Laura Rayner
Nottingham,MD
Summary
Successfully manages high volumes of loan documentation in fast-paced environments with demanding productivity, funding and customer satisfaction targets. Familiar with verifying tax, credit, employment, loan, personal and residential histories. Comfortable working alone or with team members to accomplish tasks and enhance processes.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
18
years of professional experience
Work History
Mortgage Loan Processor
Contour Mortgage Corporation
Towson , MD
2020.01 - 2023.07
- Reviewed loan applications and verified accuracy of borrower information.
- Assessed credit reports to determine eligibility for mortgage loans.
- Processed loan documents and ensured compliance with federal regulations.
- Provided customer service by responding to inquiries regarding loan status.
- Verified that all conditions of the loan have been met prior to disbursement of funds.
- Analyzed financial data such as income, assets, liabilities, and credit history to determine risk factors associated with each loan application.
- Submitted completed loan packages to underwriting department for approval or denial decisions.
- Ordered appraisals and title services on behalf of borrowers when necessary.
- Compiled documentation required for submission to government agencies for processing.
- Maintained accurate records in accordance with company policy and procedures.
- Communicated regularly with customers throughout the entire process from origination through closing.
- Researched discrepancies in documentation received from applicants or third parties.
- Examined collateral property values to ensure they meet investor guidelines.
- Coordinated activities between lenders, attorneys, realtors, insurance companies.
- Reviewed HUD-1 settlement statements prior to closings.
- Organized files electronically according to document type and date received.
- Performed post-closing follow up on file completion requirements.
- Submitted detailed loan packages to underwriting department to facilitate approval or denial processes.
- Managed loan application pipeline by completing and submitting reports within allotted turn-around times.
- Obtained and verified clearance of underwriting conditions to prepare loan file for submission and approval.
- Managed conditions sent from underwriting departments.
- Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Determined loan eligibility by conducting income analysis, credit checks and repayment ability reviews.
- Inspected loan documentation for mistakes and corrected discrepancies.
- Contacted outside sources, references and vendors to verify client financial information.
- Gathered property appraisals, surveys and tax records to update mortgage loan files.
- Evaluated and adjusted loan files to meet banking, federal and secondary market regulations.
- Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
- Evaluated financial statements and contacted institutions and customers to clarify details.
- Created and completed loan submission packages.
- Checked approvals against established bank and government lending standards.
- Completed closing process by collaborating with attorneys, title companies and government clerks.
- Maintained complete confidentiality of submitted information according to release guidelines.
- Upheld compliance with privacy and security requirements, as well as federal statutes covering VA loans.
- Educated clients regarding guidelines and adjustments of loan contracts and packages.
- Filed completed packages quickly and efficiently.
- Assessed financial means and desires of each client in order to set up appropriate mortgage packages.
Loan Opening Manager
Contour Mortgage Corporation
Towson , MD
2017.01 - 2019.12
- Reviewed loan applications and verified accuracy of borrower information.
- Provided customer service by responding to inquiries regarding loan status.
- Developed and implemented operational policies and procedures to ensure efficient business operations.
- Established, maintained, and enforced organizational standards of performance, quality, and safety compliance.
- Provided leadership and direction to staff members to ensure successful completion of projects on time and within budget.
- Collaborated with other managers across the organization to develop strategies that support overall company objectives.
- Implemented systems for tracking operational performance metrics.
- Oversaw inventory management activities including ordering supplies as needed.
- Investigated customer complaints related to product and service quality or delivery issues.
- Identified opportunities for process improvement initiatives through analysis of current processes and procedures.
- Managed day-to-day operations while ensuring high levels of customer satisfaction were met at all times.
- Maintained effective communication between staff members by providing guidance on tasks and projects or addressing any concerns they may have had about their work environment or job duties.
- Coordinated training sessions for new employees regarding company policies, procedures as well as job roles, responsibilities associated with their positions.
- Monitored team progress towards achieving milestones set forth in project plans.
- Resolved conflicts among team members by mediating disputes and proposing solutions that both parties could agree upon.
- Evaluated and enhanced workflow to implement best practices, reduce costs and increase staff motivation and satisfaction.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Loan Opener
Contour Mortgage Corporation
Towson , MD
2015.01 - 2016.12
- Reviewed loan applications and verified accuracy of borrower information.
- Assessed credit reports to determine eligibility for mortgage loans.
- Provided customer service by responding to inquiries regarding loan status.
- Ordered appraisals and title services on behalf of borrowers when necessary.
- Compiled documentation required for submission to government agencies for processing.
- Maintained accurate records in accordance with company policy and procedures.
- Communicated regularly with customers throughout the entire process from origination through closing.
- Researched discrepancies in documentation received from applicants or third parties.
- Managed loan application pipeline by completing and submitting reports within allotted turn-around times.
- Inspected loan documentation for mistakes and corrected discrepancies.
- Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
- Created and completed loan submission packages.
- Maintained complete confidentiality of submitted information according to release guidelines.
- Filed completed packages quickly and efficiently.
Loan Officer/Branch Manager Assistant
Contour Mortgage Corporation
Towson , MD
2012.08 - 2014.12
- Organized and maintained filing systems for documents and records.
- Scheduled meetings, appointments and travel arrangements for staff members.
- Provided administrative support to senior management team.
- Answered incoming calls, responded to emails, faxes and other inquiries from customers and vendors.
- Greeted visitors, clients and guests in a professional manner.
- Processed incoming mail on a daily basis including sorting, distributing and responding when necessary.
- Maintained an inventory of office supplies ensuring stock levels were adequate at all times.
- Compiled data into spreadsheets for analysis or reporting purposes.
- Developed positive relationships with internal customers through effective communication techniques.
- Proofread documents prior to distribution to ensure accuracy of content.
- Entered data into databases accurately and efficiently.
- Scanned documents using high-speed scanners for digital archiving purposes.
- Archived confidential material securely following established procedures.
- Served as contact person and source of information to maintain good communication with clients.
- Answered incoming calls and recorded accurate messages.
- Gathered and sorted data for inclusion in reports and files.
- Checked stock to determine inventory levels and maintain office supply products.
- Executed record filing systems to improve document management and organization.
Sales Associate
Jared Galleria Of Jewelry
White Marsh , MD
2005.08 - 2012.08
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
- Built relationships with customers to encourage repeat business.
- Organized stockroom shelves according to size, color or style.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Conducted inventories on a regular basis to track stock levels.
- Demonstrated product features and benefits for customers' needs.
- Handled customer complaints in a professional manner.
- Upsold additional items based on customer interests and needs.
- Tracked sales performance metrics to identify trends in the market place.
- Developed promotional strategies to increase sales volume.
- Attended weekly team meetings to review performance goals and objectives.
- Suggested ideas for improving store operations and increasing profits.
- Ensured compliance with all safety regulations while handling hazardous materials.
- Maintained cleanliness of store environment including floors, windows, displays.
- Collaborated with management teams to develop innovative marketing strategies.
- Analyzed customer feedback data to recommend improvements in service quality.
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Answered incoming telephone calls to provide store, products and services information.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Collected payments and provided accurate change.
- Worked with fellow sales team members to achieve group targets.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Developed trusting relationships with customers by making personal connections.
- Assessed customer needs to provide assistance and information on product features.
- Built and maintained relationships with peers and upper management to drive team success.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Used technology resources to assist customers in locating and selecting items.
- Trained new team members in cash register operation, stock procedures and customer services.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Adhered to company initiatives and achieved established goals.
- Increased purchase amounts by cross-selling with similar products.
- Reviewed files, recordings and other documents to obtain information to respond to requests.
Education
High School Diploma -
John Carroll High School
Bel Air, MD06.1999
Skills
- Appraisals
- Application Preparation
- Proficient in Microsoft
- Proficient in Encompass
- Verifying Information
- Information Verification
- Financial Document Review
- Reviewing Financial Paperwork
- Processing Documents
- Calculations Review
- Customer Account Review
- Credit Verification
- Data Collection
- Employment Verification
- Personal Data Collection
- File Management
- Mortgage Loan Processing
- Loan Application Preparation
- Financial Data Collection
- CRM Software
- Data Entry
- Credit Applications
- Application Review
- Closing Documentation
- Government Lending
- Decision-Making
- Mortgage Broker Collaboration
- Consumer Loan Underwriting
- Mortgage Closing Scheduling
- Microsoft Office
- Customer Communication
- Customer Service
- Lending Software Systems
- Legal Documentation
- Desktop Underwriter
- Property Appraisals
- Loan Records Filing and Maintenance
- Problem-Solving
Accomplishments
I have received many reviews from clients for the outstanding customer service I provide. They have personally reached out to my branch managers and left 5 star reviews on Google, Birdseye, Zillow, etc.
References
References available upon request.
Timeline
Mortgage Loan Processor
Contour Mortgage Corporation
2020.01 - 2023.07
Loan Opening Manager
Contour Mortgage Corporation
2017.01 - 2019.12
Loan Opener
Contour Mortgage Corporation
2015.01 - 2016.12
Loan Officer/Branch Manager Assistant
Contour Mortgage Corporation
2012.08 - 2014.12
Sales Associate
Jared Galleria Of Jewelry
2005.08 - 2012.08
High School Diploma -
John Carroll High School
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