Sabrina Cooper

• Responds to inquiries and processes transactions related to billing, policies, and financial services, including electronic fund transfers, illustrations, values/disbursements, tax questions, and premium inquiries.
• Manages multiple priorities effectively, ensuring that all tasks were completed on time and within budget constraints.
• Applies underwriting/claims guidelines and legislative requirements to service and review policies
• Responds to inquiries and processes transactions related to billing, policies, and financial services, including electronic fund transfers, illustrations, values/disbursements, tax questions, and premium inquiries.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Identified compliance risks in mortgage operations and develop strategies to mitigate them.
• Advised senior leadership on emerging trends in regulatory enforcement, enabling proactive planning and strategic decisionmaking.
• Reduced the potential for fines and penalties by proactively monitoring changes in regulatory requirements and updating policies accordingly.
• Remained updated on changes on changes in mortgage regulations (e.g. RESPA, TILA, HMDA, and ECOA).
• Responded to regulatory examinations and audits addressing any findings or recommendations.
• Prepared reports for senior management detailing potential compliance gaps and solutions
• Collaborated with various departments to gather and implement updated content to the company’s website.

• Managed pre-funding and post funding auditors and oversaw the team's files for monthly QC audit to HUD, Fannie Mae, Freddie Mac and all GSA guidelines.
• Conducted performance evaluations to identify areas for employee growth.
• Implemented training programs for enhanced employee skills.
• Worked independently with auditors to resolve exceptions, questions, and concerns about underwriting, documentation and data integrity errors.
• Assigned, managed, and reported Quality Control monthly reviews of production to Compliance Officer for board meetings.
• Informed Quality Control Department of new or updated investor or agency overlays in a timely manner.
• Performed required targeted audits to verify areas with issues, maintained records, responses, and results of all audits.

• Mitigated risks by analyzing and communicating errors on submitted loan documents.

• Gathered needed information missing in loan files to meet investors’ requirements to obtain suspense exceptions and file review as needed.

• Reviewed any UCD errors identified by Post Closing Audit team that may produce Warning or Fatal errors upon delivery of the UCD file to investors and agencies.

• Addressed Mavent warnings or fails identified by Post Closing Audit team to be corrected prior to delivery of loan file to investors and agencies.
• Created Post Consummation Closing Disclosures, Letters of Explanation, and refund checks as needed to be uploaded into Encompass and mailed to borrowers.
• Responsible for correction of 1st and 2nd Lien Notes and re-recording of Security Instruments/Deed of Trusts

• Processed mortgage loan applications from initial submission to final approval.
• Reviewed loan documentation for completeness and accuracy
• Communicated with borrowers to gather necessary information and resolve issues.
• Provided updates to borrowers on loan status and next steps.
• Adapted quickly to changing market conditions, effectively adjusting workflow priorities based on fluctuating application volumes or regulatory shifts.
• Mentored junior colleagues, offering guidance on best practices for managing workloads and meeting performance metrics.
• Assisted in training new team members, sharing best practices for efficient loan processing and customer service.

• Conducted thorough borrower assessments to determine appropriate loan products based on individual needs and qualifications.
• Collaborated with internal teams to ensure seamless coordination during the entire loan origination process.
• Reviewed credit reports and financial statements to accurately assess risk factors before submitting loans for approval.
• Negotiated favorable terms and conditions for clients, ensuring the best possible mortgage options.
• Provided exceptional customer service throughout the entire loan process, resulting in repeat business and positive client reviews.
• Reduced processing time by proactively addressing potential issues in loan applications, ensuring accurate documentation.
• Maintained up-to-date knowledge of lending regulations, ensuring compliance in all transactions.
• Increased loan application approvals by developing and maintaining strong relationships with borrowers and underwriters.
• Examined customer loan applications for loan approvals and denials.