Lilian Flores
Austin,TX
Summary
Dedicated Professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Production Partner
Mutual of Omaha Mortgage
Georgetown, TX
09.2019 - Current
- Implemented updated operating procedures for managing loan pipeline to increase productivity and efficiency.
- Working with Loan Officers and Loan Processors to ensure files are getting escalated as needed and processed in at timely fashion.
- Managed a p
Customer Service Representative
New American Funding
Austin, TX
11.2018 - 02.2019
- Prioritized email and other borrower correspondence as well as inquiries, complaints and disputes within guidelines established by the CFPB.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responsible for inbound and outbound calls regarding mortgage questions involving taxes, hazard insurance, escrow analysis, mortgage payments, principal curtailments, document copies, account balances, verification of mortgage, year-end tax information, methods of payment and payoffs.
Customer Care Concierge
360 Mortgage Group
Round Rock, TX
05.2017 - 08.2018
- Assisted Mortgage holders in identifying the most suitable loss mitigation options based on their financial situation.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
Underwriter/Processor
Motolease Financial
Los Angeles, CA
05.2013 - 12.2016
- Evaluated debt ratio, loan-to-value ratios, credit scores property valuations and various other factors when making underwriting decisions.
- Monitored underwriting teams performance and provided mentoring to achieve personal and department production goals.
Asset Manager
Nationstar Mortgage
Coppell, TX
06.2010 - 12.2012
- Monitored litigation, foreclosure and portfolio liquidation proceedings to deliver maximum ROI to investors.
- Evaluated appraisals, broker opinions and current market data to derive internal valuations and implement property strategies from pre-foreclosure through sale of asset.
Education
Bachelor of Arts - Interdisciplinary Studies
Emphasis in Psychology and Management
Skills
- Teamwork and Collaboration
- Self-Motivated
- Portfolio Management
- Attention to Detail
- Problem-Solving
- Planning and Coordination
- Verbal and Written Communication
Accomplishments
- Licensed Mortgage Loan Originator, NMLS ID 1941669
Certification
- PMP certificate (In progress)
- NMLS ID # 1941669
Timeline
Production Partner - Mutual of Omaha Mortgage
09.2019 - Current
Customer Service Representative - New American Funding
11.2018 - 02.2019
Customer Care Concierge - 360 Mortgage Group
05.2017 - 08.2018
Underwriter/Processor - Motolease Financial
05.2013 - 12.2016
Asset Manager - Nationstar Mortgage
06.2010 - 12.2012
The University of Texas At Arlington - Bachelor of Arts, Interdisciplinary Studies