Customer Service Quality Assurance

Vilma Mejia 213-***-**** **********@*****.***

***** ********** ***, ***** ****, CA 90280

Lending Operations Support and Quality Assurance professional with over 9 years bank mortgage lending experience, in addition to years of previous and varied experience in the Credit Union sector. Excellent customer service to clients, members and vendors. Demonstrated ability to skillfully prioritize assignments, tasks and projects. Developed leadership and communication skills.

• Expert Loan Processing

• Strong Organizational Skills

• Ability to Meet Deadlines

• High Quality Customer Service

• Fast Learner and self-starter

• Bilingual – English/Spanish

PROFESSIONAL EXPERIENCE

Washington Federal Bank, Gardena/Torrance, CA Aug 2024 – Jan 2025 Wholesale Production Assistant

Receive and review loan packages from a variety of approved mortgage brokers and submit the loan files to the Loan Processing Center. Working with Loan Officers, Brokers, Escrow, Title and Internal staff to make any required corrections. Analysis and data entry of borrowers/customers information.

Receive, review and input incoming loan packages using Encompass

Identify and collect necessary documentation from the broker.

Prepare loan file for submission to Loan Processing Team.

Assist Loan Processing Team with loan file requirements and client conditions

Coordinate client, broker, escrow and title company communication throughout loan transaction

Prompt responses to inquiries regarding status while maintaining a high level of professionalism and quality customer service.

Manage rate locks and closing timelines

Luther Burbank Savings, Gardena, CA May 2016 – April 2024 Loan Quality Assurance Coordinator/Loan Processor

Lock Desk associate, experienced with Optimal Blue and Polly pricing engines, confirmation of pricing and working with Loan Officers and Brokers to make any required corrections. Analysis and data entry of fee information.

Issuance of TRID Disclosures including LE, Revised LE, CD, Revised CD and Post-Consummation CD.

Processing of retail/wholesale loan transactions using Encompass.

Handling of loan modification requests.

Quality Assurance reviews of loan files prior to assignment to Funding.

Prompt responses to inquiries regarding status while maintaining a high level of professionalism and quality customer service.

Assist on projects when needed.

Kinecta Federal Credit Union, El Segundo, CA Sept 2013 – April 2016 Appraiser Assistant

Origination and processing of appraisal orders using Collateral Management System (CMS).

Following up on any past due assignments with the Appraisal Management Company.

Processing of weekly reports for distribution to appraisal team and accounts payable.

Monitoring of four email inboxes, with prompt responses to inquiries regarding status while maintaining a high level of professionalism and quality customer service

Monitor 4 Inboxes – read and reply to emails received from various departments and vendors.

Process weekly reports and forward them to accounting for payment. Membership, Loan Set up and Doc Checks Representative Nov 2012 – Sept 2013 Review and processing of member documentation for wholesale loans. Reviewed files to ensure that the rate lock was correct, with any errors resolved. Prepared membership packages, logging loan information into Symitar system, and assignment of loan file to a processor.

Gathered all the documents needed and processed memberships using Symitar.

Doc and prep files – needed to ensure that the lock rate was good and if any errors needed fixed.

Helped Loan set up on printing documents, logging the loan information and assigned to a loan processor Rate Lock Representative Sept 2012 – Oct 2012

Review and processing of rate locks for retail and wholesale loans. Handling of rate concessions and lock extensions.

Monitored Inboxes – read and reply to emails received from various departments and vendors

Processed rate locks, concessions and lock extensions

Doc and prep files – needed to ensure that the lock rate was good and if any errors needed fixed. Helpmates/Kinecta Federal Credit Union, El Segundo, CA (Contractual) Feb 2012 – Sept 2012 Appraiser Assistant

Monitoring of email inboxes, with prompt responses to inquiries regarding status while maintaining a high level of professionalism and quality customer service.

Assistance with printing of appraisals using the CMS system, and updating appraisal information into Destiny, the appraisal data system used by Kinecta.

Processing of credit card payments and forwarding of invoices to Accounts Payable. Helpmates/Herbalife, Torrance, CA (Contractual) May 2011 – Jan 2012 Bilingual Call Center Representative

Assisted with the overflow of incoming calls during their End of Month. Placing orders for distributors. California Credit Union, Glendale, CA July 1991 – March 2009 Electronic Services Supervisor Jan 2006 – March 2009 Supervision of five employees handling the following tasks: origination and processing of Automated Clearing House (ACH) exceptions on member accounts and Incoming and Outgoing Wires.

Origination and verification of outgoing wires using the Fedline system; processing of incoming wires using the Miser system.

Received CD from LAUSD (with Borrowers information), forward the CD to IT department to provide us with reports. Verified the dollar amount and employee count. Processed the exceptions using Miser system.

Ensure that General Ledger (GL’s) accounts were in balance.

Processed and reviewed Return Deposit items and cashier check stops Quality Assurance Specialist Aug 2002 – Jan 2006

Processing of random audits within various departments to ensure that they were in compliance. Wrote memos to supervisors/managers to inform them of audit findings.

During the audits, reviewing patterns between credit card and check fraud claims.

Reviewed reports and compared them to hard copy document to ensure accuracy and report anything unusual.

Developed and generated statistical information related to Payment processing and operations support.

Clearing over # 300 hundred accounts belonging to deceased individuals, writing letters to joint account holders and beneficiaries.

Handling of escheatment accounts by sending letters to members to make them aware of lack of account activity, and potential credit union actions.

Member Services Lead Dec 2000 – Aug 2002

Assisted with monitoring the day-to-day operations of the Card services Department.

Processed Debit Card and ATM Exceptions

Processed Debit Card and ATM Balancing

Processed Credit Card payments reversals and refunds using FDR system.

Processed deposits and payments for members

Senior Member Services Representative June 1997 – Dec 2000

Processed deposits and payments

Opened new membership as well as Closed accounts

Processed Verification of Deposits (VOD’s)

Processed Subpoenas

Processed Escheatment

Opened and Closed Share Certificates (CD’s)

Among other things

Payroll Deduction Clerk/Telephone Service Representative (July 1991 – June 1997)

Opened Mail and put it in bundles

Processed Close accounts by sending a check to the members

Opened and Closed Share Certificates (CD’s)

Processed transfers. Withdrawals, Loan Payoff’s and collection mail

Answered calls half day and crossed sell

EDUCATION

High School Graduate, South Gate, CA

COMPUTER SKILLS

Microsoft Word, Excel, 10 key by touch, Symitar, Miser, Fedline, FDR, Outlook, Cleartouch, Encompass and Nautilus, Polly to lock rates

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