Chloe Hess
Salt Lake City,UT
Summary
Results-driven professional with 10+ years of combined experience in customer service, data management, and mortgage underwriting operations. Demonstrated expertise in document review, data accuracy, compliance verification, customer support, and process improvement. Recognized for strong attention to detail, analytical thinking, and the ability to handle sensitive information with confidentiality and professionalism. Effective collaborator with excellent communication skills and a proven track record of meeting deadlines, maintaining quality standards, and supporting business objectives.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Insure-Rite Inc.
Salt Lake City, UT
03.2025 - 06.2026
- Managed high-volume incoming calls while maintaining exceptional service quality.
- Processed high volumes of information efficiently within strict deadlines.
- Collaborated with team members to streamline data entry processes.
- Trained new staff on customer service protocols as well data entry protocols and best practices.
- Developed methods to enhance data processing speed and efficiency.
Laundry Technician
Capital Cleaning
Salt Lake City, UT
01.2024 - 08.2024
- Produced required volume of laundry work by planning, organizing and prioritizing duties
- Processed orders accurately and efficiently with attention to detail
- Trained new employees on proper use of laundry equipment
- Answered customer inquiries and resolved complaints
Cashier Supervisor
Lee's Marketplace
North Salt Lake City, UT
12.2022 - 05.2023
- Balanced cash registers by counting cash, depositing funds, and determining end-of-day balance
- Trained new cashiers on the use of point-of-sale systems, including proper handling of money, credit card transactions, gift cards, coupons
- Assigned employees to specific duties
- Assisted in resolving customer complaints related to purchases or returns in a timely manner
Conventional Mortgage Underwriter
Primary Residential Mortgage, Inc.
Salt Lake City, UT
10.2020 - 06.2021
- Determined credit worthiness and risk associated with borrower based on credit profile
- Utilized automated underwriting systems such as DU and LP to accurately assess risk associated with loans
- Conferred with underwriters to resolve mortgage application problems
- Approved loans within specified limits and referred loan applications outside those limits to management for approval
- Leveraged knowledge of loan products to help restructure turned-down loans for subsequent approvals
- Stayed abreast of new types of loans, financial services, and products to better meet customers' needs
- Collaborated with internal departments such as Processing, Funding and Closing to ensure a smooth transaction process from start to finish
- Supported mortgage loan originators and mortgage loan processors in structuring difficult deals
Junior Mortgage Underwriter
Primary Residential Mortgage, Inc.
Salt Lake City, UT
04.2013 - 10.2020
- Reviewed applications for accuracy and completeness prior to underwriting decisions being made
- Interpreted underwriting policies and procedures to ensure regulatory compliance
- Collaborated with internal departments to develop and maintain underwriting standards and procedures
- Analyzed financial data including credit, income, assets, liabilities, and debt-to-income ratios of applicants
- Identified potential risk factors and conducted appropriate research to determine eligibility for loans
- Updated information on processing and underwriting systems to verify, add or waive conditions
Mortgage Compliance Specialist
Primary Residential Mortgage, Inc.
Salt Lake City, UT
12.2012 - 04.2013
- Facilitated communication between departments within the organization related to compliance initiatives
- Monitored changes in relevant laws, regulations and industry best practices to ensure continued compliance
- Performed periodic reviews of organizational processes to ensure ongoing compliance with applicable rules and regulations
- Created training programs designed to educate staff on compliance issues and ensure adherence to established guidelines
- Drafted reports summarizing findings from compliance audits and investigations
- Kept informed regarding pending industry changes, trends, and best practices
Investor Liaison
Primary Residential Mortgage, Inc.
Salt Lake City, UT
12.2011 - 12.2012
- Entered investor purchase and suspense information into loan origination system
- Cleared all investor conditions ensuring mortgage loan could be purchased by investor
- Identified areas of improvement within existing systems and procedures to maximize efficiency to clear investor suspense conditions
- Generated regular performance reports summarizing liaison activities for review by management
- Maintained accurate records of client interactions for quality assurance purposes
Education
GED -
DATC
10-1999
Skills
- Teamwork
- Customer service
- Deadline management
- Microsoft Office Applications
- Adaptability
- Desire for personal excellence
- Documentation review
- Loan evaluation
- Credit analysis
- Data interpretation
- Collateral valuation
- Debt-to-income ratios
Timeline
Customer Service Representative
Insure-Rite Inc.
03.2025 - 06.2026
Laundry Technician
Capital Cleaning
01.2024 - 08.2024
Cashier Supervisor
Lee's Marketplace
12.2022 - 05.2023
Conventional Mortgage Underwriter
Primary Residential Mortgage, Inc.
10.2020 - 06.2021
Junior Mortgage Underwriter
Primary Residential Mortgage, Inc.
04.2013 - 10.2020
Mortgage Compliance Specialist
Primary Residential Mortgage, Inc.
12.2012 - 04.2013
Investor Liaison
Primary Residential Mortgage, Inc.
12.2011 - 12.2012
GED -
DATC