Linda Moore Hackney
Cedar Hill,TX
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
20
20
years of professional experience
Work History
Customer Service Representative II
Mr Cooper
01.2024 - 01.2026
- Delivered exceptional customer service by handeling complex customer inquiries, concerns, and escalated issues.
- Resolved customer complaints efficiently, while mailalternatives within the time limits, and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Processed customer transactions, updated account information, and maintained accurate records in CRM and database systems.
- Educated customers on products, services, policies, and self-service tools to improve customer experience and engagement.
- Monitored service quality and identified opportunities to improve processes, reduce response times, and enhance customer satisfaction.
Credit Analyst II
Atlantic Group
05.2022 - 04.2023
- Responsible for assessing a loan applicant's ability to repay the loan and recommending that it be approved or denied
- Analyze, negotiate and review of other transactions that have an element of credit risk.
- Gathered loan documentation for underwriting.
- Process credit line increases request using credit bureaus, payment history on savings,checking and investment accounts
Senior Underwriter
MUFG San Francisco, CA
04.2020 - 10.2021
- Streamlined internal communication channels, resulting in faster response times for both clients and colleagues.
- Mitigated losses through diligent monitoring of borrower financial health, proactively addressing concerns before they escalated into larger issues.
- Negotiated favorable terms with borrowers while maintaining strict adherence to established guidelines and policies.
Senior Mortgage Underwriter
Headway Workforce
11.2016 - 04.2020
- Review/analyze loan files submitted for borrowers to ensure file meets loan program requirements. Includes individual analysis of Loan application of Credit profile/report(s) Debt and assets of Income/financial statements
- Loan values/loan-to-value ratios Appraisal Reports Collateral and supporting documentation
- Identify/calculate loan risk of loss
- Condition files for missing/supporting documentation
- Lending loan limits of $675,000
Loan Review/Due Diligence Reviewer
Mission Capital Advisors, LLC
08.2016 - 11.2016
- Evaluate loan documents are to ensure accuracy and completeness
- Perform risk assessments on closed loan files
- Analyze financial data related to loan requests.
- Review and provide quality control feedback on loan files completed by assigned associates
- Review title commitments and confirm insurance
MB Underwriter III
JP Morgan Chase
05.2015 - 08.2016
- Analyze income and assets for loan applicants
- Examine transactions in accordance with both state and federal regulations
- Provide an understanding of various loan types and loan programs
- Meet SLA requirements
Consumer Underwriter II
Wells Fargo Home Mortgage
02.2013 - 01.2014
- Reviews, examines, and underwrites loans to ensure soundness, business value, and compliance with Investor Guidelines
- Reviews and evaluates data to ascertain loan viability and identify risk issues and potential fraud
- Evaluates Debt income Ratio, LTV ratios, credit score property valuation, and other factors
- Determines and documents loan conditions and communicates requirements and/or decisions
Customer Service Rep II
Shelter Mortgage/Guaranty Bank
11.2011 - 02.2013
- Answer incoming calls
- Analyzed customer feedback and trends to recommend service improvements and support business objectives.
- Consistently met or exceeded key performance indicators (KPIs), including customer satisfaction scores, quality assurance standards, first-call resolution, and response
Mortgage Processor
Bank of America
02.2010 - 03.2011
- Process and underwrite Government and Conventional loans
- Analyze asset and income documents for loan approval
- Maintain an active pipeline
- Microsoft Excel used for daily pipeline reports and reports generated for loan status to Home Loan Consultants
- Dual monitors system used as well as the ability to facilitate multiple systems
Mortgage Processor
Wells Fargo Home Mortgage
09.2005 - 02.2010
- Underwrite loan products for Conventional product approval
- Calculation of income and assets documentation in accordance with investor guidelines
- Analyze risk factors along with the presence of compensating factors that mitigate risk to the lender and the investor.
- Perform credit analysis of all loan products: FHA, VA, and Conventional loans.
- Serve as Joint Venture Processor for a large builder for over three years
- Daily communications with team originators, title companies, builders, insurance companies, and borrowers
Education
Bachelor of Science -
Dallas Baptist University
Dallas, Texas05-2014
Skills
- Microsoft Office
- LexisNexis
- MERS
- DU/LP
- Data Verify
- Black Knight
- MSP
- Empower
- Live chat support
- Call center experience
- Relationship building
- Problem resolution
- Conflict resolution
- Computer proficiency
Timeline
Customer Service Representative II
Mr Cooper
01.2024 - 01.2026
Credit Analyst II
Atlantic Group
05.2022 - 04.2023
Senior Underwriter
MUFG San Francisco, CA
04.2020 - 10.2021
Senior Mortgage Underwriter
Headway Workforce
11.2016 - 04.2020
Loan Review/Due Diligence Reviewer
Mission Capital Advisors, LLC
08.2016 - 11.2016
MB Underwriter III
JP Morgan Chase
05.2015 - 08.2016
Consumer Underwriter II
Wells Fargo Home Mortgage
02.2013 - 01.2014
Customer Service Rep II
Shelter Mortgage/Guaranty Bank
11.2011 - 02.2013
Mortgage Processor
Bank of America
02.2010 - 03.2011
Mortgage Processor
Wells Fargo Home Mortgage
09.2005 - 02.2010
Bachelor of Science -
Dallas Baptist University