Summary
Overview
Work History
Skills
Timeline
Generic

LECHELLE HAMILTON

Dallas,,TX

Summary

Ambitious and highly detail-oriented professional experienced in all phases of office automation and financial management. Proven track record of providing excellent customer service in fast-paced environments. Adept at handling complex customer interactions, with strong written and verbal communication skills that facilitate the development of meaningful relationships with clients. Skilled in regulatory compliance, policy updates, and analytical tasks, including calculating premiums and deductibles. A leader who excels in achieving goals and objectives, with exceptional problem-solving abilities and a commitment to delivering high-quality service.

Overview

9
9
years of professional experience

Work History

Mortgage Loan Processor

AmeriHome Mortgage (Contract role)
Hybrid Irving,, TX
05.2025 - Current
  • Managed a pipeline of approximately 30 FHA Streamline refinance loans at any given time, ensuring timely and compliant file progression.
  • Maintained strong borrower communication, gathering conditions and documentation, while delivering a seamless customer experience.
  • Reviewed, packaged, and submitted loans to underwriting within 24–48 hours of receipt, with first-pass approvals on initial underwriter review (one and done).
  • Collaborated with loan officers and underwriters to troubleshoot files efficiently, ensuring minimal delays.
  • Demonstrated a deep understanding of FHA Streamline guidelines, resulting in clean submissions and accelerated loan cycle times.

Service Agent

Goosehead Insurance
-Remote Westlake, , TX
09.2022 - 04.2025
  • Educated clients on home, flood, auto, renters, and dwelling policies through detailed consultations, ensuring clients fully understand their coverage options.
  • Managed new policy reinstatements and claims processing for all Goosehead clients, maintaining clear and ongoing communication with clients throughout the process.
  • Modified and updated policies to reflect changes such as beneficiary names, coverage amounts, and types of insurance, keeping clients informed, and obtaining necessary approvals.
  • Assisted clients with readjusting coverage, changing policies, and submitting necessary changes, ensuring their insurance needs are accurately met.
  • Utilized strong written and verbal communication skills to develop relationships, educate, and frequently communicate with customers, enhancing overall client satisfaction.
  • Applied analytical skills to calculate premiums and deductibles, providing clear explanations to customers, to help them make informed decisions.
  • Maintained detailed records of customer interactions, including inquiries, complaints, comments, and actions taken, ensuring a comprehensive service history, and continuous improvement in communication strategies.
  • Delivered excellent customer service by effectively addressing client concerns, providing timely resolutions, and ensuring that clients fully understood their policies and claims processes.
  • Conducted follow-up calls and emails to ensure customer satisfaction, and address any further questions or concerns.
  • Demonstrated patience and understanding when working with clients, waiting for potential customers to be ready to renew their package or adjust their insurance needs.

Mortgage Loan Processor

Mr. Cooper Mortgage
-Remote Irving, TX
04.2020 - 05.2022
  • Managed an average pipeline of 80 loans and closed 70 loans per month, maintaining proactive communication with clients to keep them informed throughout the loan process.
  • Processed loans from setup to closing, verifying and compiling borrower information while keeping borrowers updated on their loan status and required documentation.
  • Reviewed loan application files to ensure completeness and compliance with standards, explaining any discrepancies to clients in a clear, concise manner. –
  • Verified and analyzed loan documentation, maintaining strict compliance with federal and state regulations, and communicating any issues or additional requirements to clients promptly.
  • Interacted with mortgage professionals and borrowers to clarify document requirements, ensuring a smooth loan process, and excellent customer satisfaction.
  • Provided exceptional customer communication by explaining loan terms and conditions clearly and effectively, ensuring that borrowers fully understood their commitments.
  • Regularly contacted clients to provide updates on their loan status and answer any questions, building strong relationships, and trust.

Fee Collab Team Lead

PennyMac Mortgage Company
Plano, TX
06.2019 - 03.2020
  • Monitored efficiency and production performance of individual employees, providing regular feedback and communication to ensure continuous improvement.
  • Served as the primary liaison for customer questions and escalations, ensuring swift and accurate responses, and maintaining high levels of customer satisfaction.
  • Worked with multiple departments to ensure cross-functional alignment within the team and organization, facilitating clear communication and collaboration.
  • Planned and conducted training sessions, enhancing team members' skills in customer communication and service.
  • Managed escalated customer interactions, providing clear, empathetic communication to resolve issues effectively.
  • Held regular meetings with team members to discuss customer feedback, and implement improvements.
  • Worked with management to plan short-term and long-term goals for the team.
  • Responsible for assembling and instructing training sessions for the team.

Mortgage Loan Processor/Compliance Analyst

PennyMac Mortgage Company
Plano, TX
10.2016 - 06.2019
  • Managed an average pipeline of 150 loans, closed over 100 loans per month. Processed Conventional, FHA, VA IRRRL, Purchases, and Streamlines.
  • Junior Underwriter for VA IRRRL Refinance Loans.
  • Verified borrower information and loan documents, including income, credit, appraisal, and title, ensuring compliance with federal and state regulations.
  • Submitted loan application files to underwriting for approval, prepared and mailed approval or denial letters to applicants, and submitted approved mortgage loan files to closing for settlement.
  • Analyzed and resolved issues with loan files, coordinating with various departments to ensure timely and accurate processing.
  • Maintained up-to-date knowledge of regulatory reporting requirements, and offered recommendations to enhance processes to ensure the accuracy and completeness of regulatory filings.
  • Processed Fannie Mae, Freddie Mac, FHA, and VA loans for the purpose of refinancing through multiple programs.
  • Interacted and communicated with customers and brokers to obtain necessary information, verify income, discuss debt-to-income ratios, confirm contact information, and follow up through emails and phone calls.

Skills

Strong analytical, financial, and accounting skills, policy updates coordination, regulatory compliance, task prioritization, research, conflict resolution, interpersonal communications, underwriting knowledge, loan processing, problem solving, data entry, records management, MS Word, MS Excel, MS Outlook, customer service, multi-line telephone, excellent organizational skills, strong customer relations skills, computer proficiency, CPR/AED certification

  • Programs/system experience: Encompass, MSP, Lamp/Lafa, I assist, CoreLogic, Credco, RealQuest, The Work Number, ValuTrust, VeriTax, Salesforce, Okta, Quip

Timeline

Mortgage Loan Processor

AmeriHome Mortgage (Contract role)
05.2025 - Current

Service Agent

Goosehead Insurance
09.2022 - 04.2025

Mortgage Loan Processor

Mr. Cooper Mortgage
04.2020 - 05.2022

Fee Collab Team Lead

PennyMac Mortgage Company
06.2019 - 03.2020

Mortgage Loan Processor/Compliance Analyst

PennyMac Mortgage Company
10.2016 - 06.2019

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LECHELLE HAMILTON