Charlene Watkins
Downey,CA
Summary
Accomplished High Customer Service, Mortgage Banking and Real Estate professional with over many years of experience. Proven expertise in senior loan processing, Jr. Underwriting, B2B, Correspondence Lending, and pre-funding. Adept at managing seamless workflows, building client relationships, and delivering exceptional customer service. Highly motivated, ethical, and adaptable team player with extensive industry knowledge.
Seasoned supervisor in office and administrative support with a solid background in overseeing daily operations and enhancing workflow efficiency. Skilled in team leadership, process optimization, and conflict resolution, ensuring smooth operational flow and staff productivity. Demonstrated ability to implement effective policies that significantly improve organizational procedures. Committed to fostering professional growth within teams while maintaining high levels of accuracy and compliance.
Overview
22
22
years of professional experience
Work History
Front Office Coordinator/ Patient Service Specialist
Simon Med
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
Laguna Niguel, CA
03.2023 - 01.2024
- Company Overview: High-end Senior Living
- 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.
- High-end Senior Living
Sr. Loan Processor
Partner Bank
Newport Beach, CA
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
Austin, Texas
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
Charlotte, North Carolina
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
Newport Beach, CA
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
Irvine, CA
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
Laguna Hills, CA
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
Loan Mods / Foreclosure’s / Negotiator Sr. Processor - Remote
Law Offices of Mr. Cole
San Francisco, CA
02.2005 - 12.2008
- Company Overview: Law Firm
- 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
- Law Firm
Escrow Officer Assistant/ Transaction Coordinator
Escrow Factory
Irvine, CA
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
Some College (No Degree) - Medical Anthropology
Saddleback College
Mission Viejo, CASkills
- 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
- 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
- Patient registration
- Healthcare compliance
- Interpersonal communication
- Customer service
- Attention to detail
- Problem solving
- Team collaboration
- Equipment maintenance
- Productivity improvement
- Accounts payable and receivable
- Problem-solving abilities
- Workflow coordination
Additional Information
I have worked in all Attorney & Escrow states in the United States.
Timeline
Front Office Coordinator/ Patient Service Specialist
Simon Med
02.2024 - 04.2024
Concierges, Administration Assistant
Crestvilla
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
Loan Mods / Foreclosure’s / Negotiator Sr. Processor - Remote
Law Offices of Mr. Cole
02.2005 - 12.2008
Escrow Officer Assistant/ Transaction Coordinator
Escrow Factory
01.2002 - 02.2005
Some College (No Degree) - Medical Anthropology
Saddleback College