Hi, I’m
Charlene Avery
Covington,GA
Summary
Knowledgeable in all mortgage products. Able to work under pressure and met all contract deadlines.
Knowledgeable in DPA
Work well with multiple Loan Officer in different states. Taking loans from submission to clear to close. Manages high-volume loan paperwork in dynamic environments with high production, approval and customer relations targets. Expertise includes reviewing and validating personal, employment and financial histories for each applicant. Self-motivated and reliable with excellent teamwork, problem-solving and organizational skills. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
years of professional experience
Work History
Genesis Of Atlanta
Customer Experience Manager
12.2022 - Current
Job overview
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Built relationships with customers and community to establish long-term business growth.
- Managed revenue models, process flows, operations support and customer engagement strategies.
Homespiremortgage
Mortgage Loan Processor
06.2019 - 10.2022
Job overview
- Handled any conditions sent from underwriting departments.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Set up and completed loan submission packages.
- Communicated with originator and applicant concerning progress of loan file.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
- Prepared file for final clear-to-close by branch management.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Processed mortgage loan applications accurately and successfully for over Number years.
Legacy Home Loans
Loan Officer Assistant/Processor
06.2019 - 12.2019
Job overview
- Answered inquiries and provided superior customer service to clients.
- Set up files using loan officer checklist and submitted on-time for processing.
- Communicated with customers daily to request information and complete paperwork.
- Prepared professional business correspondence on behalf of loan officer to obtain information and facilitate processing steps.
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications, and financial history paperwork.
- Monitored key dates to obtain information by deadlines.
- Assisted with timely loan closing and funding activities with efficient management of task checklists.
- Assembled important paperwork and disclosures for borrower.
- Worked with Loan Officer to create application profile in system and review key information at various stages within process.
- Documented borrower's information in loan processing system and resolved any discrepancies.
- Liaised with clients to guide through loan closing process and skillfully handle any concerns.
- Cultivated productive relationships with clients, realtors, and title/escrow officers to increase profits and expand customer base.
- Assisted in resolving customer complaints, following procedures to find mutually beneficial solutions.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
- Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
- Analyzed credit reports to assess risk and determine applicants' ability to repay loans.
- Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Affirmed loan document accuracy to protect lenders from potential fraud.
- Reviewed and validated details of loan applications and closing documentation.
Education
Some
College from Business Administration
Carter High SchoolStrawberry Plains, TN
Graduated
05.1989
Skills
- Mortgage Servicing
- Escrow
- Banking
- Fair Housing Regulations
- Loan Officer Experience
- Credit Analysis
- Loan Origination
- Calculating Income
- Languages
- English - Expert
- Certifications and Licenses
- NMLS
- Appraisal Verification
- Contract Finalization
- Legal Compliance
- Calyx Point
- Critical Thinking
- Application Preparation
- Government Standards
- Information Verification
- Gathering Appraisals
- Financial Document Review
- Loan Paperwork
- Processing Procedures
- Lending Software Systems
- Legal Documentation
- Microsoft Office
- Government Lending
- Completing Interviews
- Generating Reports
- Financial Information Monitoring
- Mortgage Insurance Arrangement
- Resolve Paperwork Errors
- Loan and Transactions Advisory
- Mortgage Broker Collaboration
- General Mortgage Associate
- Mortgage Closing Scheduling
- Appoint Scheduling
- Digital Applications
- Coordinate Applications
- Bank Secrecy Act
- Credit Reporting Software
- Support Closings
- Loan Records Filing and Maintenance
- Credit Applications
- Compile Documents
- Loan Information Recording
Timeline
Customer Experience Manager
Genesis Of Atlanta
12.2022 - Current
Mortgage Loan Processor
Homespiremortgage
06.2019 - 10.2022
Loan Officer Assistant/Processor
Legacy Home Loans
06.2019 - 12.2019
Some
College from Business Administration
Carter High School
Graduated
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