Summary
Overview
Work History
Education
Skills
Languages
Timeline
StoreManager

Diana Chavarria

Orlando,FL

Summary

Diana is detail-oriented and bilingual Mortgage Loan Processor with over a decade of experience in residential, commercial lending environments as well as high volume call centers. Adept at processing FHA, VA, USDA, and conventional loans, with a strong grasp of lending guidelines, compliance requirements, and underwriting support. Proven track record of managing high-volume pipelines, resolving loan-level issues, and ensuring timely closings through proactive communication and meticulous documentation review. Experienced in customer service within call centers and financial institutions, with a strong ability to navigate complex loan scenarios, conduct title research, and coordinate with internal and external stakeholders. She is proficient in software tools such as Microsoft Office Suite (Word, Excel, Outlook), and SharePoint. She is local to Orlando, FL and is available for interview with 24-hour prior notice.

Overview

22
22
years of professional experience

Work History

Mortgage Loan Processor

Pulte Mortgage
06.2024 - 04.2025
  • VA, FHA, and Bi-lingual loan processor
  • Review and analyze AUS/LPA findings, purchase contracts, loan application, credit report, bank statements, title commitments, homeowner’s insurance, flood certification, bankruptcy filings, and pay stubs to make sure they are compliant with the lending guidelines.
  • Research title judgments, large deposits, taxes, and homeownership.
  • Maintain contact with the borrower with constant updates as well as resolve any issues that may arise during the process with any of the documentation provided by requesting additional documentation to clarify any questions the underwriter may have.
  • Proficient in the following: Empower, Desktop Underwriter, Loan Prospector, HUD FHA site, and Veterans Affairs site.

Customer Service Advocate II

Centene
01.2023 - 05.2024
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
  • Review medical billing claims and provide status for incoming calls in a high-volume call center.
  • Supported call center associates by taking on Spanish calls, handling complex concerns and achieving customer satisfaction targets.
  • Provide problem resolution for denied claims by reviewing the state of Florida Medicaid fee schedule.
  • Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
  • Resubmit claims for reprocessing.
  • Developed comprehensive knowledge of company products and services to provide accurate information to customers.
  • Review guidelines providers which include but are not limited to filing guidelines for medical claims.
  • Delivered prompt service to prioritize customer needs.
  • Review benefits available to members as well as provide contact information for community programs.
  • Reviewed benefits and eligibility with medical providers to confirm coverage and network status.
  • Provide contact information for medical providers and specialists to members.
  • Review procedure codes and advise if prior authorization is needed.
  • Deliver feedback and clarification when the outcome is not favorable to the provider.
  • Comply with the HIPPA for both members and providers.
  • Proficient in the following OMNI, True Care, Cen Pass, and AHCA site
  • Handled crisis calls and either directed to the appropriate department, medical facility, or community agency for further assistance.

Mortgage Loan processor III

Truist Bank
08.2019 - 11.2022
  • VA, FHA, and Bi-Lingual loan processor
  • Review and analyze AUS/LPA findings, purchase contracts, loan application, credit report, bank statements, title commitments, homeowner’s insurance, flood certification, bankruptcy filings, and pay stubs to make sure they are compliant with the lending guidelines.
  • Request services such as appraisals, pest and inspection, insurance binders for hazard and flood, verification of employment, verification of deposits, and verification of mortgage/rent.
  • Request case numbers from FHA and VA for the government insured loans.
  • Research title judgments, large deposits, taxes, and homeownership.
  • Maintain contact with the borrower with constant updates as well as resolve any issues that may arise during the process with any of the documentation provided by requesting additional documentation to clarify any questions the underwriter may have.
  • Proficient in the following: Empower, Desktop Underwriter, Loan Prospector, HUD, FHA Connection, Collateral Management Systems, Corelogic, Lexis Nexus, and Veterans Affairs web sites.
  • Was part of a team that created the Limited English Proficiency mortgage loan process and disclosures.

Title Processor/Loss Mitigation

Diamond Resorts, Orlando FL
12.2018 - 08.2019
  • Review the file to make sure the member qualifies for a voluntary surrender of the vacation package and/or time share.
  • Review bankruptcy documents to ensure the time share has been included in the filings (if applicable).
  • Review the account to make sure there are no open reservations and if so reach contact the member and advise that the future reservation must be cancelled before the process can be completed.
  • Review the account to make sure the maintenance fees and taxes are paid.
  • Review probate documents for accounts where one or more members are deceased.
  • Request and review title searches to confirm ownership, week(s) matches the recorded deed, and unit number is accurate with recorded records vs what in the system.
  • Prepare the new deed and/or mutual release agreement to send to the member for the execution.
  • Work OTRS which is the program that receives all member inquiries for loss mitigation

Mortgage Loan Processor

FBC Mortgage LLC, Longwood FL
12.2017 - 11.2018
  • Provide excellent customer service to our customers, loan officers, and teammates.
  • Review purchase contracts for terms and accuracy.
  • Review mortgage loan application and make sure that the information provided is accurate and complete.
  • Review income documentation to ensure the information is current and the accurate.
  • Review that appraisal to make sure the value supports the loan amount requested, accuracy, and that it meets lending guidelines.
  • Review credit report for any fraud alerts, duplicate accounts, and/or delinquent accounts that were not disclosed at application.
  • Review title commitment documents to ensure that the property is free of any liens or judgments.
  • Work with the client and assist in gathering loan conditions required to get the clear to close.
  • Review flood certification and gather flood insurance if required.
  • Make sure that I am compliant with the regulations set forth by FHA, VA, USDA and the Bond programs.
  • Review builder documents and confirm address corresponds with all pertinent documentation.
  • Translate for our Spanish speaking clients.

Mortgage Loan Processor III

SunTrust Mortgage Inc., Orlando, FL
11.2015 - 11.2017
  • Maintain contact with both the borrower and loan officer.
  • Review mortgage loan application and make sure that the information provided is accurate.
  • Review income documentation to ensure the information provided is accurate.
  • Review that appraisal to make sure the value supports the loan request.
  • Review credit report and have the report amended to have any duplicate accounts deleted or new accounts added.
  • Review title commitment documents to ensure that the property is free of any liens or judgments.
  • Work with the client and assist in gathering loan conditions required to get the clear to close.
  • Review flood certification and gather flood insurance if required.
  • Translate for our Spanish speaking clients.

Residential and Commercial Loan Documentation Analyst

People’s United Bank, Bridgeport, CT
07.2013 - 11.2015
  • Review loan documentation for Residential, Commercial, Corporate, New York Multi Family and Wholesale Lending to ensure that the loan documents correspond with the loan approval.
  • Review the approval and make sure that the approval signatures on the approval were compliant with the commercial guidelines and that the signers had the appropriate authority to sign.
  • Review the Uniform Commercial Code to make sure that I corresponded with the collateral that was going to secure to loan.
  • Review the flood certification if the property was in a flood zone we would review the flood insurance to ensure there was sufficient coverage.
  • Review Shared National Credit, Syndicated, and Participation loans. If the bank was lead I was to ensure that the documentation listed the bank as the lead and had the appropriate verbiage that would include the scheduled sweeps.
  • Review and fund any new notes that were drawn under the operating line of credit.
  • Review bond and municipal loans.
  • Reviewed the most complicated loans in the upwards of 750MM.

Mortgage Loan Processor

People’s United Bank, Bridgeport, CT
03.2012 - 07.2013
  • Review mortgage loan application and make sure that the information provided is accurate and that the rate that was quoted to is correct with the rate at the time of the application.
  • Ensure that all required documentation for an initial approval was provided if not provided then advised the loan officer that the loan application must be taken again.
  • Enter the loan application into the operating system.
  • Process payments for the appraisal and credit report.
  • Review income documentation to ensure the information provided is accurate.
  • Review and approve the appraisal report to ensure that the value supports the loan request.
  • Review credit report and have the report amended to have any duplicate accounts deleted or new accounts added.
  • Review title commitment documents to ensure that the property is free of any liens or judgments.
  • Review flood certification and gather flood insurance if required.
  • Work with the underwriter and loan officer and assist in gathering loan conditions required to get the clear to close.

Customer Service Representative

City of St. Petersburg
10.2003 - 08.2008
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promptly responded to inquiries and requests from prospective customers.

Education

High School - General Studies

Briggs High School
Norwalk, CT

Skills

  • Mortgage Loan Processing (FHA, VA, USDA, Conventional)
  • Bilingual Communication (English & Spanish – LEP Support)
  • Loan Documentation Review & Compliance
  • Title & Appraisal Review
  • Credit Report & Income Analysis
  • Loan Closing Preparation & Condition Gathering
  • Customer Service & Call Center Support
  • Claim Dispute & Medicaid Billing Support
  • Loss Mitigation & Deed Preparation
  • Flood Certification Review & Insurance Coordination
  • Knowledge of UCC, Shared National Credit & Commercial Lending
  • HIPAA Compliance
  • Microsoft Office Suite (Word, Excel, Outlook)
  • SharePoint
  • Proficient in FHA Connections, VA web site, Empower, Encompass, Learning Center, Sharepoint, AUS, LP, CMS, Corelogic, and Loan Beam
  • Proficient in Empower, Encompass, FHA Connection, VA, CMS, AUS, LP, Corelogic, Lexis Nexus, and various instant verification sites

Languages

Spanish
Native or Bilingual

Timeline

Mortgage Loan Processor

Pulte Mortgage
06.2024 - 04.2025

Customer Service Advocate II

Centene
01.2023 - 05.2024

Mortgage Loan processor III

Truist Bank
08.2019 - 11.2022

Title Processor/Loss Mitigation

Diamond Resorts, Orlando FL
12.2018 - 08.2019

Mortgage Loan Processor

FBC Mortgage LLC, Longwood FL
12.2017 - 11.2018

Mortgage Loan Processor III

SunTrust Mortgage Inc., Orlando, FL
11.2015 - 11.2017

Residential and Commercial Loan Documentation Analyst

People’s United Bank, Bridgeport, CT
07.2013 - 11.2015

Mortgage Loan Processor

People’s United Bank, Bridgeport, CT
03.2012 - 07.2013

Customer Service Representative

City of St. Petersburg
10.2003 - 08.2008

High School - General Studies

Briggs High School

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Diana Chavarria