Customer Service Credit Card

Colleen Prior

Narragansett, Rhode Island *****

401-***-**** *******@*******.*** https://www.linkedin.com/in/colleen-prior/

Professional Summary

Mortgage professional specializing in complex residential mortgages, underwriting, processing and loan origination. Expert in regulations, data analysis, and customer service. Detail-oriented with strong mathematical skills, ensuring superior experiences for clients and stakeholders.

Core Competencies:

• Mortgage Underwriting & Loan Origination • Title Review & Documentation Accuracy

•Consumer & Credit Card Loan Underwriting • Loan Pipeline Management & Reporting

•Conventional & Home Equity Loan Processing • Decision Making Under Pressure

•Loan Compliance & Regulatory Adherence • Time Management & Prioritization

•Desktop Underwriter (DU) & Loan Product (LP) • Encompass, Empower, LexisNexis Expertise

•Collaboration with Loan Officers & Processors • Risk Assessment & Credit Analysis

•Process Improvement & Workflow Optimization • Financial Review & Budget Analysis

•Customer Service & Relationship Management • CLOS (Consumer Loans Origination System)

Professional Experience

SANTANDER BANK, East Providence, RI 11/2022 – 2/2025

Santander Bank, a U.S. subsidiary of Santander Group, offers diverse retail and commercial banking services.

Consumer Loan Underwriter and Credit Card Underwriter

Reviewed, analyzed, and underwrote consumer loans and credit card applications within lending authority, ensuring compliance with policies and guidelines. Applied underwriting expertise to make sound credit decisions. Partnered with the team to improve service levels and operational efficiency.

•Achieved 100% compliance with consumer loan and credit card underwriting standards.

•Enhanced service quality by identifying process improvements to streamline underwriting decisions.

•Contributed to increased productivity by recommending workflow optimizations.

•Supported team efforts to maintain high service levels and meet performance targets.

PEOPLE’S CREDIT UNION, Middletown, RI 9/2019 – 8/2022

People's Credit Union is a not-for-profit financial institution that offers banking services to its members.

Mortgage Underwriter and Mortgage Processor

Reviewed credit histories, analyzed complex tax returns, appraisals, assets, and titles to make informed underwriting decisions. Processed tasks in Encompass, reviewed Desktop Underwriter (DU) findings, and advised clients on approval terms and required documentation to clear files for closing.

•Utilized knowledge of Non Agency or NON QM mortgage loan underwriting to ensure loan compliance with underwriting guidelines.

•Developed and implemented a streamlined process for Home Equity Loans and Lines of Credit, reducing approval time by 20%.

•Strengthened collaboration with loan officers, processors, and attorneys to exceed production goals and ensure timely closings.

•Prepared closing packages, enhancing efficiency in the loan closing process in a paperless environment.

EMBRACE HOME LOANS, Middletown, RI 8/2015 – 2/2019

Embrace offers both purchase and refinance options, including cash-out refinancing, plus options for condos, manufactured homes, and new construction homes.

Mortgage Underwriter

Underwrote conventional mortgages in compliance with Fannie Mae and Freddie Mac guidelines using DU and LP. Analyzed credit reports, income, assets, appraisals, and titles to ensure adherence to investor guidelines, set conditions, approved documentation, and cleared loans for closing.

•Maintained high productivity, quality, and customer service standards by effectively communicating underwriting decisions to loan officers, processors, sales team leaders, and closers.

•Ensured compliance with investor guidelines and loan programs, contributing to seamless loan approvals.

•Streamlined underwriting processes to improve efficiency and meet closing deadlines.

ADMIRALS BANK, Providence, RI 5/2014 – 8/2015

Admirals Bank was a federally chartered bank based in Boston, Massachusetts that offered banking, lending, and financing services.

Title One Loan Advisor, Consumer Loan Officer

Processed and underwrote consumer loans in Encompass, analyzing credit reports and ensuring compliance with investor guidelines. Issued disclosures, commitment letters, and collected necessary documentation. Managed loan pipeline, ordered titles, and prepared complete loan files to facilitate an efficient closing process.

•Maintained accuracy in loan reporting by regularly updating pipeline status and ensuring data integrity.

•Enhanced loan processing efficiency by organizing files systematically, expediting approvals and closings.

•Built strong relationships with consumers, contractors, and internal and external partners to streamline loan transactions and improve customer satisfaction.

RIHOUSING, Providence, RI 11/2010 – 5/2014

RIHousing helps Rhode Islanders find, buy, rent, and maintain housing.

Homeownership Assistance Specialist

Provided guidance, education, and counseling to homeowners, conducting financial reviews and budget analyses. Worked with loan servicers to develop financial plans, including modifications and forbearance agreements. Reviewed Hardest Hit files for compliance and managed data entry and pipeline reporting.

•Assisted homeowners in navigating financial hardships while maintaining highly confidential information to facilitate loan modifications.

•Ensured compliance with investor guidelines through meticulous review of files before underwriting.

•Maintained accurate pipeline management and reporting, improving efficiency in financial assistance programs.

•Strengthened collaboration between homeowners and loan servicers, enhancing communication and resolution strategies.

Education and Certifications

Associate of Science (A.S.), General Business, COMMUNITY COLLEGE OF RHODE ISLAND, Lincoln, Rhode Island Licensed, NATIONWIDE MORTGAGE LICENSING SYSTEM (NMLS) (No. 1206134)

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