Erika Moody
Glendale,AZ
Summary
Detail-oriented Loan Processing Specialist experienced in trend analysis and management reporting. Delivered enhanced operational efficiency and customer satisfaction through meticulous closing disclosure compliance and accurate fee recording. Focused on improving accuracy in validating mortgage fees and closing disclosures to elevate customer experience.
Overview
2
2
years of post-secondary education
12
12
years of professional experience
Work History
Home Loan Closer
Bank of America
Brea, USA
02.2019 - 08.2023
- Validated mortgage fees from settlement agents, ensuring accuracy for closing compliance
- Validated vesting and payoffs, supporting accurate closing disclosures
- Recorded all fees for closing disclosures, facilitating precise financial documentation
Process Support Fulfillment
Bank of America
Chandler, USA
03.2018 - 01.2019
- Collect financial documents for homeowners wanting an equity line of credit
- Provided status updates and calculated income to facilitate loan processing
- Resolved outstanding contingencies on mortgage files
- Collect financial documents for homeowners wanting an equity line of credit
Relationship Manager I
Bank of America
Chandler, USA
08.2016 - 03.2018
- Managed reporting and trend analysis to inform decision-making
- Managed multiple tasks simultaneously while addressing complex issues.
- Maintained organization in a fast-paced work environment.
- Solved problems efficiently related to stopping payments and processing internal transfers
Client Service Representative
Bank of America
Chandler, USA
04.2015 - 08.2016
- Facilitated on-the-job training for team members to enhance their skills.
- Utilized internal systems TSYS, IPORTAL, LEAN/INTERACT, and TSS to streamline operational processes.
- Developed team members through on-the-job training programs to improve skill sets.
- Specialized in risk control for fraud and disputes
Customer Relationship Manager II
Bank of America
Norfolk, USA
09.2012 - 03.2015
- Managed portfolio of Home Loan retention accounts, ensuring client satisfaction and loyalty
- Educated clients on alternative options such as repayment plans, special forbearance, modification, short sale and deed and lieu
- Educated clients on alternative options including repayment plans, special forbearance, modification, short sale, and deed in lieu to support informed decision-making
- Executed home loan modification processes
Loan Process Support I
Aerotek
Norfolk, USA
03.2012 - 09.2012
- Procured homeowners' financial documents for timely loan modification processing
- Managed tasks systematically from a prioritized queue to enhance efficiency.
- Completed project to meet a critical deadline for stakeholders.
- Executed various tasks assigned by management, including administrative and operational support.
- Engaged as a contracted professional by Bank of America for specific projects.
Collection Representative
Portfolio Recovery
Norfolk, USA
11.2011 - 03.2012
- Conducted calls to collect on delinquent accounts, improving recovery rates
- Delivered weekly and monthly reports to supervisor, ensuring transparency on account statuses
- Resolved customer complaints, enhancing customer satisfaction and retention
- Compiled and delivered weekly and monthly reports to direct supervisor
- Conducted skip tracing to locate individuals with outstanding debts
Education
Associate of Arts Degree - Paralegal Law
Tidewater Tech
Norfolk, USA 08.2000 - 08.2002
Skills
- Loan processing
- Closing Documentation
- Team Liaison
- Great communication skills
- Validate mortgage fees
- Accurate fee recording
- Exceptional customer service Representative
- Closing disclosure compliance
- Closing disclosure accuracy
Timeline
Home Loan Closer
Bank of America
02.2019 - 08.2023
Process Support Fulfillment
Bank of America
03.2018 - 01.2019
Relationship Manager I
Bank of America
08.2016 - 03.2018
Client Service Representative
Bank of America
04.2015 - 08.2016
Customer Relationship Manager II
Bank of America
09.2012 - 03.2015
Loan Process Support I
Aerotek
03.2012 - 09.2012
Collection Representative
Portfolio Recovery
11.2011 - 03.2012
Associate of Arts Degree - Paralegal Law
Tidewater Tech
08.2000 - 08.2002