Customer Service Loan Processor

LIESA SYKES

760-***-**** **********@******.*** **531 Thistle Street, Victorville, CA 92392 Linkedin.com/in/liesa-sykes-8862a729 Senior Mortgage Loan Processor Deadline Adherence High Loan Volume Management Customer Service Excellence History of achieving and outperforming goals related to loan closing and management in fast-paced environments. Track record of meeting tight timelines and exceeding expectations under minimal supervision while rapidly adapting to unfamiliar systems, such as remote work. Experience handling resale and builder pipelines while managing buyer relationships lasting up to a year. PROFESSIONAL EXPERIENCE

Senior Mortgage Processor, Richmond American Homes, Denver, CO 03/2022 – 01/2025 Processed loans for a Builder pipeline with loan files up to a year old; established and maintained year-long relationships with borrowers across the West Coast, Texas, and Florida. Ensured compliance with the required guidelines. Utilized the Encompass loan processing program, Microsoft Outlook, Microsoft Word, and Zoom.

Managed 35-45 active loans concurrently, outperforming the goal of 35; closed ~18 loans monthly, consistently exceeding the minimum target of 15 loans.

Met 100% of tight deadlines while conducting borrower welcome calls, loan reviews, and file submissions; ensured rigorous follow-ups with borrowers by creating a system of reminders on Microsoft Outlook; system adopted by peers.

Recommended a “sales agent welcome call” procedure to promote open and transparent communication between the operations and sales teams; won the buy-in of the supervisor.

Rated “meets/exceeds expectations” in all performance reviews. Praised by real estate agents, borrowers, underwriters, and other loan processors for file structure and customer service excellence.

Consistently served as the Processing Manager’s go-to resource for processing highly complex loans.

Expedited loan closure and enabled tight deadline adherence by building positive relationships with underwriters; prioritized file structuring; reputed as the go-to loan processor for underwriters.

“It was a pleasure to work with Liesa Sykes. She was very thorough in her responses and always went above and beyond to make sure I was fully aware of the process and what was needed and when. She became my sole source of contact on the mortgage team

…. Liesa was very instrumental in me getting my house. Without her help, I don’t think purchasing this home would have been possible. Getting the house was a stressful process that nearly put me in tears many times. Liesa's 40 years of experience really came through. She showed so much empathy and made a stressful process feel supportive and exciting…” - Becky Walker (Borrower) Senior Loan Processor, FBC Mortgage, Las Vegas, NV 12/2020 – 03/2022 Drove the processing of all residential loans from loan origination to closing. Adhered to the requirements and restrictions of the Truth in Lending Act (Regulation Z) rule TRID. Issued all COC's (Change of Circumstances). Entered escrow data, title information, and loan status into the loan processing system. Pre-balanced loan files; prepared and submitted the buyers’ Initial Closing disclosure.

Met all daily loan volume targets and deadlines while collaborating with borrowers, title company, title officer, loan officer, appraiser, credit reporting agency, employers, and customer service staff.

Attained the Employee of the Month award for proactively supporting coworkers; voted to receive the award by peers.

Track record of 0 critical quality issues and far-lower-than-average minor issues; coordinated with the Quality Control team to address the issues.

Senior Loan Processor, New American Funding, Redlands, CA 02/2016 – 12/2020 Processed all residential loan files of borrowers nationwide for the Builder Division and later the ILA department; determined the probability of loan approval for specific loan programs. Developed status reports for loan representatives, officers, and department managers. Coordinated with brokers, agents, title companies, credit bureaus, and escrow.

Received the employee of the month award twice due to track record of performance excellence.

Met goals under minimal supervision following the transition to an unconventional remote and paperless work environment before the pandemic; remotely handled aggressive pipelines of 50-60 loans per month for the ILA call center. Senior Loan Processor, Provident Savings Bank, Rancho Cucamonga, CA 02/2015 – 02/2016 Carefully evaluated tax returns, profit and loss statements, and credit statements while processing loans; determined property insurance requirements. Obtained all verifications, including verifications for employment mortgage, rental, and deposit. Ordered appraisals and RMCR; reviewed the signed loan application. ADDITIONAL EXPERIENCE:

Funder/Closer, Mountain West Financial

Administrative Assistant to the Redevelopment Housing Manager, The City of Victorville Junior Underwriter and Senior Processor, American Home Mortgage Senior Loan Processor, Desert Community Bank

Senior Processor, Bristol Home Loans

EDUCATION

Business Management Courses, California State University, San Bernardino Real Estate Principals, Basic Accounting, and Business Management Courses, San Bernardino Valley College Real Estate Business Economics, Victor Valley College Evaluating and Improving Time Management, MindLeaders Customer Service, MindLeaders

Building Relationship & Socializing, MindLeaders

Section 184 Indian Housing Loan Guarantee Training, U.S. Department of Housing and Urban Development Additional Courses: Microsoft Excel and Microsoft Word Classes, Secondary Marketing, Underwriting, Real Estate, Loan Processing/Accounting, Shipping/Insuring.

KEY SKILLS

Core Skills: Residential Mortgage Loan Processing, Loan Documentation, Loan Servicing, Financial Analysis, Data Analysis, Loan File Management, Loan Funding, Employment Verification, Income Verification, Loan Contract Review.

Tools: LIS, Encompass, Calyx Point, Genesis, Data Track, Doc Magic, Desktop Underwriter (DU), Loan Prospector (LP), FHA Connection, VA Portal, GSL/LDP, Microsoft Office Suite (MS Word, Outlook, Excel, PowerPoint), Loan Origination Systems (LOS).

Other Areas of Expertise: Pre-Approval Process, Regulatory Compliance (RESPA Requirement 2010, 2014 Financial Reform, TRID), Credit Report Assessment.

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