Maletta Sommons
Sacramento,CA
Summary
Accomplished Loan Specialist with extensive experience at the U.S. Small Business Administration, recognized for exceptional loan servicing and communication skills. Demonstrated leadership in enhancing team productivity and improving loan processing efficiency by over 30%. Proficient in credit analysis and customer support, consistently delivering successful loan resolutions. Committed to leveraging expertise to drive operational excellence and client satisfaction.
Overview
11
11
years of professional experience
Work History
Loan Specialist- Team Lead -GS 11 (40 Hrs. Per Wk)
U.S. Small Business Administration
05.2024 - Current
- Communicating with borrowers and/or third parties to obtain satisfactory resolution in adversarial situations.
- Conducting investigations and analyses in preparing a variety of servicing, collection, and liquidation actions.
- Determining the financial responsibility of borrowers and/or guarantors.
- Responding to demands for payoffs from escrow companies and research requests for reconveyance on previously paid loans to prepare documents.
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
- Responding in writing to a full range of inquiries from borrowers concerning commercial loan servicing and liquidation to assist in the liquidation of delinquent loans.
- Offered training and support to keep team members motivated and working toward objectives.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
Loan Specialist – Team Lead GS9/11 (60 Hrs Per Wk)
U.S Small Business Administration
03.2020 - 05.2022
- Responsible for the effective performance, management, training and support of Loan Specialist
- Develop creative solutions and implement objective decision making
- Maintain positive reinforcement and encourage team building relationships with employees
- Review Business loan application submissions, tax returns, financial statements and finalize the decision of the loan
- Monitor and assign disaster loan applications to Loan Officers
- Spot check files to assure quality and eligibility of business loan applications prior to Loan Officers submittal
- Utilize managerial skills to analyze and resolve unordinary issues with clients, applications, and documents, presented by LO’s
- Perform other related duties as assigned and required
- Recommended loan approvals and denials based on customer loan application reviews.
- Prepared detailed documentation for each loan transaction including closing documents.
Commercial Claims CSR - GS7 (40 Hrs. Per Week)
Berkshire Hathaway Guard Insurance
North Highlands, CA
05.2019 - 09.2019
- Answer customer inquiries regarding billing, endorsements, servicing policies, and underwriting
- Receive new commercial insurance claims, and enter information using proper spelling, grammar, and punctuation
- Process insureds request for claim certificates and loss run reports and assist with policy audits
- Utilize Guard Insurance Group System Software, internet, and agency service center to answer caller requests by accessing appropriate information from the system qualifications
- Analyzed commercial insurance policies to assist and complete insureds annual audit evaluations
- Documented all claim activities such as phone conversations, emails, and other communications with customers.
- Responded to queries, solved, or referred problems and followed up with clients to increase satisfaction.
Disaster Loan Specialist GS9 (40-60hrs. Per/wk)
U.S Small Business Administration
10.2016 - 02.2019
- Process loan applications on web-based computer system
- Ensure loan files contain all pertinent facts needed to make eligibility determinations by analyzing nature of damage, legislative and administrative loan limits, and disposition of insurance and other recoveries
- Process home and / business loans and evaluate assets to make recommendations for collateral needed to secure or modify loans per U.S
- Small Business Administration SOP guidelines
- Reviewed financial statements, tax returns, cash flow and repayment ability of home /business loan
- Apply accepted financial procedures to analyze financial resources via the review of IRS tax transcripts, and credit history to determine applicant’s repayment ability of new and/or LMOD loan request
- Exceeded quality and quantity expectations for loan processing and maintenance of loan pipeline
- Respond orally and prepare written correspondence to applicants or their representatives of collateral stipulations
- Verified and reviewed collateral required for business loan
- Specialized in Loan Modifications (LMOD’s) for Disaster Relief Loans
- Drafting and editing standard loan documents and correspondence for applicants LMOD term and conditions
Supervisor-Loan Svc Dept. GS11 (40-70 Hrs. Per/wk)
Advanced Call Ctr. Tech - Ocwen Mortgage
North Highlands, CA
12.2015 - 08.2016
- Supervised and instructed loan staff to support 3rd party mortgage servicing company
- Coach and develop associates to improve quality, performance and production. Addressed employee conduct.
- Developed and implemented strategies for meeting individual and departmental goals.
- Provided guidance to assure quality of employee’s performance and job duties
- Monitored associates live and recorded calls to ensure quality and company guidelines were met
- Conduct job candidate interviews and made hiring decisions with assistance from HR
- Completed inbound/outbound loan service calls during high volume days
- Received escalated calls for loans current month owing through foreclosure
- Collected loan payments and resolved delinquent loans when calls were escalated
- Analyzed financial statements as necessary to detect trends and initiate appropriate corrective actions.
- Negotiated and Recommended settlement agreement with borrower to avoid foreclosure of property
- Adhere to servicing guidelines and internal policies and procedures
- Accepted and processed customer payments and applied toward account balances.
- Evaluated creditworthiness of applicants by analyzing financial information such as income statements, tax returns, assets and liabilities records.
- Resolved customer complaints promptly and efficiently.
Customer Svc-Loan Servicing GS11 (40 Hrs Per/wk)
Advanced Call Ctr. Tech - Ocwen Mortgage
North Highlands, CA
10.2015 - 12.2015
- Managed customer contact through inbound call queues and outbound dialer campaigns
- Answer incoming calls from customers who are delinquent with their mortgage loan payments
- Maintained excellent customer relations by ensuring customer inquiries are handled in prompt efficient, courteous, effective and professional manner
- Established payment arrangements, financial counseling and determined various strategies to resolve delinquencies for home & business loans
- Counsel customer about loan terms, repayment and consequences of delinquencies
- Collect loan payments and resolve delinquent customer loans by leveraging retention and liquidation strategies
- Document repayment arrangements in mortgage systems
- Processed payoffs, releases, and curtailments for loans.
- Presented loan and repayment schedules to customers.
- Monitored delinquent accounts to ensure timely resolution of delinquencies or foreclosure proceedings as necessary.
- Handled routine and complex inquiries from customers, title companies and vendors each day.
Shift Lead GS9 (40 Hrs. Per/wk)
APPLE COMPUTER- Volt Workforce Solutions
Elk Grove, CA
10.2013 - 10.2014
- Supervised a department of 15-35 employees
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Complied with company safety procedures, policies and regulations to promote safe working environment.
- Facilitated weekly team meetings
- Performed quality checks on each employee by using SAP, Microsoft Excel, and Microsoft Word
- Monitored employees’ productivity
- Assisted in inventory control for Apple products
- Collaborated with management to set performance goals and evaluate progress.
- Monitored employee performance and provided feedback on areas for improvement.
- Trained new employees on company policies, procedures, and job duties.
Education
Bachelor of Science - Business Management, Business Administration
University of Phoenix
Skills
- Issue resolution
- Loan servicing
- Customer support
- Effective communication
- Documentation review
- Explanation of loans
- Loan approvals
- Mortgage lending
- Credit analysis
- Credit history assessments
- Loan processing
- Loan underwriting
Timeline
Loan Specialist- Team Lead -GS 11 (40 Hrs. Per Wk)
U.S. Small Business Administration
05.2024 - Current
Loan Specialist – Team Lead GS9/11 (60 Hrs Per Wk)
U.S Small Business Administration
03.2020 - 05.2022
Commercial Claims CSR - GS7 (40 Hrs. Per Week)
Berkshire Hathaway Guard Insurance
05.2019 - 09.2019
Disaster Loan Specialist GS9 (40-60hrs. Per/wk)
U.S Small Business Administration
10.2016 - 02.2019
Supervisor-Loan Svc Dept. GS11 (40-70 Hrs. Per/wk)
Advanced Call Ctr. Tech - Ocwen Mortgage
12.2015 - 08.2016
Customer Svc-Loan Servicing GS11 (40 Hrs Per/wk)
Advanced Call Ctr. Tech - Ocwen Mortgage
10.2015 - 12.2015
Shift Lead GS9 (40 Hrs. Per/wk)
APPLE COMPUTER- Volt Workforce Solutions
10.2013 - 10.2014
Bachelor of Science - Business Management, Business Administration
University of Phoenix
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