Microsoft Office Suite
Ashley Cason
Mortgage Call Center Team Lead
Lewisville,Texas
Summary
A Highly Motivated Professional Strong Leader committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles. Analyzing documentation and data to determine the level of risk involved. Offering excellent time management and interpersonal skills and a desire to work for a financial company.
Overview
10
10
years of professional experience
Work History
Team Lead Mortgage Customer Service Advisor
First United Bank
Plano, TX
05.2022 - 03.2023
- Being a liaison between the customer and departments including Loss Mitigation, Escrow, Foreclosure, Bankruptcy, Insurance, Cashiering, and other operations’ groups as necessary
- Be the primary contact for customers and being team lead to 10 call center representative while providing exceptional customer service and making inbound and outbound calls up to 200 daily
- Ensure all loans 60+ days delinquent, where given options or loss mitigation options to provent foreclosure through loan modifications, repayment plans, short sales, or Deed in Lieu.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Loan Funder
Kubota Tractor Corporation
Grapevine, TX
01.2022 - 04.2022
- Fund retail installment contracts and lease agreements that are fully processed and contact dealers when necessary
- Process Review signed loan documents 40 to 60 substitutions of collateral, retail installment contracts and lease agreements cancellations and CSRs
- Correspond with dealers to request required funding documents or necessary corrections for retail installment contracts and lease agreements that are incorrect or incomplete.
- Recommended loan approvals and denials based on customer loan application reviews.
- Submitted loan applications to underwriter for verification and recommendations.
Mortgage Closer Specialist
Focus Fulfillment
Dallas, TX
11.2020 - 08.2021
- Maintain a high level of customer service, communication, and professionalism with both internal and external parties while following up with Loan Officers and Processors for missing documents.
- Reviewed titles, HUD statements, title commitments, purchase contracts, tax certification, assets and payoff, insurance and flood zone certifications to meet closing standards for each property.
- Preparing closing documents, initial and final CDs for clients which includes balancing the CD and review final closing package and submit wire requests to warehouse banks.
- Maintaining a pipeline of 30 clients within required turn times of 48 hours of submission using Share file and IDS system.
Post Closer
Solidifi Title
Middletown, RI
05.2019 - 10.2020
- Reviews full collateral packages with the original notes according to the Post-Closing Pre-Note-Shipment Audit checklist to verify that they are executed correctly and resolves errors as they occur.
- Communicates with the investors and responds to any questions if they find any errors in to all phone calls and emails within stated SLAs.
- Keep a high level of communication with all clients, borrowers, and third parties involved in closing transactions for region 1 which includes 13 states. Knowledge of guidelines for Conventional, FHA and VA loans.
- Work independently and manages pipeline of 50 to ensure deadlines and production goals are met, cut and processed checks and mailed correspondence.
Caseworker/Paralegal Specialist Teamlead
U.S
Fort Worth, TX
09.2017 - 04.2019
- Assist Attorneys with closing, disbursing of loans, managing loan portfolios of 250 files, reaching out to browsers via email, letter, and phone to request proof of ownership for loan closing and working on special projects as assigned.
- Performs legal reviews of executed documents such as Deeds to property, Trust Agreements Homeowners Insurance, Auto Insurance, Titles, and to ensure they comply with the terms and conditions of the Loan Authorization and Agreement.
- Trained new team members by relaying information on company procedures and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Auditing and reviewing teams case files concerning obligations, loan closings, document preparation, disbursement of disaster loans and other work completed to evaluate the accuracy and completeness of the work performed.
Loan Review Analyst
Amerihome Mortgage
Dallas, TX
09.2016 - 09.2017
- Responsible for the pre-purchase review of a pipeline of 35 Conventional, Non-Conforming, FHA, and VA loan files daily to ensure file contains all required documentation, meets acceptable regulatory standards, and compliance with established guidelines
- Using an inventory checklist to ensure loan files are complete and accurate while verifying accuracy clearing predicates and conditions between LOS and LMS systems
- Accurately reviewing all mortgages loan documents and routing collateral files to UW, Funding, Correspondence, and Conditions.
Processor
Nation Star Mortgage
Irving, TX
08.2013 - 09.2016
- Review and analyze loan application and all supporting documentation, including credit report, income documents, asset documents, property documentation, AUS findings and other documentation specific to the loan submission.
- Manage pipeline to meet established SLA’s and keep Customer and Loan Officer updated on document requests and loan status via email and phone.
- Doing verification of employment, calculating dept to income ratio from 1003 and AUS report, and verifying work history
- Performs administrative duties such as faxing, photocopying, filing and enters data into applicable loan processing systems.
- Run and review Compliance and Fraud engines; follow established procedures to address and/or clear findings, including updating loan and send to UW for review.
Education
Certification - Insurance Adjuster
Texas Department of Insurance
Reciprocal Texas All-Lines Adjuster License 05.2022 - 09.2022
High School Diploma -
Hickman Mills High School
Kansas City, MO 05.2001 -
Skills
Account management
Order fulfillment
Complaint resolution
Service recommendations
Interviews
Legal compliance
Application preparation
Information gathering
Professional telephone demeanor
Interviewing
Appraisals
Information Verification
Data Entry
Organization and Time Management
Teambuilding
Data analysis
Customer support
Verbal and written communication
Call center operations
Problem-solving skills
Documentation and reporting
Proficient in Microsoftword]
Software
Google Suites
Encompass
LOS
LMS
LPS
AS400
ResWare
Snap Docs
MSP
Share file
IDS
Timeline
Certification - Insurance Adjuster
Texas Department of Insurance
05.2022 - 09.2022
Team Lead Mortgage Customer Service Advisor
First United Bank
05.2022 - 03.2023
Loan Funder
Kubota Tractor Corporation
01.2022 - 04.2022
Mortgage Closer Specialist
Focus Fulfillment
11.2020 - 08.2021
Post Closer
Solidifi Title
05.2019 - 10.2020
Caseworker/Paralegal Specialist Teamlead
U.S
09.2017 - 04.2019
Loan Review Analyst
Amerihome Mortgage
09.2016 - 09.2017
Processor
Nation Star Mortgage
08.2013 - 09.2016
High School Diploma -
Hickman Mills High School
05.2001 -