DEANNA TERRY
Oakbrook Terrace,IL
Summary
Strive to meet or exceed customer expectations by delivering high-quality service that resolves issues promptly and effectively. Knowledgeable and efficient professional with extensive experience in financial industry. Prepares detailed client financial information to meet strict government and state regulations. Possesses comprehensive knowledge of conventional and government loan programs to fulfill customer needs.
Overview
26
26
years of professional experience
Work History
Loan Processor III
loanDepot
11.2017 - Current
- Collecting and verifying borrower’s financial and personal information
- Reviewing loan applications and supporting documentation
- Coordinating with underwriters, appraisers, and other professionals involved in the loan approval process
- Ensuring compliance with lending regulations and guidelines
- Communicating with borrowers to provide updates and request additional information if needed
- Preparing and submitting loan files to underwriting for approval
- Providing excellent customer service and addressing any concerns or questions from borrowers.
- Process a pipeline of 25+ Loans monthly.
- Maintained compliance with federal, state, and company regulations through regular review of updated guidelines.
- Enhanced team collaboration by sharing best practices and providing constructive feedback on colleagues'' work.
- Reduced processing time for loan applications by implementing an organized filing system.
- Increased customer satisfaction with timely responses to inquiries and providing thorough explanations of loan processes.
Operations Team Lead
Chase
04.2016 - 06.2017
- Assist with daily reporting logs
- Provide training for new employees
- Assist Senior Management with assignment of files and work with Senior Management on assignments given daily
- Assist manager with processor pipelines when needed
- Assist manager with escalation issues.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Developed and implemented new policies and procedures to optimize operational performance.
- Maintained high levels of employee morale through effective communication, recognition, and coaching initiatives.
- Enhanced client satisfaction by resolving issues promptly and maintaining open lines of communication.
Mortgage Loan Processor
Chase
11.2010 - 06.2017
- Collecting and verifying borrower’s financial and personal information
- Reviewing loan applications and supporting documentation
- Coordinating with underwriters.
- Ensuring compliance with lending regulations and guidelines
- Communicating with borrowers to provide updates and request additional information if needed
- Preparing and submitting loan files to underwriting for approval
- Providing excellent customer service and addressing any concerns or questions from borrowers.
- Improved loan processing time by streamlining the application review process and enhancing communication with clients.
- Assisted underwriters in approving loans by verifying financial information and ensuring accurate documentation.
- Reduced loan application errors by implementing a thorough quality control process for all submitted applications.
- Facilitated smooth closing processes by collaborating effectively with title companies, appraisers, and attorneys.
- Ensured compliance with federal lending regulations through meticulous attention to detail during the loan processing phase.
Exception Processor
ACS State & Local Soultions
11.2008 - 06.2009
- Received, reviewed and process payments (child support)
- Verified all adequate information provided for payment
- Reduced errors with meticulous attention to detail and thorough review of documentation.
- Enhanced team collaboration, sharing best practices for efficient processing techniques.
- Contributed to the achievement of department goals through consistent high-quality work.
- Provided outstanding customer service by promptly addressing inquiries and resolving issues.
- Supported team members in their tasks, contributing to overall team success.
VP/Manager/Senior Processor
Blueline Mortgage
08.2004 - 06.2008
- Received, reviewed and followed-up on all loan applications to ensure adequate information has been obtained
- Coordinated all activity related to process mortgage loans including income verifications, employment verifications, appraisals, title searches, etc.
- Streamlined processing procedures by implementing new software tools, increasing overall team efficiency.
- Managed high-volume workloads for timely and accurate completion of loan applications.
- Developed comprehensive training materials to onboard new processors quickly and efficiently.
- Increased customer satisfaction by promptly addressing concerns and providing clear communication throughout the application process.
- Maintained strict compliance with regulatory guidelines, preventing potential penalties or delays in processing.
Assistant Manager/Senior Processor
Marquis Financial
11.2002 - 08.2004
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
- Developed strong working relationships with staff, fostering a positive work environment.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
TeamLead/Collector/Call Center
Harvard Collections
04.2000 - 01.2002
- Handle in-bound and out-bound calls from debtors regarding telephone accounts (Mci, Sprint, etc)
- Provided quality customer service
- Data entry.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Assistant Manager/Telemarketer/Call Center
Fields Construction
04.1998 - 01.2000
- Solicit homeowners for purposes of purchasing home improvement
- Light typing and general office duties.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
Education
High School Diploma -
Community Christian Academy
Chicago, IL06.1996
Skills
- Communication
- Consumer Financing
- Microsoft Excel
- Problem Solving
- Microsoft Word
- Teamwork
- Documentation
- Operations Management
- Real Estate
- Real Estate Financing
- Customer Satisfaction
- FHA
- VA
- USDA
- Conventional Loans
- HELOC
Timeline
Loan Processor III
loanDepot
11.2017 - Current
Operations Team Lead
Chase
04.2016 - 06.2017
Mortgage Loan Processor
Chase
11.2010 - 06.2017
Exception Processor
ACS State & Local Soultions
11.2008 - 06.2009
VP/Manager/Senior Processor
Blueline Mortgage
08.2004 - 06.2008
Assistant Manager/Senior Processor
Marquis Financial
11.2002 - 08.2004
TeamLead/Collector/Call Center
Harvard Collections
04.2000 - 01.2002
Assistant Manager/Telemarketer/Call Center
Fields Construction
04.1998 - 01.2000
High School Diploma -
Community Christian Academy
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