Customer Service Administrative Assistant

MARCIA MOORE

**** **** ****** **, ****, SC ***** 803-***-**** *************@*****.***

Summary

With over 20 years of expertise in loan processing and 13+ years in management, I am a seasoned professional skilled in handling a wide array of loan products, including Conventional, FHA,VA, USDA Loan, Jumbo and Construction Loans. My fluency in both English and Spanish enables me to offer exceptional customer service, backed by 18+ years of experience in client relations and communication. Adept at meeting deadlines and swiftly adapting to evolving technologies, I have proficiency in industry tools such as Encompass, AIQ, Calyx Point, and DataTrac. My thorough understanding of Fannie Mae and Freddie Mac guidelines ensures seamless and compliant loan processing at every stage. Skills

Management

Loan Processing

Customer Service

Bilingual (English/Spanish)

Deadline Management

Prioritization

Technology Adaptation

Conventional Loan

FHA

VA Loan

USDA

Jumbo Loan

Construction Loans

AIQ Systems

Software Proficiency

Encompass

Freddie Mac Guidelines

Fannie Mae Guidelines

Calyx Point

Data Track

Loan Compliance

Experience

Wholesale Loan Coordinator 2019 - 2022

HomePoint Financial Ann Arbor Michigan

Monitored and managed an active pipeline of loans, ensuring timely submission of required documents and conditions through Encompass and AIQ systems.

Collaborated with brokers, partners, and account executives to collect pending items necessary for loan approval and closing.

Reviewed and verified loan conditions for accuracy, ensuring they met underwriting requirements for FHA, VA, Conventional, Construction, and Jumbo loans.

Performed pre-closing functions including title document review, home owners insurance validation, tax escrow verification, and income verification via The Work Number. Senior Loan Processor 2017 - 2019

Congressional Bank Chevy Chase Maryland

Conducted thorough evaluations of borrower income, assets, and credit to ensure compliance with lending requirements.

Performed preliminary underwriting tasks, assisting in moving loan files efficiently through the approval and closing process.

Acted as a liaison between underwriters, escrow/title companies, sales teams, and borrowers to streamline communication and resolve issues.

Ensured all necessary documentation and conditions were met for a smooth transition from underwriting to closing. Senior Loan Processor 2015 - 2017

Citywide Home Loans Sandy Utah

Processed a variety of loan types, including FHA, VA, Conventional, Construction, and Jumbo loans, ensuring compliance with regulatory and lender requirements.

Evaluated borrower financials by calculating income, assets, and creditworthiness to determine loan eligibility.

Conducted preliminary underwriting and facilitated the transition of loan files from approval to closing stages.

Coordinated with underwriters, escrow/title companies, and sales teams to ensure smooth and timely processing of loan applications.

Retail Operations Team Manager 2014 - 2015

Pacific Union Financial, LLC Charlotte NC

Established and led the creation of the entire retail operations department from the ground up, doubling productivity through strategic team management.

Recruited, trained, and managed a cross-functional team consisting of submission specialists, loan processors, underwriters, closers, and post-closers, ensuring operational efficiency.

Directed and controlled team activities to align with departmental and company objectives, fostering a results- driven environment.

Defined and communicated clear roles, responsibilities, and performance expectations for all direct reports to ensure accountability and achievement of team goals. Mortgage Loan Processing Manager 2013 - 2014

RoundPoint Mortgage Company Charlotte NC

Led and managed a team of 14 loan processors and 3 junior processors, overseeing both purchase and refinance processing operations.

Developed and maintained a processing training manual for new hires to ensure consistent onboarding and process adherence.

Ensured the processing team met monthly production goals, including maintaining a standard of 35 loans per processor while upholding customer service excellence.

Acted as the primary escalation point for processing staff, addressing customer service concerns and resolving issues to maintain client satisfaction.

Senior Loan Processor 2011 - 2013

Processed and managed FHA, VA, and Conventional loan applications, ensuring compliance with regulatory guidelines.

Utilized automated systems like Desktop Underwriter (DU) and Loan Prospector (LP) to facilitate efficient loan processing and closing.

Evaluated borrower financials, including income, assets, and credit, to ensure accurate loan approval assessments.

Closed an average of 35-45 loan units per month, consistently meeting production targets. Office and Loan Processing Manager 2007 - 2011

Acopia Home Loans Fort Mill SC

Supervised an office of over 10 loan officers, overseeing day-to-day operations and ensuring efficient workflow.

Managed personnel records and benefits, ensuring accurate documentation and compliance with HR policies.

Led and managed a team of 5 loan processors, ensuring timely and accurate loan processing.

Utilized automated underwriting systems, including Desktop Underwriter (DU) and Loan Prospector (LP), to streamline loan approvals and closings.

Senior Loan Processor 2004 - 2007

Residential Mortgage Center Charlotte NC

Managed the automated processing and closing of loans using Desktop Underwriter (DU) and Loan Prospector

(LP), with underwriting delegated through sponsorship by UGIC.

Processed various loan types, including FHA, VA, and Conventional loans, ensuring compliance with lending guidelines and regulatory requirements.

Ensured the accuracy and completeness of all loan documentation through automated underwriting systems to streamline the approval process.

Coordinated with multiple stakeholders to manage timelines, address inquiries, and ensure timely loan closings. Certifications and Technical Skills

Pacific Union Financial, LLC: Trust in Your Team: Sales, Operations & Risk Partnership 12/10/2014

Paul Donohue: Office Management Excellence: Management, Supervision and Leadership 6/12/2007

Financial Strategies: Finding and Eliminating Mortgage Fraud in North Carolina 6/19/2006

M&T Mortgage Corporation: Construction to Perm 101 12/14/2005

Paul Donohue: Fundamentals of Residential Mortgage Loan Origination 3/20/2004

Calyx Software: Calyx Point, Point 101 Combination Class 9/10/2003

Contact this candidate