Marie Ann Estenzo-Gray
San Diego
Summary
Dynamic professional with extensive experience at the U.S. Small Business Administration, excelling in disaster loan application processing and customer service. Proficient in Microsoft Office and fluent in multiple languages, I effectively guided disaster survivors through complex loan procedures, ensuring timely assistance and compliance. Recognized for my strong communication skills and commitment to excellence.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Customer Service Representative, GS-9
U.S Small Business Administration
Sacramento
10.2021 - Current
- Assisting with completing home and business loan applications electronically and communicating disaster loan program information to disaster survivors.
- Explaining loan closing documents to borrowers and assisting in closing approved disaster loans.
- Using computer skills to input disaster survivor information to complete loan applications, utilize e-mail, word processing, spreadsheets, and the Internet, and to navigate within a database to input and retrieve information.
- Performing some financial computations/analyses to determine applicants' ability to repay loans.
- Responding to a variety of business-related customer inquiries and providing program information to the public;
- Working with financial documents: such as, tax returns, income (profit and loss) statements, schedules of liabilities, balance sheets, etc;
- Worked as a Team Lead within a DISASTER RECOVERY CENTER to achieve goals, objectives or metrics to produce deliverables; Knowledge/proficiency of word processing programs, spreadsheets, email platforms and/or other automated software communication tools such as Microsoft 365 or Google Workspace.
Loan Specialist, GS-11
U.S Small Business Administration
Fort Worth
06.2020 - 11.2021
- Investigated and evaluated credit histories to determine credit worthiness of individual and/or business.
- Reviewed and Analyzed various financial data which included financial statements, business profit and loss, balance sheet and federal tax returns for repayment ability of loan applicants.
- Determine and make recommendations on decisions to approve or decline residential and business Loans.
- Analyzing real estate collateral to secure loans.
- Worked on DCMS 2.0, WEB TA, Microsoft Office. Multi-line phone systems, email and voicemail systems for disaster field service contact.
- Specialize in Loan processing and loan application document review per SBA guidelines.
BSA Compliance Specialist
San Diego Credit Union
San Diego
09.2020 - 05.2021
- Ensured that the Credit Union is in compliance with all state and federal regulations, as well as administering quality assurance checks that support compliance within the established guidelines.
- The position will also perform Quality Assurance reviews on Consumer Loans, Real Estate Loans and Pre-Funded Mortgage Loans, as well as assist with Branch quality Assurance Reviews.
- Ensured that policies, procedures and regulations are followed in order to protect the integrity of the credit union.
- BSA Compliance Development: Assumes responsibility for the Credit Union’s compliance with all applicable laws, rules, and Credit Union policies.
- Assists Leadership Team, as needed, in developing policies and procedures that follow compliance guidelines.
- Periodically reviews existing policies to ensure accuracy, efficiency, and effectiveness.
- Prepares compliance reports for Supervisory Committee meetings.
- Marketing Compliance Review: Reviews all marketing and promotional material for Compliance with state and local laws.
- Performed Compliance and Quality Assurance Reviews: Assumes the responsibility of coordinating and completing various compliance and quality assurance reviews including those conducted by third parties.
- Utilize compliance and audit software to track findings through completion and provide reports to management as needed.
- Vendor Management Program: Assist in the oversight of the credit union’s vendor management program including contract and lease management; support Relationship Owners in completing risk assessments and due diligence.
- Maintain member, team members and other sensitive information with confidentiality.
Temporary hire Administrative Assistant/Compliance
Pure Mortgage, Inc.
San Diego
11.2016 - 03.2017
- Reads and routes incoming mail.
- Prepares outgoing mail and correspondence, including e-mail and faxes.
- Composes and types routine correspondence.
- Greets scheduled visitors and conducts to appropriate area or person.
- Organizes and maintains file system, and files correspondence and other records.
- Handles daily office administrative and operational requests.
- Sets up desks and supplies for new employees, sets up and coordinates technical requirements of new employees and coordinates assistance with contracted IT professional.
- Keeps, updates and distributes Employee Roster with the addition of new employees, or with employee changes.
- Coordinates manager's schedule and makes appointments.
- Arranges and coordinates travel schedules and reservations.
- Conducts research, and compiles and types statistical Home Mortgage Loans report: Conventional, FHA, VA.
- Coordinates and arranges meetings, prepares agendas, reserves and prepares facilities, and records and transcribes minutes of meetings.
- Makes copies of correspondence or other printed materials.
- Orders and maintains office supplies, and arranges for equipment maintenance.
Paralegal Specialist, GS-11
U.S Small Business Administration
Fort Worth
09.1992 - 06.2014
- Handled screening, intake Disaster Loan Applications and prepared SBA Home, Business and EIDL closing Packages for loan.
- Reviewed and Notarize collateral loan closing documents LA&A, Notes, Guarantees, Mortgages, Tax Forms, Deeds of trust, etc., verify the requirements of the contract (LA&A).
- Handled loan status inquiries.
- Assist Disaster borrowers with correspondence responses to written inquiries.
- Advise borrowers on loan closing procedures, and as to loan terms and conditions within the contract (LA&A).
- Prepared, interviewed and performed loan applications intake to determine disaster loan eligibility or refer to FEMA for Grant eligibility and work with other federal assistance agency to assist disaster victims.
- Assisted with loan servicing through the advice of assigned Attorney for disbursement of Loan funds based on the progress of the borrower's collateral requirement and progress.
- Provide supervising attorney with daily production reports of closed loans.
- Trained and Supervise New hire paralegals and loan closing officers to provide clarification and guidance to loan closing procedure.
- Prepare Travel Expense Reimbursement vouchers.
- Arranges and coordinates travel schedules and reservations to affected disaster zones.
- Meet and assist Disaster victim and guide to appropriate area or person.
- Make copies of all correspondence or other printed materials as necessary for Disaster Loan Borrowers.
- Provide technical assistance, counsel, and training to new employees Customer service and Disaster loan process and procedures.
- Skilled in oral communication, speaking with survivors and/or representatives, often under stressful conditions, who are making program inquiries and posing technical questions.
- Responded to complex customer inquiries, providing general information public regarding federally declared disaster and SBA’s disaster loan programs.
- Issued Home and Business loan application via call tracker (ODA) to disaster victims.
- Used various computer systems to research customer inquiries, record call activity and complete necessary forms.
Education
Bachelor of Arts - Organizational Psychology
Colorado Technical University
Colorado Springs, CO01.2017
High School Diploma -
Kauai High School
Lihue, HI05-1982
Skills
- ULP and FAST proficiency
- SCHEDULAR expertise
- Microsoft Word skills
- Data entry in Excel
- English, Spanish, Tagalog, and Visayan Filipino translation
- Customer service training
- Disaster loan application processing
- Loan processing and closing
- Home and business servicing processes
- EIDL servicing process
- Notary public certification
- Public trust security clearance
- Concur government travel reimbursement
- SBA disaster loan package preparation
- SBA loan application screening
- Intake and loan disbursement management
- SBA loan servicing procedures
- FEMA disaster recovery knowledge
- Disaster recovery office management
- Travel scheduling and arrangements
- Government travel card guidelines
Certification
ABA-Approved Paralegal Certificate, Hawaii School of Adult education, 1993
References
To be provided upon Request
Timeline
Customer Service Representative, GS-9
U.S Small Business Administration
10.2021 - Current
BSA Compliance Specialist
San Diego Credit Union
09.2020 - 05.2021
Loan Specialist, GS-11
U.S Small Business Administration
06.2020 - 11.2021
Temporary hire Administrative Assistant/Compliance
Pure Mortgage, Inc.
11.2016 - 03.2017
Paralegal Specialist, GS-11
U.S Small Business Administration
09.1992 - 06.2014
Bachelor of Arts - Organizational Psychology
Colorado Technical University
High School Diploma -
Kauai High School