Charlene Watkins
Laguna Hills,CA
Summary
Knowledgeable high quality Customer Serive with robust background in managing front office operations and enhancing client satisfaction. Successfully coordinated schedules, streamlined administrative processes, and provided exceptional customer service. Demonstrated organizational and communication skills, ensuring efficient front desk operations and seamless team collaboration.
Experienced with handling patient inquiries and providing support in healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure patient satisfaction. Knowledge of healthcare protocols and procedures, contributing to efficient and effective service delivery.
Overview
22
22
years of professional experience
Work History
Front Office Coordinator/ Patient Service Specialist
Simon Med –Medical Imaging
02.2024 - 04.2024
- -Directly responsible for the overall administration, coordination, and evaluation of the patient registration, check-in, check-out and insurance verification process.
- -Handled financial transactions responsibly, collecting copayments and processing payments with attention to detail.
- - Worked effectively with physicians, patients, and the public and was capable of establishing good working relationships with both internal and external customers.
Concierges, Administration Assistant
Crestvilla –High-end Senior Living
03.2023 - 01.2024
- - Working with Executive Director to ensure all coordination for all residents. To move- ins, move-outs, and day-to-day administration needs for the residents are met with high quality.
- -Working with the Accounting Department to ensure all financial information has been entered And accounted for appropriately and to produce consistent and accurate financial reporting.
- - Coordinating with Activities Director to make a great engagement with senior living care.
- - Maintain Resident administrative files.
- - Manage Concierge team & all activities for the senior living. Such as health needs for the residents.
- - Assist Executive Director and Reporting Accountant in developing annual admin budgets.
- - Pay pending invoices and make bank deposits.
- - Support the planning, organizing, and the implementation of senior living.
Sr. Loan Processor
Partner Bank
01.2022 - 03.2023
- - Executed superior customer service for loan servicing department
- - Processed various loan types, ensuring accurate documentation
- - Handled loan payments, advances, payoffs, and re-conveyances
- - On boarded new loans and maintained compliance with regulatory requirements
Contract Sr. Loan Processor Supervisor / Remote
Thrive Loan Processing, LLC
12.2019 - 12.2022
- - Calculated and verified borrower's financials, managed loan pipelines
- - Collaborated with direct lenders, submitted loans for approval
- - Supervised a team of 10 remote processors, specializing in various loan types
- - Resolved problems, provided superior customer service, ensured compliance with guidelines
Sr. Loan Processor / Remote
Premier Lending
08.2018 - 12.2019
- - Documented loans to ensure compliance with regulatory requirements
- - Managed a pipeline of up to 60 loans, collaborating with in-house departments
- - Resolved problems efficiently, communicated with various parties, provided superior customer service
- - Experienced with LP/DU, Harp loans, FNMA/FHLMC, conventional, jumbo loans, and commercial loans
Sr. Loan Processor
FlexPoint Mortgage
02.2016 - 08.2018
- - Reviewed and submitted loan files to underwriting, collaborated with various departments
- - Utilized Encompass, Calyx Point, Core Blue Sage, and paperless skills
- - Maintained communication with borrowers, prepared GFE for closing, ensured document compliance
- - Proficient with Harp 2, open access programs, and various loan types
Team Lead Sales Service Representative / Sr. Loan Processor
Planet Home Lending Correspondent
01.2013 - 02.2016
- - Managed a fast-paced correspondent division, generating daily warehouse funding reports
- - Led a team of Sales Service Representatives, conducted new hire training
- - Ensured compliance with TRID and other regulations, participated in system upgrades
- - Reviewed closed loan packages for FHA, USDA, VA, 203K, Conventional, and non-delegated loans
Sr. Loan Processor - Executive Assistant - Transaction Coordinator
Rio De Oro Properties
02.2009 - 01.2013
- - Managed correspondence, structured loans, and communicated with borrowers and realtors
- - Handled preapproval letters, set up files for disclosures and compliance
- - Coordinated with in-house departments, escrow, and title for smooth closings
- - Experienced in FHA, Conventional, Fannie Mae, Freddie Mac approvals
Opener Negotiator Sr. Processor - Remote
Law Offices of Mr. Cole / Law Firm
02.2005 - 12.2008
- - Submitted loan modification packages, negotiated with lenders, and managed a large pipeline
- - Ensured compliance with regulations, understood tax returns and income calculations
- - Prevented sale dates, provided excellent customer service, adhered to updated guidelines
- - Proficient in Calyx Point, Excel, and Microsoft Word
Escrow Officer Assistant/ Transaction Coordinator
Escrow Factory
01.2002 - 02.2005
- - Managed client communication, reviewed documents, prepared loan documents for signatures
- - Ensured a smooth closing process by handling lender conditions and miscellaneous administrative tasks
- - Worked closely with realtors, lenders, and processors for successful escrow transactions
Education
No Degree - Medical Laboratory Science
Orange Coast College
Costa Mesa, CA06-2007
Associate of Science - Medical Billing & Coding
Santiago Canyon College
Orange, CA05-2026
Skills
- Medical software: Epic,Kareo,Luma Health
- Mortgage Banking Software: Encompass, Calyx Point, Core Blue Sage, Lending Pad,Salesforce MFA
- Regulatory Compliance: Respa Guidelines, TRID, Non-QM, HARP Programs
- Loan Types: FNMA/FHLMC, DU/LP, Refinance, Conventional, Jumbo, VA, FHA, 203K, Commercial, USDA
- Non-QM, Reverse & Jumbo
- Customer Relationship Management
- Multitasking and Organizational Skills
- Problem Solving and Attention to Detail
- Strong Written and Verbal Communication Skills
- Team Collaboration and Leadership
- Customer service expertise
- Customer service
- Reception duties
- Front office management
- Insurance verification
- Office management
- Office organization
- Process improvement
- Document management
- Sensitive information handling
- Maintaining confidentiality
- Multitasking and organization
Timeline
Front Office Coordinator/ Patient Service Specialist
Simon Med –Medical Imaging
02.2024 - 04.2024
Concierges, Administration Assistant
Crestvilla –High-end Senior Living
03.2023 - 01.2024
Sr. Loan Processor
Partner Bank
01.2022 - 03.2023
Contract Sr. Loan Processor Supervisor / Remote
Thrive Loan Processing, LLC
12.2019 - 12.2022
Sr. Loan Processor / Remote
Premier Lending
08.2018 - 12.2019
Sr. Loan Processor
FlexPoint Mortgage
02.2016 - 08.2018
Team Lead Sales Service Representative / Sr. Loan Processor
Planet Home Lending Correspondent
01.2013 - 02.2016
Sr. Loan Processor - Executive Assistant - Transaction Coordinator
Rio De Oro Properties
02.2009 - 01.2013
Opener Negotiator Sr. Processor - Remote
Law Offices of Mr. Cole / Law Firm
02.2005 - 12.2008
Escrow Officer Assistant/ Transaction Coordinator
Escrow Factory
01.2002 - 02.2005
No Degree - Medical Laboratory Science
Orange Coast College
Associate of Science - Medical Billing & Coding
Santiago Canyon College
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