Customer Service Loan Processor
Resume:
BECKY D. RICHARD
Tomball Tx 77377
*********@*****.***
CERTIFICATIONS Freedom Mortgage Certified Mortgage Processor -SGS
Citi Mortgage Certified Mortgage Processor/underwriter
Certified Mortgage loan Processor
Tax Preparer PTIN: P03161152
Public Notary
COMPUTER SKILLS CRM, Citrix, Lakewood, SharePoint Laser Pro Mortgage and I-Portal applications, Microsoft Suite, Teams, Access, LPS, CMS. Rapid., Z-scaler, VDI. DE, DU, AUS, GUS systems, SAP, and HUD systems. Residential and commercial Processing software, CAFS, ULP, ETRAN. DMS, DCMS, Dynamic 365, CALX. AWS, Monday, PROCAS, Encompass, Six Sigma.
Excellent leader with substantial, successful management and customer service experience. Adept at building and inspiring top-performing work teams. Always willing to go above and beyond to accomplish work goals. Experienced at managing multiple priorities and a demanding workload. Reputation for integrity, loyalty, and a strong work ethic. Inner motivation to contribute and excel.
EXPERIENCE
Small Business Administration
Commercial Loan and Sr. Credit Analyst
Case Manager
Washington DC
07/8/2024- 02/11/2025
Processed, analyzed and underwrote commercial 7a, and 504 loans. Evaluated general economic and financial conditions that affect the Government’s risk in granting, guaranteeing, or ensuring loans.
Demonstrate strong critical thinking abilities to analyze complex situations, make informed decisions, and solve problems efficiently while managing multiple tasks and competing priorities simultaneously.
Reviewed applicant’s ELA and SBA Form 5C; analyzed obscured facts regarding borrower’s financial capacity.
Investigated and evaluated credit histories to determine credit worthiness of individual and business utilizing Credit Bureau Report (CBR).
Used a variety of financial data including but not limited to Financial Statements and Federal Tax Return (FTR) to analyze repayment ability for individual and business loan applicants. Pulled and reviewed credit history and worthiness
Determined damaged property eligibility; reviewed property deeds and other legal documents, secured verbal confirmation from the County Property Assessor’s Office regarding ownership.
Transmit, receive, and organize emailed loan processing documents and messages.
Customer Service – heavy financial data review individual loan applicant to calculate a debt-to-income percentage ratio for decision analysis.
Discussed credit history with loan applicants, document explanations and analyze the reason and circumstances for adverse credit. Investigated and analyzed serious derogatory credit items such as federal tax lines, delinquent property tax, student loans, bankruptcy, legal judgment or pending lawsuits.
Established reasonable terms of repayment based on future cash flow or other needs of the borrower. Determined available collateral for loans.
Communicated with loan applicants in writing concerning their loan status and telephone communication with applicant representatives, Tax Preparer or public officials concerning the status of loans. Communicated written routine letter correspondence and reports explaining the disposition of loans.
Produced written work addressing sensitive topics pertaining to status of loan disposition to the Office of Inspector General (OIG)
Contacted and interviewed third-party insurance providers to research damaged property coverage, claim(s), and duplication of benefits.
Disaster Assistance processing,7a and 504 loans. Targeted advance loans.
Made recommendations and decisions to approve or decline business loans utilizing Disaster Credit Management System (DCMS) and web-based computer programs to process loans; Used Financial Analysis Management (FAM) within DCMS to determine repayment ability.
Communicated loan analysis decisions: Terms (loan amount, interest rate, payment, term, and payment due date) and Conditions (use of proceeds, insurance requirements, collateral, and loan closing deadline).
Evaluated general economic and financial conditions that affect the Government’s risk in granting, guaranteeing, or ensuring loans.
Reviewed applicant’s ELA and SBA Form 5C; analyzed obscured facts regarding borrower’s financial capacity.
Conns Loan Servicing
Houston Texas 77073
May 2020 to June 2020
Loan Processor/ Solomon Edwards-contract
Provided support and solutions to customers regarding account maintenance for due date changes, payoff processing, credit and payment disputes, payment history requests, payoff verification, combining and refinance account requests, and extension processing.
Reviewed accounts daily, that are submitted from units within the organization to resolve account discrepancies and process account requests, ensuring that customer records are accurately maintained during resolution of requests.
Resolved customer concerns submitted through workflow queues.
Processed spread sheet for daily tracking and account maintenance.
Source Point Mortgage
Houston Texas 77056
June 2019 to December 2019
Loan Originator/Mortgage Loan Processor
Process loan applications where maintaining federal flood insurance coverage on an existing or new loan is a requirement.
Reviewed loan application for accuracy, loan type, purpose assets, liabilities, employment documents and signatures
Contacted and interviewed third-party insurance providers to research damaged property coverage, claim(s), and duplication of benefits.
Verified and analyzed loan documents including income, credit, appraisal, and titles.
Maintained strict compliance reviews and standards of federal and state regulations.
Record and track data of loans in processing, ordered FHA and VA case numbers, insurance certificates and Declaration pages.
Ensured policy checklist is accurate to the loan criteria and updated files are in accordance with policy guidelines.
Analyze consumer credit reports to determine creditworthiness. Customer Credit Verification, customer Service via phone and email communication
Reviewed, managed, and prioritized loans based on closing date.
Submitted loan application files to underwriting for approval. created email approval and denial letters to applicants.
Submitted loan to underwriting for approval and clear to close. submit approved mortgage loan files to closing for settlements.
Reconcile fees on Loan Estimates, Issue Closing Disclosures and closing documents. Coordinate with the Title Company, Realtor, and borrower to schedule the closing date.
Selene Finance
Houston, Texas 77042
February 2018 to June 2019 Collateral Assistant
Coordinated and obtained tracking of collateral documents. Follow-up, storage, and retrieval of collateral documents.
Assisted with research issues regarding collateral documents.
Provided support to peers/managers within the corporation as needed.
Image collateral documents and service files for new acquisitions
Facilitated export documents to the custodial and investors as requested.
Submitted request for updated collateral documents and review of executed documents for accuracy.
Request bailee letters from investors for promissory notes, security instrument, assignments title policy, endorsements. Insurance coverage claims.
Secure real estate collateral with Mortgage or Deeds of Trust.
Analyze fair market value of real estate and calculating equity for collateral consideration.
Sutherland Global Services
Houston Texas 77036
June 2014 to December 2018
Freedom Mortgage Certified Mortgage Underwriter
Service Based processing, request required documents for FHA and VA, Conventional USDA loan.
Pre-underwriting the documents for submission and contacting the borrower with specific guidelines and urgency of return to complete the refinance process.
Analyzed credit, income, asset, and property documentation; ensuring file meets all compliance and regulatory requirements.
Processed TRID-TILA RESPA integrated disclosures.
Collected documents, disclosure acknowledgements, scheduled closings.
Review of High Priority loans, accurate tracking and spreadsheet reporting to management for final review.
Curative Title Review of Lien and Subordination to be cleared before closing., heavy customer contact. Lead Re-Disclosure Processor.
Navigated the Internet to conduct research related to loan processing.
Communicated with loan applicants in writing concerning their loan status and telephone communication with applicant representatives, Tax Preparer or public officials concerning the status of loans.
Communicated written routine letter correspondence and reports explaining the disposition of loans.
Citi Mortgage Certified Mortgage Processor/ underwriter -SGS
Verified mortgage applications, and documents for accuracy, following all mortgage guidelines specified to FHA, VA, USDA and Conventional Loans.
Analyzed fair market value of real estate and calculating equity for collateral consideration.
Determine gross wage income using paystubs, W-2s, tax returns and telephone or written verification with employer.
Processed and pre-underwritten conventional, FHA, VA and Bond Liaison between loan officer, borrower, underwriter, and funding mortgage loans to ensure compliance with Company, secondary market investor, and government agency standards.
Achieved production and quality metrics.
Prepared and reviewed loan files to ensure completeness of submission and supporting documents, as well as compliance with underwriting and investor guidelines.
SunTrust Mortgage Redisclosure coordinator and Customer Service Team Manager- SGS
Managed and Trained agents to produce and provide client quality and expectations.
Monitored trends and created urgency of accurate Redisclosure documents to borrowers.
Interviewed candidates for employment.
Develop ongoing initiative to reduce turnover.
Identify pertinent information and create reports that present relevant information clearly and efficiently.
Veterans Choice Program Team Manager/Quality Assurance and Quality Control Manager-SGS
Call Center Supervisor
Coach and document solutions of customer service representatives on phone etiquette and product delivery.
Interviewed Candidates for employment.
Process documents for distribution to corporate office. Screen resumes, interview candidates by phone and/or in person.
Create and submit daily reports, that present forecast, service quality control and calibration for company score card.
Monitored quality control KPI and call trends, call turnover.
Monitored score card for veteran toll over assistance completion rate.
Analyze performance trends and customer interaction data to identify patterns, root causes, and opportunities for operational enhancement
Collaborate with Program Directors and Contact Center Managers to align quality objectives with business goals and customer satisfaction metrics
Integrate customer experience feedback and satisfaction data into the quality assurance framework to ensure customer-centric improvements
Conduct thorough root cause analyses of quality issues and develop sustainable solutions that drive measurable improvements
Human Resources Assistant - On boarding Specialist - SGS
Process onboarding, personal identity information.
Provided service support to Human resources staff.
Maintained associate files and security clearance documents.
Organize and deliver employee training documents, work verification and company policies and procedures including standard operating procedures.
Administered the temporary employee conversion process, including sending out and processing evaluation forms, and scheduling and facilitating the orientation process.
April 2007 -May 2014
SBA Employee of the Month 2024
Celebrity Title Company-40 Hours
Title Closer
Adroit Partners-40 hours
Deed in lieu specialist
Luna and Luna LLP- 40 Hours
HUD Escrow Processor, Administrative Support, Payroll Specialist and Closer
Citi Mortgage 40 Hours
Underwriter
Stewart Lending 40 Hours
Mitigation, Deed in Lieu of and short sale loan processor
Fidelity National Title -40 Hours
Escrow Processor (2007-2008) to bring the loan current by making telephone calls and writing collection letters to borrowers.
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