Summary
Overview
Work History
Education
Skills
Timeline
Generic

JOY GRISSOM

Fort Worth,Texas

Summary


Professional with solid background in customer service, adept at resolving complex issues and enhancing client satisfaction. Strong emphasis on team collaboration and achieving measurable results, adaptable to changing needs. Skilled in communication, problem-solving, and conflict resolution, with focus on delivering high-quality service. Recognized for reliability and ability to foster positive relationships with both customers and colleagues.

Overview

23
23
years of professional experience

Work History

Sr. Customer Service Advocate

United HealthGroup / Optum RX
01.2023 - Current
  • Selected for special projects based on merits/metrics
  • Call Center Environment processing Members/Patients with pharmaceutical needs, i.e., medications, benefits, enrollment in home delivery pharmacy.
  • Responding to healthcare members, particularly in stressful situations
  • Position resides within a high call volume setting, developing knowledge of our multiple levels of benefits including healthcare benefits, medications/prescriptions for both Commercial and Medicare members
  • Drug pricing, discussing deductibles, Medicare coverage gaps, refills of medications, submission of prior authorizations to PA team
  • REMOTE

Senior Underwriter/ DE, Conventional (Conforming/High Balance)

Supreme Lending
07.2020 - 05.2022
  • FNMA/FHLMC Conventional loan analysis
  • FHA loan analysis
  • DU/LP Proficient
  • Maintaining compliance with lending, underwriting, and government requirements
  • Building/Strengthening relationships / Team Player
  • Self- motivated – minimal supervision
  • Texas Bond loan programs
  • Evaluated borrowers’ creditworthiness and determined if loan applications met minimum bank, investor, and loan program standards. Reviewed and validated income, assets, credit, and collateral
  • Multi state underwriter
  • REMOTE

Closed Loan Auditor / Post Closing Underwriter

Evolve Mortgage Services
08.2019 - 04.2020
  • Analysis of Borrowers’ Credit Profile, Income, Assets, and Collateral
  • Analyzing all types of Tax Returns & Multi Rental properties
  • Attention to Detail & Accuracy
  • Excellent communication skills (oral/written)
  • Conventional loans, conforming/Jumbo
  • REMOTE

SR Underwriter DE, Conventional, & Specialty Underwriter (Jumbo Loans)

CMG Financial
06.2013 - 09.2018
  • Underwrote FHA, Conventional conforming and non-conforming (JUMBO) loans up to $2 million and AIO loans in a fast-paced wholesale environment.
  • Maintained compliance with lending, underwriting, and government requirements.
  • Evaluated borrowers’ creditworthiness and determined if loan applications met minimum bank, investor, and loan program standards. Reviewed and validated income, assets, credit, and collateral.
  • Balanced the need for loan-volume growth with necessity for optimum underwriting quality to analyze and minimize risk while maximizing profitability.
  • REMOTE

Underwriter

Wells Fargo Private Mortgage
06.2010 - 06.2013
  • Underwrote conventional conforming purchase and refinance transactions. Effectively managed individual pipeline and multiple projects. Worked extensively with complex self-employed borrowers.
  • Evaluated financial strength of borrowers to determine risk and repayment ability and made recommendations for a variety of credit risk levels.
  • Demonstrated excellent follow-through with borrowers, sales staff, loan processors, loan originators, and management throughout all phases of the underwriting process.
  • Worked closely with internal and external customers to provide outstanding customer service.
  • Trained new staff underwriters according to company policies, procedures, and philosophy.

Loan Officer/Production Partner/Banking Officer

Southwest Bank Mortgage
05.2006 - 04.2010
  • Originated mortgage loans through Fannie Mae and Freddie Mac automated u/w systems; conventional and FHA financing; conforming and non-conforming loans; and single lien and two lien loan structures.
  • Leveraged relationships with local real estate agents and bank employees to obtain referrals.
  • Led Loan Officers in the department with ongoing changes including mortgage software, new guidelines, production, and compliance requirements.
  • Referred business to bank for interim and commercial loans.
  • Co-originated and closed loans with the President of mortgage division.
  • YEAR ANNUAL AVERAGE LOAN ANNUAL UNITS AVERAGE CLOSED PER MONTH
  • 2009 $73 million $300,000 233+ 20–25
  • 2008 $65 million $300,000 216+ 20–25
  • 2007 $63 million $300,000 210+ 20–25
  • 2006 $64 million $300,000 213+ 20–25

Loan Officer

Wells Fargo Home Mortgage
10.2004 - 01.2006
  • Originated mortgage loans via Fannie and Freddie automated engines; conventional, FHA, and VA financing; conforming and non-conforming loan sizes.
  • Obtained referrals from local real estate agents and bank employees.
  • Floated from branch to branch training and coaching branch platform employees to investigate and discover mortgage referrals.

Assistant Vice President / Loan Officer

First Community Bank
12.2002 - 04.2004
  • Originated mortgage loans via referrals from local real estate agents and bank employees.
  • Processed conventional, FHA, and VA financing; conforming and non-conforming loans.
  • Approved or denied loans based on final value analysis.
  • Leveraged knowledge of loan products to help restructure declined loans for subsequent approvals.

Education

General Studies

University of Oklahoma
Norman, OK

Skills

  • Lending & underwriting guidelines
  • Risk assessment & mitigation
  • Superior customer service skills
  • High volume call center work environment
  • Superior customer satisfaction reviews
  • Cash flow, credit, and income analysis
  • Consistent above-average performance rating
  • Excellent oral / written communication skills
  • Tax return analysis
  • Documentation review

Timeline

Sr. Customer Service Advocate

United HealthGroup / Optum RX
01.2023 - Current

Senior Underwriter/ DE, Conventional (Conforming/High Balance)

Supreme Lending
07.2020 - 05.2022

Closed Loan Auditor / Post Closing Underwriter

Evolve Mortgage Services
08.2019 - 04.2020

SR Underwriter DE, Conventional, & Specialty Underwriter (Jumbo Loans)

CMG Financial
06.2013 - 09.2018

Underwriter

Wells Fargo Private Mortgage
06.2010 - 06.2013

Loan Officer/Production Partner/Banking Officer

Southwest Bank Mortgage
05.2006 - 04.2010

Loan Officer

Wells Fargo Home Mortgage
10.2004 - 01.2006

Assistant Vice President / Loan Officer

First Community Bank
12.2002 - 04.2004

General Studies

University of Oklahoma

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