Open To Work
Brooke Thomas
Middleburg,US
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Mortgage Advisor - NMLS# 2777670
FREEDOM MORTGAGE
Jacksonville, FL
11.2025 - Current
- Closing Document Excellence: Prepare and audit final loan closing packages, including Closing Disclosures (CD) and settlement statements, ensuring 100% accuracy.
- Compliance & Regulatory Oversight: Ensure strict adherence to federal and state lending regulations (TILA, RESPA, and TRID) and internal company policies to mitigate risk and ensure loan saleability.
- Pipeline Management: Manage a high-volume closing pipeline using Encompass and LOS, consistently meeting strict funding deadlines and month-end targets.
- Financial Balancing: Coordinate with title companies and attorneys to balance final figures and authorize the disbursement of funds and wire transfers.
- Data Integrity: Utilize Salesforce and MS Excel to track client data, monitor market trends, and maintain up-to-date knowledge of changing state mortgage laws.
- Technical Proficiency: Leveraged Encompass, LOS, Salesforce, and MS Office suite to streamline the transition from processing to final funding.
- Analyzed credit reports, income statements, tax returns and other documents to determine the best loan options for customers.
Customer Success Agent
FREEDOM MORTGAGE
Jacksonville, FL
08.2024 - 10.2025
- Customer Engagement & Communication: Manage high-volume inbound and outbound call queues, providing expert assistance to borrowers regarding loan status and complex servicing inquiries.
- Escrow Analysis (EA) Expertise: Conducted in-depth reviews of escrow analysis to explain payment fluctuations (increases/decreases) to customers; verified the accuracy of EA runs to ensure proper impound account management.
- Problem Resolution: Leveraged advanced problem-solving skills to troubleshoot account discrepancies and resolve customer issues promptly, maintaining a 100% response rate within established service level agreements (SLAs).
- Operational Excellence: Demonstrated exceptional time management and multitasking abilities by adhering to strict schedules and meeting all internal and regulatory deadlines.
- Team Collaboration & Compliance: Worked within a dedicated team environment to maintain up-to-date knowledge of industry trends while strictly complying with all company and federal lending policies.
Alternative Medicine Rep
VZL STAFFING, LLC
Orange Park, FL
02.2023 - 08.2024
- Sales Performance: Consistently drove revenue, maintaining a weekly sales average of $20,000+ through expert product knowledge and personalized consultations.
- Inventory & Compliance Management: Executed point-of-sale (POS) transactions and utilized state-monitored inventory systems to ensure 100% accuracy in product tracking and regulatory compliance.
- Logistics & Fulfillment: Orchestrated delivery operations by building optimized driver routes, creating manifests, and auditing delivery orders for accuracy before dispatch.
- Patient Advocacy & Education: Served as a wellness advocate, educating patients on product types, consumption methods, and effects to help them navigate alternative medicine options safely.
- Operational Leadership: Provided daily direction to associates, assigning duties to ensure the sales floor was fully stocked, organized, and compliant with brand standards.
- Quality Assurance: Verified the accuracy of all online and pick-up orders to eliminate errors and ensure a seamless customer experience.
Delivery Driver
UPS
Jacksonville, FL
11.2022 - 01.2023
- Logistics & Fulfillment: Executed the timely delivery of all assigned packages by end-of-day, consistently meeting performance targets and providing backup support to fellow drivers to ensure district-wide completion.
- Safety & Compliance: Maintained a flawless driving record with zero safety violations, operating company vehicles in strict accordance with DOT regulations and UPS safety standards.
- Data Integrity: Managed real-time shipment tracking and delivery documentation using the DIAD (Delivery Information Acquisition Device), ensuring 100% accuracy in digital logs and proof-of-delivery records.
- Operational Efficiency: Streamlined the loading and unloading process to optimize vehicle organization, enabling faster delivery routes and higher stops-per-hour efficiency.
Closer
HOMEPOINT FINANCIAL
Remote, US
09.2020 - 11.2022
- End-to-End Closing Management: Prepared, reviewed, and generated initial and final Closing Disclosures (CD) and loan documents for all loan types, ensuring 100% adherence to client specifications and federal compliance.
- Escrow & Financial Accuracy: Performed complex escrow calculations and audited final figures to ensure total accuracy on CDs before distribution.
- Rush Assignment Specialist: Trusted with a high volume of 'same-day' rush loan assignments, consistently delivering error-free closing packages within aggressive timeframes.
- Issue Resolution & Expediting: Proactively resolved closing discrepancies and implemented system changes to expedite corrected documents, preventing delays in scheduled closings.
- Stakeholder Collaboration: Partnered effectively with Processors to clear pending issues and built strong professional relationships with internal teams and external clients.
- Award-Winning Performance: Honored with the 2022 Stake Culture Award for consistently exceeding high-performance benchmarks and KPIs set by management.
- Quality Control: Maintained top-tier customer service ratings by ensuring a seamless borrower experience and meticulously auditing all documentation prior to funding.
- Funding Oversight: Accurately prepared and transmitted critical funding information to clients to facilitate the timely disbursement of loan proceeds.
Closer
PLAZA HOME MORTGAGE
Remote, US
05.2020 - 09.2020
- Closing Document Production: Prepare, review, and generate comprehensive closing packages for diverse loan types—including Conventional, FHA, VA, and USDA—ensuring 100% adherence to client specifications and federal compliance standards.
- Settlement Statement Auditing: Review and approve Final HUD-1 and Closing Disclosures (CD), performing meticulous escrow and fee calculations to ensure accuracy before final distribution.
- Discrepancy Resolution: Act as the primary liaison between Processors, title companies, and attorneys to resolve complex closing issues, clearing document deficiencies to facilitate scheduled closings.
- Funding Oversight: Accurately prepare and transmit funding information to clients, authorizing the timely disbursement of loan proceeds and wire transfers.
- High-Volume Pipeline Management: Expertly manage a high-volume closing pipeline, specializing in 'same-day' rush assignments while maintaining error-free documentation under aggressive time constraints.
- Regulatory Compliance: Conduct pre-closing audits to ensure strict adherence to TRID, TILA, and RESPA regulations, mitigating risk and ensuring loan saleability in the secondary market.
- System Optimization: Utilize Encompass and other Loan Origination Systems (LOS) to manage loan data, expedite document corrections, and maintain real-time status updates for all stakeholders.
Closer, Closing Coordinator, Funder
DIGITAL RISK, LLC
Jacksonville, FL
06.2015 - 05.2020
- Quality Control Leadership: Provided expert QC reviews for a team of 8 closers, auditing loan files for accuracy and completeness to ensure 100% compliance before submission to external Quality Control.
- TRID & Disclosure Auditing: Conducted rigorous reviews of TRID Closing Disclosures (CD) and ALTA forms; verified that all fees, payoffs, and data points matched title commitments, HOI, taxes, and subordination policies.
- Operational Process Review: Evaluated internal bank processes, including loan approvals, underwriting standards, policy exception reporting, and supervisory loan-to-value (LTV) limits to ensure institutional integrity.
- Financial Integrity: Performed complex escrow calculations and verified the accuracy of ALLL methodology, internal controls, and covenant reporting within the loan files.
- Compliance & Risk Mitigation: Analyzed loan files to determine strict adherence to lender guidelines, federal regulations, and internal loan policies, identifying and reporting adequacy gaps.
- Performance Tracking & Coaching: Managed a formal feedback tracking system to provide closers with actionable data, reducing error rates and streamlining the path to 'Pass' ratings on external QC audits.
- Documentation Verification: Validated the quality and completeness of all supporting loan documentation and analysis, ensuring files were 'audit-ready' at all times.
Education
High School Diploma -
Bishop Kenny High School
Jacksonville03-1999
Skills
- Microsoft Office
- LOANSERV
- Salesforce
- Encompass
- Compliance Ease
- RESPA
- TRID
- TILA
- Client retention strategies
- Complaint handling
- Attention to detail
- Time management
- Goal oriented
- Loan origination
- Teamwork orientation
- Real estate market awareness
Certification
Six Sigma Yellow Belt
Timeline
Mortgage Advisor - NMLS# 2777670
FREEDOM MORTGAGE
11.2025 - Current
Customer Success Agent
FREEDOM MORTGAGE
08.2024 - 10.2025
Alternative Medicine Rep
VZL STAFFING, LLC
02.2023 - 08.2024
Delivery Driver
UPS
11.2022 - 01.2023
Closer
HOMEPOINT FINANCIAL
09.2020 - 11.2022
Closer
PLAZA HOME MORTGAGE
05.2020 - 09.2020
Closer, Closing Coordinator, Funder
DIGITAL RISK, LLC
06.2015 - 05.2020
High School Diploma -
Bishop Kenny High School