Summary
Overview
Work History
Education
Skills
References
System Usage
Timeline
Generic

Joy Newsom

Jacksonville,FL

Summary

Experienced Home Mortgage Advisor with a proven track record, adept in risk mitigation and superior customer service. Excelled in increasing sales volume through strategic partnerships and analytical skills. Recognized for excellence in customer service. I am seeking a new opportunity where my skillset can be best utilized for professional growth.

Overview

22
22
years of professional experience

Work History

Home Mortgage Advisor (MLO) NMLS#1507068

Community First Credit Union of Florida
Jacksonville, FL
05.2016 - Current
  • Maintained a high mortgage sales volume using various internal referral channels, and external prospects.
  • Managed borrower inquiries through the phone call queue, emails, or text messages.
  • Developed and maintained a portfolio of realtor partners to ensure repeat business. Cultivated strong relationships with various third-party vendors.
  • Independently manage vast pipeline from application to closing.
  • Provided detailed consultation services to borrowers regarding the various types of mortgage loan options available to them.
  • Assisted borrowers in the submission of loan applications (1003), gathering and analyzing necessary documents, and ensuring the accuracy of the information provided.
  • Performed due diligence reviews on every applicant and potential borrower by verifying employment status, income sources, asset values, DU findings, and credit history.
  • Generated loan documents and regulatory disclosures via DocuSign.
  • Work closely with the processing and underwriting departments to clear all loan conditions.
  • Follow up on all declined loans to discuss the final loan decision.
  • Attended networking events regularly to promote our lending products and services among potential borrowers and realtor partners.
  • Continuity of training, sales development, new lending regulations, and industry trends.

Phone Loan Processor

Community First Credit Union of Florida
Jacksonville, FL
05.2015 - 05.2016
  • Originating consumer loan applications from members via the inbound/outbound phone queue, using the Opening Act and Meridian Link systems.
  • Discussed the various types of loans available and advised on the best product suited for the member's needs.
  • Process member payments, resolve complex loan inquiries, and work closely with the underwriting and funding departments to clear conditions.
  • Cross-sell CUNA products (MRC, CL/CD GAP coverage) for all applicable loan applications.

Member/Provider Services Representative

Amerihealth Caritas
Jacksonville, FL
02.2014 - 05.2015
  • Provided customer support for members and providers on behalf of several Medicaid-managed health insurance plans.
  • Provided benefit information, reviewed claims, verification of member eligibility, grievance support, and various other provider/member requests.
  • Resolved customer complaints and escalated more complex issues to senior staff leaders.
  • *Recognized for Quality Customer Service by management in 2014.

Mortgage Loan Processor

The Stonehill Group, LLC
Jacksonville, FL
06.2013 - 09.2013
  • Process conventional mortgage loans for CDC Federal Credit Union, and ensure compliance based on lender, investor, and federal regulations.
  • Reviewed loan applications, documentation, income, assets, appraisal, and verified the accuracy of borrower information.
  • Submitted detailed loan packages to the underwriting department to facilitate the approval or denial processes.
  • Communicated regularly with borrowers, and all parties affiliated with the transaction, to provide status updates throughout the loan process.
  • Managed pipeline of loan applications to ensure efficient processing.
  • Coordinate and schedule the closing date.

Default Support Auditor

LPS (Lender Processing Services)
Jacksonville, FL
07.2008 - 05.2013
  • Analyzed and audited foreclosure bids for accuracy per state, investor, mortgage insurance guidelines, and/or client specifications.
  • Interface accurate foreclosure bids to the designated attorney counsel, for scheduled foreclosure sales.
  • Final audit of bankruptcy breakdowns, payoff statements, reinstatement quotes, and sales reporting results for various clients.
  • Answer correspondence from the client, attorney, via intercom, email, telephone, or facsimile.
  • *Created and implemented training manuals for existing and future employee development.

Tax Research Specialist

LPS (formerly FNIS)
Jacksonville, FL
03.2006 - 07.2008
  • Review, authorize, and monitor corporate advance accounts, and recoverable write-offs relative to property tax penalties & interest and errors.
  • Process tax disbursements, initiate an escrow analysis per client or customer request; set up property tax lines.
  • Maintain deadline schedules to prevent property loss due to non-payment of property taxes
  • Utilize telephone, email, or written correspondence skills to communicate with the lender, attorney, mortgagor, and tax agencies.

Sales Support Specialist

Superstock, Inc.
Jacksonville, FL
10.2004 - 02.2006
  • Contact dormant, new, or prospective clients via outbound calls, and update existing customer records as required.
  • Assisted the legal department in obtaining researched data on new and existing copyright infringement cases.
  • Provided assistance in the mailroom and after-hour reception duties.

Mortgage Specialist

Washington Mutual
Jacksonville, FL
03.2003 - 07.2004
  • Default collections on pre-foreclosure mortgage loans (30-120 days collections); establish repayment plans; assist with loss mitigation requests.
  • Inbound/Outbound operations; ALSS, Fidelity, and Davox Dialer system usage.
  • *Customer Service Specialist: recognition for Excellence in Customer Service (2004)

Education

Successful Completion - Real Estate Agent program

Florida State College
Jacksonville, FL
01.2013

High School -

Edward H. White Senior High School
Jacksonville, FL

Florida Community College
Jacksonville, FL

Skills

  • Typing 50 to 65 WPM
  • 10 key typing
  • Microsoft Office Suite
  • Superior customer service
  • Sales
  • Mortgage lending
  • Income evaluation
  • Documentation review
  • Increase sales volume
  • Risk Mitigation
  • Negotiation skills
  • Multitasking Abilities
  • Analytical skills
  • Problem-solving aptitude

References

References furnished upon request.

System Usage

  • Fidelity (LPS/MSP)
  • Desktop (Process Management)
  • Calyx
  • Mortgage Cadence BPO Direct
  • New Image Express
  • Fiserv
  • DocuSign
  • Citrix
  • DataVerify
  • Davox Dialer
  • Webex
  • Symitar systems

Timeline

Home Mortgage Advisor (MLO) NMLS#1507068

Community First Credit Union of Florida
05.2016 - Current

Phone Loan Processor

Community First Credit Union of Florida
05.2015 - 05.2016

Member/Provider Services Representative

Amerihealth Caritas
02.2014 - 05.2015

Mortgage Loan Processor

The Stonehill Group, LLC
06.2013 - 09.2013

Default Support Auditor

LPS (Lender Processing Services)
07.2008 - 05.2013

Tax Research Specialist

LPS (formerly FNIS)
03.2006 - 07.2008

Sales Support Specialist

Superstock, Inc.
10.2004 - 02.2006

Mortgage Specialist

Washington Mutual
03.2003 - 07.2004

Successful Completion - Real Estate Agent program

Florida State College

High School -

Edward H. White Senior High School

Florida Community College

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Joy Newsom