Sabrina LITTLE
Wilmington,DE
Summary
Results-oriented and meticulous professional adept at analyzing financial documentation while cultivating excellent client relationships. Thrives in dynamic, deadline-driven environments, leveraging a keen attention to detail and comprehensive understanding of customer information to ensure accuracy and enhance operational efficiency.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- Hardworking and passionate job seeker with strong organizational skills eager to secure mid-level position. Ready to help team achieve company goals.
Overview
24
24
years of professional experience
Work History
Homeowner Assistance Fund Operations Analyst
Delaware State Housing Authority
12.2022 - Current
- Collaborate with US Department of Treasury HAF program, assist managers to design, develop, and implement Homeowner Assistance Fund (HAF) program, ensuring compliance with relevant regulations and guidelines
- Application Processing: Review and assess homeowner applications for eligibility, completeness, and accuracy, ensuring all required documentation is provided
- Eligibility Determination: Analyze financial and other relevant information to evaluate homeowner eligibility for various assistance programs and make recommendations based on established criteria
- Evaluated customer data to identify and prevent fraudulent activities.
- Developed and implemented procedures to detect and prevent fraud.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Program Guidance: Provide guidance and assistance to homeowners, explaining program requirements, eligibility criteria, and available assistance options
- Documentation and Reporting: Maintain accurate and up-to-date records of program activities, including application data, eligibility determinations, and assistance provided
- Prepare regular reports on program performance and outcomes
- Collaborate with community organizations on periodic conference calls, housing agencies, and stakeholders to conduct outreach efforts and raise awareness about the HAF program, its benefits, and the application process
- Assist in evaluating program effectiveness, identify areas for improvement, and propose strategies to enhance program efficiency and impact
- Conduct audits or reviews as needed to ensure adherence to established protocols
- Stakeholder Engagement: Coordinate with internal and external stakeholders, including government agencies, financial institutions, and housing counselors, to ensure smooth implementation and operation of the HAF program
- Assessed operational performance to identify areas for improvement.
Operations Manager
Good Rep Transport LLC
10.2020 - 11.2022
- Executed efficient financial administration processes, including accurately processing payroll, managing billing and invoicing, overseeing deposits, generating comprehensive reports, filing necessary IRS documentation, and ensuring strict compliance with audit requirements
- Successfully managed the operational activities of the fleet, staff, and transportation department, which involved meticulously scheduling drivers and routes, dispatching vehicles, closely monitoring and tracking their movements, and meticulously adhering to IFTA/IRP regulations mandated by the Department of Motor Vehicles
- Demonstrated strong organizational skills in handling CMCI drug cons program logs, effectively planning and organizing the efforts of employees and contractors, ensuring their productivity and adherence to company standards and safety regulations
- Assumed a leadership role in resolving customer or shipper complaints by initiating and directing thorough investigations, verifying the claims, and implementing appropriate measures for resolution, resulting in enhanced customer satisfaction and retention
- Proactively scheduled repairs and routine maintenance for the transportation vehicles, prioritizing their upkeep and safety, and conducted regular safety audits to identify and address any potential risks or non-compliance issues
- Maintained meticulous records of orders, vehicles, schedules, and completed deliveries, utilizing robust tracking systems and ensuring compliance with regulatory guidelines to uphold the highest standards of accuracy and accountability
- Exhibited excellent negotiation skills in contract discussions, effectively interviewing, hiring, supervising, and monitoring the performance of employees, vendors, and professional service providers to ensure optimal service quality and operational efficiency.
Mortgage Loan Processor
AmeriSave Mortgage Corporation
01.2015 - 08.2020
- Application Review and Documentation: Carefully reviewed mortgage loan applications, verifying all required information and documentation
- Ensured the completeness and accuracy of borrower’s financial information, employment history, credit reports, and property details
- Communication and Collaboration: Maintained effective communication channels with borrowers, loan officers, and underwriters throughout loan process
- Responded promptly to inquiries and provided updates on loan status, ensuring a smooth and transparent experience for all parties involved
- FHA Loan Processing: Specialized in processing Federal Housing Administration (FHA) loans
- Conducted a comprehensive review of borrower qualifications, ensuring
- Coordinated with appraisers, title companies, and other parties involved in the home purchase and refinance transaction to ensure timely completion
- Conducted a thorough analysis of borrower’s creditworthiness, assessing credit reports, credit scores, and debt-to-income ratios
- Verified income documentation, including pay stubs, tax returns, and bank statements, to determine borrower’s ability to repay the loan
- Prepared and reviewed loan documents, including the Loan Estimate and Closing Disclosure, to ensure accuracy and compliance with regulatory guidelines such as the Truth in Lending Act (TILA) and Real Estate
- Settlement Procedures Act (RESPA)
- Collaborated closely with underwriters to address any loan conditions or additional documentation requirements
- Provided necessary information and documentation promptly, facilitating the underwriting process and ensuring efficient loan approvals
- Compliance and Regulatory Adherence: Maintained up-to-date knowledge of industry regulations, including those set by the Consumer Financial Protection Bureau (CFPB) and other regulatory bodies
- Ensured loan applications and processes met all compliance requirements
- Quality Control: Conducted thorough reviews of loan files to ensure accuracy, completeness, and adherence to internal policies and external regulations
- Addressed any errors or discrepancies promptly, implementing corrective measures when necessary
- Customer Service: Provided exceptional customer service to borrowers, addressing their concerns and questions throughout the loan process
- Maintained a professional and courteous demeanor while managing customer expectations and ensuring a positive experience
- Database Management: Utilized loan processing software CRM and DU systems to track and manage loan files, maintaining accurate and organized records
- Entered and updated data with attention to detail, ensuring the integrity and confidentiality of sensitive borrower information.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Handled any conditions sent from underwriting departments.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Reviewed and validated details of loan applications and closing documentation.
- Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Analyzed credit reports to assess risk and determine applicants' ability to repay loans.
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
- Interviewed loan applicants to obtain personal and financial data to assist in completing applications.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
- Educated customers on loan services and regulations to confirm compliance.
Supervising Insurance Agent
American Income Life
09.2013 - 12.2014
- Promoted to Supervising Agent within 2 months of joining AIL, demonstrating exceptional performance and leadership qualities
- Developed and executed effective outreach strategies, utilizing mailings, phone solicitation, and traveling to prospective clients’ homes to personally present and sell life insurance
- Expertly communicated the key features, advantages, and potential considerations of diverse insurance policies, successfully influencing the sale of tailored insurance plans
- Consistently achieved outstanding results, closing an average of $12,000 to $25,000 per month in annual life premium
- Maintained meticulous records, ensuring accurate documentation and efficient handling of policy renewals
- Proactively monitored insurance claims, ensuring fair and equitable settlements for both clients and insurers.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Cross-sold insurance products to existing clients to reach sales targets.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Obtained underwriting approval by completing application for coverage.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Investigated and processed claims swiftly to keep customers satisfied.
- Met with customers to provide information about available products and policies.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Researched and identified potential new markets.
Property Manager
Diamond Real Estate Division LLC
09.2012 - 08.2014
- Worked as a Liaison between tenants and property owners, collected rents, resolved problems and handled late payments
- Maintained properties, enforced rules of occupancy, handled and resolved tenant complaints, scheduled and completed repairs
- Implemented comprehensive strategies to refurbish and effectively market vacant units, skillfully negotiating lease and rental terms and agreements to secure optimal occupancy rates and favorable outcomes
- Served as a proficient liaison between tenants and property owners, ensuring seamless communication and facilitating positive relationships
- Expertly collected rents, promptly resolved issues, and effectively handled late payments to maintain a harmonious tenant-landlord dynamic
- Assumed responsibility for property maintenance, diligently enforcing occupancy rules and regulations, promptly addressing and resolving tenant complaints, and efficiently coordinating and overseeing repairs to ensure the optimal condition of properties under management
- Demonstrated exceptional leadership skills in hiring, mentoring, and managing a top-performing maintenance team committed to delivering service excellence and upholding the highest standards of property maintenance.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Coordinated with janitorial and engineering staff on maintenance and upkeep.
- Delivered emergency 24-hour on-call service for tenants on building issues.
Mortgage Loan Processor
Wells Fargo Bank
09.2009 - 07.2012
- Performed general evaluation of an application (financial documents, mortgage type etc.)
- Advised clients to choose the most appropriate mortgage programs
- Gathered relevant information and data from clients (assets, debts, income, etc.)
- Verified information and references, contacted relevant sources, corrected mistakes, investigated inconsistencies, submitted completed files for loan appraisal by underwriters and conducted final reviews.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Handled any conditions sent from underwriting departments.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Communicated with originator and applicant concerning progress of loan file.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Prepared file for final clear-to-close by branch management.
- Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Educated customers on loan services and regulations to confirm compliance.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Reviewed and validated details of loan applications and closing documentation.
Senior Client Service Specialist
Wells Fargo Bank
02.2006 - 09.2009
- Maintained a high standard of customer service with essential tasks of a Client Service Specialist including maintaining client records, building client relationships, forwarding customer requests to appropriate personnel, taking incoming phone calls, answering to customer inquiries, and offering technical assistance to customers
- Skills performed include problem solving, analytical thinking, teamwork, and computer competences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Prepared and submitted reports to keep management informed of sales activities and progress.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Student Loan Credit Analyst
Wachovia Education Finance
01.2002 - 01.2006
- Responsible for analyzing credit and financial reports to determine risk involved in extending loan credit to eligible college students to cover college expenses
- Scrutinizes financial data such as market share, income growth, and management quality to decide if loans were lucrative.
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Assessed credit risk and analyzed financial statements.
- Monitored credit accounts routinely to identify and mitigate issues and prevent losses.
- Reviewed and approved or denied credit applications to keep organization profitable by making informed lending decisions.
- Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
Senior Credit & Fraud Analyst
Discover Card Bank
12.1999 - 12.2001
- Review, research and analyze customer credit to finalize decision and transactions with a focus on fraud detection and mitigation, and the identification and reporting of suspicious activity to ensure compliance with all applicable laws and regulations.
- Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Organized and finalized loan applications for underwriter review.
- Made decisions and recommendations about extending lines of credit.
- Created credit policies, processes and procedures to maintain compliance with banking regulations.
Education
Bachelor of Science - Business Administration
University of Phoenix
Phoenix, AZ06.2016
Skills
- Operations Analysis
- Citrix
- MySQL
- Critical Thinking
- Data Analysis
- Loss Mitigation
- Procedure Reviewing
- Case Management
- Risk Level Determination
- Fraud Prevention and Detection
- Client Satisfaction
- Bank Secrecy Act
- Trend Identification and Forecasting
- Loan Origination and Underwriting
- Government Lending
- Loan Modification
- Legal Compliance
- Regulatory Disclosure Preparation
- Risk Management
- Appraisals
- Support Closings
- Desktop Underwriter
- Gathering Appraisals
- Financial Arrangement Negotiation
- Report Preparation
- Complaint Resolution
- Knowledge Base
- Customer Retention Strategies
- SAP CRM
- Customer Relationship Management
- Best Practices Management
- Data Archiving
- Quality Assurance
- Know Your Customer (KYC)
- Incident Reporting
- Multiple Priorities Management
- Compliance Analysis
- Risk Analysis
- Dispute Resolution
- Structural Investigations
- Recompression Chamber Operations
Accomplishments
- A results-oriented professional with a strong business acumen, excelling in fast-paced environments and consistently deliveringhigh standards of performance excellence
- Known for providing superior customer service and acting as a dedicated advocatefor client escalation resolutions, ensuring utmost client satisfaction and maintaining solid, long-lasting relationships
- Leads highlyeffective, performance-based teams focused on achieving growth, increasing revenues, and delivering exceptional customerservice and profitability
- Possesses in-depth knowledge of financial regulations and employs a critical eye for document details
- Proficient in computer operating systems and applications, including the Microsoft Office Suite.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are.
John R. Wooden
Timeline
Homeowner Assistance Fund Operations Analyst
Delaware State Housing Authority
12.2022 - Current
Operations Manager
Good Rep Transport LLC
10.2020 - 11.2022
Mortgage Loan Processor
AmeriSave Mortgage Corporation
01.2015 - 08.2020
Supervising Insurance Agent
American Income Life
09.2013 - 12.2014
Property Manager
Diamond Real Estate Division LLC
09.2012 - 08.2014
Mortgage Loan Processor
Wells Fargo Bank
09.2009 - 07.2012
Senior Client Service Specialist
Wells Fargo Bank
02.2006 - 09.2009
Student Loan Credit Analyst
Wachovia Education Finance
01.2002 - 01.2006
Senior Credit & Fraud Analyst
Discover Card Bank
12.1999 - 12.2001
Bachelor of Science - Business Administration
University of Phoenix
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