Esther Romero
Anaheim,CA
Summary
Client Service Representative with a track record of boosting customer satisfaction ratings through prompt resolution of inquiries and effective problem-solving. Proven ability to manage mortgage loan processing efficiently, ensuring compliance while delivering exceptional service that strengthens client trust and loyalty.
Overview
2025
2025
years of professional experience
Work History
Client Service Representative II
Bank of America
Brea, California
01.2010 - 12.2024
- Assisted clients with account inquiries and banking services, ensuring timely support.
- Executed accurate transaction processing using banking software, ensuring compliance and efficiency.
- Responded to incoming customer calls regarding billing inquiries and product concerns to provide clear information. from customers regarding billing inquiries, technical issues, product concerns.
- Delivered a high level of service to clients to both maintain and extend relationships for future business opportunities.
- Demonstrated excellent listening skills and empathy toward customers needs and concerns.
- Educated clients on financial products and services to enhance understanding.
- Maintained up-to-date knowledge of bank policies and regulations for compliance.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Presented and explained fees, clearly clarifying per company policies.
- Processed orders, and refunds accurately and promptly.
- Created detailed notes in customer profiles to keep track of conversations and requests.
- Researched solutions using available resources including internal databases and external sources.
- Boosted customer satisfaction ratings through prompt resolution of inquiries and effective solutions.
- Resolved discrepancies to prevent key account losses, enhancing customer trust and retention.
- Updated databases with new and modified customer data.
- Adhered to all applicable laws and regulations while performing job duties.
Home Service Specialist II
Bank of America
Brea, California
- Analyzed financial data such as income, assets, liabilities, and credit history to determine risk factors associated with each loan application.
- Examined and verified information within loan applications and closing documents for accuracy.
- Inspected loan documentation and loan closing documents for mistakes and corrected discrepancies.
- Verified that all conditions of the loan have been met prior to loan closing documents and funding stages of loan process.
- Communicated regularly with customers throughout the entire process from origination through closing.
- Managed pipeline of loan applications to ensure efficient processing.
- Gathered property appraisals, surveys, and tax records to update mortgage loan files.
- Organized files electronically according to document type and date received.
- Scanned and uploaded loan and related documents into the system.
- Coordinated with underwriters to resolve loan application issues and discrepancies.
- Worked with third-party vendors to address and clear loan closing requirements.
- Facilitated the resolution of appraisal and title issues.
- Analyzed HUD-1 settlement statements for accuracy before closing to prevent discrepancies and ensure smooth transactions.
- Facilitated coordination among lenders, attorneys, realtors, and insurance companies to streamline the loan closing process.
- Interviewed loan applicants to obtain personal and financial data and assist in completing applications.
- Maintained accurate records in accordance with company policy and procedures.
Client Relationship Manager II
Bank of America
Brea, CA
- Cultivated strong client relationships through regular, effective communication, enhancing trust and engagement.
- Single point of contact for and trusted advisor for borrowers involved in the default servicing lifecycle. Guiding customers through the retention and/or liquidation process.
- Managed large portfolio of loans in default, loan modification, document collection/validation, NPV modeling, 2nd mortgage modification, short sale/DIL, and answered technical foreclosure questions.
- Monitored clients accounts for trial payments, including lengthy repayment plans, special forbearance, and loan modification which included processing of mortgage payments.
- Collaborated across departments to enhance service delivery for improved client experiences.
- Ensured adherence to contractual obligations, meeting all deadlines as specified.
- Provided guidance to clients regarding their concerns to enhance understanding.
Senior Loan Processor
Home Loan Mortgage
Brea, California
- Evaluated loan applications for accuracy, completeness, and compliance with state and federal regulations.
- Reviewed and verified borrowers' income, credit reports and property appraisals to prepare documents for underwriting.
- Prepared and submitted detailed loan packages to the underwriting department for approval.
- Collaborated closely with underwriters when reviewing files for final approval.
- Managed conditions sent from underwriting departments.
- Tracked loan progress throughout the origination process from pre-qualification to post-closing to meet critical deadlines.
- Coordinated documentation collection from clients to expedite loan processing.
- Facilitated communication between lenders and clients during the processing phase to ensure smooth transactions.
- Supported loan officer's and underwriter teams by ensuring timely, judicious and accurate loan processing.
- Managed pipeline of loans ensuring that all deadlines are met and loans progress to closing.
- Mentored junior processors on best practices in loan processing procedures.
- Completed closing process by collaborating with a title companies and escrow companies.
- Coordinated appraisal orders and reviewed appraisal reports for accuracy and compliance.
- Communicated with applicants to gather additional information and answer queries regarding loan processes.
- Had signing authority to sign off prior to doc and prior to funding conditions.
- Ran files through Desktop Underwriting and Loan Prospector.
- Trained to be a conventional Underwriter.
Education
Life Insurance And Investments - Insurance
Primerica
Anaheim, CA09-2026
Real Estate License - Real Estate
Real Estate Trainers
Anaheim, CA06-2025
Notary Public - Notary Public And Certified Loan Signing Agent
National Notary
Anaheim, CA10-2012
Skills
- Call center experience
- Mortgage Loan Processing
- Mortgage Loan Underwriting
- Loan origination
- Strong written and verbal communication skills
- Problem-solving skills
- Complaint handling
- Customer focus
- Payment processing
- Data entry
- Policy adherence
- Attention to detail
- Service level agreements
- Computer/Online banking skills
- Financial product knowledge
- Adaptability
- Calm and professional under pressure
Timeline
Client Service Representative II
Bank of America
01.2010 - 12.2024
Home Service Specialist II
Bank of America
Client Relationship Manager II
Bank of America
Senior Loan Processor
Home Loan Mortgage
Life Insurance And Investments - Insurance
Primerica
Real Estate License - Real Estate
Real Estate Trainers
Notary Public - Notary Public And Certified Loan Signing Agent
National Notary