loan compliance standards

• Responsible for ordering needed services and verifications as needed

• Managed informing officers, applicants, Realtors, and title company of status updates/changes

• Maintained records of all loans in process and their review status with the originator(s) regularly

• Cleared outstanding conditions with underwriter and scheduled loans for closing

• Maintained an extremely strong attention to detail and organizational skills Excelled at maintaining an exemplary level of autonomous work, but still being part of the team and managed short and long-range goals

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Senior Loan Processor, 05/2010 to 09/2013

JP Morgan Chase Bank – Falls Church, VA

Responsibly managed client files, customer service initiatives and client relations as well as strategic workflow coordination

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Accountable for reviewing and processing mortgage loan applications (FHA, FNMA, FHLMC, conventional loans credit mortgage loan, Jumbo loans)

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• Lead the department in auditing all files prior to closing

• Monitored rate locks and aged loans

• Prepared daily Regulation B report

Performed random checks on quality of work, ensured that consistency was a focal point of the work the team completed

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• Reviewed documents for acceptability against current loan conditions

• Ensured that the team understood all policy and procedural guidelines, and followed them daily

• Averaged a 40+ Loan in pipeline

Senior Loan Processor, 10/2004 to 09/2009

Euclid Mortgage Services, LLC – Washington, DC

• Worked directly with DU and LP automated underwriting systems

• Maintained a strong knowledge of conventional, FNMA, FHLMC and FHA Guidelines Reviewed and processed mortgage loan applications, income and assets documents for accuracy and issuing appropriate RESPA disclosures

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Worked with CEO to stream workflow and also worked on closing with underwriters as well as loan officers and title companies for a smooth closing

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Loan Officer / Office Manager, 11/2000 to 10/2004

Greater Washington Mortgage – Bowie, MD

Performed day to day office operations, a wide range of administrative tasks, and duties of a Loan Officer

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• Review, process, and originate home loan applications (FHA, FNMA, conventional prime/sub-prime loans, and credit mortgage loans)

Issued appropriate RESPA disclosures pulling credit data to qualify borrowers for mortgage request

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Assessed appropriate credit ratings and providing counseling to clients needing to repair their credit

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• Requested titles and appraisals

• Verified the accuracy of submitted documentation such as employment, mortgage/rental and assets

• Finalized loan applications through auditing and performing quality control tasks Education

Certificate: Computer Technology Training

Howard Community College - Columbia, MD

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