Jill Gallagher
SAUGUS,MA
Summary
Results-oriented Loan Processor highly effective at coordinating documents and processes between departments, individuals and government offices. Expert negotiator, problem solver and organizer. Over 11 years of experience in loan processing and mortgages.
Overview
22
22
years of professional experience
Work History
Loan Processor
Carvant Financial LLC
11.2021 - 06.2023
- Calculated income, assets and liabilities to meet lender requirements.
- Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Completed over 100 customer calls per day.
- Managed conditions sent from underwriting departments.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Verified client financial information to determine creditworthiness and loan eligibility.
- Informed customers of loan application requirements and deadlines.
- Approved or denied loan applications and explained reasoning behind decisions.
- Collaborated with company teams to expedite loan approval processes.
- Assessed feasibility of loan approval by reviewing financial histories, available credit and current employment.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Developed and maintained relationships with customers and loan officers to establish smooth loan process.
- Set up and completed loan submission packages.
- Processed loan applications and monitored progress from start to finish.
Office Manager/Underwriting and Funding Coordinator
Pro Dealer Finance Brokers, LLC
06.2016 - 10.2021
- Signed up 97% of dealerships doing business with company.
- Managed over 50 customer calls per day.
- Increased sales by 95%.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Reviewed files and records to obtain information and respond to requests.
- Used judgment and initiative in handling confidential matters and requests.
- Coded and entered daily invoices with in-house accounting software.
- Managed office budget to handle inventory, postage and vendor services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Produced thorough, accurate and timely reports of project activities.
- Analyzed business performance data and forecasted business results for upper management.
- Reviewed and validated details of loan applications and closing documentation
- Set up, stored and updated customer files, department records and regulatory paperwork
- Affirmed loan document accuracy to protect lenders from potential fraud
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants
- Consulted with outside vendors to identify and resolve loan closing issues
- Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications
- Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility
- Analyzed credit reports to assess risk and determine applicants' ability to repay loans
- Interviewed loan applicants to obtain personal and financial data to assist in completing applications
- Provided professional advice on loan applications by interviewing applicants, reviewing applications and verifying information gathered
- Liaised with credit bureaus, employers and other sources to check applicants' credit and personal references
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations
Sales/underwriting and Funding Coordinator
Persian Acceptance
01.2012 - 03.2016
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Started as verifier and moved up to loan processor.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Averaged managing over 100 calls daily.
- Used judgment and initiative in handling confidential matters and requests.
- Calculated income, assets and liabilities to meet lender requirements.
- Supported loan officiant and underwriter teams by ensuring timely, judicious and accurate loan processing.
- Reviewed and verified borrowers' income, credit reports and property appraisals to prepare documents for underwriting.
- Reviewed initial client documentation to structure and submit loan package.
- Interfaced with borrowers to obtain needed items and prepare applications for underwriting review.
- Evaluated financial statements and contacted institutions and customers to clarify details.
- Filed completed packages quickly and efficiently.
- Interviewed applicants to identify needs and evaluate eligibility for loans or mortgages.
- Updated client account information and records in company databases.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Approved or denied loan applications and explained reasoning behind decisions.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
Customer Service Representative
Special Occasions by Saugus Shoe
10.2001 - 10.2011
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Managed over 75 customer calls daily.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Increased sales by 68%.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Mentored new employees on procedures and policies to maximize team performance.
- Educated customers on special pricing opportunities and company offerings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Made outbound calls to obtain account information.
- Offered advice and assistance to customers, paying attention to special needs or wants
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Processed customer service orders promptly to increase customer satisfaction
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Provided primary customer support to internal and external customers
- Tracked customer service cases and updated service software with customer information
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Exhibited high energy and professionalism when dealing with clients and staff
- Met customer call guidelines for service levels, handle time and productivity
- Educated customers about billing, payment processing and support policies and procedures
- Responded proactively and positively to rapid change
Education
High School Diploma -
Chelsea High School
Chelsea, MASkills
- Customer Service
- Loan Origination and Underwriting
- Attention to Detail
- Information Verification
- Completing Interviews
- Client Data Gathering
- Documentation
- Loan Closing
- Sound Judgment
- Processing Documents
- Dedicated Work Ethic
- File Management
- Teamwork and Collaboration
- Contract Finalization
Timeline
Loan Processor
Carvant Financial LLC
11.2021 - 06.2023
Office Manager/Underwriting and Funding Coordinator
Pro Dealer Finance Brokers, LLC
06.2016 - 10.2021
Sales/underwriting and Funding Coordinator
Persian Acceptance
01.2012 - 03.2016
Customer Service Representative
Special Occasions by Saugus Shoe
10.2001 - 10.2011
High School Diploma -
Chelsea High School
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