Experience

South River Mortgage
• United States
• Financial Services
• 1 - 100 Employee
• Closer

  • Jun 2023 - Present


American Advisors Group

• United States
• Financial Services
• 400 - 500 Employee

• Closing Team Lead

  • Sep 2019 - Oct 2022

  • Facilitated weekly meetings regarding pipeline and productivity with closing team and operations leadership • Supervised closers to ensure production goals are met and closed within SLA • Conduct department self-audits as deemed necessary • Reviewed POA and Trust documents • Back-up for closers (volume, unexpected absence, overflow, etc.) • Successfully closed more than 90 loans monthly as closer • Monitored and ran multiple reports daily sent to executive leadership • Advised Closing team on up-to-date changes to policies and procedures • Researched and resolved mortgage issues and escalations • Coached and developed closers empowering them to grow in their roles • Successfully assisted with interviewing and hiring new employees • Subject matter expert in loan product and process. • Resource to team members on escalated issue and provided guidance • Created PowerPoint resource guides to assist with FAQ’s • Communicate with Loan Officers, Processors, Escrow Officers and Settlement Agents to keep them updated throughout the closing process and close loans in a timely manner. • Review title report for liens and judgments to be paid at closing, HUD-1 settlement statements and conditions to ensure sign off prior to closing. • Draw mortgage closing documents for wet and dry state loans. • Worked closely with processing team to ensure all required documents were received prior to closing. • Assisted with interviewing and onboarding new employees Show less



DHI Mortgage

• United States
• Financial Services
• 700 & Above Employee

• Closing Supervisor

  • Nov 2017 - Sep 2019

  • Assist with onboarding and training new employees as needed • Assist with test case reviews prior to releasing new employees to their own pipeline as needed • Post-Close employee loans as needed • Manage Files Not Shipped to PC report daily • Monitor the banking and servicing to ensure that it is being completed promptly once closing packages are received from title • Monitor the Loan Approval Conditions report for open underwriting conditions • Monitor the Closing Scorecard to ensure that we are working to achieve an A monthly • Support Assistant Closing Manager to make sure loans are shipped accurately and in a timely manner • Assign files to CDRS team members to ensure priority loans are completed timely • Work with Assistant Closing Manager on pipeline management • Work with Assistant Closing Manager with tracking and follow-up of outstanding post-closing and suspense/insuring issues • Conduct department self-audits as deemed necessary • Back-up for CDRS (volume, unexpected absence, overflow, etc.) • Bond Specialist training and assisting CDRS on the nuances of each bond program • MCC Specialist training, assisting, and ensuring the certificate is issued Show less



Assurant Field Services

• United States
• Real Estate

• Operations Analyst

  • Sep 2013 - Feb 2017

  • Analyzed both structured and unstructured customer survey data to call out drivers of customer concerns • Ability to data mine, extrapolate data, and used independent judgment to find correlation of data, document findings, and create corresponding reports, graph/charts, and other visual aids. • Acquired data across multiple sites and assembled the data into client-facing reports and presentations. • Manage client escalations that include conducting root cause analysis, remediation strategies and • Assisted with internal and client initiatives to drive associate engagement across multiple sites. • Performed ad-hoc data analysis as required by the business problem. • Assisted with facilitation and training of new hires and associate cross-training. • Juggled various projects and met deadlines, with the capacity to prioritize as appropriate Show less



OneWest Bank

• United States
• Banking
• 500 - 600 Employee

• Loan Counselor

  • Nov 2012 - Aug 2013

  • Data entry. • Tracking Documents. • Working daily in MSP desktop • Making sure all documents were on standardized templates for all departments. • Services the production of in-bound and out-bound documents. • Reviewing Modification, Short-Sale and Deed-in-Lieu Documents • Responsible for effectively managing delinquent and current mortgage accounts • Resolved customer delinquency by utilizing the most cost effective collections techniques • Responsible for prompt and accurate response to customer’s mortgage servicing questions and concerns • Performed quality control checks on data entry, detecting and correcting basic error conditions on loan applications Show less



Field Asset Services

• United States
• Real Estate

• Default Servvice Specialist

  • Sep 2010 - Oct 2012

  • Gathered and tracked information and troubleshot client/customer inquiries and issues • Performed quality control checks on data entry, detecting and correcting basic error conditions on invoices and business applications • Relay accurate and detailed information through inbound and outbound calls from customers that pertain to Hazard Insurance, Mortgage Banking and Property Loss. • Answering inbound calls efficiently and effectively while maintaining company standards • Ability to recognize when to transfer a call to another agent, supervisor, or department for further negotiation or work • Making sure all documents were on standardized templates for all departments. Show less



Sears Holdings Corporation

• Customer Retention Associate

  • Aug 2008 - Sep 2010

  • Single point of contact for customer inquiries and escalations • Process inbound/outbound calls to ensure same day resolution for any issues • Advising customer’s new events and incentives • Providing great customer service • Data Entry • Answering inbound calls efficiently and effectively while maintaining company standards • Ability to recognize when to transfer a call to another agent, supervisor, or department for further negotiation or work • Single point of contact for customer inquiries and escalations • Process inbound/outbound calls to ensure same day resolution for any issues • Advising customer’s new events and incentives • Providing great customer service • Data Entry • Answering inbound calls efficiently and effectively while maintaining company standards • Ability to recognize when to transfer a call to another agent, supervisor, or department for further negotiation or work