Senior Mortgage Processor and Compliance Expert
Resume:
MELISA MILLER
Chandler, AZ, AZ *****
***************@*****.***
Professional Summary
Dynamic mortgage processor with over 10 years of focused experience managing end-to-end mortgage applications, credit analysis, and documentation review. Demonstrates expertise in underwriting processes, Fair Housing compliance, and collaborative efficiency, ensuring regulatory adherence in fast- paced financial environments.
Work Experience
Office Manager/Bookkeeper
Integrity Industrial Services-Phoenix, AZ
February 2021 to October 2023
• Managed daily office operations, ensuring efficient workflow and timely completion of administrative tasks.
• Maintained accurate financial records and prepared detailed reports, supporting compliance and audit readiness.
• Implemented streamlined filing systems, enhancing document retrieval and organization for loan and financial records.
• Resolved client inquiries, providing high-quality customer service and supporting client retention.
• Negotiated favorable terms with vendors, contributing to cost savings and operational efficiency.
• Identified and implemented process improvements, optimizing office procedures for productivity and compliance.
Home Mortgage Processor
Wells Fargo-Phoenix, AZ
October 2020 to February 2021
• Processed mortgage applications from submission to closing, ensuring all documentation was complete and accurate.
• Assisted customers throughout the loan process, providing timely updates and addressing inquiries.
• Requested payoffs and updated mortgage clauses on homeowner insurance, supporting policy compliance.
• Collaborated with vendors, underwriters, and loan officers to resolve discrepancies and streamline operations.
• Reviewed financial statements and conducted credit analysis to assess borrower eligibility and risk.
• Ensured compliance with banking regulations and internal policies during mortgage processing. Loan Processor
Discover-Phoenix, AZ
December 2016 to October 2020
• Processed loans by collecting and reviewing required documents, ensuring accuracy and completeness.
• Communicated with customers regarding document needs and loan status, providing clear updates.
• Requested payoffs and updated homeowner insurance information to maintain compliance.
• Contacted employers to verify borrower employment, supporting underwriting requirements.
• Coordinated loan closings, ensuring all steps were completed for timely funding. Loan Processor II
USAA Federal Savings Bank-Phoenix, AZ
May 2016 to December 2016
• Processed vehicle, boat, RV, and personal loans, ensuring compliance with privacy and federal regulations.
• Delivered quick turnaround times while maintaining high customer satisfaction in a fast-paced environment.
• Verified loan documentation and evaluated approvals against bank and government lending standards.
• Maintained confidentiality of all submitted information, adhering to strict release guidelines.
• Resolved customer inquiries and issues through in-person and telephone interactions, enhancing service quality.
PTO Specialist Loan Document Specialist
Wells Fargo CCG-Phoenix, AZ
April 2014 to May 2016
• Managed processor pipelines during staff absences, ensuring uninterrupted workflow and high efficiency.
• Built strong borrower relationships, consistently meeting and exceeding customer service goals.
• Led special projects and maintained up-to-date quality standards, achieving passing audit scores.
• Coached and mentored team members, enhancing their problem-solving skills for slow-moving applications.
• Assigned pipeline work effectively, supporting team productivity and timely processing.
• Achieved Safe Certification, reinforcing operational safety and compliance in loan processing. Home Equity Specialist II
Wells Fargo CCG-Phoenix, AZ
March 2013 to April 2014
• Engaged customers to secure loan commitments, consistently achieving sales targets and high survey scores.
• Explained and sold loan products and lines of credit, ensuring customer understanding and satisfaction.
• Resolved conflicts and negotiated agreements, strengthening customer relationships and retention.
• Passed monthly call monitors, maintaining high standards of communication and compliance.
• Implemented operational improvements, resulting in cost savings and increased profit margins.
• Optimized loan application processes, enhancing commitment rates and customer service. Underwriter
Wells Fargo CCG-Phoenix, AZ
April 2011 to February 2013
• Evaluated loan applications, analyzing debt ratios, credit scores, and property valuations for underwriting decisions.
• Collaborated with borrowers and loan officers to ensure timely completion of underwriting processes.
• Verified credit, income, and compliance documents for data integrity and accuracy.
• Reviewed insurance applications and risk reports to determine coverage eligibility.
• Provided clear and accurate information in response to customer inquiries via phone and email.
• Coordinated with loan processors and originators, managing all phases of the underwriting process for timely approvals.
Home Equity Specialist
Wells Fargo CCG Home Equity-Phoenix, AZ
August 2006 to April 2011
• Engaged customers to secure loan commitments, consistently meeting sales targets and customer satisfaction.
• Explained loan products and lines of credit, ensuring customer understanding and satisfaction.
• Resolved conflicts and negotiated agreements, enhancing customer relationships and retention.
• Implemented operational improvements, leading to measurable cost savings and profit margin increases.
• Drove operational improvements in End of Draw team, enhancing profit margins and customer satisfaction.
Education
HIGH SCHOOL DIPLOMA GED
WIDEFIELD HIGH SCHOOL-Colorado Springs
Skills
• Mortgage processing
• Loan origination
• Underwriting
• Credit analysis
• Fair Housing compliance
• TILA compliance
• Banking
• Escrow procedures
• Data entry
• Documentation review
• Accounts receivable
• Financial analysis
• Microsoft Office
• Customer service
• Contract review
Certifications and Licenses
Certified Anti-Money Laundering Specialist
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