April Estelle Wilson
North Chesterfield,VA
Summary
Mortgage and loan processing professional with over 20 years of experience in underwriting support, compliance, and customer service. Successfully managed high-volume pipelines while ensuring adherence to federal and state regulations. Transitioned into healthcare support, demonstrating adaptability and strong interpersonal skills in guiding clients through complex financial and health processes.
Overview
1
1
Certification
35
35
years of professional experience
Work History
Dual Trained Customer Service Representative
TDB Communications
09.2024 - Current
- Facilitated resolution of Health Insurance Marketplace and Medicare inquiries through inbound and outbound calls, enhancing customer understanding.
- Provided detailed information regarding health insurance plans, eligibility requirements, enrollment periods, and coverage options.
- Guided consumers through the application and enrollment process while ensuring compliance with federal guidelines and privacy regulations.
- Informed customers about Medicare benefits, prescription coverage, premium payments, and available healthcare resources to empower informed decisions.
- Resolved customer concerns and complaints, escalating complex issues for further resolution to ensure customer satisfaction.
- Maintained professionalism and confidentiality while handling sensitive personal and healthcare information.
- Documented all customer interactions, case notes, and follow-up actions in accordance with company procedures.
- Assisted individuals with troubleshooting online account access and application submission issues.
- Stayed current on policy changes, healthcare regulations, and program updates related to Marketplace and Medicare services.
PCA Caregiver
The Westmont at Short Pump
Glen Allen, VA
10.2022 - 08.2024
- Provide direct care and daily living assistance to residents in a health and rehabilitation setting.
- Provided personal care to residents, assisting with bathing, dressing, grooming, feeding, and mobility to enhance daily comfort and independence.
- Measured and recorded vital signs, including temperature, blood pressure, pulse, and respiration, to ensure residents' health and safety.
- Monitored food and fluid intake/output, reporting concerns to nursing staff to support residents' nutritional and hydration needs.
- Support residents while maintaining dignity, safety, and comfort.
PCA Caregiver
Care Advantage Inc.
North Chesterfield, VA
06.2019 - 06.2022
- Supported clients in personal hygiene, bathing, grooming, and mobility to enhance comfort and dignity.
- Delivered compassionate companionship and daily support to clients in home settings, fostering emotional well-being and social engagement.
- Conducted housekeeping tasks in client homes to maintain a clean environment. including cooking, cleaning, laundry, and errands.
Default & Foreclosure Counselor / Loan Processor
Neighborhood Housing Services of Richmond
Richmond, VA
05.2011 - 04.2016
- Guided borrowers through loan modifications and foreclosure prevention solutions, enhancing their financial stability.
- Facilitated one-on-one counseling sessions, completing HAMP documentation to support borrowers in need.
- Collected financial documentation and coordinated with bankruptcy attorneys, ensuring comprehensive support for clients.
- Managed a pipeline of 25–50 loans and averaged 20–30 loan closings monthly.
- Ensured all files complied with state, federal, and FNMA guidelines.
- Verified various loan-related documents, including VODs, VOEs, VORs, and HOA documentation, to ensure accuracy.
- Reviewed appraisals and title searches for completeness and accuracy.
Loan Processor & Compliance Officer
Trust Mortgage Corporation
Richmond, VA
11.2010 - 03.2011
- Managed pipeline of 25–50 loans, closing 20–40 loans monthly to meet organizational targets.
- Ensured adherence to state, federal, and FNMA guidelines, minimizing compliance risks.
- Reviewed appraisals, title searches, and supporting documentation for accuracy and completeness, facilitating timely loan processing.
- Verified VODs, VOEs, VORs, and HOA information prior to approval.
Loan Processor & Compliance Officer
Neighborhood Housing Services of Richmond / Neighborhood Works Resource Group
Richmond, VA
03.2009 - 08.2009
- Managed loan pipelines of 25–50 files with consistent monthly closings.
- Processed mortgage loan files, ensuring adherence to lending guidelines to mitigate risk.
- Entered loan files into processing system and reviewed supporting documentation for accuracy and completeness.
- Prepared comprehensive credit packages for Henrico County grant programs, facilitating funding approvals.
Loan Processor & Compliance Officer
Buckingham Mortgage Corporation
Vienna, VA
05.2005 - 09.2005
- Reviewed and submitted complete loan packages, ensuring accuracy and compliance for underwriting approval.
- Ensured loan files met all state, federal, and FNMA compliance standards.
- Maintained and processed a pipeline of 25–50 loans, ensuring streamlined workflow and adherence to deadlines.
- Uploaded loan files into lender systems, coordinating closings with title companies and attorneys to facilitate timely transactions.
Jr. Underwriter / Broker Specialist
American Mortgage Network
Richmond, VA
03.2003 - 04.2004
- Reviewed refinance loan submissions to determine borrower eligibility, ensuring compliance with company and Fannie Mae guidelines.
- Ordered appraisals, credit reports, title searches, and mortgage insurance to facilitate loan processing.
- Verified HOA, CO-OP, and employment documentation prior to approval.
- Assisted in preparing loans for closing and final processing, contributing to timely and accurate loan completions.
Loan Processor
NovaStar Home Mortgage Bankers
Richmond, VA
06.2002 - 12.2002
- Oversaw a loan pipeline of 30 to 50 applications, ensuring timely processing and adherence to guidelines.
- Requested and tracked borrower conditions, ensuring compliance for settlement approval.
- Reviewed loan files for completeness and accuracy prior to underwriting.
- Ordered and reviewed appraisals, title work, and mortgage insurance documents to confirm accuracy and completeness.
- Assisted secondary marketing with managing rate locks, relocks, and extensions to facilitate timely processing.
Loan Processor
Excel Mortgage Bankers
Richmond, VA
02.2001 - 04.2002
- Reviewed and submitted FNMA-approved loan submissions, ensuring compliance for final approval.
- Reviewed resubmitted loan conditions and validated underwriting documentation.
- Ordered appraisals, title searches, mortgage insurance, and credit reports.
- Collaborated with account executives to achieve monthly production targets.
- Supported secondary marketing and managed rate lock processes to optimize loan offerings.
Condition Specialist / Broker Service Representative
GreenPoint Mortgage Funding Inc.
Chantilly, VA
04.1995 - 08.2000
- Reviewed broker loan submissions and underwriting approvals to ensure compliance with guidelines.
- Coordinated flood certifications, title searches, appraisals, and mortgage insurance to facilitate timely loan processing.
- Collaborated with account executives to streamline loan processing and achieve team quotas.
- Managed a loan pipeline of 40 to 60 applications, ensuring timely processing.
Underwriter
RFC 125% Equity Guarantee Inc.
Chantilly, VA
01.1992 - 02.1995
- Approved loan submissions, ensuring compliance with RFC and Fannie Mae guidelines.
- Requested additional documentation to facilitate timely final loan approvals.
- Reviewed appraisals, title work, HOA, and CO-OP documentation to ensure accuracy and completeness.
- Entered underwriting data and validated loan information before processing.
- Maintained a 30–50 loan pipeline.
Education
High School Diploma -
John Marshall High School
Richmond, VA06-1989
Skills
- Loan modification
- Federal & State Compliance
- Underwriting Support
- Financial documentation review
- Client counseling
- Health Insurance Support
- Insurance Enrollment Guidance
- Conflict resolution
- Compliance understanding
- Document Management
- Data management
- Problem solving
- Client Engagementhip management
- Customer Issue Resolution
- Customer Interaction Experience
- Account management
- Client Engagement
- Customer service
- Customer Support Interactions
- Team collaboration
- Team development
- Conflict resolution
- Satisfaction measurement
- Empathetic Customer Service
- Active listening
- Professional Communication
- Communication skills
- Attention to detail
- Reading comprehension
- Work Prioritization
- Call Monitoring
- Researching
- Multi-Channel Communication
- Brand advocacy
- Opening and closing accounts
- Complaint tracking
- Typing proficiency
- Email handling
- Microsoft outlook
- Microsoft PowerPoint
- Spreadsheets
- Data security
- Empathetic Customer Service
- Typing proficiency
- Email handling
- Customer service
- Spreadsheets
- Data security
Certification
Notary, Commonwealth Of Virginia, Licensed Notary
Timeline
Dual Trained Customer Service Representative
TDB Communications
09.2024 - Current
PCA Caregiver
The Westmont at Short Pump
10.2022 - 08.2024
PCA Caregiver
Care Advantage Inc.
06.2019 - 06.2022
Default & Foreclosure Counselor / Loan Processor
Neighborhood Housing Services of Richmond
05.2011 - 04.2016
Loan Processor & Compliance Officer
Trust Mortgage Corporation
11.2010 - 03.2011
Loan Processor & Compliance Officer
Neighborhood Housing Services of Richmond / Neighborhood Works Resource Group
03.2009 - 08.2009
Loan Processor & Compliance Officer
Buckingham Mortgage Corporation
05.2005 - 09.2005
Jr. Underwriter / Broker Specialist
American Mortgage Network
03.2003 - 04.2004
Loan Processor
NovaStar Home Mortgage Bankers
06.2002 - 12.2002
Loan Processor
Excel Mortgage Bankers
02.2001 - 04.2002
Condition Specialist / Broker Service Representative
GreenPoint Mortgage Funding Inc.
04.1995 - 08.2000
Underwriter
RFC 125% Equity Guarantee Inc.
01.1992 - 02.1995
High School Diploma -
John Marshall High School