MARIA VALDERRAMA
San Tan Valley,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Customer Relations Agent I Remote
Viking Cruises, Inc.
07.2022 - 10.2023
- Researched and created case
- Found resolutions for issues expressed by guests
- Followed guidelines for compensation to guests
- Offered compensation to guests whether monetary or future cruise vouchers
- If guidelines were exceeded signature was required on Non-Disclosure Agreement and was added to account information to maintain updated customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Created good rapport, trust and most of all had empathy with the customers and it turned into a bond.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
FHA/DE/VA/SARS/CONV Underwriter Remote
Lakeview Loan Servicing, LLC.
08.2018 - 04.2022
- Maximized our funding ratio
- Mentored processing staffing & Account Executives & Loan Officers on underwriting deficiencies and calculations
- Researched lender products and requirements to offer re-structuring options
- Maintained consistent communications with customers & sales staff to ensure all questions are communicated promptly while demonstrating an outstanding level of customer service.
- Built strong relationships with lenders, brokers and clients for constructive communications.
- Made approval and denial recommendations by determining accurate risk levels.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Determined and documented loan conditions and communicated requirements and decisions.
- Examined credit reports, financial statements and tax returns to determine repayment capability.
VA/SARS/LAPP Underwriter Remote
Veterans United Home Loans, LLC.
01.2017 - 06.2018
- Responsible for reviewing, analyzing, and approving complex loans
- Assisted with re-structuring files
- Kept turn times 24 hours no matter what type of loan it was
- Team player and ability to work independently.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Made approval and denial recommendations by determining accurate risk levels.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
- Evaluated loan applications for affordability and conformance with underwriting guidelines.
- Determined and documented loan conditions and communicated requirements and decisions.
- Examined credit reports, financial statements and tax returns to determine repayment capability.
- Assessed and advised on loan applications utilizing in-depth underwriting process understanding.
- Ascertained application viability by verifying collateral values, title reports and appraisals.
FHA/DE/VA/SARS/USDA/Jumbo Underwriter Remote
Stearns Lending, LLC.
06.2016 - 12.2016
- Calculated, analyzed, evaluated, and made independent decisions on credit, income, assets, and risk to determine the income and ability to repay
- Made approval and denial recommendations by determining accurate risk levels.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Re-structured loans for originators and processors so they could discuss with their borrowers for possible counter-offer opportunities
- Acquired and maintained knowledge, to comply, with all federal and state consumer lending laws and regulations necessary to perform consumer lending duties.
FHA/DE/VA/SARS/Conv Underwriter
Wells Fargo Home Mortgage Loans, Inc.
04.2015 - 06.2016
- Structured loans according to lender requirements and credit quality
- Initiative-taker, self-reliant, dependable, ability to work within and meet specific time constraints
- Flexibility in decision making with strong critical thinking skills
- Made approval and denial recommendations by determining accurate risk levels.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
- Determined and documented loan conditions and communicated requirements and decisions.
- Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, interpret documents, understand procedures, draft reports, and correspondence, speak clearly to customers and employees.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
Underwriting Accounting & Closing Manager (LAM2)
Wells Fargo Home Mortgage Loans, Inc.
03.2014 - 04.2015
- Managed Builder Team
- Managed two teams at the same time
- Maintained service level agreements
- Clear-to close margins went up more than 20%
- Managed pipelines for two different regions
- Production went up 20% during that time
- Quality control numbers were on pace to 85% min
- Encouraged atmosphere of teamwork by supporting staff and fostering cooperation and trust through fairness and consistency.
- Served as first contact in escalation path to resolve questions between team members, customers and third-party vendors.
- Trained new employees on proper protocols and customer service standards.
- 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.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Mitigated business risks by working closely with staff members and assessing performance.
- Managed 24 Underwriters at different levels
- First month with 8 new Underwriters hit #1 in the Region & 14th overall
- Structured loans according to lender requirements and credit quality
- Initiative-taker, self-reliant, dependable, ability to work within and meet specific time constraints
- Flexibility in decision making with strong critical thinking skills
- Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, interpret documents, understand procedures, draft reports, and correspondence, speak clearly to customers and employees.
Education
Bachelor of Arts - English Literature
InterAmerican University
San Juan, Puerto RicoSkills
- MS Office: Word, Excel, PowerPoint, Outlook
- Encompass; FHA Connection; AUS; LP; DU; Calyx; Open/Close; CLOSR; Zippy; VIP/WebLGY; GUS
- CRM Software
- Complaint Handling
- Positive Attitude
- Technical Support
- Problem Solving
- Call Center Experience
- Adaptability
- Social Media Management
- Customer Service Orientation
Timeline
Customer Relations Agent I Remote
Viking Cruises, Inc.
07.2022 - 10.2023
FHA/DE/VA/SARS/CONV Underwriter Remote
Lakeview Loan Servicing, LLC.
08.2018 - 04.2022
VA/SARS/LAPP Underwriter Remote
Veterans United Home Loans, LLC.
01.2017 - 06.2018
FHA/DE/VA/SARS/USDA/Jumbo Underwriter Remote
Stearns Lending, LLC.
06.2016 - 12.2016
FHA/DE/VA/SARS/Conv Underwriter
Wells Fargo Home Mortgage Loans, Inc.
04.2015 - 06.2016
Underwriting Accounting & Closing Manager (LAM2)
Wells Fargo Home Mortgage Loans, Inc.
03.2014 - 04.2015
Bachelor of Arts - English Literature
InterAmerican University