Summary
Overview
Work History
Education
Skills
Additional Information
Workhistorybreak
Timeline
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MELISSA GILLESPIE

Opelika,Alabama

Summary

Mortgage professional with strong background in loan processing and client relations. Skilled in assessing financial documents, guiding clients through complex loan options, and ensuring compliance with regulatory standards. Known for fostering collaboration within teams and delivering consistent results. Adaptable and reliable, with focus on achieving client satisfaction and organizational goals.

Consumer collections professional with proven track record of resolving account issues and achieving positive outcomes. Known for strong team collaboration and results-driven approach, adaptable to changing needs and reliable in meeting goals. Proficient in negotiation and conflict resolution.

Overview

28
28
years of professional experience

Work History

Mortgage Loan Originator

Southeast Mortgage
11.2023 - Current
  • Contact people and realtors to seek out mortgage loans
  • Collecting financial information
  • Assess applicants financial position and credibility
  • Complete loan contracts
  • Ensuring Compliance
  • Building Relationships
  • Encompass knowledge
  • FHA, CONV, VA, USDA, 203K knowledge
  • Worked with underwriters to fix application problems and resolve issues.
  • Collaborated with underwriters, processors, and other team members to resolve issues, ensuring smooth transactions for all parties involved.
  • Analyzed applicant financial data to determine eligibility for various loan products, tailoring recommendations based on individual needs.
  • Maintained up-to-date knowledge of industry regulations, changes, and trends to provide accurate advice to clients.
  • Increased loan application approvals by efficiently processing and reviewing documents for accuracy and compliance.
  • Contributed towards achieving branch sales targets through consistent performance in meeting personal goals as well as supporting team members when needed.
  • Provided exceptional customer service throughout the entire loan process from initial consultation to closing day.
  • Worked closely with borrowers experiencing financial hardship, helping them explore alternative financing options or refinancing solutions.
  • Streamlined the loan origination process with thorough pre-qualification assessments, resulting in faster decision making.
  • Assisted clients in understanding complex mortgage terms, facilitating informed decisions about their financing options.
  • Updated borrowers through each step of loan application, approval and closing processes while remaining attentive to customer needs.
  • Resolved discrepancies between borrowers, lenders and financial institutions with detail orientation and efficiency.
  • Structured loans creatively to address unique borrower situations and maximize approval chances without compromising compliance standards.
  • Conducted borrower interviews to gather necessary information and documentation for loan applications.
  • Explained different types of loans pertaining to client situations.
  • Interviewed applicants to assess loan requirements before suggesting offers.
  • Developed strong relationships with real estate agents, increasing referral business and expanding client base.
  • Managed a pipeline of mortgage applications, prioritizing tasks to ensure timely closings and meet clients'' needs.

Senior Loan Processor and Assistant Branch Manager

Hometown Lenders
08.2019 - 10.2023
  • Processed Loans for all Loan Officers in the Branch -FHA, CONV, VA, USDA-
  • Liaison between Customers and Underwriters
  • Utilized credit recovery systems to analyze consumer credit and create a pathway to obtaining a adequate score for mortgage purchasing
  • Ordered and examined appraisal reports related to customer's mortgage files
  • Utilized multiple computer systems such as Encompass to process mortgage applications
  • Ordered titles and examined
  • Ordered FHA CASE numbers
  • Ordered Verification of Employment
  • Ordered Tax Transcripts

Assistant Branch Manager

OneMain Financial
08.2013 - 08.2019
  • Utilized talents and expertise to locate customers with aged accounts
  • Consumer Collections 30,60,90+ day accounts
  • Reviewed company data on a weekly schedule to update comparable files
  • Balanced daily cash deposits and bank vault inventory with a zero-error rate
  • Trained employees on cash drawer operation
  • Adhered to One Main security and audit procedures
  • Managed numerous charge-off credit accounts
  • Met and exceeded requirements for customer calls by 90%
  • Delivered prompt, accurate and excellent customer service
  • Interviewed customers to determine reasons for delinquency, source of income, and next pay date to build solutions for financial issues
  • Achieved proper compliance and accurate executive level reporting
  • Received regional branch recognition awards for outstanding customer service
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
  • Built rapport with account holders by reaching out with product recommendations and account updates.
  • Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.

Assistant Branch Manager

Lendmark Financial Services
03.2001 - 12.2007
  • Successfully led key projects which resulted in an average of 2 real estate closings per month
  • Prepared routine legal correspondence and memoranda for attorney partners
  • Prepared departmental contracts for attorney approval
  • Increased small loans by $ 68,000 dollars
  • Managed all elements of foreclosures
  • Worked PS aspects of real estate closing
  • Consumer Collections
  • Developed strong rapport with customers by actively listening to concerns and finding mutually beneficial solutions to resolve past due balances.
  • Maintained accurate records of all collection activities, ensuring compliance with industry regulations and company policies.
  • Coordinated collection calls to delinquent customers and verified compliance with debt collection laws and regulations.
  • Contributed to company revenue growth with diligent account management and timely debt recovery efforts.

Loan Administration Service Rep

Bank of America
12.1999 - 03.2001
  • Coordinated an $80 million-dollar portfolio for the Florida market
  • Responsible for distribution of funds, tracking insurance, documentation, setup and maintaining legal/loan files to ensure accuracy and completeness
  • Initiation of follow-up maintenance reconcile front end and core accounting systems
  • Processed loan advances and payments
  • Examined and verified accuracy of loan system data and structure
  • Calculated loan payoff and partial amount preparation of all related documentation
  • Used research to resolve differences on various appreciation systems
  • Resolved interest discrepancies using DDA algorithm and other restoration means
  • Forecast trends by organizing data and creating Excel-based financial models

Assistant Branch Manager / Senior CSR

First Family Financial
10.1996 - 12.1999
  • Produced and underwrote 60,000 thousand dollars in Real Estate volume per month
  • Maintained 386 Real estate and Personal loan accounts
  • Investigated mortgages while supervising 8 full time CSR's
  • Maintained, balanced and oversaw daily accounting of all incoming and outgoing finances
  • Performed all account payable functions related to various accounts
  • Investigated and consulted with underwriting loan applications of various types
  • Evaluated credit application to determine risk factors and financial feasibility
  • Monitored daily operations and supported Branch Manager in necessary duties
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
  • Conducted thorough research on debtor profiles, formulating tailored collection strategies for each unique case.
  • Reduced outstanding debt for the company by consistently following up on overdue payments from customers.
  • Enhanced customer relationships through empathetic communication, allowing for amicable resolutions to financial issues.

Education

High School Diploma -

Faith Christian Academy
Loganville
06-1994

Skills

  • Licensed Mortgage Loan Originator NMLS# 2184105
  • Proficient in customer service skills
  • Experience in Staff Training and development
  • Insurance sales
  • Real estate sales and research
  • Loan structuring
  • Pipeline Management
  • Underwriting guidelines
  • Loan Processing/Orignating
  • Payment Collection
  • Credit check knowledge
  • Pre-approval process
  • Attention to Detail
  • Analytical and Critical Thinking
  • Negotiation
  • Problem-Solving

Additional Information

Licensed Mortgage Loan Originator in Alabama and Georgia

Workhistorybreak

01/01/07, 08/01/13, Stay home with my two boys until they got old enough to start school.

Timeline

Mortgage Loan Originator

Southeast Mortgage
11.2023 - Current

Senior Loan Processor and Assistant Branch Manager

Hometown Lenders
08.2019 - 10.2023

Assistant Branch Manager

OneMain Financial
08.2013 - 08.2019

Assistant Branch Manager

Lendmark Financial Services
03.2001 - 12.2007

Loan Administration Service Rep

Bank of America
12.1999 - 03.2001

Assistant Branch Manager / Senior CSR

First Family Financial
10.1996 - 12.1999

High School Diploma -

Faith Christian Academy

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MELISSA GILLESPIE