SUMMARY

I\'m a motivated self-starter looking for an opportunity within a company where I can complement my skills and contribute in the most effective manner. With a strong initiative, ability to make decisions effectively and independently. Values offered:

• Experience processing Wholesale loans (i.e. FHA, VA, Purchases, Refinances / A&B paper)
• Energetic, motivated and dedicated
• Expertise in customer service, phone calls
• Computer Skills (MS Office, Internet, AS400)
• Time- Management abilities
• Works well individually and in teams
• Good ability to multi- task
• Mature and ambitious
• Organize and interpret data

EDUCATION

Major: General Studies, Associate Degree
High School Diploma

WORK EXPERIENCE

Confidential, November 2011- June 2012
Loan Support Tech

• Answer telephone calls from customers regarding issues with using their Point software to process loans
• Resolves customer issues relating to processing loans in Point software via telephone, email, or Desktop Streaming, applying company policies/procedures and using best practices
• Responds to customer inquiries via e-mail when assigned by the Processing and WebCaster Supervisor or Technical Support Manager
• Uses resources such as Point User Guide, Tech Tips, Help Files in Point, CSG Intranet, CSG Knowledge Base and others to determine appropriate actions and implement solutions based on defined procedures and best practices.
• Performs other duties as required by the Processing and WebCaster Supervisor and/or Technical Support Manager

Confidential,Houston, TX May 2009 - June 2011
Mortgage Loan Processor I

• Prepared daily reports and loan status
• Analyzed credit reports
• Responsible for maintaining a good relationship with customers
• Process and prepare for closing retail/wholesale mortgage loans (FHA/VA and conventional, purchase and refinance) under various loan programs in accordance with policies & procedures
• Analyzed financial statements and loan applications
• Responsible for maintaining loan portfolio and urgent loans were also approved
• Looked after queries and problem of customer regarding loans
• Review and pre- underwrite credit and income documents
• Review and verify loan information has been entered correctly
• Verify that all required documents are received from the borrower, and are acceptable at least one week prior to closing
• Confirm whether additional documentation is required, that it is received and acceptable prior to submission
• Ensure Encompass is updated throughout the loan process
• Contact clients tor review closing figures prior to submission
• Coordinate all aspects of submission to underwriting, documentation requests and satisfaction of closing/funding conditions
• Review pre- audit HUD1 To ensure accuracy
• Work with Loan Officer and title companies to resolve any discrepancies prior to closing
• Provide information necessary to the Accounting Department including Encompass loan number, fees collected in advance, etc.
• Routinely review and update pipeline reports with Loan Officers to ensure accuracy
• Assist Loan Offices as needed

Confidential,Irving, TX September 2005 - March 2009
Agreement Auditor (June 2007 – March 2009)

• Complete commission reports according to set monthly deadline and submitted to Supervisor
• Cooperatively interact with other auditors in collecting analyzing information
• Manage weekly and monthly Pull Files, distributing to gyms and corporate staff, clarifying needs as requested
• Rectify pulled/incomplete previously received agreements with corrections sent from gym locations
• Coordinate the distribution of fitness consultant commission based on the quality and quantity of received customer agreement contracts
• Report fitness consultant commission approval after processing commissions, formatting and submitting payroll files to supervisor
• Respond to internal and external audit request
• Research assigned region’s compliance issues
• Recommend policy and procedure to changes to supervisor for implementation
• Maintain status of agreement audits in progress
• Perform other duties as directed by Agreement Auditing Supervisor
• Maintain status of agreement audits in progress

Customer Care Rep II (September 2005- June 2007)

• Acts as primary liaison with customer in solving problems related to any gym issues or billing inquires
• Communicates clearly and professionally with the customer by telephone and/or written correspondence
• Directs customer calls to the correct person at all locations
• Participates in and maintains a quality service culture within the Customer Service Team
• Processes escalated calls within the guidelines and timelines as established in the client customer service instructions
• Processed payments and daily reconciliation on accounts

Confidential,Euless, TX July 2001 – August 2005
Team Lead (October 2002- August 2005)

• Motivate, coach and develop designated team members
• Established goals and monitored conversations to assure service commitments were met
• Prepared meeting agendas
• Delegated team tasks as needed
• Facilitate ongoing self-evaluation of the team’s effectiveness
• Liaison between supervisor and team members
• Counsel consumers on maintaining a current status on their account
• Establish alternative payment plan or other process for payment of delinquent accounts
• Follows up with customers on established payment plans
• Review open accounts 0-30 days and make decisions on pending requests, closing accounts and other deferments
• Prepares appropriate documents for management review on a daily basis

Customer Service Representative (July 2001- October 2002)

• Maintain a good relationship with customers by responding to all inquiries and complaints concerning work orders, invoices & shipments in a courteous and efficient manner
• Effectively resolved problems related to customers requests
• Processed payments over the phone
• Handled return goods and authorization process according to procedures and assure proper credit is given to the customer
• Processed and input all customer orders over the phone
• Interfaced with customers on phones and answered questions regarding product pricing, delivery dates & product availability
• Furnish shipping and tracing information to customers as required, maintain damage records & back-order logs
• Logged all completed orders into database for tracking and reporting purposes