Overview
Work History
Skills
Timeline
CustomerServiceRepresentative
Lindsay Walsh

Lindsay Walsh

Dennis,MA

Overview

27
27
years of professional experience

Work History

Loan Specialist II

The Cooperative Bank of Cape Cod
06.2021 - 04.2025
  • Facilitated the mortgage loan origination process through proactive weekly pipeline management meetings and ongoing communication regarding all files. Emphasized a collaborative team approach to ensure smooth transitions for clients from application submission to processing.
  • Served as the primary point of contact for clients throughout the loan application process, enabling the sales team to focus on expanding our mortgage business. This involved creating a supportive environment where clients felt valued and informed every step of the way.
  • Guided customers in completing their loan applications using their preferred methods for delivery and completion, ensuring a user-friendly experience tailored to their needs.
  • Collaborated closely with underwriters to guarantee accurate evaluations of applicants' creditworthiness and risk assessments. This included delivering comprehensive presentations of file details, reviewing automated underwriting findings, and meticulously organizing all supporting application documentation.
  • Simplified complex financial concepts and requirements for applicants, communicating in clear, approachable language. Fostered customer satisfaction by adapting communication styles to align with client preferences and maintaining consistent follow-up throughout all phases of the loan application process.
  • Successfully navigated and resolved complex loan approval conditions, which helped retain client applications. This was achieved through effective communication with clients and prompt collaboration with relevant parties to facilitate speedy resolutions.
  • Maintained strong relationships with various internal and external departments—such as loan servicing, appraisals, compliance, and legal partners—to expedite the resolution of approval conditions, ensuring a seamless experience for the client.
  • Contributed to the onboarding of new Loan Specialists by assisting in the development of comprehensive training materials. This effort aimed at clarifying team processes and enhancing efficiency through practical suggestions for streamlining operations.
  • Enhanced the speed of loan application processing by refining documentation and verification procedures. Effectively managed workloads and prioritized tasks, which significantly reduced turnaround times for loan approvals.
  • Demonstrated exceptional time management and resource allocation skills to sustain high productivity and service levels while ensuring meticulous attention to detail across every aspect of the loan process.
  • Consistently met or surpassed monthly service and loan quality targets, playing a crucial role in the success of the department and reinforcing our commitment to excellence.
  • Built and nurtured robust relationships with clients through outstanding personal customer service, earning a Service Excellence Award for exceptional delivery to both external clients and internal partners.
  • Cultivated meaningful connections with customers, team members, outside lenders, attorneys, and various departments to foster a supportive network that enhanced the overall customer experience.
  • Diligently compiled closing packages with precision and ensured their timely delivery to attorneys, bank branch closers, and clients, reinforcing our commitment to efficiency and reliability.
  • Upheld compliance with industry regulations and company policies throughout the entire loan process, ensuring the integrity and security of each transaction.
  • Possessed expertise in utilizing Blend and Encompass Loan Origination Software, allowing for streamlined and effective processing of diverse loan types, including Home Equity, Conforming and Jumbo Portfolio loans, as well as Investor Residential Purchase and Refinance Mortgages.

Office Professional Services

Lindsay Walsh Professional Services / Self-Employed
01.2016 - 03.2020
  • Customized office and sales support services by contract for small business owners.
  • Primary contract with Cape Cod Celebrations for 4 years providing remote and on-site office services.
  • Managed business' events calendar and availability, created and monitored sales pipeline process from initial contact through contract and post event, all incoming business email and client communication, sales consultation scheduling, billing and invoicing, inquiry and sales reporting.

Store Manager

TD Bank
04.2005 - 06.2012
  • Promoted over 7 years from Customer Service Representative to Branch Manager of the one of the region's highest volume locations.
  • Proud manager and employee fully embracing the service and experience culture, going onto be lead on-boarding brand and culture training for new employees all over New England.
  • Coached staff to achieve maximum results in Customer Experience, Sales Performance, and Store Operations for top regional results.
  • Lead Lending Sales Campaigns for the region.
  • Personally achieved Sales Performance goals throughout entire career with the bank, notably contributing top Consumer Lending & Mortgage results to the region leveraging past industry knowledge.
  • Attended Management and Coaching courses and mentoring.
  • Championed Customer Experience and team achieved month over month improvements with top level regional results.
  • Established strong peer relationships with all business lines in the region, notably commercial and wealth management.
  • Enjoyed community involvement and volunteering for the company within the community.

Wholesale Account Executive

Countrywide Home Loans
06.2004 - 03.2005
  • Sales Executive for large wholesale residential mortgage lender servicing over 30 Mortgage Brokerage Companies in Southeastern, MA.
  • Facilitated inside and outside sales presentations and training.
  • Established strong working relationships within local and corporate operations.
  • Trained clients on product line and industry procedures through a variety of mediums.

Operations Manager

Gold Coast Mortgage
08.2002 - 06.2004
  • Operations Manager within a start-up mortgage brokerage firm.
  • Trained entire staff (origination and operations) on all company policies through presentations at weekly meetings.
  • Instrumental with development of core sales strategy for the company with strong concentration on branding in the Chicagoland area and marketing to residential purchase business from area Real Estate Agents and large Developers.
  • Reporting and analysis of all company income and sources, loan volume, loan particulars on a weekly basis.
  • Responsible for selecting, developing, and maintaining relationships with Lenders/Investors, learning the specific product lines and procedures to create company policies that efficiently work with each respective company.
  • Facilitated the company conversion from a Mortgage Brokerage to a Correspondent Mortgage Lender in November 2003.
  • Streamlined the process flow of loan funding, through enforcing the usage of advanced technology and services.
  • Managed all pre-underwriting review, submission, closing and post-closing of all files with Lenders and Investors.
  • Daily monitoring of a high-volume pipeline for data integrity within origination software from origination to post-closing to insure accuracy of information archived.
  • Implemented electronic communication system to communicate with all Vendors, Investors and employees.

Loan Processor and Underwriter

Washington Mutual
10.2001 - 08.2002
  • Residential Mortgage Loan Underwriter promoted from Senior Loan Coordinator within a large Retail Mortgage Loan Fulfillment Center for several premium high-volume Loan Officers in the Chicago-land area.
  • Responsible for validating residential conventional loans, utilizing all company products to best assign loan approvals and solutions for counteroffer situations.

Servicing Portfolio Analyst

LJ Melody & Company
08.1999 - 08.2001
  • Company Overview: Formerly Boston Mortgage Capital
  • Provided daily customer service and support to National Commercial Lenders and Borrowers for a commercial mortgage servicing portfolio of 250+ loans.
  • Produced regulatory portfolio reports on delinquencies, modifications, foreclosures, and payoffs.
  • Performed research and provided recommendations involving loan documents and special servicing agreements, including leases, loan assumptions, and numerous real estate-related issues.
  • Balanced over 50 bank accounts daily, monitored all transactions, and reported activity to investors, borrowers, and the IRS.
  • Received and processed monthly mortgage payments.
  • Monitored and paid Real Estate Taxes and Insurance Policies, and reviewed for Investor compliance.
  • Coordinated and managed entire portfolio/file transfer during January 2001 company acquisition.
  • Completed physical property inspections and associated lender property reporting, including CMBS.
  • Formerly Boston Mortgage Capital

Loan Processor

First Eastern Mortgage Company
04.1998 - 08.1999
  • Processed high-volume residential loan pipeline for several originators in a multifaceted mortgage corporation.
  • Worked closely to coordinate loan approval, loan condition receipt and clearance, and loan closings with all parties involved (including borrowers, underwriting staff, real estate brokers, attorneys, appraisers, and investors).
  • Proficient in FNMA, FHLMC, FHA, VA, State and special sub-prime investor loan programs.
  • Responsible for all borrower communications, pre-underwriting, obtaining loan conditions, file verifications, and final closing documentation.

Skills

  • Customer assistance
  • Telephone and email etiquette
  • Effective communication
  • Data entry
  • Teamwork and collaboration
  • Information verification
  • Regulatory compliance
  • File management
  • Document review
  • Loan disclosures
  • Loan underwriting
  • Loan servicing
  • Deadline management
  • Attention to detail
  • Dedicated work ethic
  • Employment verification
  • Documentation
  • Document management
  • Processing procedures
  • Customer service
  • Sound judgment
  • Application review
  • Mortgage loan software
  • Attorney communication
  • Proficient in software
  • Loan closing
  • Loan submissions
  • Interpersonal communication
  • Applicant communication
  • Underwriting collaboration
  • Gathering appraisals
  • Customer service-focused
  • Income evaluation
  • Credit history review
  • Oral and written comprehension
  • Process improvement
  • Active listening and learning
  • Analytical and critical thinking
  • Credit file updating

Timeline

Loan Specialist II

The Cooperative Bank of Cape Cod
06.2021 - 04.2025

Office Professional Services

Lindsay Walsh Professional Services / Self-Employed
01.2016 - 03.2020

Store Manager

TD Bank
04.2005 - 06.2012

Wholesale Account Executive

Countrywide Home Loans
06.2004 - 03.2005

Operations Manager

Gold Coast Mortgage
08.2002 - 06.2004

Loan Processor and Underwriter

Washington Mutual
10.2001 - 08.2002

Servicing Portfolio Analyst

LJ Melody & Company
08.1999 - 08.2001

Loan Processor

First Eastern Mortgage Company
04.1998 - 08.1999

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Lindsay Walsh