Years of operational and sales experience
Hi, I’m
Cheryl B. Ross
Banking and Finance Professional
Lakeside,CA
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
MORTGAGE SUCCESS MANAGER
Client Services | Customer Relationship Management | Account Management
Results-oriented professional with strong mortgage industry skills and a proven record of success in quality-driven support roles. Capable project manager: a self-starter who is well equipped to manage and prioritize the competing demands of multiple projects. Proven relationship manager who is successful in establishing rapport and working with people at all levels. Respected team player known for bringing a sense of pride and ownership to all tasks and projects.
Overview
29
13
years of professional experience
29
Customer service, banking, and finaning
Work History
SunTrust/Truist BankAtlanta, GA
Sr. Mortgage Loan Processor III
07.2020 - Current
Job overview
- Responsible for managing and tracking pipelines of 75+ residential mortgage loans in while ensuring quality service.
- Coached, motivated, and drove processing team in order to meet company goals and continuously increase revenue.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Demonstrated knowledge of Conventional, Federal Housing Administration (FHA), Veteran’s Administration (VA), Rural Development (RD) loan programs and guidelines.
- Provided information to internal and external parties, relating to home loans; maintained and exceeded established processing times and funding goals; maximized opportunities to build new loan relationships.
- Developed, documented, and deployed tools towards process improvements, workflows, and efficiencies.
- Received 97% satisfaction rating from customers.
Lennar Homes/Eagle Home LoansAtlanta, GA
Licensed Senior Mortgage Loan Officer
02.2018 - 04.2020
Job overview
- Developed and improved increased sales capabilities by 50% over two years while managing 8 communities.
- Funded between 5-8 million in loans each month.
- Fostered relationships within communities through spearheading seminars and attending sales events.
- Tracked pipeline data, missed sales opportunities and lead response times with Salesforce CRM.
- Proactively identified solutions for customers experiencing credit issues.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Negotiated loan terms and conditions with clients to maximize profitability.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Learned and adapted quickly to new technology and software applications.
OneTrust Home LoansSan Diego, CA
Regional Sales Manager
10.2016 - 03.2018
Job overview
- Collaborated with senior executives to evaluate performance in regional area and develop strategies to expand revenue generation.
- Managed team of 8 loan officers and consistently achieved high sales targets.
- Funded between 4-6 million loans per month.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Participated in sales calls with direct reports to strengthen customer relationships and uncover possible opportunities for growth.
- Held weekly meetings with Sales staff and processing department to identify techniques to overcome sales obstacles.
- Mentored and trained staff to define and exceed field sales objectives.
- Elevated customer satisfaction ratings by troubleshooting and resolving issues efficiently.
Guild Mortgage/Finance of AmericaSan Diego, CA
Regional Sales Manager, Sr
05.2014 - 09.2016
Job overview
- Promoted from Sr. Loan Processor to Regional Sales Manager.
- Utilized metrics to modify low-performing sales and marketing programs and increased sales by 35%.
- Achieved regional sales objectives by coordinating sales team, developing successful strategies, and servicing accounts to strengthen business relationships.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Monitored customer complaint trends to drive satisfaction improvements and adjusted operational strategies to reduce issues.
- Created and completed loan submission packages (FHA, VA, USDA conventional, non-QM, and bond programs).
- Collaborated with senior executives to evaluate performance in regional area and develop strategies to expand revenue generation.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
REMNINCAtlanta, GA
Sr. Loan Processor/Loan Officer Assistant
05.2014 - 09.2016
Job overview
- Independently, aggressively, and proficiently processed 60+ files, including highly complicated self-employment files.
- Assisted with timely loan closing and funding activities with efficient management of task checklists.
- Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
- Maintained mortgage program compliance with federal agencies such as VA, HUD, and FNMA.
- Liaised with clients to guide through loan closing process and skillfully handle any concern.
- Ensured processing system is utilized in accordance with policy and procedures (including accurate file status and all required data in compliance with government reporting requirements.
- Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines.
- Researched and updated industry knowledge on changing legislation and regulations.
Capital Lending IncAtlanta, GA
Sr. Loan Processor/Loan Coordinator
01.2010 - 01.2014
Job overview
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Recommended loan approvals and denials based on customer loan application reviews.
- Accurately analyzed credit, calculated income, and evaluated assets, liabilities, and collateral per agency and investor guidelines.
- Developed strong relationships with customers through high levels of customer service.
- Developed and maintained relationships with customers, lenders and other third parties.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
Education
Garner Senior High School
High School Diploma
Skills
- Empower and Encompass LOS
- USDA, FHA, VA, Conventional, Non-QM, HELOC and bond loan programs
- Credit Risk Management
- Financial Service Solutions/Mortgage Banking
- Residential Loan Sales and Origination
- Financial Analysis
- Supervisor/Leader/Team Management
- Analytical and Critical Thinking
- Planning and Coordination
- New Construction Loan Process
- Verbal and written communication
- Regulatory Compliance
- HMDA, Reg Z, Reg B rules/policies
- Salesforce
- Mastery of Microsoft Office (Word, Excel, PowerPoint) and Google Suite (Docs, Sheets, Slides)
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sr. Mortgage Loan Processor III
SunTrust/Truist Bank
07.2020 - Current
Licensed Senior Mortgage Loan Officer
Lennar Homes/Eagle Home Loans
02.2018 - 04.2020
Regional Sales Manager
OneTrust Home Loans
10.2016 - 03.2018
Regional Sales Manager, Sr
Guild Mortgage/Finance of America
05.2014 - 09.2016
Sr. Loan Processor/Loan Officer Assistant
REMNINC
05.2014 - 09.2016
Sr. Loan Processor/Loan Coordinator
Capital Lending Inc
01.2010 - 01.2014
Garner Senior High School
High School Diploma
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