Customer Service Mortgage Loan

Venessa E. Ramos

Upland, CA ***** 951-***-**** *.*********@*****.*** https://www.linkedin.com/in/venessa-ramos-67724126a/

Skills Summary

●Independent and effective time management, prioritizing daily workloads, reports, and tasks. Ability to multitask in a fast-paced work environment. Resourceful due diligence skills. Use of various sites and software used to validate application information. Microsoft office proficient.

●Consistently exceeding production goals, meeting time frame expectations and exceeding quality score expectations. Oversaw a moving pipeline, maintaining an average of 35 decisions per month and clearing upwards of 60 files for closing per month.

●Managed exceptional customer service with a focus on written and verbal communication skills utilized when conducting business as usual, negotiation, overcoming obstacles and in completing written evaluation/decision commentary. Experience working in an environment driven by an expectation of customer satisfaction, with annual review goals that include customer service score goals.

●Critical thinking used in risk analysis and decision making along with audit skills. Decisions made in accordance with policy guidelines and thorough analysis and investigating credit history, income, assets, and property documentation.

●Complex, extensive analysis of business and personal income to determine stability. Review of financial statements including liquid, and retirement portfolio assets to offset any risk factors associated with decision.

●Detail oriented. Written analysis completed for all transactions to support decision made and risk evaluation completed. Written submissions to credit risk partners for guideline exception requests based on well qualified borrowers, detailing risks, and strengths of the request. Ensured the continuation of exceptional service along with mitigating lender risk.

●Teamwork. Working in a lead role, supporting the team through mentoring and resolution assistance. Consistently achieving top team standings. Risk scores within top 98% of team performance. Maintaining a less than 2% defect rate in quarterly measurements.

●Ability to communicate clearly, concisely and effectively with peers, clients and vendors.

●Expert in attention to detail and precision in handling financial data and confidential data. Type 50 wpm.

Professional Experience

FCI Lender Services Inc, Anaheim Hills, CA January 2025 – Present

Loan Servicing/Loan Boarding - Coordinator

Provide mortgage loan boarding services for institutional and private money loan products, both local and national lenders and brokers. Secured and unsecured financing. Service transferred loans from existing services to our company.

Interpret information from Promissory Notes, Mortgages and Deeds of Trust, ensure the transfer of information to the servicing system platform is seamless and without any errors.

Ability to review and document loan charges and advances prior to entering them into the service system.

Audit loan documents to ensure the highest level of accuracy using proprietary systems.

Analyze boarding errors to determine root cause and remediate issues.

Self Employed, Remote, CA May 2021 – February 2025

Honey Goat Boards Charcuterie – Freelance

Custom made charcuterie boxes, boards and tables. Professional catering of grazing tables for weddings, corporate events and celebrations.

KeyBank, Remote, CA November 2023 – March 2024

Commercial Loan Servicing Specialist – Contract position

Technical knowledge, proficiency and productivity in the loan servicing department ensuring that established policies and procedures are followed, and service standards are achieved. Applied accepted procedures to the preparation and maintenance of loan records. Reviewed insurance policies for accuracy and adequate coverage. Validated acceptable rating of new insurance companies.

Monitored a pipeline of approx. 100 file assignments concerning insurance expirations to ensure receipt of evidence of renewal or replacement insurance coverage prior to expiration. Reviewed and maintained insurance expiration tracking reports on a daily basis.

Processed timely insurance payments. Performed file maintenance, review, and follow up as needed once full policies and ACORD documents received. Collected evidence of renewals or replacement coverage prior to expiration of the existing coverage.

Provided quality customer service to customers, loan advisors and insurance agents in a prompt and efficient manner. Resolved information gaps by contacting carriers and agencies to gather policy information and updating systems as appropriate.

Union Bank, Remote, CA August 2021 – April 2023

Portfolio Non-Agency Mortgage Underwriter

Assessed and evaluated mortgage loan applications from non-agency sources, ensuring compliance with lending guidelines and mitigating risks while maintaining the bank's portfolio standards.

Conducted complex credit investigations and analyzing diverse credit information for loans; analyzed/formalized documentation of loan transactions and/or credit history of customers.

Chase Bank, Remote, CA April 2021 – August 2021

Agency & Non-Agency Mortgage Underwriter

Meticulously reviewed and analyzed mortgage loan applications from both agency and non-agency sources, adhering to regulatory guidelines, minimizing risk exposure, and making informed decisions to support the bank's lending objectives.

Completed comprehensive credit investigations, proficiently analyzing diverse credit information for loans, and skillfully formalized thorough documentation of loan transactions and customer credit histories, ensuring accuracy and compliance with established standards.

Citizens Bank, Remote, CA December 2020 – March 2021

Conforming Mortgage Underwriter/Credit Analyst

Reviewed and assessed conforming mortgage loan applications, ensuring adherence to regulatory guidelines and bank policies while mitigating risk, to facilitate timely and accurate loan approvals for eligible borrowers.

Assessed retail sales generated mortgage application submissions and evaluated for credit, income, and asset risk.

Wells Fargo Bank, San Bernardino/Remote, CA July 2015 - December 2020

Non-Agency Mortgage Underwriter IIII

Evaluated and analyzed non-agency mortgage loan applications, applying extensive knowledge of industry standards and internal guidelines to make sound underwriting decisions and minimize risk exposure, while efficiently processing and approving loans for eligible borrowers. Contacted sales partners to gather information to make appropriate decisions. Providing support to calling sales officers and coordinating activity in support of credit approval process.

Implemented fraud detection and prevention techniques; Provided training or reviewed work quality for other underwriters.

Union Bank, Brea, CA March 2013 – June 2015

Sr. Retail Mortgage Underwriter III

Evaluated and analyzed residential loan packages submitted for approval to Union Bank. Determined borrower’s credit worthiness and acceptability of properties offered as security in real estate loan transactions. Provided comprehensive training and direction to less tenured underwriters and operations staff.

Additional Relevant Experience

Bank of America, Brea, CA October 2000 – March 2013

Credit Leadership and Development Instructor/Trainer, Conventional Mortgage Underwriter, Officer, Trade Finance Services Specialist I, Consumer Senior Credit Analyst III, Emerging Leader

3 years+ experience with learning coaches, developed and maintained a secure training environment while onboarding approx. 60 to 25 new hire associates at a time.

Developed learning material and presented and delivered accordingly to associates as part of in house training programs or online sessions.

Extensive traveling approximately 70% of the time. Proficient in booking my own travel, maintaining an expense report and meeting travel deadlines.

Trade operations experience in verifying and processing Bills of Lading to ensure accurate invoicing and payment processing. Coordinated with carriers and vendors to resolve discrepancies relating to documentation. Ensured compliance with freight terms, shipping policies, and credit limits based on documentation received.

Education

Mortgage and Consumer Underwriting - Credit and Compliance 2002 - 2023

Bank of America, N.A. & Wells Fargo Bank

General Education

Mt. San Antonio Community College, Walnut, CA

Awards

Global Instructor Development Program Completion Foundational Level.

Consumer Lending Credit Emerging Leader Business Program.

Bank of America Card Services 2nd Quarter Award of Excellence Recipient.

Certifications

Certificate of Accomplishment as Business Leader

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