Customer Service Real Estate

Maria Abouzalam

**** ********* **., *** *******, TX 78230 • 210-***-**** • **********@*******.***

PROFILE

Mortgage and customer service expert with over 15 years of extensive knowledge of VA and conventional lending, underwriting and processing experience and over 5 years of coaching and developing teams in mortgage and customer service. Motivational management style with a record of building and retaining highly effective teams in processing mortgage loans while providing excellent customer service. PROFESSIONAL EXPERIENCE

DHI Mortgage-San Antonio, Tx

Real Estate Mortgage Underwriter

2020-present

• Reviewing income, credit and assets for 3-7 loans per day

• Ensuring loans are within investor guidelines

• Providing coaching, training and feedback to processors and leadership if loans do not meet guidelines

• Reviewing loans for quality to maintain compliant and consistently meeting monthly goals for accuracy and SLA

• Maintain effective communication with internal/external customers throughout processing/underwriting, ensuring that questions or concerns are resolved, documentation is received and underwriting decisions are communicated clearly.

• Collaborate daily with all departments to meet personal and company goals of maintaining efficiency and closing loans Pentagon Federal Credit Union – San Antonio, TX

Real Estate Underwriter & Senior Processor 2019 – 2020

• Reviewing income, credit and assets for 3-7 loans per day

• Ensuring loans are within investor guidelines

• Maintaining knowledge of tax return income (1040, 1065, 1120 & 1120S) and applying it when necessary

• Providing coaching, training and feedback to processors and leadership if loans do not meet guidelines

• Reviewing loans for quality to maintain compliant and consistently meeting monthly goals for accuracy and SLA

• Maintain effective communication with internal/external customers throughout processing/underwriting, ensuring that questions or concerns are resolved, documentation is received and underwriting decisions are communicated clearly.

• Collaborate daily with underwriting management, processing and closing departments to meet personal and company goals of maintaining efficiency and closing loans

• Ordering and reconciling fraud/UDD reports required during underwriting and loan verification USAA Federal Savings Bank – San Antonio and Dallas, TX Real Estate Underwriter & Senior Processor 2009 – 2018

• Reviewed income, credit and assets for 3-7 loans per day, ensuring loans were within investor guidelines

• Provided coaching to processors and feedback for their leadership if loans did not meet guidelines

• Reviewed loans for quality to remain compliant and consistently met monthly goals for accuracy

• Maintained effective communication with customers throughout the processing period, ensuring that customer questions or concerns were resolved, that required documentation was received and that underwriting decisions were communicated clearly.

• Led processing team to meet monthly goals of closing loans efficiently, on time while providing excellent customer service

• Provide coaching and developing to sharpen processors’ skills on various opportunities such as difficult conversations

• Addressed and resolved customer product complaints, defusing volatile customer situations empathetically and professionally.

• Worked closely with borrowers, Realtors, title companies, appraisers and/or the VA to ensure requested information was received in a timely manner

• Collaborated daily with underwriting and closing departments to meet personal and company goals of closing loans

• Ordered required loan verification documents and conducted subsequent follow up with customers and internal contacts as needed.

ABC Mortgage – San Antonio, TX

• Excellent Communication Skills • Proficient in the Microsoft Office Suite

• Staff Development and Motivation • Fluent in Spanish and intermediary speaking skills in Arabic

Branch Manager/Owner 2005 – 2008

• Sourced and maintained relationships with clients, verified income, assets and credit in order to originate mortgage loans

• Hired and partnered with loan officers helping with all aspects of ensuring loans closed on time and their personal monthly goals were met

• Provided training to new loan officers on how to qualify any prospective clients and in turn originate more loans

• Managed branch financials

• Hired support staff

• Communicated challenges and successes with corporate office

• Maintained professional relationships with business and community partners EDUCATION

University of the Incarnate Word Business Administration Expected Graduation date 2022 Texas Savings and Loan Department-Loan Officer Classes and MCE Texas Real Estate Commission—Realtor-Required and MCE Professional Development Program-Underwriting

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