Customer Service Loan Processing

Lesley A. Wagner

Toledo, OH ***** 419-***-**** ***********@*****.***

Loan Processing Specialist Profile

Detail-oriented and accomplished mortgage operations professional with 15+ years of experience in loan processing, underwriting support, collections, and customer engagement across diverse financial institutions.

• Adept at reviewing and preparing FHA, VA, and conventional loan files for closing in purchase and refinance scenarios by ensuring accurate documentation and full compliance with investor and regulatory guidelines.

• Skilled in coordinating with loan officers, borrowers, title companies, and escrow agents to manage complex transactions, streamline documentation workflows, and ensure timely resolution of outstanding conditions.

• Recognized for delivering exceptional customer service, building rapport with clients, handling sensitive information with discretion, and communicating loan terms, timelines, and requirements throughout the process.

• Highly organized with strong administrative skills in document tracking, file management, third-party correspondence, report generation, and sensitive data handling under strict protocols.

• Self-driven professional capable of working independently in fast-paced environments to meet productivity targets and maintain high data integrity.

AREAS OF EXPERTISE

Mortgage Loan Processing Loan Documentation Review Pre-Underwriting Support File Auditing & Quality Control Regulatory Compliance Loan Closing Coordination Credit & Financial Analysis Customer Relationship Management Loss Mitigation Support Mortgage Collections Call Center & Inbound Support Administrative Support Data Entry PROFESSIONAL EXPERIENCE

Capital Management Services Buffalo, NY 2025 to Present Collector

Gather and analyze customer information to conduct financial assessments, determine capacity to repay delinquent mortgage loans, and recommend suitable repayment strategies. Establish structured repayment agreements and escalate accounts for further support through loss mitigation or alternative lending departments.

• Initiate outbound calls and respond to inbound inquiries from mortgage customers in various stages of delinquency.

• Utilize effective communication strategies to collect past-due payments while adhering to all applicable federal and state consumer protection laws and collection regulations.

• Serve as a key point of contact for consumers and internal departments by addressing inquiries related to mortgage products across all stages of collection.

• Deliver required disclosures and compliance language specific to each customer’s state of residence during both inbound and outbound calls to safeguard the company from regulatory violations. Chrysler Jeep Toledo, OH 2014 to 2018

Production Worker

Operated a powered tugger vehicle to transport automotive parts and materials to designated assembly line workstations. Utilized forklifts to load and unload automotive components from incoming and outgoing truck deliveries.

• Monitored part inventory levels in real-time and responded to part shortages by restocking necessary materials, which prevented potential assembly line shutdowns or production delays.

• Collaborated with warehouse supervisors and logistics personnel to streamline material flow and reduce downtime. Speedway Defiance, OH 2012 to 2013

Customer Service Representative

Delivered customer-centric service by professionally greeting all patrons, assisting with product inquiries, and directing to merchandise locations throughout the store.

Lesley A. Wagner Page 2

• Operated POS terminals to process cash, credit, debit, and mobile payment transactions, balanced cash drawers at the end of each shift, and adhered to all company policies on transaction security.

• Received and unpacked incoming merchandise deliveries, organized inventory by category, and restocked shelves and refrigerated displays to ensure full product availability for customers during peak business hours. Citi Mortgage Ann Arbor, MI 2009 to 2011

Mortgage Loan Consultant

Maintained high-quality service levels in a fast-paced call center environment by serving as a primary point of contact for borrowers, explaining loan options, providing status updates, and addressing concerns.

• Processed conventional, FHA, and VA refinance mortgage loans from application through closing by ensuring accurate data entry, document verification, and timely submission of loan packages.

• Synchronized completion and reviews of complex loan files by working with loan officers, borrowers, title companies, escrow agents, realtors, and surveyors.

• Performed high-level administrative functions, such as creating and maintaining borrower files, ordering appraisals, credit reports, and insurance verifications, and reviewing documentation to detect errors, inconsistencies, or red flags.

• Protected borrower privacy by handling sensitive personal and financial information in line with security protocols. JPMorgan Chase Columbus, OH 2000 to 2009

Home Loan Analyst

Created and organized borrower files, ordered third-party reports (credit, title, and appraisal), and reviewed loan documentation for accuracy, completeness, and regulatory compliance. Collaborated with stakeholders to ensure timely coordination of loan closings and resolution of outstanding conditions.

• Processed mortgage loans (conventional, FHA, and VA products) for purchase and refinance transactions by ensuring compliance with all investor guidelines and internal underwriting standards.

• Provided borrower support throughout the loan lifecycle by fielding inbound inquiries, explaining loan terms and documentation requirements, and facilitating smooth communication between all parties involved.

• Maintained a high level of data integrity and confidentiality while handling large volumes of sensitive personal and financial borrower information.

Validator Underwriter

Reviewed complete loan files, assessed creditworthiness, and determined eligibility for loan approval by analyzing credit reports, employment histories, income statements, and documentation such as bankruptcy filings and divorce decrees.

• Demonstrated independent judgment within established lending authority to oversee loan approvals and declines.

• Performed due diligence by cross-verifying applicant information and conducting follow-ups on identified discrepancies or insufficient documentation, which reduced potential risks and ensured compliance.

• Played a critical role in mitigating institutional risk by identifying potential fraud indicators or red flags and recommending appropriate actions based on underwriting standards and quality assurance procedures. ADDITIONAL EXPERIENCE

Receptionist Loan Processor Trustcorp Mortgage Mortgage Broker Executive Assistant Crystal Mortgage EDUCATION

Northwest State Community College

University of Toledo

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