Executive Administrative & Client Services Specialist
Resume:
C H A R L E N E
W A T K I N S
*************@*****.***
Downey, CA 90241
PROFESSIONAL SUMMARY
Accomplished High end Customer Service, Interactive Medical field, Mortgage Banking and Real Estate professional with over many years of experience. Proven expertise in senior loan processing, Jr. Underwriting, B2B, Correspondence Lending, and pre-funding. Adept at managing seamless workflows, building client relationships, and delivering exceptional customer service. Highly motivated, ethical, and adaptable team player with extensive industry knowledge. Organized, efficient administrative professional with successful track record managing office workflows. Creates processes and systems to improve company operations and efficiency. Hardworking and motivational project manager thrives in fast-paced environment. WORK HISTORY
Front Office Coordinator/ Patient Service Specialist /Billing Coordinator, Integrative Medicine for oncology at VVSMD, Jan 2025 Feb 2026
Greeting patients visiting the facility, answering any questions they may have and helping them fill out the required forms
Answering phone calls, creating appointments, directing the calls as required and handling all queries
Informing the Doctor, Nurse or other healthcare facilitators about impending appointments Maintaining a filing system for all patient documents and reports submitted Answering emails and other electronic messages as required Creating invoices and bills, processing insurance forms and managing vendors and contractors Managing inventory and placing orders as required
Transcribing all notes and documents related to treatments Front Office Coordinator/ Patient Service Specialist, Simon Med -Medical Imaging, Feb 2024 Apr 2024
Directly responsible for the overall administration, coordination, and evaluation of the patient registration, check-in, check-out and insurance verification process. Handled financial transactions responsibly, collecting copayments and processing payments with attention to detail.
Worked effectively with physicians, patients, and the public and was capable of establishing good working relationships with both internal and external customers. Concierge, Administration Assistant, Crestvilla -High-end Senior Living, Mar 2023 Jan 2024, Laguna Niguel, CA
Working with Executive Director to ensure all coordination for all residents. To move-ins, move- outs, and day-to-day administration needs for the residents are met with high quality. Working with the Accounting Department to ensure all financial information has been entered and accounted for appropriately and to produce consistent and accurate financial reporting. Coordinating with Activities Director to make a great engagement with senior living care. CW
Maintain Resident administrative files.
Manage Concierge team & all activities for the senior living. Such as health needs for the residents. Assist Executive Director and Reporting Accountant in developing annual admin budgets. Pay pending invoices and make bank deposits.
Support the planning, organizing, and the implementation of senior living. Sr. Loan Processor, Partner Bank, Jan 2022 Mar 2023, Newport Beach, CA Executed superior customer service for loan servicing department Processed various loan types, ensuring accurate documentation Handled loan payments, advances, payoffs, and re-conveyances On boarded new loans and maintained compliance with regulatory requirements Contract Sr. Loan Processor Supervisor / Remote, Thrive Loan Processing, LLC, Dec 2019 Dec 2022, Austin, Texas
Calculated and verified borrower's financials, managed loan pipelines Collaborated with direct lenders, submitted loans for approval Supervised a team of 10 remote processors, specializing in various loan types Resolved problems, provided superior customer service, ensured compliance with guidelines Sr. Loan Processor / Remote, Premier Lending, Aug 2018 Dec 2019, Charlotte, North Carolina Documented loans to ensure compliance with regulatory requirements Managed a pipeline of up to 60 loans, collaborating with in-house departments Resolved problems efficiently, communicated with various parties, provided superior customer service
Experienced with LP/DU, Harp loans, FNMA/FHLMC, conventional, jumbo loans, and commercial loans
Sr. Loan Processor, FlexPoint Mortgage, Feb 2016 Aug 2018, Newport Beach, CA Reviewed and submitted loan files to underwriting, collaborated with various departments Utilized Encompass, Calyx Point, Core Blue Sage, and paperless skills Maintained communication with borrowers, prepared GFE for closing, ensured document compliance
Proficient with Harp 2, open access programs, and various loan types Team Lead Sales Service Representative / Sr. Loan Processor, Planet Home Lending Correspondent, Jan 2013 Feb 2016, Irvine, CA
Managed a fast-paced correspondent division, generating daily warehouse funding reports Led a team of Sales Service Representatives, conducted new hire training Ensured compliance with TRID and other regulations, participated in system upgrades Reviewed closed loan packages for FHA, USDA, VA, 203K, Conventional, and non-delegated loans Sr. Loan Processor - Executive Assistant - Transaction Coordinator, Rio De Oro Properties, Feb 2009 Jan 2013, Laguna Hills, CA
Managed correspondence, structured loans, and communicated with borrowers and realtors Handled preapproval letters, set up files for disclosures and compliance Coordinated with in-house departments, escrow, and title for smooth closings Experienced in FHA, Conventional, Fannie Mae, Freddie Mac approvals Jan 2026
Loan Mods / Foreclosures / Negotiator Sr. Processor - Remote, Law Offices of Mr. Cole / Law Firm, Feb 2005 Dec 2008, San Francisco, CA
Submitted loan modification packages, negotiated with lenders, and managed a large pipeline Ensured compliance with regulations, understood tax returns and income calculations Prevented sale dates, provided excellent customer service, adhered to updated guidelines Proficient in Calyx Point, Excel, and Microsoft Word Escrow Officer Assistant/ Transaction Coordinator, Escrow Factory, Jan 2002 Feb 2005, Irvine, CA Managed client communication, reviewed documents, prepared loan documents for signatures Ensured a smooth closing process by handling lender conditions and miscellaneous administrative tasks
Worked closely with realtors, lenders, and processors for successful escrow transactions EDUCATION
Working On It, Multiple Skills
Santiago Canyon College Orange, CA
SKILLS
Medical software: Epic Kareo
Luma Health Jane
CureMD RGCC
Labcorp Quest
Mortgage Banking Software: Encompass Calyx Point
Core Blue Sage Lending Pad
Salesforce Regulatory Compliance: Respa Guidelines TRID Non-QM
HARP Programs Loan Types: FNMA/FHLMC
DU/LP Refinance
Conventional Jumbo
VA FHA
203K Commercial
USDA Reverse
Customer Relationship Management Multitasking
Organizational Skills Problem Solving
Attention to Detail Strong Written Communication Skills Strong Verbal Communication Skills Team Collaboration Leadership Administrative management
Business correspondence Administrative procedures
Customer service management Multitasking and organization Problem-solving Excellent communication
Vendor relations Customer service
Documentation and control Credit and collections
Problem-solving abilities
ADDITIONAL INFORMATION
Certified in First Aid, November 2014
Proficient in Microsoft Word, PowerPoint, Excel, other programs AWARDS
2nd Place, Innovation Award, 2004
Outstanding Achievement in Customer Satisfaction, 2013 Top Performer, Inside Sales Team, 2007
COMMUNITY SERVICE & VOLUNTEER WORK
Volunteer, Habitat for Humanity, 2009
Collection Volunteer, Toys for Tots, March 2007
Set Construction, Greencastle Community Theater, 2004-2011 HOBBIES
Paddle boarding, animal welfare $& Recovery- .
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