Mortgage Loan Customer Service

Marla Y. Williams

**** ********** *** *********, ** 30238• 678-***-**** • ***********@*****.***

Dedication, Professionalism, and over Twenty-five years of experience in the Mortgage industry. Experience in processing 1st Mortgage Conventional /FHA/VA/Wholesale Lending Non-QM & Retail Mortgage Loan file programs. Computer proficiency with Microsoft 360, Prime Alliance, CRM, Encompass, Lending Pad, Unifi, Genesis, Empower, STM Partner, run LP/DU Fannie Mae and Freddie Mac, Ginnie Mae, Novel, Data Link, Lotus notes, MS Exchange, windows, Word, and Lane guide. Strengths include adaptability to change in technology and staffing providing excellent support as a team player with the ability to communicate effectively. E xperience

2/24/2025-CURRENT

MORTGAGE LOAN PROCESSOR-ACCOUNT MANAGER RELIABLE HOLDINGS MANAGER, LLC AKA LENDZ FINANCIAL /FORT LAUDERDALE, FL

•maintain and provide full customer service for a pipeline with 25-80 Loans every month •send out Welcome Email with underwriter Approval Letter. Then call brokers office and give introduction of myself and review conditions and answer questions or any concerns. •complete and order Appraisal Report, CDA, pull soft pull, Update Fraud Guard, run MLO License, CPA License to show active while reviewing all conditions/documents provided from brokers office to satisfy underwriter’s conditions list. •prepare Loan Files: prepare, Compile, and sort the loan files for underwriting. This includes entering data into the loan origination system Lending Pad, ensuring that all documents are accurately sorted, labeled, and scanned into the system then attached to the correct condition. • Manage multiple files concurrently, ensuring that each loan progresses according to schedule keep track of deadlines and prioritize tasks to meet them •Coordinate with Underwriters: work in collaboration with underwriters to ensure all information is accurate and complete. Address any queries or concerns raised by the underwriter promptly. • Maintain compliance ensure compliance with state and federal lending laws. This includes understanding and implementing changes in regulations that impact non-QM loans. • Communication: maintain regular and professional communication with brokers, borrowers, underwriters, and other stakeholders throughout the loan process. Provide updates and address questions or concerns promptly. • Closing: coordinate with the closing department to ensure that the loan file is complete and accurate. Resolve any last-minute issues or discrepancies to ensure a smooth closing process. •Training: Stay updated on the latest industry trends, guidelines, and changes in non-QM loans. Participate in training and educational opportunities as available. 4/3/2023-9/1/2023

TRAILING DOCUMENT SPECIALIST-LOAN ADMIN. EQUITY PRIME MORTGAGE ATLANTA, GA

•Full knowledge and understanding of all recorded Mortgage Loan documents. •Extensive administrative work with primary responsibilities for the timely and accurate processing of trailing loan documents and archiving into appropriate system {s}. •Processing, opening, and handling all FED Ex, UPS original Loan closing packages and correspondent loan packages and then separating all mail daily. • Scan and upload final documents and closing packages into Loan origination system (encompass). •Data Entry based on type of documents received. • Daily spreadsheet update adding/removing information to show recorded deed final title commitment. Received/requested/rejected/uploaded / shipped out or into the office. Identifying and track outstanding Mortgage Documents if needed. •preparing shipment label/Printing out and shipping through FedEx, UPS, copy of all recorded deed, final title policies to Ginnie Mae. •Document Corrections requested from settlement agent/ office including non-recorded, misspelled names and addresses, missing pages and schedules for final title policy.

•All rejected and returned documents corrected and sent back to appropriate investor/lender/bank. •reviewed and returned corrections by the settlement agent that conducted closing. •following up on all closing recorded documents missing by way of email and phone calls. •respond to final document requests from investors in a timely manner. •Communicate with Correspondent lenders regarding outstanding final documents.

•Communicate with Title Companies regarding outstanding final documents. •Intermediate knowledge of Loan Form and Short Form Title Policies. •Intermediate knowledge of county recording information and property types. 9/14/2022-11/22/2022

MORTGAGE LOAN PROCESSOR /LOA/OFFICE CLERK J.M. REAL ESTATE CAPITAL ATLANTA, GA

•Answered all office emails, phone calls, responded to emails and text messages for office and brokers assigned to the office. •Set up and prepared all Marketing Supplies ad information for the office. •Set up office Monthly Calendar Board for Travel and events. •Point of contact for office equipment set up/ fixes/new Accounts with IT and all Third-party Vendors for the office. •Updated excel spread sheet “client list” with new borrower, broker, real estate agent information daily. •Set up mail outs, letters and picked up all mail delivery and packages for office. •Maintain a very small pipeline of 10-30 files of DSCR, Rehab Loans. •Updated initial Loan Application into Encompass system on all new business. •Daily follow-up on any missing required file conditions and request those documents. While provided high level of customer service and setting clear expectations with internal and external customers. Regarding the Loan process flow and expected closing date. Handle all brokers inquiries in a timely and professional manner. While analyzing complex data to explain decisions made on the Loan while collecting underwriters' requirements and reviewing prior to submission to that department. •Submitted New fully Completed files submissions to Lender through encompass portal for review and approval from underwriter.

•Collaborate with Processor, Sales, Underwriting, Closing and Funding Departments regarding loans submitted to those departments and timelines for completion. •monitored the daily pipeline report. And Ensuring loans are progressing through the system as required while reviewing and providing all documents for underwriter to review and issue a final approval. And sign off to be completed. •Follow up on all loans experiencing delays Collaborating with all team members in obtaining any missing information on documents. •maintaining applicable state and federal regulations, and laws while meeting underwriter and company loan guidelines. 8/20/2020-7/6/2022

ACCOUNT MANAGER / SPROUT MORTGAGE, LLC NEW YORK, NY

•Maintain a pipeline of approximately 30-80 loans a month closing 15-30 loans a month. Self-prioritize and manage a large pipeline while exhibiting organizational skills. Welcome Letters, Introduction phone call and new underwriter approval letters sent out and reviewed with clients/ brokers office. Once file has been received and approval has been issued out by underwriter. •Collect and review all required conditions/fil documents from broker/ borrower and all third-party vendors verifying completeness and acracy while requesting all corrections if needed from brokers office. •updating encompass system to show corrected information from all files required conditions provided from client to broker. •Follow up on any missing required file conditions and request those documents. While providing high level of customer service and setting clear expectations with internal and external customers. Regarding the loan process flow and expected closing date. Handle all brokers inquiries in a timely and professional manner. While analyzing complex data to explain decisions made on the loan while collecting underwriter's requirements and reviewing prior to submission to that department. •Collaborate with all departments to ensure timelines for completion. •Generate and monitor the daily pipeline report. Ensure loans are progressing through the system as required while reviewing and processing all documents for underwriter review and final approval and sign off. •assist brokers and employees of brokers office with the correct way of submitting files through sprout mortgage LLC company portal. •assist brokers with COC, Rate Lock request, exception request with the Lock desk and exceptions approval departments. •Follow applicable state and federal regulations, and laws while meeting underwriter and company Loan guidelines and monthly SLAs. Skills

Type 50 words per minute • Proficient with all Mortgage industry software • Team player • Excellent time management skills • Conflict management •Data Entry •Customer Service rep. •Proficient with all Mortgage Documentation.

E ducation

2007- C u r r e n t

B A I T r a i n i n g - C e r t i f i c a t e o f C o m p l e t i o n . SEPTEMBER 1997

CERTIFIED WITH MORTGAGE BANKERS ASSOCIATION: ADVANCED LOAN PROCESSING. Activities

Cooking • Walking • Reading• laughing • movies • car rides

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