Miracle Wigfall
Decatur,GA
Summary
Proven track record in enhancing customer loyalty and streamlining loan processes, evidenced by my various roles. Excelled in high-stress situations and complex problem-solving, balancing attention to detail with exceptional time management. Achieved a significant reduction in document review turnaround, demonstrating both analytical prowess and a commitment to teamwork.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Publix Super Markets Inc
04.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Serve as a liaison between all departments and store managers.
- Responded to customer requests for products, services, and company information.
- Open and close store without managements assistances. Monitor and delegate front end staff to ensure store is running efficiently.
- Process payments for purchases and returns. Also processed payments for Western Union transfers, money order services, and lottery daily over $50,000.
SR. Loan Processor
Mortgage Investors Group
03.2021 - 10.2022
- Established strong relationships with lenders, title companies, and borrowers for smooth loan transactions.
- Proactively identified potential issues within applications, taking necessary steps to rectify them before submission for approval.
- Managed a high-volume pipeline of 30-50 loans monthly consistently meeting deadlines and maintaining accuracy in documentation.
- Streamlined loan processing by implementing efficient workflow systems and task prioritization.
- Processor of FHA, VA, Conventual and Rural Development loans
- Processes credit card and ACH payments
- Order required documents to complete the verification application information, including credit report updates, title reports, insurance, flood certifications, income and asset verifications.
Mortgage Loan Processor
Movement Mortgage
11.2017 - 03.2021
- Processor of FHA, VA, Conventional, Jumbo and New Construction loans
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Handled any conditions sent from underwriting departments.
- Communicates with the borrower, loan originator, 3rd party vendors, and processing support management as required to ensure all parties are aware of loan status and any outstanding requirements.
- Provide exceptional customer service by maintaining knowledge of the loan process along with documentation requirements, and providing accurate updates and guidance to borrowers
- Calculating borrower's self-employment income for loan qualifications
Collateral Reviewer Specialist
Movement Mortgage
08.2016 - 11.2017
- Performs post-closing review of loan documentation for discrepancies and deficiencies. This review includes but is not limited to execution of promissory notes, and deeds of trust, riders, legal descriptions, appraisals and title requirements.
- Maintained strong attention to detail while reviewing numerous documents daily, ensuring consistent quality and accuracy.
- Ships 75 collateral package per day to warehouse within expected timeframes.
- Asset in checking in 100- 500 Collateral Package received on a day-to-day basis.
- Maintained strict confidentiality with sensitive client information, adhering to industry standards and company policies.
- Reduced turnaround time for reviews by effectively prioritizing tasks and managing deadlines.
- Monitor all outstanding Collateral Package to ensure package arrive in a timely manner from Escrow and title Company’s.
Loan Adjustor Specialist
Wells Fargo Home Mortgage
08.2015 - 07.2016
- Review documents required for FHA Short Sale program.
- Provide exceptional customer service by communicating with internal and external clients regarding the short sale process.
- Follow procedures based on Federal Housing Administration (HUD) and FHA liquidation guidelines.
- Monitor foreclosure dates and request postponement of foreclosure sale if necessary.
- Run programs to determine financial eligibility. Notate files with detailed documentation.
- Order documents through various systems required for short sale review, which includes Appraisals and Credit Reports.
- Run the removal programs when file does not qualify for the program
- Consistently meeting CFPB guidelines with letters advising borrower of required documents need for the process.
Education
Bachelor of Science - Sport Management
Livingstone College
Salisbury, NC05.2014
Associate of Science - Accounting
Livingstone College
Salisbury, NC05.2014
Associate of Science - Business Administration
Livingstone College
Salisbury, NC05.2014
Skills
- Time Management
- Attention to Detail
- Flexible and Adaptable
- Teamwork and Collaboration
- Customer Service
- Analytical Skills
- Microsoft Office proficient
- Complex Problem-Solving
Timeline
Customer Service Representative
Publix Super Markets Inc
04.2023 - Current
SR. Loan Processor
Mortgage Investors Group
03.2021 - 10.2022
Mortgage Loan Processor
Movement Mortgage
11.2017 - 03.2021
Collateral Reviewer Specialist
Movement Mortgage
08.2016 - 11.2017
Loan Adjustor Specialist
Wells Fargo Home Mortgage
08.2015 - 07.2016
Bachelor of Science - Sport Management
Livingstone College
Associate of Science - Accounting
Livingstone College
Associate of Science - Business Administration
Livingstone College