Melissa Leonard
Chicago,IL
Summary
Loan Specialist with 5-year background in assessing credit history data, customer service, consumer financing, loan administration, default management and finding appropriate solutions that are perfect for customer needs. Excellent communicator and decision maker with a strong eye for detail and a proactive nature. Expert negotiator, problem solver and organizer. Ready for a new position where a loan evaluation background can be best utilized.
Overview
13
13
years of professional experience
Work History
Mortgage Underwriter
Freedom Mortgage Corporation
Chicago, IL
11.2020 - 05.2022
- Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Experience with FHA, VA, Conventional and Jumbo loans.
- Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records and current financial status.
- Maintained mortgage program compliance with federal agencies such as VA, HUD and FNMA.
- Met 1-hour timeline consistently, turning around applications quickly with firm approval or denial decisions.
- Monitored pipelines to track and log status of loans.
- Worked with processing team members to communicate errors and obtain missing information for current applications.
Consumer Loan Processor
Enova International
Chicago, IL
08.2015 - 09.2020
- Assessed customer account histories to determine previous compliance with payment plans and loan terms.
- Handled any conditions sent from underwriting departments.
- Maintained pipeline of 40 - 50 loans.
- Prepared documents for underwriting by verifying client income, credit reports and other information.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
Customer Support Representative
Groupon Corporate Headquarters
Chicago, IL
09.2013 - 09.2015
- Answered over 150 customer communications per day via telephone, email and web chat
- Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention
- Entered customer interaction details in Zendesk to track requests, document problems and record solutions offered
- Exceeded company productivity standards by 25% on consistent basis, handling more than 15% of quota each day
- Handled incoming calls and managed escalated needs with targeted resolutions
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 20%
Front Desk Agent
The Amber Inn
Chicago, IL
03.2013 - 12.2013
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to hotel environment
- Identified opportunities for process improvements that upon implementation, resulted in 15% decrease in support calls
- Politely welcomed arriving guests, providing room keys and information on amenities and policies
- Quickly answered calls and routed to proper guest or department using multi-line phone system
- Updated customer accounts with add-on room charges, including mini bar use and room service bills
Dispatch Supervisor
Yellow Cab Chicago
Chicago, IL
01.2009 - 02.2013
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions
- Directed all dispatching, routing and tracking of 75-100 cabs vehicles
- Generated reports detailing metrics such as call times and satisfaction ratings
- Recruited, interviewed and hired individuals who would add value, dedication and knowledge to dispatch team
- Trained over 50 new employees over 3 years in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction by 30%
- Went 45 days without driver accident by staying up to date and alerting drivers of traffic and weather hazards in real time
Education
Associate of Science - Business Administration
Harold Washington College
Chicago, IL2020
Skills
- Application preparation
- Automated Underwriting System (AUS)
- Decision-making ability
- Excellent time management skills
- Information verification
- Loan Processing
- Meticulous attention to detail
- Proficient in Encompass, Genesis, Jira, Live Chat, MS Office, Salesforce, Slack and Zendesk software
- Processing procedures
- Rapid data entry skills
- Self-sufficient
- 50-55 WPM typing speed
Timeline
Mortgage Underwriter
Freedom Mortgage Corporation
11.2020 - 05.2022
Consumer Loan Processor
Enova International
08.2015 - 09.2020
Customer Support Representative
Groupon Corporate Headquarters
09.2013 - 09.2015
Front Desk Agent
The Amber Inn
03.2013 - 12.2013
Dispatch Supervisor
Yellow Cab Chicago
01.2009 - 02.2013
Associate of Science - Business Administration
Harold Washington College