Logenia Halyard
Jacksonville,FL
Summary
Dynamic professional with over 15 years of expertise in mortgage compliance and customer service, demonstrating strong capabilities in supervision, employee development, and policy implementation. Proficient in underwriting both conforming and non-conforming loans, including FHA, FHLMC, VA, USDA, and FNMA, with a deep understanding of program guidelines and restrictions. Recognized for meticulous account reviews that ensure accuracy and compliance in fast-paced environments, consistently achieving production and quality targets. A proactive and goal-oriented individual committed to leveraging exceptional time management and problem-solving skills to foster team success and drive organizational growth in a challenging full-time role.
Overview
2026
2026
years of professional experience
Work History
Senior Mortgage Loan Processor
Mphasis
2025 - Current
- Reviewed information obtained from loan officers for accuracy, completeness, and viability.
- Obtained underwriter loan decisions and obtained approval and closing conditions.
- Made rational risk-based decisions with regards to underwriting and processing determinations.
- Processed multiple files within pipeline, all at various stages of the approval process and take responsibility from start to finish of all files in the pipeline. Held to a higher level of accountability due to a higher level of responsibility and industry knowledge.
- Verified appraisal, credit report accuracy and make sure title commitment ordered for all files within the pipelines.
- Followed up with all third-party vendors (appraisals, credit report and title commitment) to ensure delivery of required reports.
- Collected, verified, and analyzed all documentation required for submitting files to underwriting.
- Communicated underwriting conditions to both the borrowers as well as the loan originator. Communicated with third party referral sources as agreed to with loan originator.
- Processed complex mortgage applications ensuring compliance with regulatory requirements.
- Evaluated financial documents to assess borrower eligibility and risk factors.
- Coordinated communication between lenders, borrowers, and real estate agents to facilitate transactions.
- Managed multiple loan files simultaneously while maintaining accuracy and attention to detail.
- Reviewed final loan documentation for completeness prior to closing disbursement.
- Collaborated with underwriting teams to resolve issues impacting loan approvals or funding delays.
- Collaborated with team members to meet monthly targets, contributing to the overall success of the department.
- Reduced turnaround time for mortgage approvals through effective communication with underwriters and loan officers.
- Stayed informed of the latest industry trends, sharing insights with team members to inform strategic planning and operational improvements.
- Handled any conditions sent from underwriting departments.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Ensured compliance with industry regulations by staying up-to-date on changes in policies and guidelines related to mortgage lending.
- Developed strong relationships with clients, earning repeat business through exceptional service and support during the loan process.
- Assisted in training new team members, sharing best practices for efficient loan processing and customer service.
- Managed a large pipeline of loans, prioritizing tasks to ensure deadlines were met consistently.
- Played an instrumental role in reducing errors through thorough review processes and attention to detail in reviewing applicant information.
- Maintained a high level of accuracy in data entry, ensuring all loan applications were processed without errors.
- Provided comprehensive support to loan officers, ensuring they had all necessary information to make informed decisions on mortgage applications.
- Exceeded customer satisfaction ratings by providing timely updates on loan statuses and addressing concerns promptly.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Prepared file for final clear-to-close by branch management.
- Maintained accurate records of loan processing activities and documents in CRM system.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
- Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
- Affirmed loan document accuracy to protect lenders from potential fraud.
Claims Representative
United Healthcare Services
01.2023 - 2025
- Reviewed and discussed internal audit results with management.
- Manage a high-volume caseload of claims, ensuring timely and accurate processing.
- Utilize technical knowledge to investigate and resolve complex claim issues.
- Communicate effectively with members, providers, and internal stakeholders to ensure seamless claim resolution.
- Maintain thorough documentation and records of all claim activity.
- Processed and evaluated insurance claims for accuracy and adherence to policy guidelines.
- Evaluated claim documentation for accuracy, identifying discrepancies and facilitating timely resolutions.
- Evaluated and processed insurance claims, ensuring compliance with company policies and regulatory standards.
- Collaborated with policyholders to gather necessary documentation for efficient claims resolution.
- Analyzed claim data to identify discrepancies and prevent fraudulent activities.
- Streamlined claims processing workflows, improving efficiency and reducing turnaround time for resolutions.
- Conducted regular audits of claims files to maintain accuracy and uphold quality standards in operations.
- Improved customer satisfaction by efficiently handling insurance claims and providing timely resolutions.
- Negotiated fair settlements with clients and third parties, maintaining positive client relationships.
- Analyzed financial data related to claims expenses, making recommendations for cost-saving measures where applicable.
- Managed a high volume of insurance claims, ensuring accurate documentation and prompt processing.
- Investigated claim details thoroughly to identify potential fraud or misrepresentation, protecting company assets.
- Collaborated with adjusters and other professionals for comprehensive claim evaluations and accurate estimates.
- Developed strong working relationships with fellow team members, fostering a supportive environment that promoted productivity.
Jr Underwriter
United Mortgage Group
2020 - 2021
- Evaluated mortgage applications to assess risk and ensure compliance with underwriting guidelines.
- Analyzed credit reports, income documentation, and asset verification for loan approvals.
- Collaborated with loan officers to clarify borrower information and streamline application processes.
- Conducted thorough reviews of appraisal reports to determine property value accuracy.
- Evaluated loan applications, ensuring compliance with underwriting guidelines and risk assessments.
- Analyzed borrower financial statements to determine creditworthiness and repayment capacity.
- Identified discrepancies in application data and communicated findings to relevant stakeholders for resolution.
- Implemented quality control procedures to enhance accuracy in underwriting decisions and reduce errors.
- Effectively managed workload to ensure timely completion of all assigned tasks while maintaining a focus on quality.
- Improved loan approval rates by meticulously reviewing and analyzing applicant financial documents.
- Managed a diverse portfolio of mortgage applications, consistently meeting or exceeding established performance metrics.
- Maintained a deep understanding of various loan products available, expertly matching borrower needs with suitable options.
- Collaborated with loan officers to resolve discrepancies in application materials, streamlining the approval process.
- Contributed to team success through active participation in training sessions and professional development opportunities.
- Provided detailed feedback on loan decisions, effectively communicating with both internal stakeholders and applicants.
- Participated in quality assurance initiatives, monitoring adherence to company policies and best practices.
- Maintained compliance with regulatory standards and guidelines, mitigating potential risks to the organization.
- Conducted comprehensive credit analyses to determine borrower eligibility and minimize default risks.
- Continuously updated knowledge of industry trends and changing regulations to inform sound decisionmaking.
- Increased customer satisfaction levels by providing clear explanations of underwriting decisions and addressing concerns promptly.
- Reduced processing times for mortgage applications, ensuring prompt customer service and satisfaction.
- Developed strong working relationships with industry partners to facilitate seamless transactions for clients.
- Streamlined communication channels between departments, fostering collaboration throughout the mortgage origination process.
- Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines.
- Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
- Reviewed appraisals and title documents to verify accuracy and completeness.
- Collaborated with loan officers and processors to obtain additional information and resolve discrepancies.
- Verified integrity of applicants' information to minimize fraud.
- Worked with processing team members to communicate errors and obtain missing information for current applications.
- Negotiated and communicated with loan officers, processors and loan applicants to reach satisfactory loan terms.
- Maintained mortgage program compliance with federal agencies such as VA, HUD, and FNMA.
- Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records, and current financial status.
- Discussed credit reports and asset management with borrowers to foster understanding of loan processes.
- Developed and maintained relationships with investors to drive compliance with guidelines.
- Processed loan applications and monitored progress from start to finish.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Monitored pipelines to track and log status of loans.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Evaluated insurance applications for risk exposure and adherence to underwriting guidelines.
- Analyzed financial statements to assess applicant creditworthiness and financial stability.
Escalations Specialist, Compliance
Source Point Mortgage
2019 - 2020
- Managed escalated compliance issues, ensuring timely resolutions and adherence to regulatory standards.
- Collaborated with cross-functional teams to address complex customer inquiries and enhance service delivery.
- Developed training materials for team members on compliance protocols and escalation procedures.
- Analyzed trends in escalated cases to identify root causes and implement preventive measures.
- Streamlined escalation processes, improving response times and overall customer satisfaction ratings.
- Participated in regular meetings with management to discuss trends in escalated cases while proposing strategies for addressing common challenges faced by the team.
- Served as a key point of contact between customers, internal departments, and external partners during escalations processes.
- Improved customer satisfaction by providing timely, empathetic responses to escalated inquiries.
- Developed comprehensive documentation for each case, ensuring accurate tracking and reporting of escalated issues.
- Established and maintained strong relationships with key stakeholders within the organization, ensuring a collaborative approach to resolving escalated customer issues.
- Handled sensitive customer data with discretion, maintaining strict adherence to privacy regulations and company guidelines.
- Led efforts to ensure proper follow-up actions were taken after resolving escalated cases, safeguarding against future recurrences of similar issues.
- Managed high-priority escalations effectively, resulting in reduced time-to-resolution and improved customer experience.
- Supported a positive work environment within the team by sharing best practices for managing stress associated with handling challenging situations daily.
- Demonstrated exceptional problem-solving skills when faced with complex customer situations, leading to successful resolutions that restored customer confidence and trust in the company.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Training Operations Supervisor
United Parcel Services (UPS)
01.2017 - 2019
- Audited 5–10 employee training and safe work method files daily.
- Trained 2–3 employees individually each day on job-specific methods.
- Collaborated effectively with team members and mentored new hires as needed.
- Adapted well to changing environments and always maintained professionalism.
- Coordinated audit responses and corrections with Team Lead/Manager.
- Reviewed and discussed internal audit results with management.
- Remained up to date on agency, state, and federal guidelines; completed monthly continuing education.
- Demonstrated strong verbal and written communication skills, collaborating with internal teams and external partners.
- Consistently met or exceeded productivity, quality, and turnaround targets.
- Addressed quality control audits promptly.
- Led team in optimizing workflow processes to enhance productivity and efficiency.
- Oversaw daily operations, ensuring compliance with safety protocols and company policies.
- Trained and mentored new employees, fostering a culture of continuous improvement and accountability.
- Managed inventory control systems, ensuring accurate stock levels and timely replenishment.
- Developed training programs focused on enhancing employee skills and operational knowledge.
- Implemented quality assurance measures, improving service delivery and customer satisfaction rates.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Oversaw logistics coordination for seamless transportation of goods between various departments and locations.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
- Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
- Optimized resource allocation through careful planning and monitoring of inventory levels, staffing needs, and equipment maintenance schedules.
- Increased production output by optimizing equipment usage and scheduling preventive maintenance programs.
- Spearheaded task force to address and resolve recurring operational bottlenecks, significantly improving process efficiency.
- Achieved cost savings through diligent budget management and negotiation with vendors on pricing and contracts.
- Boosted employee morale and engagement through development of comprehensive rewards and recognition program.
- Implemented predictive maintenance schedule for equipment, drastically reducing unexpected downtime.
- Fostered culture of continuous improvement, leading to enhanced operational workflows and staff satisfaction.
- Enhanced team productivity by implementing dynamic scheduling system that matched tasks with expertise.
- Developed and implemented training program for new hires, accelerating their time to full productivity.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Completed weekly payroll for 20-30 employees.
Compliance Analyst
Digital Risk Mortgage Services
01.2012 - 01.2017
- Audited 8–10 files daily on credit, collateral, and capacity with 98% accuracy under tight deadlines.
- Verified calculations and documents, including income, assets, credit reports, purchase contracts, appraisals, and title commitments.
- Mentored new hires and junior analysts; collaborated effectively with colleagues.
- Adapted to changing environments while maintaining professionalism.
- Reviewed client rebuttals and audit results, consulted with management, and corrected audits as needed.
- Stayed current with agency, state, and federal guidelines through ongoing education.
- Analyzed complex financial data, calculated ratios, verified assets, and reviewed collateral and credit.
- Identified and resolved documentation issues, communicated findings clearly.
- Remained updated on credit policy changes affecting underwriting and approvals.
- Delivered excellent customer service and applied technical/computer expertise.
- Demonstrated effective communication, teamwork, and relationship-building skills.
- Consistently met or exceeded productivity, quality, and turnaround targets.
- Addressed quality control audits and post-closing issues promptly.
- Conducted quality inspections to ensure compliance with industry standards and regulations.
- Developed and implemented testing procedures to enhance product reliability and performance.
- Led root cause analysis efforts for non-conformities, developing strategies for effective resolution.
- Analyzed inspection data to identify trends, driving continuous improvement initiatives.
- Collaborated with cross-functional teams to resolve quality issues and implement corrective actions.
- Utilized statistical process control tools to monitor production quality and minimize defects.
- Managed internal audits effectively, leading to successful ISO certification renewals without major findings or delays in timeline.
- Scrutinized underwriting performance to identify weaknesses and provide recommendations for improvement.
- Analyzed risk assessments to determine eligibility for insurance coverage.
- Created and maintained several databases to track statistical data.
- Implemented a robust documentation system, ensuring accurate tracking of quality metrics and trends over time.
Senior Loan Processor
JP Morgan Chase Bank NA
01.2010 - 01.2012
- Served as the single point of contact during the modification process to keep customers informed, coordinating with internal partners such as Underwriting, Bankruptcy, Short Sale, Processors/Closers, Foreclosure, and Service Member Civil Relief Act (SCRA).
- Reviewed financial documents including data verification, escrow analysis, flood certificates, credit reports, tax transcripts (Schedule C and S-Corp), appraisals, and title insurance prior to final submission to underwriting.
- Performed manual calculations of front-end and back-end debt-to-income ratios, and housing ratios to inform borrowers about expectations during the modification process.
- Managed over 250 files daily, including FHA, VA, USDA, HELOC, Private/Asset, Freddie Mac, and Fannie Mae investors, while meeting monthly production and quality objectives.
- Assessed mortgage modification applications for acceptability and compliance with applicable state and federal regulations and investor guidelines.
- Conducted inbound and outbound phone applications to review income and repayment ability, assess borrower hardship, analyze housing expenses, and identify potential fraud.
- Used Agent Desktop Underwrite and Loan Processor approval from underwriting to communicate calculations of DTI, income, LTV/CLTV, and income used for loan decisions or disputes.
- Mentored junior processors on best practices and efficient processing techniques.
- Implemented process improvements to enhance workflow efficiency and reduce turnaround times.
- Increased productivity by implementing time-saving strategies such as standardized checklists and document templates.
- Delivered exceptional results under tight deadlines while maintaining a high standard of quality control throughout each stage of the loan process.
- Evaluated loan applications to determine risk and compliance with underwriting guidelines.
- Collaborated with relationship managers to gather necessary documentation for underwriting processes.
Education
BS - Business Science Management
University of Phoenix
Jacksonville, FL01.2008
Skills
- Proficient in Microsoft Office Suite (SharePoint, Word, Excel)
- Comprehensive training in organizational behavior and marketing
- Skilled in technical applications
- Transaction management software
- VLS (home equity), Lender Processing Service (LPS), Loan Processor (LP)
- Mortgage Service Package (MSP), LexisNexis (skip search)
- Desktop Underwriter (DU), Encompass
Timeline
Claims Representative
United Healthcare Services
01.2023 - 2025
Training Operations Supervisor
United Parcel Services (UPS)
01.2017 - 2019
Compliance Analyst
Digital Risk Mortgage Services
01.2012 - 01.2017
Senior Loan Processor
JP Morgan Chase Bank NA
01.2010 - 01.2012
Senior Mortgage Loan Processor
Mphasis
2025 - Current
Jr Underwriter
United Mortgage Group
2020 - 2021
Escalations Specialist, Compliance
Source Point Mortgage
2019 - 2020
BS - Business Science Management
University of Phoenix