Mortgage Processor and Customer Service Professional

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MELISSA PORRAS

Spring Hill, FL 720-***-****

CUSTOMER SERVICE BANKING MORTGAGE OPERATIONS OFFICE ADMINISTRATION PROFESSIONAL PROFILE

Customer service and financial services professional with over 20 years of experience supporting mortgage operations, banking, loan documentation, and client relationships. Experienced in researching account issues, reviewing financial records, resolving customer concerns, and coordinating with multiple departments. Strong organizational, communication, computer, and problem-solving skills. Seeking to bring extensive customer service and administrative experience to a banking, office, healthcare front desk, or customer support position.

AREAS OF EXPERTISE

Customer Service & Client Support • Banking & Mortgage Operations • Loan Processing Support • Office & Administrative Support • Data Entry & Recordkeeping • Document Review & Verification • Customer Issue Resolution • Confidential Information Handling • Account Research & Problem-Solving • Phone and Email Communication • Microsoft Word & Excel

• Computer and CRM Systems

PROFESSIONAL EXPERIENCE

PENNYMAC LOAN SERVICES

Mortgage Specialist III October 2024 – October 22, 2026

• Assisted customers with mortgage questions and account concerns.

• Researched and resolved customer service issues.

• Reviewed mortgage documentation for accuracy and completeness.

• Coordinated with internal departments to resolve customer needs.

• Maintained accurate records and handled confidential information. ZIONS BANK / VECTRA BANK

Mortgage Operations, Processing & Underwriting Support April 2011 – October 2024

• Supported mortgage operations and loan processing activities.

• Reviewed financial documents and loan information for accuracy.

• Coordinated documentation requests and follow-up.

• Worked with internal departments to resolve processing issues.

• Maintained accurate records and followed company procedures. ADDITIONAL PROFESSIONAL EXPERIENCE

Urban Lending April 2011 – September 2016

Allon Hill September 2010 – April 2011

Wells Fargo September 2009 – September 2010

Aurora Bank / Aurora Loan Services September 2007 – September 2009 EDUCATION

High School Diploma — Gering High School, Gering, Nebraska

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