Document Processor

Crystal M. Zamora

**** ****** **, ******, ** ****5

210-***-**** ️ ****************@*****.***

Professional Summary

Dedicated and detail-oriented financial services professional with over 15 years of experience in mortgage loan documentation, financial aid administration, and customer service. Skilled at navigating high-volume, fast-paced environments while maintaining accuracy, compliance, and excellent client support. Recognized for initiative, problem-solving, and effective collaboration across departments.

Core Competencies

Mortgage Loan Processing, Customer Service & Support, Document Review & Compliance, Team Collaboration & Mentorship, Federal & Institutional Financial Aid, Confidential Records Management, Microsoft Office Suite & Adobe Programs, Process Evaluation & Standardization

Summary of Skills

Excellent customer service skills with a focus on professionalism and empathy

Diplomatic and tactful when interacting with individuals at all organizational levels

Experienced in handling sensitive and confidential records with discretion

Quick to learn and eager to expand knowledge and skillset

Highly detail-oriented with strong research and decision-making abilities

Thrives under pressure and collaborates effectively in team environments

Able to perform efficiently in fast-paced, high-intensity settings

Self-motivated and proactive in acquiring new skills independently

Creative problem-solver who develops effective and lasting solutions

Proficient in Microsoft Office Suite and Adobe Creative programs

Professional Experience

Wells Fargo Home Mortgage – San Antonio, TX

Senior Loan Documentation Processor (2009 – 2024)

Managed a pipeline of complex home loan modification requests under HAMP and proprietary programs.

Reviewed and processed documentation for loan compliance, ensuring adherence to regulatory and internal standards.

Served as a subject matter expert and team resource, providing training and guidance to junior staff.

Investigated and resolved documentation discrepancies and escalated non-routine issues appropriately.

Participated in business process improvements and evaluated standard operating procedures for updates.

Supported cross-functional teams with administrative tasks and data validation during system changes.

Played a key role in customer issue resolution requiring coordination between departments.

Alamo Colleges – St. Philip’s College – San Antonio, TX

Financial Aid Technician (2006 – 2009)

Assisted students and parents with financial aid inquiries, eligibility, and documentation requirements.

Audited student records for verification, ensuring accuracy with FAFSA and IRS data.

Managed federal financial aid awards for academic and continuing education programs.

Maintained departmental website content.

Supervised front-office staff and coordinated work production strategies.

Alamo Colleges – Financial Aid District Office – San Antonio, TX

Financial Aid Data Analyst (2004 – 2006)

Assisted students and parents with financial aid inquiries, eligibility, and documentation requirements.

Audited student records for verification, ensuring accuracy with FAFSA and IRS data.

Produced educational literature on financial aid topics.

Alamo Colleges – San Antonio College – San Antonio, TX

Federal Work-Study Student Assistant (2003 – 2004)

Guided students in researching transfer requirements and degree plans.

Assisted with book check-outs and library shelving in the campus library.

Education

American Intercontinental University Online – Hoffman Estates, IL

Bachelor of Fine Arts in Visual Communications, Emphasis: Web Design & Development

Graduated: May 2012

San Antonio College – San Antonio, TX

Associate of Arts in Teaching

Graduated: May 2007

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