ANDREA HOOKS
Centerville,OH
Summary
Astute and methodical Senior Loan Processor with significant background working with Mortgage customers. Proficient in reviewing extensive applications and supporting documentation. Maintains consistent pipelines and quick turnaround times with skilled handling of each customer's needs.
Overview
16
16
years of professional experience
Work History
Sr. Loan Processor
Discover Home Loans
01.2025 - Current
- Reviewed appraisals and title documents to verify accuracy and completeness.
- Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines.
- Monitored pipelines to track and log status of loans.
- Received and reviewed incoming documents and materials
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Developed and maintained relationships with customers and loan officers to establish smooth loan process.
- Reviewed and validated details of loan applications and closing documentation.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Processed loans within various departments to achieve timely, accurate, and fair proceedings.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Sr. Loan Officer
Discover Home Loans
07.2023 - 01.2025
- Reviewed loan files and updated to match current standards.
- Worked with underwriters to fix application problems and resolve issues.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Fielded customer complaints and provided solutions.
- Proactively identified solutions for customers experiencing credit issues.
- Negotiated loan terms and conditions with customers to secure best deal.
- Assisted customers with completing loan applications and other paperwork.
- Managed approximately 50 calls and emails from customers.
Client Solutions Manager
PNC Financial Services
08.2021 - 06.2023
- Manage team of 20+ employees, overseeing payroll, benefits, and program management.
- Recruit top talent to maximize profitability and support business growth.
- Successfully hired and onboarded 50+ Specialists/Relationship Managers to support PNC-BBVA Merger.
- Facilitate onboarding sessions and provide on-the-job training to enhance employee knowledge and skillset.
- Resolve complex employee issues that impact management and business decisions.
- Analyze client and consumer feedback, adjusting campaigns to achieve desired results.
- Coach employees in successful selling methods and promote cross-selling to drive revenue.
- Conduct team meetings to reinforce goals, objectives, policies, and procedures.
Customer Service Manager
PNC Financial Services
01.2019 - 08.2021
- Managed a team of 18 Customer Service Representatives
- Provided guidance, coaching, and performance evaluations to ensure exceptional service delivery.
- Developed and implemented customer service strategies, policies, and procedures to enhance efficiency, quality, and customer satisfaction.
- Recognize and reward outstanding performance, fostering employee engagement and motivation.
- Conducted performance reviews and provided feedback to each Specialist on performance.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Developed and implemented onboarding and orientation programs for new employees.
Mortgage Manager
PNC Financial Services
08.2015 - 01.2019
- Provided leadership, guidance and direction to a team of Mortgage Servicing Specialists, offering assistance with any need at any time.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Developed and enforced policies and procedures for compliance with company policies.
- Monitored daily performance and provided feedback to each team member.
- Trained and coached team members on best practices for customer service techniques.
- Held performance reviews and compensation discussions
- Interviewed potential candidates and onboarded new hires
- Created rewards and recognition programs for acknowledging employees' achievements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Employee Relations Specialist
Metlife
05.2009 - 07.2015
- Managed and conducted HR investigations for a high-volume portfolio of cases, achieving 20% reduction in case resolution time.
- Partnered with Legal, Compliance, and local HR teams to initiate appropriate investigation procedures
- Led investigation planning, conducted interviews, and provided determinations, resulting in 10% improvement in accuracy and consistency of investigation outcomes.
- Analyzed HR investigations and employee relations data trends, leading to the implementation of proactive measures that mitigated risk
- Acted as inter-divisional subject matter expert (SME), collaborating with HRBPs and cross-functional teams to drive continuous improvement initiatives that resulted in 10% increase in overall employee satisfaction
- Oversaw investigations into discrimination, sexual harassment or other workplace claims.
- Participated in labor-management meetings to discuss labor issues.
Education
Post-Graduate Certificate - Strategic Human Resources Leadership
Cornell University
Ithaca, NY07-2024
Bachelor of Science - Business Administration
Wright State University
Fairborn, OH05.2014
Skills
- Software expertise
- Workflow management
- Advanced retouching
- Data file transferring
- Research expertise
- Strong attention to detail
- Legal compliance
- Employee onboarding
- Employment law
- Recruitment
- Talent management
- Background checks
Accomplishments
2024 Q3 CBO Excellence Award Winner
Timeline
Sr. Loan Processor
Discover Home Loans
01.2025 - Current
Sr. Loan Officer
Discover Home Loans
07.2023 - 01.2025
Client Solutions Manager
PNC Financial Services
08.2021 - 06.2023
Customer Service Manager
PNC Financial Services
01.2019 - 08.2021
Mortgage Manager
PNC Financial Services
08.2015 - 01.2019
Employee Relations Specialist
Metlife
05.2009 - 07.2015
Post-Graduate Certificate - Strategic Human Resources Leadership
Cornell University
Bachelor of Science - Business Administration
Wright State University
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