Customer Service & Compliance Specialist

Lydia Johnson

Email: *********@*****.***

Ph:562-***-****

Qualification Summary:

• Highly motivated team player

•Talent for identifying customer needs

•Proactive in searching best solutions to deliver excellent customer service

•Demonstrated ability to gain customer trust

•Generated repeat and referral business

•Proficient with Microsoft Office (including Microsoft Word, Excel and Outlook)

•Proficient with Compliances: RESPA / TRID / FHMA/ VA / FHA / Jumbo

•Document Imaging

Professional Experience:

SLS Campaigns- Sacramento, CA

September 2022 – November 2024

Customer Service Representative

●In conjunction with The California Department of Public Health following up with patients in regard to acquiring their Covid -19 Vaccinations well as Booster injections. Setting appointments, providing information, referrals and website instruction.

Uber / Lyft- Driver

December 2018 – January 2020

Bank of the West, City of Industry, CA -Loan Servicing Insurance Specialist

(August 2018- December 2018)

●Researching Lines of Insurance, both Commercial and Homeowners for adequacy.

●Contacted Insurance Agencies, Relationship Managers, and Funders to obtain Proof of Insurance

●Created and Satisfied Excel Spreadsheet Reports for Upper Management

●Provided Excellent Customer Service

East West Bank, El Monte, CA – Loan Investigator

(May 2017 – February 2018)

Responsibilities and Duties:

●Researching Lines of Insurance, both Commercial and Homeowners for adequacy.

●Contacted Insurance Agencies, Relationship Managers, and Funders to obtain Proof of Insurance

●Created and Satisfied Excel Spreadsheet Reports for Upper Management

●Provided Excellent Customer Service

Motolease, LLC, Westwood, CA – Underwriter

(September 2015 – March 2016)

•• Responsibilities and Duties:

•- Analyzing income, determining eligibility and contacting required third parties. Additionally, required to contact dealers to discuss declined applications and restructures of loan products.

Urban Lending Solutions / BANK OF AMERICA CONTRACTOR, WESTLAKE VILLAGE, CA - HOME SERVICES SPECIALIST II

(FEBRUARY 2015 – AUGUST 2015)

•• Responsibilities and Duties:

•- Reviewing all income documentation, paying particular attention to the clients’ financial trends and confirming accuracy of the risk ratings.

•Calculating mortgage insurance, taxes and income, and ordering subordination requests for current HELOC’s, open title and escrow.

Providing strong communication skills and analytical skills in regard to credit management for products such as FHA, Conventional, VA, Jumbo, MHA and all applicable HARP Products.

•Analyzing all preliminary title reports to comply with Underwriting guidelines.

•Working closely with Title / Escrow companies and assisting borrowers with clearing any liens on title.

•Managing my pipeline daily by staying completely organized.

•Working directly with borrowers as well as Loan Officers by keeping all interested parties informed of the loan status and progression.

RIGHT START MORTGAGE PASADENA, CA – CREDIT ANALYST/LOAN PROCESSOR

(MAY 2013 - SEPTEMBER 2013)

•• Responsibilities and Duties:

• Analyzing prospective borrower eligibility per desired loan product, communicating with Underwriting in regard to conditions required by borrower, initiating contact with all interested parties, and updating progress of loan application.

• Requesting required documentation and processed application in a timely and effective manner.

•Completed ACH and GL Transactions

•Complied with Capital Marketing Compliances, as well as Regulations.

GMAC/ ALLY BANK, BURBANK, CA - MORTGAGE LOAN PROCESSOR

(JULY 2012- APRIL 2013)

•• Responsibilities and Duties:

• Reviewing all income documentation, paying particular attention to the clients’ financial trends and confirming accuracy of the risk ratings.

• Calculating mortgage insurance, taxes and income, along with ordering subordination requests for current HELOC’s and opening title and escrow.

• Providing strong communication skills and analytical skills in regard to credit management for products such as FHA, Conventional, VA, Jumbo, MHA and all applicable HARP Products.

- Analyzing all preliminary title reports to comply with Underwriting guidelines, working closely with Title and Escrow companies, assisting borrowers with clearing any liens on title.

- Managing my pipeline daily by staying completely organized, and working directly with borrowers as well as Loan Officers by keeping all interested parties informed of the loan status and progression.

Completed ACH and GL Transactions

Complied with Capital Marketing Compliances, as well as Regulations.

COMMERCIAL LOAN CONSULTANTS, 5400 WILSHIRE, BLVD. LOS ANGELES, CA 90016 - LOAN MODIFICATION PROCESSOR/ CREDIT ANALYST

(SEPTEMBER 2010 – JUNE 2012)

•• Responsibilities and Duties:

•- Processing MHA (Making Home Affordable) Loan Modifications.

•- Determining LTV, Dti, as well as analyzing tax returns for eligibility.

•- Following up with borrowers to provide required documentation.

•- Delivering excellent customer service as well referral business.

PROSPECT MORTGAGE, SHERMAN OAKS, CA - APPRAISAL COORDINATOR

(AUGUST 2009- APRIL 2010)

•• Responsibilities and Duties:

•- Coordinating and assisting in the engagement of real estate appraisals, (Residential and Commercial) and their distribution.

•- Maintaining appraisal job files, logs, schedules and following up on orders.

•- Ordering revisions, reviewing appraisal for quality control and submitting appraisal to loan officers.

•- Assisting in the communication of timely, cost effective appraisal engagements and completing appraisal reviews to the lending staff.

Wachovia,FSB ( Contract,Aerotek), Charlotte,NC- Call Center Representative

( May 2008 - July 2009)

Responsible for responding to incoming Customer Service inquiries, in regard to Financing. Contacted Third Party vendors, and following up with exceptional Customer Service,as well as, Professionalism.

ELITE MORTGAGE, PASADENA, CA - MORTGAGE LOAN PROCESSOR

(JANUARY 2000 – APRIL 2008)

•• Responsibilities and Duties:

•- Entering, verifying, compiling, and imputing financial data on an origination system.

•- Assisting prospective borrowers and lenders in verifying application data, including but not limited to, the amount and type of mortgage.

•- Communicating with credit bureaus, contacting the borrowers and employer, and establishing relationships with real estate companies and the seller/borrower to get an appraisal of the subject property.

•- Issuing flood certificates, verifying HOI, WVOE, ordering title, setting up escrow accounts, and ordering surveys as well as abstracts.

•- Responding to inquiries and complaints in a professional, effective manner.

Education and Training:

- HS Diploma, Langston Hughes Academy, Inglewood, CA

- Santa Monica College, Santa Monica, CA (Some Course Work Completed)

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