Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Erica Wiseman

Houston,TX

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Loan Quality Control Analyst

Freedom Mortgage Corporation
07.2021 - 02.2023
  • Streamlined the loan closing process by implementing an improved documentation system, resulting in a 30% reduction in errors and 25% in overall efficiency.
  • Adhered to safety and clean area procedures to comply with agency and regulatory mandates.
  • Conducted data review and followed standard practices to find solutions.
  • Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout product development process.
  • Planned and implemented performance improvement and quality assurance programs.
  • Minimized down time [Number]% by reducing production rework and recalls.
  • Analyzed quality and performance data to support operational decision-making.

Loan Closer

EMM Loans
07.2020 - 07.2021
  • Successfully closed over 150 loans amounting to 85 million in total value within a year, consistently meeting or exceeding the monthly targets.
  • Delivered positive customer experiences and successful deal closures through open, constructive communications.
  • Developed and maintained strong sales pipelines with qualified leads.
  • Maintained checklists of required documentation and open issues affecting closings.
  • Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
  • Reviewed titles, insurance and flood zone certifications to meet closing standards for each property.
  • Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.

Loan Processor

NewRez
11.2018 - 07.2020
  • Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
  • Provided quick turnaround times to maintain fast-past schedule.
  • Prepared documents for underwriting by verifying client income, credit reports, and other information.
  • Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
  • Utilized loan origination software to process and track loan applications.
  • Developed and maintained relationships with customers and loan officers to establish smooth loan process.
  • Acted as the primary point of contact for clients during the loan closing process, maintaining a 98% positive feedback rate, and establishing strong relationships with borrowers and real estate agents.

Retail management

Coach
01.2013 - 01.2018
  • Controlled store inventory and reviewed cash handling and operations reports.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Exhibited excellent people skills during interaction with employees and customers.

Education

High School Diploma -

Worthing High School
Houston, TX
05.2004

Skills

  • Management
  • Communication
  • Critical thinking
  • Problem solving
  • Adaptability
  • Time management
  • Teamwork
  • Mortgage administration
  • Pre-Underwriting
  • Quality assurance
  • Payroll
  • Quality Improvement
  • Continuous Improvement
  • Data Analysis
  • Training Material Development
  • Correction Action Planning

Certification

  • Licensed All Lines Claims Adjuster
  • Mortgage Underwriter Training - May 2024

Timeline

Loan Quality Control Analyst

Freedom Mortgage Corporation
07.2021 - 02.2023

Loan Closer

EMM Loans
07.2020 - 07.2021

Loan Processor

NewRez
11.2018 - 07.2020

Retail management

Coach
01.2013 - 01.2018

High School Diploma -

Worthing High School

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Erica Wiseman