Calliah Williams
Work Experience
Montgomery,AL
Summary
Results-driven loan officer with expertise in mortgage lending and loan processing coordination. Demonstrated ability to evaluate and process loan applications, analyze resources, and determine applicants' ability to repay loans. Possess strong communication and critical thinking skills, with a proven track record of securing essential documents and identifying deficiencies. Proactively resolved over 3 million applications in compliance with SBA guidelines, exceeding expectations as a top performer. Highly adaptable, detail-oriented, and committed to maintaining confidentiality and statutory compliance.
Overview
5
5
years of professional experience
Work History
Commercial/Personal Loan Signing Agent
Clarity National Loan Signing & Notary Service
01.2024 - Current
- Ensured confidentiality and compliance with industry standards
- Assisted clients in understanding complex financial documents
- Reviewed financial documents including tax returns, bank statements, pay stubs and other applicable documents to verify accuracy of information provided by the borrower
- Met with borrowers to educate on loan process and obtain information for loan applications
- Maintained current knowledge of local and federal laws, regulations and guidelines related to mortgages
- Assisted applicants in completing all necessary paperwork required for the loan process
- Established strong working relationships with external partners such as SBA lenders and private investors
- Maintained current knowledge of applicable laws, regulations, policies, procedures, and trends in the lending industry
- Assembled and compiled insurance forms, loan forms and tax receipts for loan closings
- Enforced corporate policies and procedures in compliance with applicable laws and regulations
- Led the Loan Processing Team in evaluating and making decisions on COVID-19 Economic Injury Disaster Loans (EIDL), COVID Relief, Grants, and Targeted Advances, clearing a backlog of over 3 million applications in accordance with SBA guidelines
- Independently evaluated and processed a new loan portfolio to verify authenticity and accuracy
- Contacted applicants to confirm their personal and business information, ensuring proper documentation was provided
- Provided dedicated customer service via email and phone, discussing the application process, responding to inquiries, and providing clear updates on loan statuses
- Completed credit files before underwriting submission
- Conducted searches using UCC, EIN, and SSN to identify fraud alerts and inconsistencies, protecting the SBA from potential financial losses due to fraud
- Gathered and reviewed over 1,000 legal documents to ensure compliance with SBA contract terms and regulations
- Used established financial procedures to analyze resources and determine applicants' ability to repay loans
- Secured essential documents, including federal tax returns and IRS transcripts, along with any missing or incomplete items needed to process second loan applications
- Utilized multi-system decision-making tools and protocols, such as Dynamics365, Microsoft Word, Excel, and Outlook, LexisNexis, to effectively resolve over 1,000 cases
- Took corrective actions to swiftly address document deficiencies and provided feedback to SBA Loan Officers
- Served as an intermediary with the Department of Homeland Security (FEMA)
- Reported flood hazard determination risks for SBA loans exceeding $4 million in a timely and thorough manner
- Consistently ranked as a top performer during my tenure
- Reviewed records to ensure statutory compliance
- Verified the accuracy of documents and identified deficiencies
- Assisted investigators in reviewing fraud reports and other consumer complaint issues
- Conducted fraud examinations as necessary
- Communicated effectively with industry employees at all levels to convey requirements and results
Customer Service Representative/Grade 10 -Remote
Federal Service Desk-Sam.gov
03.2020 - 12.2022
- Company Overview: Contracted
- Working in a helpdesk environment, using technical skills to resolve end user issues on a first-call resolution basis
- Troubleshooting applications like Microsoft Office, Outlook, Active Directory, and remote access
- Using systems like Sam.gov, CCR/FedReg, ORCA EPLS
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Assisted users with setup and configuration of various operating systems
- Demonstrated excellent problem-solving abilities by quickly identifying root cause of customer's issue
- Provided technical assistance to customers, troubleshooting hardware and software issues via phone and email
- Provided help with government contracts and grants applications
- Contracted
Customer Service Escalation Specialist
ASK Telemarketing
03.2021 - 09.2022
- Resolved customer issues and improved retention rates
- Collaborated with staff to enhance service experience
- Conducted root cause analysis to implement corrective actions
- Demonstrated problem-solving skills to identify root causes of customer complaints and implement solutions accordingly
- Built trust relationships with customers through consistent follow-up communications after resolution of their issue was achieved
- Assisted in training new employees on policies, procedures, and techniques for dealing with difficult or escalated situations
- Implemented strategies for monitoring and measuring success of resolution efforts with customers
- Utilized strong communication skills to effectively communicate with customers, management, and other stakeholders
- Provided exceptional customer service by resolving escalated customer inquiries in a timely manner
- Performed quality assurance checks on all escalated calls prior to closure
- Diagnosed problems with comprehensive analyses of customer challenges
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Provided exceptional customer service to clients in fast-paced call center environment
- Navigated multiple computer systems and applications and utilized search tools to find information
- Made appropriate account corrections to resolve customer problems
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Analyzed and collected customer information to prepare product or service reports
Education
Certified Loan Signing Agent -
Covenant Academy
Montgomery, ALSkills
- Ability to Work in a Team
- Microsoft Office
- Adaptability
- Effective Time Management
- Leadership
- Ability to Multitask
- Fast Learner
- Computer Skills
- Customer Service
- Communication Skills
- Ability to Work Under Pressure
- Loan processing knowledge
- Confidentiality maintenance
- Detail-oriented
- Document preparation
- Strong communication
- Critical thinking
- Terms Definition
- Loan Processing Coordination
- NMLS Registration
- SBA/ USDA Professionalism
- Spreadsheet Management
- Sage 50 US
- Credit History Review
- Creditworthiness Determination
- Tax Liability Calculation
- Pipeline management
- Banking
- Loan Servicing
Timeline
Commercial/Personal Loan Signing Agent
Clarity National Loan Signing & Notary Service
01.2024 - Current
Customer Service Escalation Specialist
ASK Telemarketing
03.2021 - 09.2022
Customer Service Representative/Grade 10 -Remote
Federal Service Desk-Sam.gov
03.2020 - 12.2022
Certified Loan Signing Agent -
Covenant Academy
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