LISA MOSCARELLO-BERCHOCK

• Assisted customers with product inquiries, orders and delivery issues with knowledgeable solutions to enhance satisfaction.
• Resolved customer complaints efficiently, ensuring positive experiences and fostering loyalty.
• Collaborated with team members to maintain store organization and optimize inventory management.
• Trained new associates on customer service protocols and operational procedures to improve team performance.
• Assisted with Returns, Sales, Product orders, both online and in stores.
• Completed all audits for deliveries going out next day.

• Servicing of all loans approved during the COVID Economic Injury Disaster Loan Program.
• Servicing of all COVID EIDL loans nationwide.
• Process realty transactions, Change of Ownership, Business closures, Deceased Borrowers, Verifications of Mortgage, payoff requests.
• Provide superior customer service to borrowers and external clients.
• Mitigate economic injury or loss to small businesses
• Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
• Proactively identified solutions for customers experiencing credit issues.
• Carried out day-day-day duties accurately and efficiently.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.

• Retained existing customers and new wholesale brokers.
• Addressed each customers' needs and wants to recommend suitable product options.
• Handled condition review sent from brokers prior to submission to underwriting.
• Maintained compliance with privacy and security requirements, as well as federal statutes covering FHA, CONV, VA, USDA loans as well as Chenoa Product.
• Calyx, Encompass, DocVelocity (AIG). Familiar with Reggora and AppraisalScope.

• Responsible for five loan officers and two processors. Processing of residential mortgages, CONV, FHA, VA, USDA and soft seconds.

• Opening and submitting files to various lenders. Obtaining and clearing conditions. Scheduling closings with title agents.

• Review of preliminary CD's and closing docs for accuracy and LO approval.

• Responsible for mainlining LOS system (Calyx), storing documents and closed file accounting.

• Managed spa inventory by keeping detailed track of supply use and forecasting need to direct ordering processes.
• Responded to customer inquiries or complaints.
• Maintained high functional, operational and organization levels during high-traffic hours and seasonal promotions.
• Handled high priority clients while managing day-to-day activities of spa and employees to maximize profits.
• Sustained operational efficiency, employee performance levels and customer service standards.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours; night, weekend, and holiday shifts.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Maintained energy and enthusiasm in fast-paced environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Developed and maintained courteous and effective working relationships.

• Opening new files, order title, appraisal, HOI, payoffs and condo docs.

Submitting to various lenders for underwriting review.

• Obtaining and clearing conditions. Requesting closing docs from wholesale lenders.
• Scheduling loan closings with title agents,

• FHA, VA, CONV AND USDA.

• Encompass, Calyx, Box document storage systems., Floify.

• Family leave of absence.

• Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Devised processes to boost long-term business success and increase profit levels.
• Trained and guided team members to maintain high productivity and performance metrics.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• 25 Loan Officers, 3 Processors, processing and closing residential mortgages. FHA, VA, CONV, USDA.
• Responsible for licensing of 25 loan officers per new 2012 guidelines and regulations.
• 
  
• Responsible for all new broker packages require for wholesale lenders.

• Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
• Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
• Monitored pipelines to track and log status of loans.
• Proactively identified solutions for customers experiencing credit issues.
• FHA Manufactured housing loans only.

• Responsible for processing, underwriting per specific investor guidelines, drawing closing docs and ordering funds for closing.

• Managed three processors and 12 loan officers.

• Position started with Stonebridge, changed name ot CFIC and then changed again to Advisors.

• Managed three processors, 12 loan officers and two offices.

• Processed full pipeline. FHA, VA, VA, USDA files. Submitting files to lenders, clearing conditions, working files up for closing, scheduling closings with title agents. Post closing.

• Responsible for updating and implementing office policies and procedures.

Contract underwriting for convectional loans only.

• Worked on-site at various broker locations.

• Responsible for processing and closing per specific investor guidelines. Drawing closing docs, funding off private warehouse line.

• On-site contract underwriting for GE Mortgage Insurance..

• Managed four loan officers.

• Managed and maintained private corporate warehouse line for all fundings.

• Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records and current financial status.
• Verified integrity of applicants' information to minimize fraud.
• Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
• Worked with processing team members to communicate errors and obtain missing information for current applications.
• Maintained mortgage program compliance with federal agencies such as FNAM & FHLMC.