Maribel Montes De Oca Urzua
Montebello,CA
Summary
Multi-talented loan processing professional versed in customer service and bank standards. Excellent communicator and decision-maker with a strong eye for detail and a proactive nature. Highly effective at coordinating documents and processes between departments, individuals and government offices. Familiar with verifying tax, credit, employment, loan, personal and residential histories. Hardworking and reliable with strong ability in Excellent Customer Service. Highly organized, proactive and punctual with team-oriented mentality. Multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Junior Loan Processor
Extreme Funding
Pico Rivera, CA
03.2007 - 02.2008
- Reviewed loan applications and supporting documents to ensure accuracy of information.
- Analyzed credit reports and appraisals to determine borrower eligibility.
- Processed loan modifications, renewals, and extensions as requested by customers.
- Assisted in the preparation of loan closing packages for review by senior processors.
- Responded to customer inquiries regarding their loan status or other issues.
- Performed data entry into various systems related to loans processing.
- Maintained accurate records of all loans processed and updated database accordingly.
- Verified accuracy of title insurance documents prior to closing process.
- Ensured that all necessary documentation was received from borrowers prior to loan approval process.
- Prepared detailed reports summarizing the status of each loan in the portfolio.
- Participated in training programs designed to increase knowledge base around mortgage products.
- Reviewed and verified borrowers' income, credit reports and property appraisals to prepare documents for underwriting.
- Put together and executed loan documents.
- Calculated income, assets and liabilities to meet lender requirements.
- Maintained complete confidentiality of submitted information according to release guidelines.
- Created and completed loan submission packages.
- Reviewed initial client documentation to structure and submit loan package.
- Filed completed packages quickly and efficiently.
- Structured loan packages by properly analyzing credit reports, income and asset documents.
- Scanned and uploaded loan and related documents into system.
- Contacted credit bureaus, employers and other sources to check applicants' credit and personal references.
Sales Associate
Adriana's Insurance
Signal Hill, CA
09.2004 - 11.2004
- Greeted customers and provided exceptional customer service.
- Provided accurate information about products, prices and services.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
- Built relationships with customers to encourage repeat business.
- Demonstrated product features and benefits for customers' needs.
- Handled customer complaints in a professional manner.
- Attended weekly team meetings to review performance goals and objectives.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Answered incoming telephone calls to provide store, products and services information.
- Developed trusting relationships with customers by making personal connections.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Greeted customers to determine wants or needs.
- Computed purchases and received and processed cash or credit payment.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Recommended merchandise to customers based on needs and preferences.
Customer Service Representative
TracFone
Miami, FL
06.2002 - 06.2004
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Increased customer satisfaction ratings 80% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Prevented key account losses by researching discrepancies and correcting problems.
Education
Computer Science
Technology Programs
Tijuana,B C. México04-2003
Some College (No Degree) - Private Accounting
Cbtis 19
Colima,MexSkills
- Accuracy and Precision
- Critical thinking abilities
- Dedicated Work Ethic
- Application Process Management
- Customer Service
- Teamwork and Collaboration
- Document Management
- Attention to Detail
- Interpersonal Communication
- Credit Reports
- Title Research
- Escrow Account Management
- Employment Verification
- Application Review
- Reviewing financial paperwork
- Application preparation
- Financial Assessment
- Client Data Gathering
- Document Review
- Data Entry
- Processing documents
- Gathering appraisals
Languages
Spanish
Native/ Bilingual
English
Professional
Timeline
Junior Loan Processor
Extreme Funding
03.2007 - 02.2008
Sales Associate
Adriana's Insurance
09.2004 - 11.2004
Customer Service Representative
TracFone
06.2002 - 06.2004
Computer Science
Technology Programs
Some College (No Degree) - Private Accounting
Cbtis 19