C. Elaine Conner
Houston,TX
Summary
As an experienced manager and team lead, my objectives are to support the functions of business operations by managing staff, ensuring exceptional customer success/ service, as well as hiring and forming a cohesive team that works well with each other and other company staff. I aim to create a positive and productive work environment by communicating with team members, setting clear goals, and monitoring performance. SLA’s are always a top priority, however not negating providing 5-star quality and experience for customer, clients, consumers, and stakeholders.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Sr. Loan Processor
Lennar Mortgage
09.2023 - Current
- Duties simular to those of my last position
Sr. Loan Processor- Assistant Team Lead/ Concierges
Sente Mortgage
03.2020 - 11.2022
- Processed full loan files from begging to end
- Formulated a processing method that would keep new hires a brisk to the inner workings of the loan processing teams as well as helped with getting them organized for daily activities
- Broadened knowledge in Federal and State banking regulations and requirements to effectively review items provided by consumers, in all varying loan types
- Perfected the ability to recognize risks within a loan and or the portfolio and provide insight to Loan Originator and SARs if needed
- Executed the tasks of ordering, verifying, and validating borrower’s assets, collateral, and equity information in a Jr. Underwriting process before moving the file to the Underwriter for review
- Maintained constant review of loans for inconsistencies and discrepancy outlined within the loan package versus the automated approval system; provide insight and solutions for other team members if required through escalations
- Provided support and help within the company on various user systems and helped to resolve loan qualification issues
- Acted as a liaison for inter-department staff and coordinated day-to-day operations for assigned projects/files
- Always kept open lines of communication with all transaction party members by way of phone, chat, virtual meet and email
- Proactively identified potential issues within applications, taking necessary steps to rectify them before submission for approval.
- Managed a high-volume pipeline of loans, consistently meeting deadlines and maintaining accuracy in documentation.
- Streamlined loan processing by implementing efficient workflow systems and task prioritization.
Sr. Loan Processor
Benchmark Mortgage
11.2015 - 03.2020
- Worked with well-known area builders in order to process mortgage loan files for purchase money transactions
- Maintained constant contact with all file parties in order to maintain awareness on all loan file
- Preformed verification of employment, assets, credit, equity, collateral, and OFAC information for all prospective clients
- Ran DU/LP/GUS and utilized the WebLGY system for file acceptance and approval
- Used the CRM system to provide all parties with daily updates and insight on projects, files, and programs
- Routinely provided insight on beneficial products, services, or techniques that would benefit the team with processing their files efficiently and effectively
- Established strong relationships with lenders, title companies, and borrowers for smooth loan transactions.
Manager
Investex Realty
01.2013 - 11.2015
- Took responsibility for recruiting, overseeing daily operations, managing staff, ensuring compliance with banking regulations and requirements/staff training, as well as providing great customer service
- Established key relationships with all business relevant Stakeholders
- Also responsible for identifying trends, developing strategies to improve workflow and performance, and project management
- Lead projects within the proposed budget; routinely review, calculate, and highlight discrepancies within the project to prevent possible frustrations from stakeholders at the end of the project
- Generated and created reports to outline success and failures within areas in a designated department
- Periodically recruited new individual that provided value to the team by way of growth or improvement
- Controlled costs to keep business operating within budget and increase profits.
- Maximized performance by monitoring daily activities and mentoring team members.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Loan Servicing Lead/Customer Service Rep
Cascade Financial Services
11.2011 - 12.2012
- Serviced existing mortgage loans to ensure escrow account information was up to date and accurate for disbursements and account adjustments
- Reviewed & Research of tax and insurance accounts for accuracy
- Communicated with borrowers/ clients regularly to validate and confirm account status
- Enforced strict timelines and regulations established by HUD to ensure efficiency, accuracy, and effectiveness on all property files
- Payments of invoices
- Maintained clear notes and outlines on customer accounts for reference at a later date, if needed
- Top servicer within the company within first year of joining the team, moved to Lead status
Manager
SunStone Mortgage
08.2005 - 06.2008
- Managed a small team of Processors and LO Assistants to ensure efficiency and easy work flow
- Initially trained, and provided up to date insight on policy and procedure changes within the industry for submissions and loan products
- Training also included file setup, processing, and originating workflow
- Shopped loans through various lenders in order to find the most beneficial program for client
- Brokered files
- Processed residential, commercial, and raw land purchases
- Reviewed automated underwriting decisions and pre-qualification guidelines for client approval
- Requested verifications of rental/mortgage history, employment, Insurance, and VOD's for loan files
- Reviewed Title information for accuracy, liens, judgments, and or discrepancies that may prevent a smooth transaction
- Always provided an example of great customer service and communication for a smooth loan process from beginning to end
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Education
Customer Success Certification -
Certified Texas Notary -
Licensed Real Estate Agent -
AAS -
Skills
- Team Management
- Skills Training
- Interviewing/Recruiting
- CRM Knowledgeable
- MS Office and Google Suites
- Zoom Meetings
- Great Oral and Written
- Multi-Tasker
- Self-Starter/ Motivated
- Communication
- Problem-solving
- Critical Thinking
- Organization Skills
- Negotiations/Contract Review and Contract Completion
- Researched, Review, and Analyze Initial and Final Project Performance
- FDIC/AML/OFAC/FTC Act -Trained and Knowledgeable
- Continual Learning
- Strong attention to detail
- Clear communication
- Effective time management
- Fraud detection awareness
- Decision-making confidence
- Documentation review
- Continuing education commitment
- Contract finalization
- Financial document review
- Information verification
- Legal compliance
- Quality control adherence
- Excellent communication
- Critical thinking
Communication Skills
I always ensure that communication is of stellar quality when dealing in a professional environment; whether it is with clients, customers, other team members, or top-level managers/owners.
Leadership Experience
Successfully led a team to exceed sales goals while maintaining excellent customer service. Implemented new techniques, strategies, and styles that improved efficiency and streamlined operations, thus yielding higher and more proficient productivity.
Certification
- Certified Sales Professional (CSP)
- Certified Customer Success Specialist
Timeline
Sr. Loan Processor
Lennar Mortgage
09.2023 - Current
Sr. Loan Processor- Assistant Team Lead/ Concierges
Sente Mortgage
03.2020 - 11.2022
Sr. Loan Processor
Benchmark Mortgage
11.2015 - 03.2020
Manager
Investex Realty
01.2013 - 11.2015
Loan Servicing Lead/Customer Service Rep
Cascade Financial Services
11.2011 - 12.2012
Manager
SunStone Mortgage
08.2005 - 06.2008
Certified Texas Notary -
Licensed Real Estate Agent -
AAS -
Customer Success Certification -
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