Rosibel Lopez
Rochester
Summary
Experienced Mortgage Servicing Professional skilled in resolving complex customer issues and enhancing satisfaction through effective problem-solving and communication. Specializes in loan document review and compliance, ensuring accuracy and efficiency in transactions. Committed to delivering exceptional service and supporting team objectives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Mortgage Loan Servicer
ESL Federal Credit Union
Rochester
04.2023 - 02.2026
- Resolved customer issues related to mortgage servicing promptly.
- Delivered prompt, knowledgeable solutions to address customers' loan service issues.
- Assisted members with loan payment inquiries and account management to enhance customer satisfaction.
- Responded to customer requests for payoff statements or loan modifications.
- Processed customer-requested maintenance on consumer and mortgage loans such as recasts, due date changes, PMI removals, escrow accounts, among others.
- Ensured timely delivery of funds from lenders to investors.
- Maintained accurate records of all servicing activities performed on each loan file.
- Reviewed and processed loan documents for accuracy and completeness.
- Monitored loans to verify adequate and current insurance coverage.
- Processed payoffs, releases, and curtailments for loans.
- Researched discrepancies between actual payments received and those recorded on the system.
- Audited files regularly to detect and correct paperwork and processing errors.
- Provided training to new staff members on mortgage servicing procedures.
- Maintained comprehensive loan records in internal systems to ensure accuracy and accessibility.
- Verified newly-loaded mortgage loans against established standards.
Relationship Banker
ESL Federal Credit Union
Rochester
07.2021 - 04.2023
- Established strong relationships with members through personalized banking services.
- Assisted members in selecting appropriate financial products and services.
- Identified customer needs through conversations and offered appropriate banking products to meet their requirements.
- Built long-term relationships with customers by providing personalized service and support.
- Educated members on credit union policies and financial literacy resources.
- Resolved member inquiries and complaints effectively and promptly.
- Maintained compliance with regulatory standards and internal policies diligently.
- Opened new checking and savings accounts for customers, facilitating various banking services such as wire transfers and direct deposits.
- Adhered to strict confidentiality protocols to maintain safety of customer and bank information.
- Advised customers on bank products, services and financial planning options.
- Collaborated with team members to develop innovative solutions for meeting customer needs while maintaining profitability goals set by the bank's senior management.
- Attended meetings with other bankers to discuss best practices related to relationship building.
- Resolved discrepancies concerning customers' accounts, improving client satisfaction.
- Provided ongoing support throughout the loan application process including answering questions about loan terms and conditions.
- Reviewed loan applications for accuracy and completeness before submitting them for processing.
Head Teller
The Summit Federal Credit Union
Rochester
01.2017 - 06.2021
- Managed tellers, ensuring task completion while training and onboarding new employees
- Processed weekly cash orders, completed member transactions, including deposits, withdrawals, loan payments, credit union checks and money orders
- Completed monthly branch audits and contributed to helping the branch achieve a perfect branch audit
- Worked closely with Risk Management to detect and reduce fraud with transactions both in-branch and from the ATM
- Reviewed policies and procedures, providing regular feedback on beneficial additions for branch staff and credit union
- Worked with other senior staff in the branch to develop training strategies for new staff
- Participated in different focus groups to develop new systems and procedures
Teller Manager
Citizens Bank N.A.
Rochester
06.2013 - 01.2017
- Led teller team to achieve monthly reports and sales goals through effective task management
- Processed customer transactions, including deposits, withdrawals, loan payments, certified checks, and money orders, ensuring accuracy and compliance
- Balanced cash with a zero error rate
- Maintained cash controls as the primary vault custodian
- Completed quarterly ATM, vault and teller audits
- Managed foreign currency inventory
- Fostered friendly and professional customer interactions to enhance client satisfaction
- Reviewed and updated policies regularly
Education
Associate of Science - Business Administration with a concentration in Accounting
Monroe Community College
Rochester, NY06-2008
Skills
- Mortgage servicing
- Loan document review
- Loan modification
- Banking compliance
- Audit procedures
- Property tax administration
- Mortgage software familiarity
- Cash handling expertise
- Record keeping
- Excellent time management skills
- Time management mastery
- Problem solving
- Detail-oriented
- Detail orientation
- Management leadership
- Strong decision-making skills
- Customer management
- Team collaboration
- Conflict resolution
- Strong interpersonal skills
- Strong communication skills
- Advanced clerical knowledge
- Spanish language
- Notary Public
- Team player
References
Available upon request
Languages
English
Professional
Spanish
Professional
Certification
Notary Public
Timeline
Mortgage Loan Servicer
ESL Federal Credit Union
04.2023 - 02.2026
Relationship Banker
ESL Federal Credit Union
07.2021 - 04.2023
Head Teller
The Summit Federal Credit Union
01.2017 - 06.2021
Teller Manager
Citizens Bank N.A.
06.2013 - 01.2017
Associate of Science - Business Administration with a concentration in Accounting
Monroe Community College