Angelica Caballero
Kearny
Summary
Seasoned mortgage operations with 3 years of experience in the lending industry. Proven track record in managing and optimizing all aspects of mortgage operations, from loan processing and underwriting to funding and closing. Excels at developing process improvements that increase efficiency and improve customer satisfaction. Areas of expertise include team management, agile efficiency and all things compliance. Deep knowledge of HUD, Fannie, Freddie guidelines and adherence to all HMDA and SAFE rules for loan consummation. Maintains various production reports and submits to management pertaining to observations and recommendations relating to performance goals.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Asekuro Insurance Company
08.2023 - 11.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Senior Loan Processor
My Mortgage Inc
01.2022 - 07.2023
- Oversaw complete loan mortgage process from origination, underwriting, and funding through regulatory compliance and closure
- Built team and was responsible for motivation, setting goals and career paths for all staff members and providing an environment for success
- Established strong relationships with lenders, title companies, and borrowers for smooth loan transactions.
- Proactively identified potential issues within applications, taking necessary steps to rectify them before submission for approval.
- Managed a high-volume pipeline of loans, consistently meeting deadlines and maintaining accuracy in documentation.
- Streamlined loan processing by implementing efficient workflow systems and task prioritization.
Senior Loan Processor
Nationwide Mortgage Bankers / Americasa Home Loans
01.2020 - 01.2022
- Oversaw complete loan mortgage process from origination, underwriting, and funding through regulatory compliance and closure
- Built team and was responsible for motivation, setting goals and career paths for all staff members and providing an environment for success
- Established strong relationships with lenders, title companies, and borrowers for smooth loan transactions.
- Proactively identified potential issues within applications, taking necessary steps to rectify them before submission for approval.
- Managed a high-volume pipeline of loans, consistently meeting deadlines and maintaining accuracy in documentation.
- Streamlined loan processing by implementing efficient workflow systems and task prioritization.
Operations Manager
Educasa
01.2020 - 01.2022
- Developed programs to help Hispanic demographic take advantage of programs available in the community
- Nurtured partnerships with corporations to create programs aimed at Hispanics and promote DE&I
- Managed groups of over100 volunteer counselors
Contractor Compliance Director
East Coast General Contracting
01.2012 - 01.2020
- Created compliance processes for all contractor partners in accordance with bank and vendor guidelines
- Managed over60 contractor relationships
- Oversaw timeliness and delivery of contracts and repair/maintenance requests
Education
AS Business Administration -
Union County College
01.2014
Skills
- Personal Skills
- Team Work
- Delegation
- Problem Solving
- Time Management
- Agile Management
- Professional Skills
- MS Office
- HUD, Fannie Guidelines
- Underwriting
- Customer service
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Asekuro Insurance Company
08.2023 - 11.2024
Senior Loan Processor
My Mortgage Inc
01.2022 - 07.2023
Senior Loan Processor
Nationwide Mortgage Bankers / Americasa Home Loans
01.2020 - 01.2022
Operations Manager
Educasa
01.2020 - 01.2022
Contractor Compliance Director
East Coast General Contracting
01.2012 - 01.2020
AS Business Administration -
Union County College