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Professional Summary
Client Services Professional with over 10 years of expertise in the financial services industry and a specialty in mortgage lending support. Especially effective at listening to customers needs and finding creative solutions. Excellent in  processing loans from front to back end. Earned a reputation for strong organization skills and ability to thrive in a fast paced environment . Characterized as being self-motivated and a collaborative team member.
  • Strong banking ethics
  • Mortgage Banking
  • Consumer Lending
  • Regulatory Compliant
  • Team Player
  • Superior organizational skills 
  • Excellent work ethic
  • Multitasking
  • Customer Service
  • Problem Solving
Work History
11/2016 to 12/2017
Loan Advisor II Bridgecrest Financial Fort Worth, TX
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Maintained compliance with fair debt practices and regulatory guidelines.
  • Collected on past due accounts with average 30- 180 days  delinquency.
  • Negotiated with accountholders to devise repayment plans and minimize collections receivables.
  • Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
  • Managed delinquency cycle, including past due collection calls, skip tracing, inbound/outbound account holders
07/2015 to 07/2016
Mortgage Consultant DEVAL LLC Irving, TX
  • Handle all FHA , Fannie Mae, Freddie Mac, Conventional  and USDA loans for mortgage  homeowners
  • Interviewed clients to determine current income, expenses, insurance coverage , tax status, financial objectives , and other information needed to develop a financial plan.
  • Received inbound/outbound calls regarding borrowers monthly mortgage payments, escrow modification, or any information pertaining to customers mortgage loan.
  • Process payments, distribute escrow refunds, process payment refunds if needed.
  • Trained and directed new hires during department orientation.
  • Maintained friendly and professional customer interactions.
  • Executed wire transfers, stop payments and account transfers.
  • Recommended loan approvals and denials based on customers loan application reviews. 
  • Submitted loan applications to the underwriter for verification and recommendations.
  • Assisted customers with financial options to help prevent foreclosure and decrease loss.
03/2008 to 10/2014
Mortgage Processor JP Morgan Chase Lewisville, TX
  • Responsible for processing bank and government owned homes in foreclosure, ensuring all firm policies and regulatory requirements were consistently followed.
  • Built relationships with realtors, attorneys and title companies to expedite ,negotiate and close short sales.
  • Negotiate closing cost , acceptable short sale amounts, and percentages that enhanced the banks Gain and Loss.
  • Analyzed loan documents including appraisals, title commitments and disclosure to discern if properties were part of Home Owner  Association or subject to liens and judgements.
  • Reviewed files to ensure 100% accuracy before submitting loans.
  • Facilitated mortgage delinquency resolutions through final liquidations.
  • Perfected documents for short sale underwriting and modifications.
  • Managed pipeline of 80-100 loans per day.
  • Uploaded documents after ensuring complying accuracy and timeliness into the Equator system
  • Rapidly gained experience complying with Home Affordable Alternatives and assisted others in learning FHA, Fannie Mae, policies and procedures
02/2004 to 09/2007
Customer Service Associate Citigroup Irving, TX
  • Answered inbound calls, responded to inquiries and directed clients to specialist areas.
  • Resolved customer complaints and request for refunds , exchanges and adjustments.
  • Recognized for achieving high standard of excellence in servicing calls and developing sales opportunities.
  • Notified customers via outbound calls when service was completed and accepted payments.
  • Consistently achieved individually assigned sales goals and assisted in department achieving profitability growth.
  • Selected to handle a variety of inbound customer service task and assisted in new hire training.
High School Diploma:
Theresa B Lee Academy - Fort Worth, TX
Additional Information
Technology Skills Include: Microsoft Word, Excel, MSP system, Lenderlive, Fortracs, Equator
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Experienced Loan Processing Manager professional with strong leadership and relationship-building skills.
  • Quality Assurance Management
  • Corrective/Preventative Management
  • Customer Service focus
  • Excellent Communicator
  • Reliable
  • Detail-oriented
Verification Manager Jan 2015 to Mar 2017
Digital Risk Lake Mary, FL

Managed team of 120+ Forensic Processing staff team members, including payroll, incentives, production metrics and quality control. 

Verifications Team Lead Jun 2012 to Jan 2015
Digital Risk Lake Mary, Fl Managed Processing staff of 20+ team members. Trained new hires, monitored production and quality, approved timecards. Completed quality control reviews of completed files identifying areas of improvement.  Partnered with Underwriting leadership to identify areas of efficiencies. Completed one on one shadowing sessions for low performers to assist in development.
Verification Anaylst Jan 2009 to Jun 2012
Digital Risk Maitland , Fl Audit reviews of post-closing loan files to validate all documents within the file including employment, assets, credit reference letters, CPA/Tax documents. Management of loan queue to ensure timely completion of files for Underwriting staff.
Mortgage Processor May 2006 to Dec 2008
New Century Mortgage Maitland, FL Completed phone interviews with borrowers to obtain information needed to complete the 1003/loan application. Collected all income, asset documents needed to UW the file.  Ordered appraisal, title and survey if needed. Worked closely with Underwriters to clear all conditions to close and fund the loan.
Education and Training
High School Diploma, Basic Studies 1997 Seminole Community College Sanford, Fl, US
Certificate in Processing, Mortgage Loan Processing 2003 Kambuck School of Processing Maitland, FL, US
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Organized Mortgage Processor who effectively identifies and resolves complex financial issues.Thrives in fast-paced and ever-changing business environments. Knowledgeable and innovative finance, sales and marketing professional whose success is based on integrity, exceptional customer service, efficiency and ambition. Self-motivated professional highly proficient in developing creative solutions and implementing objective decision making. Maintains positive attitude and works hard to build team relationships.  who effectively identifies and resolves complex financial issues.Thrives in fast-paced and ever-changing business environments.
  • Customer service-focused
Mortgage Processor
March 2015 to Current
Amerisave Mortgage Charlotte , NC Enter details about what you did in your previous jobs. Start with your responsibilities, but also include results and achievements.
See Examples
Team Lead; Mortgage Processor
September 2008 to February 2014
ISGN Processing Center Rocky Hill , CT
Adhered to all federal and state compliance guidelines relative to retail mortgage lending. Performed daily maintenance of the loan applicant database.
High School Diploma : Business, 1968 East Haven High School East Haven, CT, USA
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Professional Summary
Detailed oriented, quality focused professional with successful track record of solving problems. Strong knowledge of regulatory compliance including HIPPA and CMS regulations. Well versed in claims processing and third-party claims submission. Proven ability to work  with families in high pressure situations. 
  • ICD-9, ICD-10, CPT-4, HCPCS, CMS-1500
  • UB-04 Claim Forms
  • Billing and CMS Reimbursement
  • EHR
  • Medical Terminology
  • HIPPA Compliance
  • CMS Regulations
  • Anatomy and Physiology and Disease
  • Law and Ethics
  • Detailed oriented and organizational skills
  • Hands on and problem solving
  • Multi-tasking, math aptitude
  • Excellent interpersonal skills
  • Excellent oral and written communication
  • Professional demeanor
  • Strong team member
  • Adaptable work environment
  • Responsible, reliable and trustworthy
  • Maintain Confidentiality
Diploma: Medical Coding and Billing 2015 Ridley-Lowell Business & Technical Institute - Poughkeepsie, NY Medical Coding and Billing 
Mortgage Loan Processor 10/2011 to 06/2013
Homestead Funding Corporation Wappingers Falls, NY
  • Process FHA, VA, Sonyma and Construction loans
  • Process from opening to final stage of the closing
Mortgage Loan Processor 06/2009 to 09/2011
Bank of America Home Loans/Temporary Agency Danbury, CT
Reverse Mortgage Processor 11/2005 to 03/2008
Everbank Reverse Mortgage LLC Metlife Newburgh, NY
  • Process Reverse Mortgage applications, reviewed title report and trained other employees.
Senior Mortgage Processor 06/2004 to 10/2005
Countrywide Home Loans Newburgh, NY
  • Process Conventional Loans, Home Equities and Jumbo Loans.
Mortgage Loan Processor 03/2001 to 03/2004
CitiMortgage, Incorporated Lagrangeville, NY
  • Process Conventional Loans using DU, clearing own conditions.
Microsoft Word, Excel, Powerpoint, LinkedIn and Facebook. AAPC.

Jobs Waiting Program. Selected as a participant in the Jobs Waiting Program, which is a nationally recognized career development imitative for individuals in the health care industry. Medical Field, Poughkeepsie, New York. February 2016? to March 2016.

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Dependable Medical Receptionist with 3+ years track record of success in medical records management. Focused on delivering exceptional results through strong time management, communication and team work abilities.
  • Excellent interpersonal and coaching skills
  • Proficient communicator
  • Motivated
  • Conscientious  
  • Background checks
  • Strong organizational skills
  • Energetic work attitude
  • Telephone inquiries specialist
HR Corporate Recuiter Nov 2013 to Dec 2015
Select Management Resources Alpharetta, GA
  • Worked with HR advisers and HR representatives on establishing consistent hiring practices.
  • Guided clients on how to conduct background checks and verify references.
  • Recruited and interviewed applicants for local and national companies.
  • Identified staff vacancies and recruited, interviewed and selected applicants.
Administrative Assistant May 2011 to Jan 2013
Atlanta Falcons Physical Therapy Atlanta, GA
  • Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
  • Designed electronic file systems and maintained electronic and paper files.
  • Organized files, developed spreadsheets, faxed reports and scanned documents.
  • Cooperated with Medicare, Medicaid and private insurance providers to resolve billing issues.
Senior Mortgage Processor Jan 2006 to Oct 2010
Goldstar Mortgage Woodstock, GA
  • Actively follow-up with prospects and hot leads.
  • Communicated with owners regarding home and loan status.
  • Followed up with prospects throughout the sales process.
  • Created and maintained a large client base by meeting needs and providing exceptional customer service.
  • Adhered to all federal and state compliance guidelines relative to retail mortgage lending.
  • Executed the loan origination process, including ordering credit reports, appraisals and preliminary title reports.
High School Diploma, General 2000 Adairsville High School