Dorcia Williams
Converse,TX
Summary
Accomplished, success-driven and energetic Mortgage Loan Officer Assistant and Mortgage Loan Processor with experience of managing and resolving customer service needs, event planning, establishing relationships and increasing overall process efficiencies while strengthening relationships with customers, employees and strategic partners. Skilled in collaborating with all members of an organization to achieve organizational goals and objectives, while streamlining and improving processes, enhancing productivity, and implementing solutions. Flexible enough to quickly adapt to new industry trends, changing legislations and efficient in accomplishing multiple competing tasks.
Overview
24
24
years of professional experience
Work History
Loan Specialist
U.S. Small Business Admin - Office Of Disaster Assistance
Dallas, TX
02.2023 - Current
- Verified all documents provided by applicants for accuracy and completeness.
- Maintained accurate records of all customer interactions related to loan processing activities.
- Coordinated with other departments within the organization regarding loan applications, approvals, and rejections.
- Participated in regular training sessions on new products, services, policies, procedures.
- Assisted customers in understanding the terms of their loan agreements and answered any questions they had about them.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Delivered high levels of customer service to facilitate smooth processes.
- Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
- Created database entries, including entering new customer information and updating existing customers' profiles.
- Verified data accuracy by comparing it to source documents and corrected any discrepancies.
- Maintained data entry requirements by following data program techniques and procedures.
- Scanned and stored files and records electronically to reduce paper files and secure data.
- Organized and filed data in appropriate locations for easy access to essential information.
Mortgage Processor
American Pacific Mortgage Corporation dba Element Mortgage
03.2020 - 07.2022
- Processed the documents received for each file, verifying the accuracy and completeness of each document
- Assured that all customer files are complete and in compliance with regulatory agencies and internal policies
- Established, maintained, and update files, databases, records, and/or other documents for recurring internal reports
- Collected required documentation from applicants and follow up on missing items
- Communicated and build professional relationships with internal and external business partners
- Scheduled closing, order mortgage insurance certificates and perform post-closing call to assure customer satisfaction.
- Created and completed loan submission packages.
- Managed conditions sent from underwriting departments.
- Evaluated financial statements and contacted institutions and customers to clarify details.
- Upheld compliance with privacy and security requirements, as well as federal statutes covering VA loans.
- Maintain a pipeline of 70 active loans
- Contacted outside sources, references and vendors to verify client financial information.
- Managed loan application pipeline by completing and submitting reports within allotted turn-around times.
- Submitted detailed loan packages to underwriting department to facilitate approval or denial processes.
- Inspected loan documentation for mistakes and corrected discrepancies.
- Kept up-to-date with company policy and regulations
- Assessed financial means and desires of each client in order to set up appropriate mortgage packages.
Loan Officer Assistant
Veterans United of Hawaii
, USA
03.2016 - 11.2017
- Reviewed file documentation and made sure all items needed were requested
- Assisted processor with submitting mortgage loan application for underwriting approval
- Ensured settlement agents met eligibility requirements before submitting loan to closing
- Hold responsibility for verifying and approving customer income and asset documentation
- Verified loan documents, ultimately preparing the application for submittal to underwriting
- Monitored the status of each file and ensured accurate and efficient processing through closing
- Performed administrative tasks such as creating status reports on loans in progress, photocopying loan documents, printing daily mortgage rate sheets and answering phones.
- Maintained up-to-date knowledge and compliance with internal policies and procedures and verified adherence to state and federal laws, rules and regulations affecting loan institutions.
- Liaised between borrowers and realtors, title companies and loan company management.
- Set and confirmed appointments with clients, realtors and business partners and initiated marketing contact with new leads and realtors.
- Generated estimates clients requested, sent pre-approval letters to agents and confirmed receipt of verification of employment documentation.
Guest Service Agent
Schofield Barracks, HI
03.2015 - 10.2015
- Checked in and check out hotel guest in a professional, friendly and confidential manner
- Provided gracious and efficient telephone service as it relates to company or guest request
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Answered and managed incoming and outgoing calls while recording accurate messages.
General Manager
TMX Finance/TitleBucks
07.2013 - 01.2015
- Responsible for conduction bi-monthly account analysis and audit
- Provided account management by collecting customers account payments
- Responsible for scheduling staff of three people, to ensure customer satisfaction and office efficiency
- Performed effective account collections from delinquent customer- Maintain responsibility for marketing and sales
- Grow a successful sales team with professional development that leads to career proficiency and individual motivation
- Developed, implemented and administered annual expense budget and Work with new customer in the development of new account.
Customer Service Supervisor/Mortgage Supervisor
Jamaica National Building Society
01.2009 - 08.2012
- Reported directly to loans manager, handing various loans and application verifications
- Provided support to the sales team, ensuring that all sales and service objectives are met
- Assisted in the training of customer service representatives and provide assistance to vault supervisor when required Worked closely with closing department team, submitting complete, well-researched mortgage applications for approvals
- Possessed proficiency in organization, written and oral communication, active listening, and interpersonal relationship skills
- Successfully maintained customer accounts compliancy record of 98%- Assist with loan underwriting duties and responsibilities
- Performed income verification checks- Providing team support to ensure all required documentations are attached to application.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Customer Service Representative
01.2002 - 01.2009
- Worked with new customer in the development of new account
- Actively and efficiently market the company and its subsidiaries
- Delivered exceptional service to our customer by going out of the way to please them
- Provided the first call resolution, while following strict procedures that meet compliance guidelines
- Served as liaison school savings coordinator for three years actively promoting the company in schools
- Assisted with the balancing of teller’s end of day vault manage procedures and providing teller operation when necessary.
Teller Operations
01.2001 - 01.2002
- Performed safe and confidential account management
- Handled vault, document scanning and ATM and night-depository activities
- Engaged customer and built relationships listening and uncovering individual needs Responsible for marketing the company and its subsidiaries to generate new business
- Effectively cross sell company products and services to maximize on investment potential
- Adhere to all account management procedures, in account closure, mortgage and loan payment.
Education
Bachelor of Science - Business Administration
Columbia College
Columbia, MOAssociate of Science - Business Administration
Columbia College
Columbia, MO03-2024
Certificate in Supervisory Management -
01.2002
Associate of Arts - Accounting
AAT England
England01.2000
High school Diploma -
Dinthill Technical High
St. Catherine, Jamaica01.1995
Skills
- Complex Problem Solving
- Customer Service
- Workflow Optimization
- Flexible Time Scheduling working remotely for different time zones (HI/MST/CST)
- Critical Thinking
- Active Listening
- Goal Oriented
- Personable, interpersonal skill
- Self-starter
- Team Player
- Application Preparation and completion
- Personal Reference Verification
- Desktop Underwriter
- Customer Communication
- Closing Documentation
- Verbal and Written Communication
- Personal Data Collection
- Financial Data Collection and analysis
- Information Verification
- Reviewing Financial Paperwork
- Processing Documents, filing and analysis
- Proficient in Encompass Software
- Complying with Federal Laws
- Knowledgeable in fair housing regulations
- Knowledge in TRID/TILA, Reg C/Z, HMDA regulations etc
- FHA, USDA, VA, and Conventional loan processing experience and regulations
- Ability to close a minimum of 35 loans monthly and maintain a loan pipeline of 60-100 loans
- Actively and effectively maintain loan pipeline of 80 loans monthly
- Complying with Company Laws
- Generating Reports
- Creditworthiness Determination
- Knowledgeable in DU/DO and LP Underwriting System
- Income Evaluation
- Loan File Maintenance
- Credit History Review
- Attention to Detail
- Financial History Analysis
- Client Interview
- Networking and Partnership Development
- Multitasking and Prioritization
- Regulatory Disclosure Preparation
- Analytical and Critical Thinking
- Active Listening and Learning
- Fraud Detection and Prevention
- Remote Video Conferencing
- Property Appraisals ordering and review
- Employment Verification
- Appoint Scheduling
- Mortgage Loan Processing
Timeline
Loan Specialist
U.S. Small Business Admin - Office Of Disaster Assistance
02.2023 - Current
Mortgage Processor
American Pacific Mortgage Corporation dba Element Mortgage
03.2020 - 07.2022
Loan Officer Assistant
Veterans United of Hawaii
03.2016 - 11.2017
Guest Service Agent
03.2015 - 10.2015
General Manager
TMX Finance/TitleBucks
07.2013 - 01.2015
Customer Service Supervisor/Mortgage Supervisor
Jamaica National Building Society
01.2009 - 08.2012
Customer Service Representative
01.2002 - 01.2009
Teller Operations
01.2001 - 01.2002
Bachelor of Science - Business Administration
Columbia College
Certificate in Supervisory Management -
Associate of Arts - Accounting
AAT England
High school Diploma -
Dinthill Technical High
Associate of Science - Business Administration
Columbia College
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