Carolyne Ferdinand
New York,NY
Summary
Experienced in banking and finance with a strong background in problem-solving, data analysis, and customer service. Quickly adapt to new technologies and processes for consistent success. Proven track record in managing multiple projects and developing innovative solutions. Excel in processing loan packages and fostering strong relationships between customers and financial institutions. Expertise in leveraging advanced software for enhanced task efficiency and precise results. Renowned for exceptional organizational, communication, and problem-solving skills. Maintain a high level of professionalism while dedicated to supporting team and organizational goals.
Overview
12
12
years of professional experience
Work History
Communication Escalation Analyst
Wells Fargo Home Mortgage
07.2020 - 10.2022
- Collaborated with internal partners to deliver exceptional client experiences and drive business growth.
- Provided technical support for customers in resolving complex issues.
- Managed and coordinated prompt assembly of client documents, with consistent follow-ups to ensure completion.
- Assisted in developing strategies to increase customer satisfaction levels.
- Built and maintained strong relationships with high-value clients, understanding their financial needs and delivering tailored solutions.
- Researched and analyzed customer feedback to identify areas of improvement.
- Maintained high performance levels by consistently addressing exceptions within designated time limit.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Senior Loan Processor
Wells Fargo Home Mortgage
02.2013 - 07.2020
- Reviewed and evaluated loan applications to ensure accuracy, completeness, and compliance with state and federal regulations
- Processed loan documents promptly to meet closing deadlines.
- Monitored loan progress throughout all stages of origination, from pre-qualification to post-closing activities.
- Responded promptly to customer inquiries regarding their loan status and requirements.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Provided quick turnaround times to maintain fast-past schedule.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Evaluated client activities and collaborated with bankers to assess continuity of relationships with specific entities.
Senior Loan Processor
J.P Morgan Chase
09.2010 - 02.2013
- Analyzed income documentation such as pay stubs, W2s, tax returns, and bank statements to assess borrower's loan repayment capacity
- Utilized loan origination software to process and track loan applications.
- Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues
- Organized loan files, updated databases, prepared general correspondence and communicated with stakeholders
- Coordinated with underwriters to resolve mortgage application issues and obtain necessary documentation
- Prepared detailed reports of all financial transactions associated with each loan application.
- Successfully handled multi-million-dollar high-risk loan applications while maintaining adherence to organizational standards and guidelines.
- Consulted with outside vendors to identify and resolve loan closing issues.
Skills
- Office Management
- Customer Service
- Reliability
- Employment Verification
- Processing documents
- Financial Analysis
- Organization and Time Management
- Attention to Detail
- Policy Adherence
- Interpersonal Communication
- Dedicated Work Ethic
- Quality Assurance
- Resource Allocation
- Customer Relations
- Proficient in Microsoft
- Team building
- Problem-solving abilities
- Analytical Thinking
References
References available upon request.
Timeline
Communication Escalation Analyst
Wells Fargo Home Mortgage
07.2020 - 10.2022
Senior Loan Processor
Wells Fargo Home Mortgage
02.2013 - 07.2020
Senior Loan Processor
J.P Morgan Chase
09.2010 - 02.2013
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