Julie Ruiz
Chandler,AZ
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
8
8
years of professional experience
Work History
Accounts Service Representative
U.S. Bank
Remote
03.2025 - Current
- Coordinated account inquiries, providing timely assistance and solutions to customer issues.
- Verified customer identities and account details to facilitate secure transactions effectively.
- Resolved escalated concerns through effective communication, enhancing overall customer satisfaction levels.
- Educated clients on their end of term lease options and answered questions to remedy issues.
- Actively participated in team meetings to share best practices, discuss challenges, and contribute ideas for continuous improvement initiatives.
Fraud Specialist
Discover
Remote
09.2023 - 01.2024
- Contacted cardholders to verify if suspicious transactions were authorized by them.
- Investigating and resolving potential fraudulent transactions on credit card accounts.
- Gather information from merchants and cardholders to determine the legitimacy of a fraud claim.
Mortgage Loan Processor
Primelending/PenFed Credit Union
Chandler, AZ, Remote
03.2020 - 12.2022
- Managed full-cycle loan processing for conventional, FHA, VA, HELOC and first mortgage loans ensuring compliance with internal guidelines and regulatory requirements.
- Conducted thorough analysis of borrower financial situation and reviewed credit reports to assess risk and compliance with lending guidelines.
- Reviewed and verified income, assets, employment and credit report to ensure borrower eligibility and loan approval.
- Collaborated with real estate agents, loan officers, title companies and other parties involved to ensure seamless loan origination and closing.
- Work closely with borrowers to resolve issues and answer any questions during the application process.
- Coordinated the ordering of appraisals, credit report, title report and insurance documents.
- Maintained detailed and organized loan files ensuring all documentation complies with federal and state regulations. (TRID, RESPA, TILA)
- Proactively monitor loan progress to ensure timely closing, consistently meeting performance and customer satisfaction targets
- Thoroughly reviewed, investigated and resolved a volume of 60+ mortgage accounts following origination to ensure accurate information.
- Communicated with customers during the onboarding process.
- Collaborated with state county agents and insurance agents to ensure accurate loan findings.
- Reviewed and verified mortgage loan documents ensuring compliance.
- Assist with customer interaction calls, questions, concerns/issues
- Email/ Fax send and receive, closing documents, HUD-1, Deed of trust, Initial escrow disclosure, Note, verification of mortgage, loan statements, payment history, payoff quotes, 3rd party authorization, year-end statements, W-9, 1099, 1098, ACH forms, POA, death certificates, bank statements, bank transmittal documents, credit bureau disputes, missing payments.
- Research missing payments, reverse funds to escrow, principal, fees, or monthly payment s.
- Provide step by step online registration access, reset passwords/security questions, unlock/delete accounts, set up one time payments, auto draft
- Payoff quotes to homeowners, authorized 3rd parties, client managers.
- Speak with client managers for approvals, payoffs, and refinances.
- Update/change personal loan information, address, phone numbers, name changes, adding an authorized 3rd party.
- Manage escrow funds, run analysis, spread shortages.
- Work directly with tax authority, parish, township, county, city, school, MUD, supplemental, call and verify information, issue payments, update parcel numbers, update tax exemptions, update tax line amounts, delinquent tax notices, tax liens.
- Speak directly to insurance agents, provide mortgagee clause, disburse payments, and update policy renewal/cancellation, specialty policies, H-06, flood zone, FEMA certificates/maps, LOMA/LOMR.
- Update name changes, W-9’s, marriage certificate/divorce decree
- Stop/Reissue check payments and escrow refund/overage
- Outbound/ Welcome calls to new homeowners, verify account information
Mortgage Specialist
Cenlar FSB
Tempe, AZ
08.2018 - 02.2020
- Thoroughly reviewed, investigated and resolved a volume of 60+ mortgage accounts following origination to ensure accurate information.
- Communicated with customers during the onboarding process.
- Collaborated with state county agents and insurance agents to ensure accurate loan findings.
- Reviewed and verified mortgage loan documents ensuring compliance.
- Assist with customer interaction calls, questions, concerns/issues
- Email/ Fax send and receive, closing documents, HUD-1, Deed of trust, Initial escrow disclosure, Note, verification of mortgage, loan statements, payment history, payoff quotes, 3rd party authorization, year-end statements, W-9, 1099, 1098, ACH forms, POA, death certificates, bank statements, bank transmittal documents, credit bureau disputes, missing payments.
- Research missing payments, reverse funds to escrow, principal, fees, or monthly payment s.
- Provide step by step online registration access, reset passwords/security questions, unlock/delete accounts, set up one time online payments, auto draft ∙ Payoff quotes to homeowners, authorized 3rd parties, client managers. ∙ Speak with client managers for approvals, payoffs, and refinances.
- Update/Change personal loan information, address, phone numbers, name changes, adding an authorized 3rd party.
- Manage escrow funds, run analysis, spread shortages.
- Work directly with tax authority, parish, township, county, city,school, MUD, supplemental, call and verify information, issue payments, update parcel numbers, update tax exemptions, update tax line amounts, delinquent tax notices, tax liens.
- Speak directly to insurance agents, provide mortgagee clause, disburse payments, and update policy renewal/cancellation, specialty policies, H-06, flood zone, FEMA certificates/maps, LOMA/LOMR.
- Update name changes, W-9’s, marriage certificate/divorce decree
- Stop/Reissue check payments and escrow refund/overage
- Outbound/ Welcome calls to new homeowners, verify account information
Education
Chandler - Gilbert Community College
Skills
- Attention to detail
- Time Management
- Personal Coaching
- Team collaboration
- Adaptability and flexibility
- Risk Management
- Task prioritization
- Calm and professional under pressure
- Organizational skills
- Customer service
- Problem-solving abilities
Timeline
Accounts Service Representative
U.S. Bank
03.2025 - Current
Fraud Specialist
Discover
09.2023 - 01.2024
Mortgage Loan Processor
Primelending/PenFed Credit Union
03.2020 - 12.2022
Mortgage Specialist
Cenlar FSB
08.2018 - 02.2020
Chandler - Gilbert Community College