Summary
Overview
Work History
Education
Skills
Timeline
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Maria Santibanez

Summary

Well-qualified administrative team member bringing demonstrated knowledge and abilities in loan processing. Effective at organizing paperwork, resolving discrepancies and working with third-party vendors to clear issues and completing closings. Fluent in English and Spanish

Overview

28
28
years of professional experience

Work History

Account Manager/Customer Service Representative

Lumio
10.2022 - 03.2024
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Coordinated with internal teams to facilitate prompt delivery of client projects.

Funder / Doc Drawer

Banc One Mortgage Corp.
08.2020 - 08.2022
  • Maintained organized records of submitted applications, awarded grants, and relevant correspondence for easy reference and compliance purposes.
  • Developed comprehensive budgets for funding proposals, accurately reflecting project costs and anticipated revenue streams.
  • Daily communication via phone and email with Management, Borrowers, Loan Officers, Loan Processor/Account Escrow/Attorney & Title to obtain all needed documents.
  • Pre-funding QC of loan, reviewing signed
    Loan Docs, issuing & clearing Funding conditions, confirming all fees, and balancing prior to sending
    out wire.

Loan Officer Assistant

Self-employed
05.2017 - 07.2022
  • Answered inquiries and provided superior customer service to clients.
  • Coordinated with loan officers to optimize the pre-approval process, resulting in a smoother overall experience for clients.
  • Managed a pipeline of mortgage applications, maintaining accuracy and prioritizing urgent cases.
  • Set up files using loan officer checklist and submitted on-time for processing.
  • Supported loan processing by compiling applicant documentation such as credit reports, employment verifications, and financial history paperwork.
  • Continuously expanded knowledge of various mortgage products and lending guidelines to provide clients with the best possible solutions for their needs.
  • Assembled important paperwork and disclosures for borrower.
  • Proactively addressed potential roadblocks in the loan process, resulting in faster resolution of issues and higher client satisfaction rates.

Senior Loan Processor

OGI Mortgage Bankers
03.2016 - 01.2017
  • Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
  • Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
  • Obtained VOEs, VODs, VOMs, Transcripts, SSV, SSRs, Fraud Guard, Flood Cert, FHA forms
  • Handled any conditions sent from underwriting departments.
  • Assist on QC Department when needed
  • Supervised and trained 3 assistants.

Senior Loan Processor

JCVD Marketing
10.2015 - 02.2016
  • Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
  • Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
  • Handled any conditions sent from underwriting departments.
  • Prepared file for final clear-to-close by branch management.
  • Received on-going, comprehensive training on home loan products and mortgage process.
  • Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
  • Analyzed borrower credit reports and income statements to verify accuracy.

Jr. Underwriter

OGI Mortgage Bankers
06.2015 - 09.2015
  • Conducted thorough research on applicants'' financial history, enabling accurate evaluation of their creditworthiness.
  • Improved departmental productivity by training new team members on underwriting procedures and best practices.
  • Kept in contact with Agents regarding the status of the loan
  • Opened Escrow, Title, ordered Appraisal, ordered VOEs, VODs, VOMs, Flood Certificate, SSRs and FHA Case Number.
  • Maintained compliance with company policies and industry regulations through diligent review of documentation and data analysis.
  • Demonstrated expertise in various types of loans, including FHA, VA, and conventional mortgages.
  • Collaborated with cross-functional teams to develop comprehensive risk assessments for potential clients.

Senior Loan Processor

Genpact Mortgage
04.2015 - 07.2015
  • Closed an average of 50+ loans with a 70+ pipeline per month
  • Verified all documentation and fees to send out Disclosures
  • Obtained VOEs, VODs, VOMs, Transcripts, SSV, SSRs, Fraud Guard, and Flood Cert.

Senior Loan Processor

Banc One Mortgage Corp.
10.2014 - 03.2015
  • Managed a high-volume pipeline of loans, consistently meeting deadlines and maintaining accuracy in documentation.
  • Enhanced customer satisfaction with timely and accurate loan processing, maintaining clear communication throughout the process.
  • Established strong relationships with lenders, title companies, and borrowers for smooth loan transactions.
  • Communicated via email, phone & fax with Borrower(s), Loan Agents to obtain documents
  • Trained and managed 1 assistant
  • Helped oversee the process to get the office FHA Approved by HUD
  • Obtained VOEs, VODs, VOMs, Fraud Guard, Flood Cert, FHA Forms
  • Assisted with QC & Funding when needed.

QC & Shipping Manager

Affiliated Funding/CLS
09.2010 - 09.2014
  • Pre-Docs and Post-closing QC
  • Reviewing and shipping an average of 15 loans per day
  • Managed and trained 2 assistants
  • Constant communication with warehouse lines on closed loans
  • Working closely with the Processing, Underwriting, Funding and FHA Insuring departments to assure compliance
  • Cross-trained and provided backup for Funding.
  • Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
  • Served as a trusted advisor to senior management on matters related to quality assurance, contributing valuable insights that informed strategic decision-making processes.

Pricing Manager

Bancasa Financial
11.2005 - 04.2007
  • Kept clear and constant communication with 20+ Lenders on new products and updates on guidelines
  • Overseen the Processing Department (3 people)
  • Trained Loan Agents, and Processors on any updates
  • Reviewed and verified income prior to providing loan options to Agents to sell to the Borrower(s).

Loan Consultant

Independent Realty Finance
07.2004 - 10.2005
  • Call Center receiving 20+ calls per day from prospect clients
  • Prequalifying all borrowers prior to submission
  • Constant communication with Borrowers by requesting all documents and providing them with updates on their transaction.

Processing Manager

Pacific Capital Mortgage
05.2002 - 06.2004
  • Average closing 65+ loans per month with an 8090 pipeline
  • Managed and kept training of 2 assistants
  • Verify income and documents prior to submitting the file to the Lender
  • Requested all documents from the Loan Officers
  • Conv., FHA, VA, Streamlines, ARM programs.

Senior Loan Processor

Independent Realty Finance
04.1999 - 05.2002
  • Initial roll as a receptionist answering phones, managing the office, ordering supplies, and helping with payroll
  • As a Loan Processor I requested all needed documents from the Borrower(s) via phone, email, and fax
  • Updated Agents and Escrow on loan status
  • Obtained VOEs, VODs, VOMs, FHA Case Number, CAIVRS and Refinance Authorizations.

Real Estate Agent's Assistant

R.E. Mortgage
06.1996 - 01.1999
  • Answering phones and sending out faxes for current transactions in process
  • Searched for potential properties on the MLS
  • Reviewed Purchase Contracts and Counter Offers
  • Promptly requested all documents from Buyer and Seller.

Education

High School Diploma -

Savanna High School
Anaheim, CA
01.2003

High School Diploma -

Savanna High School
Anaheim, CA
01.1996

High School Diploma with Honors - Business Administration and Human Relations

University Panamericana of New Laredo
New Laredo, Mexico
01.1995

1 year of High School -

Monterrey Institute of Technology and Higher Education
Monterrey, Mexico
01.1993

Skills

  • Account Management
  • Customer Service
  • Teamwork and Collaboration
  • Client Relations
  • Pipeline Management
  • Document Review
  • Appraisal review
  • Loan structuring
  • Loan Processing
  • Problem-Solving

Timeline

Account Manager/Customer Service Representative

Lumio
10.2022 - 03.2024

Funder / Doc Drawer

Banc One Mortgage Corp.
08.2020 - 08.2022

Loan Officer Assistant

Self-employed
05.2017 - 07.2022

Senior Loan Processor

OGI Mortgage Bankers
03.2016 - 01.2017

Senior Loan Processor

JCVD Marketing
10.2015 - 02.2016

Jr. Underwriter

OGI Mortgage Bankers
06.2015 - 09.2015

Senior Loan Processor

Genpact Mortgage
04.2015 - 07.2015

Senior Loan Processor

Banc One Mortgage Corp.
10.2014 - 03.2015

QC & Shipping Manager

Affiliated Funding/CLS
09.2010 - 09.2014

Pricing Manager

Bancasa Financial
11.2005 - 04.2007

Loan Consultant

Independent Realty Finance
07.2004 - 10.2005

Processing Manager

Pacific Capital Mortgage
05.2002 - 06.2004

Senior Loan Processor

Independent Realty Finance
04.1999 - 05.2002

Real Estate Agent's Assistant

R.E. Mortgage
06.1996 - 01.1999

High School Diploma -

Savanna High School

High School Diploma -

Savanna High School

High School Diploma with Honors - Business Administration and Human Relations

University Panamericana of New Laredo

1 year of High School -

Monterrey Institute of Technology and Higher Education

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Maria Santibanez