Denise Norris
New Port Richey,FL
Summary
Diligent customer service with solid background in assisting sales teams. Successfully supported sales processes and enhanced customer satisfaction through effective communication and problem-solving. Demonstrated strong organizational skills and adaptability in fast-paced environments.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Contract Sales Assistant
Luna Lending
05.2025 - Current
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Contract review and update in LOS software
- Processed transactions accurately while maintaining a high level of customer service.
- Increased sales by building strong customer relationships and providing excellent service.
- Assisted customers with prompt and polite support in-person and via telephone.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
Retail Sales Associate
Bealls Florida
09.2023 - 03.2025
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
Senior Processor, Processing Manager
Moneylink Mortgage
08.2019 - 11.2022
- Supervising Processor for the processing team, training, compliance and supervision
- Review documentations, calculating income, reviewing tax returns from 1040 to 1120’s
- Review files for ways around hard stops that could possibly have a work around or a manual option.
Senior/Supervising Loan Process
OJ Mortgage Co
01.2015 - 05.2019
- Supervising Processor for the processing team, training, compliance and supervision
- Review documentations, calculating income, reviewing tax returns from 1040 to 1120’s
- Review files for ways around hard stops that could possibly have a work around or a manual option.
Sr. Loan Processor
Raymond James Bank
03.2013 - 01.2015
- Received loans from loan officers, and helped complete the applications.
- Government loans, made welcome calls to go over conditions that were incomplete to make sure everything from income documentation to liens make it a complete application.
- Review documentations, calculating income, reviewing tax returns from 1040 to 1120’s
- Entered all the information amending the application into DOS based software.
- Ordered all appraisals and case numbers (government).
- Ordered social security checks for FHA and VA loans.
- Ordered and reviewed titles and finalized applications to authorize it as complete and approved.
- Trid Disclosures
Post Closing Auditor
Pennymac
07.2012 - 10.2012
- Review all loan files for accurate documentation post closing that was either missed or not accurate
- Solve all possible challenges before file was sent to sale or servicing
Loss Mitigation Analyst Call Center
Chase Home Finance
07.2009 - 02.2012
- Receive Inbound and outbound calls to/from Chase Customers to answer questions and potentially place into a modification based on income and asset telephone interview.
- Track progress of documents outbound calls to collect items missing to complete file for underwriting review
- Analyze the best program for potential success for borrower’s repayment or modification of home loan.
Contract Underwriter 4 Month contract
Bank of America – Tampa, FL
02.2009 - 05.2009
- Received loans and manually underwrote files that did not pass automated underwriting.
- Made calls to the customer to discuss their issues for approval and documents needed to turn the loan from declined to approve.
- Review documentation, calculating income, reviewing tax returns from 1040’s to corporate returns.
- Reviewed files that were approved on a program that was discontinued by the bank and attempted to find the best solution possible for approval, then went over the program with the borrower.
- Reviewed all appraisals that were outside of guidelines for approval or decline based on compliance guidelines.
- Number one on my team for Underwriting 10-14 files per day this included resubmissions for income and asset documents that the processor could not review or issuing a first time approval
Part Time Cashier
Publix Market
11.2008 - 04.2009
Contract Processor 4 month contract
Wells Fargo Mortgage – Clearwater, FL
08.2008 - 12.2008
- Received loans from loan officers, and helped complete the applications.
- Government loans, made welcome calls to go over conditions that were incomplete to make sure everything from income documentation to liens make it a complete application.
- Review documentations, calculating income, reviewing tax returns from 1040 to corporate.
- Entered all the information amending the application into DOS based software.
- Ordered all appraisals and case numbers (government).
Underwriter
Universal American Mortgage - Clearwater, FL
08.2006 - 12.2008
- Updating and correcting information in desktop Underwriter and DU and LP and rerunning to make sure results are still accepted.
- Once the application goes through an automated system (from loan officer), and comes to me to approve eligibility and condition the loan.
- Analyze documents from income and assets.
- Add any conditions if necessary such as divorce decree, self-employed, etc…
- Taken the due diligence to make sure the application is processed correctly in the result of approval.
Correspondent Underwriter
Diversified Mortgage
01.2006 - 07.2006
- Opening loans from taking sales applications to closing and funding. DU, DO, LP, AU, Optis.
- Diversified is also a correspondent lender. My underwriting authority was up to $650,000.
Underwriter/ Team Manager
CalPacific Mortgage
04.2002 - 11.2005
- Opening loans from taking sales applications to closing and funding.
- CalPacific is also a correspondent lender for Interfirst and Ohio Savings where I was allowed up to 650,000 in underwriting authority.
- Training Jr. underwriting team members and quality control
- Designed custom web site, created marketing plans and seminars along with flyers, brochures and presentations.
Underwriter
PMI – San Diego, CA
01.2001 - 01.2002
- Complete file setup, DU and LP files, sign off conditions, ship files.
- Supervising Processor for the processing team, training, compliance and supervision
- Review documentations, calculating income, reviewing tax returns from 1040 to 1120’s
- Review files for ways around hard stops that could possibly have a work around or a manual option.
Co-Owner
American Home Loans - San Diego, CA
02.1997 - 12.2001
- Supervise and train sales and processing staff in San Diego DU, LP and CLUES all loans before underwriting by the wholesale division.
Education
High School -
Northeast High School
01.1983
Skills
- Experienced in all office equipment, E-mail applications, IM, Microsoft office Suite, Publisher, Power Point, Excel, ACT and all forms of Mortgage Loan processing software including Mortgage Cadence, Calyx, Encompass, Contour, DU/DO, LP, Lender specific software
- Face to face retail cash processing,cash handling, office management, payroll, customer document collection, customer application review
- Income and asset documents review
- Cash handling
- Goal oriented
- Relationship building
- Complex Problem-solving
- Customer needs assessment
- Task prioritization
- Customer relationship management
- Order fulfillment
- Loyalty program promotion
- Team support and assistance
- Customer service
- Friendly and helpful
- Strong communication and interpersonal skills
Certification
CA Real Estate Licensed
Section name
- Please note that the short-term positions were 3-4 month contracts with no available permanent employment.
Training
- Employer Training- Countrywide Fraud Detection Class, Customer Service Class, automated underwriting training. CalPacific Appraisal review and approval, underwriting up to $650,000 authorization, marketing programs and Act Specialist certified. Trained on multiple applications software, AU, DU, DO, LP, Zippy, Optis.Trid
- Dale Carnegie- Customer Service and Sales Training and How to win friends and influence people.
Other Previous
Countrywide Home Loans in Houston and San Diego Wholesale inside Sales Rep-5 Years
Languages
English
Full Professional
Timeline
Contract Sales Assistant
Luna Lending
05.2025 - Current
Retail Sales Associate
Bealls Florida
09.2023 - 03.2025
Senior Processor, Processing Manager
Moneylink Mortgage
08.2019 - 11.2022
Senior/Supervising Loan Process
OJ Mortgage Co
01.2015 - 05.2019
Sr. Loan Processor
Raymond James Bank
03.2013 - 01.2015
Post Closing Auditor
Pennymac
07.2012 - 10.2012
Loss Mitigation Analyst Call Center
Chase Home Finance
07.2009 - 02.2012
Contract Underwriter 4 Month contract
Bank of America – Tampa, FL
02.2009 - 05.2009
Part Time Cashier
Publix Market
11.2008 - 04.2009
Contract Processor 4 month contract
Wells Fargo Mortgage – Clearwater, FL
08.2008 - 12.2008
Underwriter
Universal American Mortgage - Clearwater, FL
08.2006 - 12.2008
Correspondent Underwriter
Diversified Mortgage
01.2006 - 07.2006
Underwriter/ Team Manager
CalPacific Mortgage
04.2002 - 11.2005
Underwriter
PMI – San Diego, CA
01.2001 - 01.2002
Co-Owner
American Home Loans - San Diego, CA
02.1997 - 12.2001
High School -
Northeast High School
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