KRYSTAL M. RODRIGUEZ
St. Cloud,FL
Summary
Self-motivated leader with strong administrative, organizational and prioritization abilities with strong verbal and written skills. 7+ years of experience using encompass as well as 7+ years of retail mortgage experience. Experienced in managing a pipeline of 80+ loans with an operations team of 12+. Exceptional customer services skills with 14-years of experience. Bilingual. Ability to meet dead lines and multi task while being detail oriented. Skilled Complex Problem Solving. Microsoft Office: Word, Excel Excellent Time Management Fast learner
Overview
16
16
years of professional experience
Work History
Mortgage Manager
CMR Construction and Roofing
St. Cloud, FL
03.2024 - Current
- Delegated new tasks to team members while preparing mortgage packets.
- Resolved high-level issues through direct communication.
- Confirmed prompt mailing of claim checks mortgage disbursements.
- Organized weekly meetings with senior management to review departmental goals and objectives.
- Collaborated with other departments to ensure smooth flow of operations across multiple teams.
Pipeline Manager
Cross Country Mortgage
Davenport, FL
11.2021 - 11.2022
- Monitored staff performance and addressed issues.
- Monthly trainings for the sales team to ensure a better flow of process.
- Evaluated client situations and recommended optimal products to meet individual needs.
- Weekly pipeline meetings with individual employees as well as team meetings to maintain good moral.
- Monitored large pipelines to ensure closing dates were maintained.
Sr Loan Processor
Alterra Home Loans
Orlando, FL
10.2019 - 11.2021
- Managed conditions sent from underwriting departments.
- Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Evaluated financial statements and contacted institutions and customers to clarify details.
- Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
- Checked approvals against established bank and government lending standards.
- Upheld compliance with privacy and security requirements, as well as federal statutes covering VA loans.
- Calculated income, assets and liabilities to meet lender requirements.
- Interfaced with borrowers to obtain needed items and prepare applications for underwriting review.
- Structured loan packages by properly analyzing credit reports, income and asset documents.
- Reviewed and verified borrowers' income, credit reports and property appraisals to prepare documents for underwriting.
- Supported loan officiant and underwriter teams by ensuring timely, judicious and accurate loan processing.
- Maintained fast-paced schedule by consistently providing satisfactory application approval turnaround times.
Jr Loan Processor
Columbus Capital Lending, LLC
Orlando, FL
08.2018 - 10.2019
- Gathered property appraisals, surveys and tax records to update mortgage loan files.
- Inspected loan documentation for mistakes and corrected discrepancies.
- Obtained and verified clearance of underwriting conditions to prepare loan file for submission and approval.
- Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Contacted outside sources, references and vendors to verify client financial information.
- Managed conditions sent from underwriting departments.
- Managed loan application pipeline by completing and submitting reports within allotted turn-around times.
- Evaluated financial statements and contacted institutions and customers to clarify details.
- Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
- Checked approvals against established bank and government lending standards.
Loan Closer
Union Home Mortgage
Celebration, FL
02.2018 - 08.2018
- Performed post-closing checks of mortgage loan documentation.
- Reviewed records for accuracy and completeness to maximize compliance and prevent errors.
- Managed loan packages and prepared closing instructions for staff.
- Completed transaction documents such as buyer, seller and HUD paperwork.
- Assembled and compiled documents for loan closings.
- Prepared and delivered loan documents to title and escrow teams.
- Reviewed and corrected errors on interest, principal and closing costs.
- Delivered excellent customer service by identifying needs and recommending custom solutions.
- Handled pipeline of active deals in closing stage.
- Read and interpreted loan and legal documentation.
- Reviewed loan applications and supporting documentation for completeness and compliance.
Closing Analyst
The Federal Savings Bank
Celebration, FL
09.2016 - 01.2018
- Prepared and delivered loan documents to title and escrow teams.
- Reviewed and corrected errors on interest, principal and closing costs.
- Examined and verified information in loan application and closing documents.
- Performed post-closing checks of mortgage loan documentation.
- Reviewed records for accuracy and completeness to maximize compliance and prevent errors.
- Completed transaction documents such as buyer, seller and HUD paperwork.
Quality Control Analyst / Jr Loan Processor
Columbus Capital Lending
Orlando, FL
05.2015 - 09.2016
- Initiating loan application process by reviewing all necessary documents are in file as well as accurately update and correct any documents and or file to ensure compliance by federal and state laws
- Solid understanding of FHA, VA, and Fannie Mae loan guidelines
- Order and review initial items for a mortgage loan file including but not limited to
- Verification of Employments, Verification of Rent, Title Commitment, Flood
- Certificates, FHA case number, Appraisal, VA Eligibility Certificates, transcripts
- Provide back up and assistance to Mortgage Loan Processor with conditions
- Assist Loan Officers in obtaining Processor conditions
- Built and maintained working relationships with peers and upper management.
- Looked for ways to go above and beyond job requirements.
- Developed positive customer relationships through friendly greeting and excellent service.
CSS Team Member I
Westgate Resorts
Orlando, FL
01.2013 - 05.2014
- Identify and research overdue accounts, using computers and a variety of automated systems
- Thoroughly research and answer Timeshare owners' questions regarding problems with their accounts
- Persuade Timeshare owners to pay amounts due on accounts, or to rewrite their contract with new inventory and/or terms more suitable to their current needs and satisfaction
- Perform various administrative functions for assigned accounts, including keeping record of communications, account status and resolution efforts.
- Developed positive customer relationships through friendly greeting and excellent service.
- Addressed customer needs, responding to specific requests.
Complaint Resolution Analyst
Westgate Resorts
Orlando, FL
03.2011 - 01.2013
- Review correspondence from Timeshare owners, prospect owners, guests, BBB,
- Attorney General related to complaints involving the sales process, resort experience, customer service, etc
- Conduct initial phone communication with disputants to clarify issues, identify underlying concerns, and develop an understanding of their perspective, needs and interests
- Communicate with respective area management personnel and compile any related facts to prepare for written rebuttal response or court case
- Research laws, regulations, policies, or precedent decisions to prepare for responses and rebuttals
- Evaluate information collected to determine extent of liability according to evidence, policies and procedures, contract and applicable Real Estate laws
- Consult with company lawyers to determine best resolution options
- Use mediation techniques to facilitate communication between disputants and the company to further parties' understanding of different perspectives, and to guide parties toward mutual agreement
- Prepare correspondence concerning settlement agreements or decisions regarding cases.
Owner Relations Team Member
Westgate Resorts
Orlando, FL
03.2009 - 03.2011
- Answer calls originated by Timeshare owners in order to assist answering questions related to their ownership and any problems with their accounts
- Educate and assist Timeshare owners in learning how to maximize the use and benefits of their ownership, including booking reservations
- Advise Timeshare owners of any outstanding balances, collect and process mortgage payments, HOA fees and reservation fees
- Manage and resolve irate Timeshare owners' complaints
- Document all Timeshare owner calls received, including transactions, inquiries, complaints, or comments, as well as actions taken
- Follow up to ensure that appropriate changes were made to resolve owners'requests, otherwise refer them to designated departments for further investigation
- Contact Timeshare owners to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Education
High School Diploma -
Liberty High School
Kissimmee, FL05.2008
Skills
- Proven Leadership Experience
- Proficient in Encompass Software
- Excellent Problem-Solving Skills
- Extensive Retail Mortgage Experience
- Proficient in Spanish
- Thorough Analysis Skills
- Proficient Computer Skills
- Strong Work Ethic
- Positive Interpersonal Skills
Timeline
Mortgage Manager
CMR Construction and Roofing
03.2024 - Current
Pipeline Manager
Cross Country Mortgage
11.2021 - 11.2022
Sr Loan Processor
Alterra Home Loans
10.2019 - 11.2021
Jr Loan Processor
Columbus Capital Lending, LLC
08.2018 - 10.2019
Loan Closer
Union Home Mortgage
02.2018 - 08.2018
Closing Analyst
The Federal Savings Bank
09.2016 - 01.2018
Quality Control Analyst / Jr Loan Processor
Columbus Capital Lending
05.2015 - 09.2016
CSS Team Member I
Westgate Resorts
01.2013 - 05.2014
Complaint Resolution Analyst
Westgate Resorts
03.2011 - 01.2013
Owner Relations Team Member
Westgate Resorts
03.2009 - 03.2011
High School Diploma -
Liberty High School
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