ASHLEY PEHL

• Drove client satisfaction and strengthened relationships through expert communication and efficient resolution of complex application challenges, serving as a trusted point of contact.
• Performed meticulous quality assurance and compliance oversight, conducting financial, credit, and regulatory analysis of all incoming application materials, including assets, appraisals, AVM reports, and title documentation.
• Proactively ensured continuous compliance by regularly reviewing, editing, and updating Standard Operating Procedures (SOPs) to reflect evolving industry regulations and guidelines.
• Applied stringent Fannie Mae/Freddie Mac guidelines to first trust deed mortgages and performed manual underwriting review for second mortgages, ensuring loan quality and adherence to investor requirements.

• Enhanced B2B client satisfaction by promptly resolving account issues and providing exceptional customer service.
• Cultivated and maintained strong business-to-business relationships while managing the collection of unpaid negative reserve balances.
• Collaborated with business partners to resolve outstanding title issues by preparing and executing required documentation to secure interests through state DMVs, U.S. Coast Guard, and/or other applicable state agencies.
• Performed skip-tracing, prepared documentation, and acted as departmental notary.

• Delivered comprehensive customer service, serving as the initial point of contact for clients and effectively resolving inquiries throughout the loan lifecycle.
• Managed a diverse portfolio of mortgage loan applications (FHA, VA, Rural Development, Reverse, Conventional), meticulously preparing them for underwriting by analyzing and verifying borrower income, employment, assets, credit, appraisals, and title.
• Ensured rigorous file compliance with company policies, underwriting guidelines, and HUD regulations.
• Provided essential administrative and front desk support, handling responsibilities such as accounts payable processing and contributing to targeted advertising initiatives.

• Managed a high volume of inbound customer calls (sometimes up to 120 calls per day) within a dynamic call center environment, providing front-line customer service for credit card applications and credit line increase inquiries.
• Conducted thorough account analysis, reviewing income, payment history, banking relationships, and credit reports to determine eligibility, ensuring accurate decisions and quality management in every interaction.
• Answered questions about company offerings with knowledgeable responses about products and services.
• Exceeded monthly sales targets consistently by implementing strategic selling techniques.