Michelle Walker
Cutler Bay
Summary
Experienced and goal-oriented Loan Processor with over 3 years of experiencing protecting the credibility of organizations while providing quality assistance to clients seeking loan. Highly organized, proactive and punctual. Adept in assisting qualified applicants with obtaining loans in a timely manner. Able to successfully analyze and evaluate loan applications. Address customer needs while presenting and exploring all of their financial options. Adept at planning and working with clients. The ability to cultivate trustworthy relationships, provide assistance, and abide by local, state, and federal regulations.
Overview
17
17
years of professional experience
Work History
Notary Signing Agent
Independent
09.2020 - Current
- Checked documents and identifying credentials for all parties.
- Administered oath to document signers to obtain affirmation of truth.
- Updated journal with names and dates for permanent record.
- Checked documents for accuracy and correct signing before notarizing
- Followed proper protocol when notarizing documents, verifying signatures and dates for compliance
Service Delivery Representative
CreditWorks!
01.2024 - 10.2024
- Enhanced customer satisfaction with timely resolution of issues and proactive communication.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Coordinated closely with underwriters to ensure accurate documentation and expedited processing times for each application.
- Served as a liaison between applicants and internal departments, streamlining communication channels during the loan process.
- Assisted customers with completing loan applications and other paperwork.
- Processed loan applications and monitored progress from start to finish.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Streamlined application processes for increased customer satisfaction and timely loan disbursements.
Mortgage Loan Officer Assistant
PRMG
07.2023 - 12.2023
- Complete 1003 and disclose loan application.
- Review and process loans including VA, FHA and Conventional
- Communicate with multiple parties involved in loan activities from real estate agents, title agents, Insurance agencies, builders, HOA.
- Work with Loan Originator and customers to obtain required documentation for the loan, such as income, employment verification, assets, PITIA.
- Order Title Commitments, Appraisal, FHA Case Number, VA Builders Docs, Condo Questionnaires, DataVerify, Flood Certs etc.
- Develop a complete loan submission package for the Underwriting department through AIQ.
- Satisfy conditions when received from Underwriter.
- Ensure that approval falls within the establish lending guidelines.
- Assist lender and title balancing of the closing disclosure and order closing package.
- Ensure each loan closes on time by keeping a well organized pipeline with notes for each file.
Senior Transaction Specialist
ONX Homes
03.2022 - 12.2022
- Managed associate and client inquiries via live calls, e-mails, and other communication.
- Oversee all new development projects for 3 communities.
- Accurately processed transactions such as, Purchase Sale Agreements, deposit and cancellations.
- Gathering Documents for potential sales, active sales transactions, and communicating with Affiliates ( Real Estate professionals & lenders.)
- Worked closely with the Executive Director to maintain optimum levels of communication to effectively and efficiently complete projects.
- Attended events to develop professional network.
Sr. Client Engagement Coordinator
DentaQuest
02.2008 - 08.2020
- Created and maintained physical and electronic personnel records.
- Built and maintained relationships with community organizations.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Routine client communication, including client meetings and visits.
- Knowledge of Government program health benefits.
- Provide Exceptional Customer Service.
- Contacting provider offices
- Analyze Excel formatted files.
- Knowledge in HIPAA and OSHA Guidelines.
- Responds to and resolves internal and external general customer inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions
- Provides direction on usage of self-service tools
- Communicate and disseminate YoY info to local DQ departments and teams.
- Participates in Management meetings.
- Create and submit IOD (Intent Of Deal).
- Contractually required work (standard reporting) report requests from clients.
- Facilitate, edit, and format various communication documents for use by Client Engagement team members (presentations, newsletter articles, client handouts, etc.)
- Responds to and resolves internal and external general customer inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions.
- Booked travel for team members; prepare expense reports for assigned leaders. Prepare expense reports for assigned leaders.
- Scheduling meetings; coordinating all related materials; establishing video conferences.
- Resolve / investigate complaints and grievances and appeals in accordance with State and/or Plan guidelines
- Establish and maintain professional relationships with Plan contacts
- Accurately document all cases in complaints and grievances database
- Manage workflow to meet department, Plan, State, and DentaQuest expectations
- Communicate any market or plan changes to department Lead/Supervisor/Manager
- Participate in scheduled market meetings
Education
Associate of Arts - Business On Health Administration
Miami Dade College
Miami, FLSkills
- 1003 (URLA)
- Encompass and SalesForce experience
- Mortgage loan disclosures and requirements
- Fannie Mae & Freddie Mac Guidelines
- Mortgage loan processing
- Client Management experience
- Excellent interpersonal and customer service
- Strong attention to detail
- Excellent time management with ability to meet deadlines
- Proficient with Microsoft Office
Languages
English
Spanish
Timeline
Service Delivery Representative
CreditWorks!
01.2024 - 10.2024
Mortgage Loan Officer Assistant
PRMG
07.2023 - 12.2023
Senior Transaction Specialist
ONX Homes
03.2022 - 12.2022
Notary Signing Agent
Independent
09.2020 - Current
Sr. Client Engagement Coordinator
DentaQuest
02.2008 - 08.2020
Associate of Arts - Business On Health Administration
Miami Dade College
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