Lorain Dover
1021 Watauga Ct., Thompsons Station,TN
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Member Services Specialist
Sam's Club
Franklin, TN
11.2022 - Current
- Delivered exceptional customer care by promptly responding to requests, aiding in product selection, and managing order processes. Processed incoming payments from members through diverse methods such as cash, checks, and credit cards. Offered excellent customer service to both members and guests by swiftly addressing inquiries and resolving any complaints or issues. Boosted productivity and customer satisfaction by proactively anticipating needs and providing exceptional support. Aided customers with price checks, lifting heavy items, and responding to various inquiries. Consistently surpassed daily goals for credit card applications.
Senior Loan Processor
Churchill Mortgage Corporation
Brentwood, TN
01.2022 - 10.2022
- Assessed approvals against established banking and governmental lending criteria.
Ensured the accurate and timely completion of all necessary paperwork by involved parties.
Facilitated the preparation of documents with attorneys, title companies, lenders, and other relevant third parties.
Processed loan documents promptly to adhere to closing schedules.
Verified the accuracy and thoroughness of credit reports before approving loans.
Worked closely with underwriters to review files for final approval.
Reviewed and assessed loan applications for precision, completeness, and adherence to state and federal regulations.
Addressed customer inquiries regarding their loan status and requirements swiftly.
Analyzed income documentation, including pay stubs, W2s, tax returns, and bank statements, to assess the borrower's repayment capacity.
Employed various software programs, such as the Encompass360 Loan Origination System, for data entry.
Senior Loan Processor
Preferred Rate Mortgage/ Peoples Home Equity
Mt.Juliet, TN
10.2019 - 06.2021
- I established and finalized loan submission packages, coordinated document preparation with attorneys, title companies, lenders, and other relevant parties. I ensured the completion of all necessary paperwork accurately and on time by all involved parties. I assessed appraisals for precision prior to the underwriting of loans for approval or rejection. I processed loan documents promptly to adhere to closing schedules and worked closely with underwriters during the review of files for final approval. I confirmed the accuracy and thoroughness of credit reports before granting loan approval. I examined and appraised loan applications for correctness, completeness, and adherence to state and federal laws. I offered technical support to address intricate loan processing challenges. I analyzed income documentation, such as pay stubs, W2s, tax returns, and bank statements, to evaluate the borrower's repayment capacity. I swiftly addressed customer queries regarding their loan status and requirements, managed conditions received from underwriting departments, and preserved the confidentiality of all submitted information as per release protocols. I interacted with customers directly and via phone to field questions, facilitate transactions, and settle issues, ensuring compliance with privacy, security, and federal VA loan regulations. I scrutinized financial statements, liaised with institutions and customers for clarification, calculated income, assets, and liabilities to satisfy lender criteria, and reviewed and authenticated borrowers' income, credit reports, and property valuations for underwriting documentation. I collaborated with underwriters to troubleshoot mortgage application problems and secure necessary paperwork, verified employment, income, and deposits for loan decisions, and compiled and forwarded comprehensive loan packages to the underwriting department for endorsement. Lastly, I reviewed and confirmed loan application documents.
Mortgage Loan Processor
Cross Country Mortgage
Memphis, TN
01.2011 - 01.2021
- Established and finalized loan submission packages.
Evaluated credit reports to assess mortgage loan eligibility.
Confirmed fulfillment of all loan conditions before funds disbursement.
Maintained consistent communication with customers from loan origination to closing.
Delivered customer service by addressing loan status inquiries.
Gathered necessary documentation for submission to government entities.
Processed loan paperwork, ensuring adherence to federal laws.
Investigated any inconsistencies in documents from applicants or external parties.
Examined financial information, including income, assets, liabilities, and credit history, to evaluate risk for each loan application.
Inspected loan applications to confirm the accuracy of applicant details.
Forwarded complete loan packages to the underwriting team for decision-making.
Arranged for appraisals and title services as needed for borrowers.
Kept precise records following company guidelines and protocols.
Loan Officer Assistant
Highlands Residential Mortgage
Brentwood, TN
10.2018 - 09.2019
- I collaborated with a Loan Officer to create and review application profiles in the system at various stages of the process. I fostered relationships with local real estate agents to generate referrals. I entered data into the loan origination system accurately and promptly. I monitored loan applications for completeness and accuracy before submitting them to the underwriting department. I addressed inquiries about loan status and processes from customers, real estate agents, and title companies. I confirmed the accuracy of all calculations related to mortgage payments, interest rates, taxes, and insurance premiums. I performed credit checks, verified income and employment details, and collected other necessary documentation from applicants. I kept customer files organized for precise loan tracking. I examined contracts for purchase transactions to ensure they met lender requirements. I offered support services to Loan Officers during client meetings as needed. I aided in the analysis of applicants' financial status, credit, and property evaluations. I answered questions from clients and lenders about loan progress. I provided administrative assistance to loan officers, including scheduling and managing documents. I guaranteed precise data entry of loan application details into the system. I kept loan officers informed about changes in lending regulations and compliance obligations.
Senior Mortgage Loan Processor
Legacy Mutual Mortgage
Franklin, TN
02.2018 - 09.2018
- I was responsible for reviewing mortgage loans upon their receipt from loan officers and actively monitored the daily pipeline to ensure the timely closing of loans in process. I maintained regular contact with customers throughout the loan process, providing updates on progress and any required information or documentation. I upheld strict confidentiality of customer data in compliance with applicable laws. I fostered relationships with internal departments such as Underwriting, Closing, Funding, and Compliance to facilitate smoother processing timelines. I assisted Loan Officers in resolving customer mortgage issues by troubleshooting potential solutions or escalating them when necessary. I interpreted mortgage regulations concerning income calculations, debt-to-income ratios, and other lending criteria. I reviewed and verified loan documents for accuracy and adherence to company policies and procedures. I resolved document discrepancies with customers to accurately complete loan applications. I participated in training sessions to stay informed of changing industry regulations and standards. I prepared loan packages for underwriting, which included ordering title reports, credit reports, appraisals, employment verifications, and other necessary documentation. I managed conditions received from underwriting departments and maintained the confidentiality of submitted information according to release guidelines. I evaluated financial statements and contacted institutions and customers for detail clarification. I communicated with customers in person and via telephone to answer questions, process transactions, and resolve issues. I obtained and verified the clearance of underwriting conditions to ready the loan file for submission and approval. I ensured strict compliance with federal and state regulations throughout the loan process and collaborated with closing agents to schedule and prepare for loan closings. I also coordinated with underwriters to resolve loan issues.
Senior Loan Processor
FBC Mortgage
Orlando, FL
10.2017 - 01.2018
- I was responsible for receiving and reviewing loan files to ensure completeness. I processed loan documents promptly to adhere to closing deadlines and verified the accuracy and completeness of credit reports before loan approval. In collaboration with underwriters, I reviewed files for final approval and monitored the progress of loans from pre-qualification to post-closing activities. I provided technical assistance for complex loan processing issues and responded swiftly to customer inquiries about loan status and requirements. I analyzed income documentation, including pay stubs, W2s, tax returns, and bank statements, to assess the borrower's repayment ability. I managed conditions received from underwriting departments, created and completed loan submission packages, and evaluated financial statements, contacting institutions and customers for clarification when necessary. I supported loan officers and underwriters by ensuring timely, judicious, and accurate loan processing. I reviewed initial client documentation to structure and submit loan packages, verified borrowers' income, credit reports, and property appraisals for underwriting, and coordinated with underwriters to address mortgage application issues and secure required documentation. I ensured compliance with federal and state regulations during the loan processing phase, coordinated document preparation with attorneys, title companies, lenders, and other third parties, and maintained accurate records of all closed loans following company policy. I also upheld the complete confidentiality of all submitted information as per release guidelines.
Senior Loan Processor
Gateway Mortgage Group, LLC
Brentwood, TN
02.2017 - 09.2017
- I reviewed financial statements, contacted institutions and customers for detail clarification, and coordinated document preparation with various third parties as necessary. I maintained accurate records of all closed loans, ensuring compliance with company policy, and verified that all required paperwork was completed accurately and on time by all parties involved. I processed loan documents promptly to meet closing deadlines and worked closely with underwriters for file review and final approval. I verified credit reports for accuracy and completeness before loan approval, reviewed loan applications for accuracy, completeness, and regulatory compliance, and responded quickly to customer inquiries about loan status and requirements. I analyzed income documentation, including pay stubs, W2s, tax returns, and bank statements, to assess the borrower's repayment ability. I used various software programs, like Encompass360 Loan Origination System, for data entry, maintained confidentiality of information as per guidelines, managed conditions from underwriting departments, created and completed loan submission packages. I discussed loan needs and financial histories with clients, providing information about the application process, communicated with customers in person and via telephone to answer questions, process transactions, and resolve issues. I kept up with a fast-paced schedule, ensuring satisfactory application approval times, supported loan officers and underwriters by guaranteeing timely, judicious, and accurate loan processing, organized loan files, updated databases, prepared correspondence, and communicated with stakeholders. I reviewed and verified borrowers' income, credit reports, and property appraisals to prepare underwriting documents and identified potential issues in loan files.
Mortgage Loan Processor
Farmington Mortgage
Nashville, TN
01.2015 - 01.2017
- Assembled and finalized loan submission packages. Ensured all loan conditions were satisfied before funds disbursement. Maintained consistent communication with customers from loan origination to closing. Addressed loan status inquiries with customer service. Assessed collateral property values against investor guidelines. Evaluated loan applications for borrower information accuracy. Forwarded complete loan packages to the underwriting department for decision-making. Procured appraisals and title services for borrowers as needed. Conducted post-closing audits to fulfill file completion requirements. Established and executed loan submission packages. Upheld strict confidentiality of all submitted information per release protocols. Oversaw conditions received from underwriting departments. Coordinated between loan officers, underwriters, and clients for efficient processing. Reviewed loan documents for errors and rectified any inconsistencies. Gathered necessary documentation from clients, including income proof and employment verification. Reached out to external entities to confirm client financial details. Presented comprehensive loan packages to underwriting for processing. Employed loan processing software for efficient data management. Computed borrowers' income and debt ratios for loan qualification assessments.
Mortgage Loan Processor
F&M Mortgage
Brentwood, TN
01.2014 - 12.2014
- Established and finalized loan submission packages.
Evaluated credit reports for mortgage loan eligibility.
Confirmed fulfillment of loan conditions before fund disbursement.
Maintained regular communication with customers from loan origination to closing.
Addressed loan status inquiries through customer service.
Investigated documentation inconsistencies from applicants or third parties.
Forwarded complete loan packages to the underwriting department for decision-making.
Digitally organized files by document type and reception date.
Procured appraisals and title services for borrowers as needed.
Assembled and finalized loan submission packages.
Handled conditions received from underwriting departments.
Interacted with customers face-to-face and by phone to address queries, facilitate transactions, and solve problems.
Reviewed clients' financial histories and loan requirements, explaining application procedures.
Oversaw loan processing schedules to adhere to closing dates.
Collected property appraisals, surveys, and tax documents to refresh mortgage loan files.
Consistently updated clients on their loan application status.
Administered a pipeline of loan applications for streamlined processing.
Assisted in resolving issues related to appraisals and titles.
Dispatched comprehensive loan packages to the underwriting department for processing.
Collaborated with underwriters to rectify loan application discrepancies.
Secured and confirmed the clearance of underwriting conditions for loan file readiness.
Inspected and authenticated loan application paperwork for accuracy and completion.
Digitized and stored loan and associated documents in the system.
Collaborated with external vendors to fulfill loan closing stipulations.
Mortgage Loan Processor III
BB&T Mortgage
Greenville, SC
01.2007 - 08.2014
- Set up and completed loan submission packages.
Organized electronic files by document type and date of receipt.
Compiled necessary documentation for government agency processing.
Performed accuracy quality control reviews on closed loans.
Processed loan documents, ensuring federal regulation compliance.
Analyzed financial data, including income, assets, liabilities, and credit history, to assess risk factors for each loan application.
Confirmed fulfillment of all loan conditions before fund disbursement.
Maintained regular communication with customers from loan origination to closing.
Forwarded completed loan packages to the underwriting department for decision-making.
Investigated documentation discrepancies from applicants or third parties.
Responded to customer inquiries about loan status as part of customer service.
Verified borrower information for accuracy in loan applications.
Ordered necessary appraisals and title services for borrowers.
Assessed financial statements and liaised with institutions and customers for clarification.
Handled conditions received from underwriting departments.
Engaged with customers directly and via phone to address questions, process transactions, and resolve issues.
Ensured complete confidentiality of information as per release guidelines.
Dispatched comprehensive loan packages to underwriting for the approval or denial process.
Worked with underwriters to address loan application concerns and inconsistencies.
Checked loan application documents for thoroughness and precision.
Managed the loan application pipeline for streamlined processing.
Secured and confirmed clearance of underwriting conditions for loan file readiness.
Gathered essential client documentation, such as income proof and employment verification.
Education
Bachelor of Science - Fashion Merchandising And Business - Minor in Business
Western Kentucky University
Bowling Green, KYSkills
- Extensive Experience with Encompass Mortgage Loan Processor
- Extensive knowledge regarding mortgage loan product guidelines and documentation required
- Understanding of Conventional loan products
- FHA
- VA and USDA
- Highly motivated to achieve client satisfaction
- Prior experience as a retail manager
- Customer service oriented
- Attention to detail
- Complete tasks in a timely manner
- Experience with Vision
- Mortgage Flex
- Contour
- Unifi
- Calyx & Encompass mortgage systems
- Knowledge of Conventional
- Govt
- Jumbo and Construction Loan Programs
- Ability to analyze information
- Computer literate
- Financial document review
- Information Verification
- Adaptability
- Customer service
- Multitasking abilities
- Responsible
- MS Office
- Computer proficiency
- Time Management
- Attention to Detail
- Management Experience
- Customer service expertise
- Order Processing
- Regulatory Compliance
- Problem-solving aptitude
- Adaptability and Flexibility
- Written Communication
- Customer Data Confidentiality
- Policies and Procedures Adherence
- Calm Under Pressure
- Account updating
Certification
- Notary Public
Accomplishments
- Third top producing Loan Processor in the BB&T organization.
Timeline
Member Services Specialist
Sam's Club
11.2022 - Current
Senior Loan Processor
Churchill Mortgage Corporation
01.2022 - 10.2022
Senior Loan Processor
Preferred Rate Mortgage/ Peoples Home Equity
10.2019 - 06.2021
Loan Officer Assistant
Highlands Residential Mortgage
10.2018 - 09.2019
Senior Mortgage Loan Processor
Legacy Mutual Mortgage
02.2018 - 09.2018
Senior Loan Processor
FBC Mortgage
10.2017 - 01.2018
Senior Loan Processor
Gateway Mortgage Group, LLC
02.2017 - 09.2017
Mortgage Loan Processor
Farmington Mortgage
01.2015 - 01.2017
Mortgage Loan Processor
F&M Mortgage
01.2014 - 12.2014
Mortgage Loan Processor
Cross Country Mortgage
01.2011 - 01.2021
Mortgage Loan Processor III
BB&T Mortgage
01.2007 - 08.2014
Bachelor of Science - Fashion Merchandising And Business - Minor in Business
Western Kentucky University
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