Cindy Cabral
Victorville,CA
Summary
Bilingual English and Spanish fluent speaker, and writer. Strong leadership experience as a loan processor, underwriter, sales manager, and call center NMLS-licensed representative in various states. Determined to achieve every goal as a leader and team player. Eager to deliver the best performing results to grow with the company. Professional at managing multiple priorities and taking on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
NMLS 2567313 Customer Advocate
Loandepot
Irvine, CA
08.2024 - Current
- Analyzed loan applications and supporting documents to determine eligibility for approval.
- Reviewed credit reports and financial information to evaluate creditworthiness of applicants.
- Performed detailed calculations to verify income, assets, liabilities and other data provided by applicants.
- Communicated with customers via telephone or email to obtain additional documentation required for loan processing.
- Explained the various types of loans available and advised on the best product suited for customer's needs.
- Submitted loan applications to underwriting department for review and approval process.
- Developed relationships with clients, real estate agents, lenders, title companies and attorneys throughout closing process.
- Prepared loan documents including promissory notes, deeds of trust, mortgage insurance policies and truth-in-lending statements.
- Reviewed appraisals to ensure accuracy of value estimates.
- Collaborated with underwriters to resolve any discrepancies in applicant's financial profile or documentation issues.
- Conducted quality control reviews on closed files ensuring compliance with state and federal regulations.
- Updated customers regularly on status of their loans throughout the processing period.
- Researched escalated problems related to loan processing activities.
- Provided excellent customer service while responding promptly to inquiries from applicants, lenders and brokers.
- Evaluated financial statements and contacted institutions and customers to clarify details.
- Filed completed packages quickly and efficiently.
- Conducted verification of employment, income, and deposits to support loan decisions.
- Ensured compliance with federal and state regulations throughout the loan processing phase.
- Calculated, reviewed, and corrected errors on interest rates, closing costs, and payment terms to ensure accuracy.
- Assisted in the preparation of loan closing documents and coordinated with closing agents.
- Utilized loan processing software to manage and track loan progress efficiently.
- Managed pipeline of loans ensuring that all deadlines are met and loans progress to closing.
Loss Mitigation Special Servicing Licensed NMLS ID 2567313 Representative
Carrington Mortgage Services
Anaheim, CA
08.2022 - 08.2024
- Call center environment with high volume of inbound and outbound calls
- Follow a script with proper state disclosures for loss mitigation, foreclosure, and bankruptcy accounts
- Analyzed potential risks and evaluated loan products to identify suitable options for customers
- Discussed home retention and liquidation options with customers
- Checked property valuations to assess foreclosure feasibility
- Reach out to borrowers to discuss status and loan workout options
- Proactively identified solutions for customers experiencing hardship with their mortgage payments
- Provided reinstatement and payoff quotes to clients
- SAGENT experience
- Salesforce experience
- Oracle experience
- Knowledge of Microsoft Suite of Applications (Word, Excel, Outlook, etc.)
- Prevent any escalation outcome one call resolution
- Strong organizational skills with good attention to detail
- Knowledge of Loss Mitigation process, Government, Conventional, Investor programs
- Researched and updated industry knowledge on changing legislation and regulations
- Helped customers navigate options to maintain homeownership
- Remained updated with latest information related to mortgage products and services being offered HAF
- Collect loan applications for loan processing
- Assisted with short sales and deed in lieu processes
- Developed and maintained relationships with customers, lenders and other third parties
- Monitored pipelines to track and log status of loans
- Assisted customers with completing loan applications and other paperwork
- Processed payments via speedpay
- Notate each account with detailed notes (date, time, discussion, resolution)
- Analyzed loan applications and supporting documents to determine eligibility for approval.
- Reviewed credit reports and financial information to evaluate creditworthiness of applicants.
- Performed detailed calculations to verify income, assets, liabilities and other data provided by applicants.
- Explained the various types of loans available and advised on the best product suited for customer's needs.
- Monitored progress of each loan application from start to finish ensuring timely completion.
- Supported loan officiant and underwriter teams by ensuring timely, judicious and accurate loan processing.
- Utilized loan processing software to manage and track loan progress efficiently.
- Provided excellent customer service, maintaining high satisfaction levels among borrowers.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Reviewed credit histories from applicants and determined feasibility of granting requested loans.
Mortgage Processing & Underwriting Associate II
Amerinat
Downey, CA
07.2021 - 08.2022
- Review Homeowner Assistance Application
- Worked a pipeline of 40 to 60 files
- Completed intake and underwriting process in less time than expected
- Volunteered to assist peers with their pipeline to meet team goals
- Verified application supported documents were collected
- Close attention to detail for any fraudulent activity
- Suspicious documentation to be escalated for further review
- Used income calculation based on w2, tax returns for prior hardship, during hardship, current year
- Determine hardship percentage met guidelines
- Follow up with applicant for additional information needed to finalize underwriting
- Identify hardship review guidelines to determine qualification
- Request CDF record for each complete application
- Reviewed historical records, current operational data and forecasting information
- Established and check coding procedures, monitored reports, and updated internal files
- Supported financial director with special projects and additional job duties
- Complied with established internal controls and policies
- Perform Income calculation
- Notate approval or denial decisions
- Follow FHA, Conventional, USDA, VA, investor guidelines
Relationship Manager
Bank of America
South Gate, CA
01.2021 - 07.2021
- Supported Director of Operations with special projects and additional job duties
- Prepared internal and regulatory financial reports, balance sheets and income statements
- Maintained knowledge on banking products and distribution to provide optimal service support
- Upsell products to achieve customer satisfactory and individual goal
- Analyzed customer data to identify areas of improvement and maximize customer satisfaction
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills
- Evaluated and negotiated contracts to procure favorable financial terms
- Performed banking, business administration and financial tasks to guarantee five-star service for clients
- Built and maintained relationships with new and existing clients while providing high level of expertise
- Developed loyalty programs to reward and maintain customer retention
- Developed customer surveys to measure customer satisfaction and identify areas of improvement
- Participated in staff meetings to discuss innovative strategies to improve services
- Complied with established internal controls and policies
- Facilitated workshops and seminars to educate customers on product features and benefits
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products
- Utilized financial software to prepare consolidated financial statements
- Created and managed financial models to evaluate corporate investments and acquisitions
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities
Branch Sales Manager Field Management
Check N Go
Carson, CA
07.2014 - 12.2020
- Conduct loan application store audits
- Review associate files to confirm income calculations are correct
- Looking for completeness and accuracy of application
- Track errors/trends
- Review decisions to verify application decision was accurate
- Conducted cold calling and previous customers to bring business
- Kept store debt under 20 percent each quarter
- Experience with Oracle
- Underwrite loan applications had final decision with loan approvals
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies
- Worked directly with customers and associates to handle internal and external complaints and objections
- Achieved sales goals and service targets by cultivating and securing new customer relationships
- Demonstrated products to show potential customers benefits and advantages and encourage purchases
- Developed compelling presentation decks to gain approval for ideas and communicate results
- Managed accounts to retain existing relationships and grow share of business
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience
- Built relationships with customers and community to establish long-term business growth
- Interviewed, hired and developed team of 20
- Resolved customer complaints to maintain high level of satisfaction
- Collaborated with upper management to implement continuous improvements and exceed team goals
- Managed branch sales, customer service, finances and recordkeeping
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers
- Coordinated calls to prospective and existing customers, acceptance of small loan applications and referrals to other product specialists
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy
- Complied and analyzed data to determine approaches to improve sales and performance
- Resolved problems with high-profile customers to maintain relationships and increase return customer base
- Directed sales support staff in administrative tasks to help sales reps' close deals
- Recruited, interviewed, and hired employees and implemented mentoring program to promote positive feedback and engagement
Store Manager
Unipago Check Cashing
03.2010 - 07.2014
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
- Managed purchasing, sales, marketing, and customer account operations efficiently
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit
- Monitored daily cash discrepancies, inventory shrinkage and drive-off
- MoneyGram and Western Union transaction experience
- Money Order transactions
- Income calculation system for loan approvals
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success
- Managed inventory control, cash control, and store opening and closing procedures
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
- Trained new employees on proper protocols and customer service standards
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
- Reported issues to higher management with detail
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
- Completed point of sale opening and closing procedures
- Reduced operational risks while organizing data to forecast performance trends
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports
- Interacted well with customers to build connections and nurture relationships
- Assisted with hiring, training, and mentoring new staff members
- Reconciled daily sales transactions to balance and log day-to-day revenue
- Rotated merchandise and displays to feature new products and promotions
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
- Trained and guided team members to maintain high productivity and performance metrics
- Developed and implemented successful staff incentive programs to motivate employees
- Mitigated business risks by working closely with staff members and assessing performance
- Supervised guests at front counter, answering questions regarding products
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements
- Scheduled employees for shifts, considering customer traffic and employee strengths
Education
High School Diploma -
Huntington Park Senior High School
Huntington Park, CASome College (No Degree) - Business Administration And Management
East Los Angeles College
Monterey Park, CASkills
- Business Planning
- Data Entry
- Multi-line phone system
- CRM Software
- Consumer research
- Mortgage industry expertise
- Sagent
- Lendingpad
- MSP (black knight)
- Repay
- Empower
- Citrix Nextgen
- Agent Portal
- Workday
- AIQ Ellie Mae
- Bilingual English/Spanish
- Customer research
- Excel
- Encompass
- Conflict Resolution
- Genesys
- Onbase
- Alvaria
Languages
- English
- Spanish
Timeline
NMLS 2567313 Customer Advocate
Loandepot
08.2024 - Current
Loss Mitigation Special Servicing Licensed NMLS ID 2567313 Representative
Carrington Mortgage Services
08.2022 - 08.2024
Mortgage Processing & Underwriting Associate II
Amerinat
07.2021 - 08.2022
Relationship Manager
Bank of America
01.2021 - 07.2021
Branch Sales Manager Field Management
Check N Go
07.2014 - 12.2020
Store Manager
Unipago Check Cashing
03.2010 - 07.2014
High School Diploma -
Huntington Park Senior High School
Some College (No Degree) - Business Administration And Management
East Los Angeles College
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