Sandra Neider
Customer Service; Administrative Mortgage and Consumer Lending
Colfax,CA
Summary
Senior-level Customer and Mortgage Professional seeking to secure a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
* Held numerous Loan Processing; Administrative; and Customer Service roles, which will demonstrate increasing responsibilities during an accomplished career in the Mortgage and Consumer Lending Industries.
*Demonstrated exceptional organizational skills; excellent communication skills; and a passion for providing superb customer service to clients; and partners.
Overview
29
29
years of professional experience
Work History
Mortgage Loan Processor (LO 4)
Wells Fargo Bank & Home Mortgage
Roseville / Colfax, CA
01.2017 - 05.2023
- Managed monthly pipeline of 20 to 30 purchase and refinance mortgage loan files (CA/WA market) against a goal to close 10-12 loans/month
- Kept borrower process moving forward via frequent communication and follow-up with borrowers to ensure they provided all items required by the underwriter
- Analyzed borrower documentation to ensure file quality and completeness.
- Maintained 2023 net promoter score (NPS) at 100% after increasing 2022's NPS from 94.74% (mid-year) to 97.14% (year-end) based upon customer experience ratings sent after loan closure/funding.
* Significantly contributed to the team's top sales rankings (#1 or #2 each month) by helping mortgage consultants escalate loans and serving as a subject matter expert.
* Played a key role in the improvement of team's branch inspection score from 97% (2020, 2021) to 97.64% (2022) by participating in the 2021 and 2022 audits.
* Ensured compliance with federal lending regulations through meticulous attention to detail during the loan processing phase.*Improved loan processing time by streamlining the application review process and enhancing communication with clients.
Loan Documentation Specialist (4)
Wells Fargo Bank, NA & Wells Fargo Mortgage
Santa Rosa, CA
03.2013 - 01.2017
- Handled monthly pipeline of 20 to 35 purchase and refinance loan files (conventional and FHA/VA)
- Contacted borrowers weekly to request and collect information to meet underwriters' conditions for advancing loan to next process milestone
- Ensured the quality of each file submission by evaluating and analyzing new borrower documentation prior to submittal.
- improved 2015 year-end net loyalty to 72% by consistently closing files well above target times, providing superb customer service as per company's Customer Experience Teaching tool, and building strong rapport with team of up to 6 home mortgage consultants/private mortgage bankers.
- 2016: Improved units funded from 105 at mid-year to 191 at year-end (a 150% increase) by continually striving to meet/exceed corporate performance/funding metrics.
Mortgage Interim Ops Processor (Branch Loan Packager)
Wells Fargo Bank, Wells Fargo Home Mortgage
Santa Rosa, CA
01.2012 - 01.2013
- Collaborated with bankers and their associates during weekly pipeline meetings on ways to strategize and advance each client's loan through the full underwriting process. Resolved loan issues and ensured advancement via discussion, research, and sometimes escalating to management. Supported up to three private mortgage bankers and their teams in processing banking refinance and purchase loan files for exclusive clients. Ensured high-caliber file quality before submission to underwriting for review submission. Ensured adherence to information security requirements.
- Consistently exceeded performance expectations with a focus on delivering top-notch results.
- Reduced timing of submissions to underwriting from 15 days to 7 (>50%) and maintained a zero-penalty loan status for 8 months by collaborating with a direct manager and one private mortgage banker on a 4-month “pilot” private mortgage program.
- Recognized for dramatically optimizing efficiency, productivity, and information security (IS) compliance by researching, creating, and implementing two manuals, each containing a daily compliance checklist.
Administrative Escrow Assistant
Old Republic Title
Santa Rosa, CA
11.2010 - 05.2011
- Submitted 100% of assigned short sale packages to lender on time and with all required information.
- Managed multiple high-priority tasks simultaneously while maintaining strict deadlines and attention to detail.
- Collaborated with real estate agents to address potential challenges, effectively resolving concerns before they escalated.
Progressive Customer Service and Loan Processing Roles
Wells Fargo Financial
Santa Rosa, CA
06.2002 - 09.2010
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed and maintained successful relationships with vendors, suppliers, and contractors.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Within 8 months, improved own pipeline, and up to seven other branches', by creating and implementing two manuals that improved Regulation B compliance, which dramatically increased FHA loan efficiency and productivity and resulted in zero penalties regionally.
Education
Associate in Applied Science (AAS) in Computer Business Administration -
Heald College School of Business
Skills
- Administrative Support
- Adaptive and flexible
- Analytical Skills
- Application Review
- Attention to Detail
- Cross-Departmental Collaboration and Teamwork
- Customer Satisfaction
- Customer Service
- Data Analysis
- Data Entry and Review
- Data Gathering and Analysis
- Fair Housing Regulations
- File Submission and Coordination
- Financial Document Review
- Follow-Up
- Knowledge Development
- Legal Awareness
- Milestone and Deadline Management
- Mortgage Broker / Banker Collaboration
- Mortgage Loan Processing
- Mortgage Pipeline Management
- Mortgage Product Knowledge
- Multi-State Expertise
- Negotiation
- Operations Management
- Organizational Skills
- Payment Processing
- Policy and Procedures
- Problem-Solving
- Record Keeping & Retention
- Regulatory Awareness and Compliance
- Reporting and Documentation
- Risk Assessment
- Risk Management
- Subject Matter Expert (SME)
- Strong Organizational Skills
- Time Management
- Training and Development
- Underwriting Guidelines
- Vendor Product Coordination
- Verbal/Written Communication
Technological Competencies: Communications: Microsoft Word; Excel, Teams, Skype, Zoom, Cisco Jabber, Tableau, Zix Secure Email, Google Docs, ShareFile
Internet: GMAIL, Microsoft Outlook, Internet Explorer, Internal Company Software Interface
Technological Competencies
- Communications: Microsoft Word, Excel, Teams, Skype | Zoom | Cisco Jabber Tableau | Zix Secure Email | Google Docs
- Internet: Gmail | Microsoft Outlook | Internet Explorer CORE (Company Software Interface)
- Mortgage Risk Level Underwriting: DU/Fannie Mae | LP/Freddie Mac QM/Non-Qualified Mortgage | ShareFile | Salesforce
Community And Volunteer Leadership
Community Volunteer | Area Affiliate Event Volunteer - Pancreatic Cancer Action Network 2008 - 2010
Mortgage Product Knowledge
- CONV
- FHA
- USDA
- VA
Professional Development
- Communication Foundations - LinkedIn - 2023
- Building Rapport with Customers - LinkedIn - 2023
- Customer Experience: Service Blueprinting - LinkedIn - 2023
- Accelerating Your Career with Personal Branding - LinkedIn - 2023
- SalesForce Essential Training - LinkedIn - 2023
- Mastering Self Leadership - LinkedIn - 2023
- Four Simple Strategies to Boost Creativity and Productivity - LinkedIn - 2023
- Making Remote Work Work - LinkedIn - 2023
- Annual company trainings - Wells Fargo - 2012-2023
References
Renee Morganson, Mortgage Lending Operations Manager, Wells Fargo Home Mortgage,
ReneeMorganson@gmail.com
Sandra Neider was my direct report for the last 4 years. Her top skills include:
- Pipeline management
- Customer service
- Quality
- Mortgage guideline knowledge
Sandra is a very detail-oriented, knowledgeable, and professional loan processor who has dedicated her entire career to the mortgage financial industry. During her career, Sandra has adapted to extremely complex changes (especially in technology and regulations) while demonstrating her expertise with every loan transaction. In addition, her communication with internal and external customers is unparalleled.
*****
Laurie Poretti, Area Processing Manager, Retired / Formerly Wells Fargo Home Mortgage,
Laurie.Poretti@gmail.com
Sandra Neider was my direct report for 2 years (2017 - 2018). She also reported to me previously in another location for about a year. Sandra completes very thorough and detailed reviews of each mortgage loan file assigned to her. Her focus on consistently high-quality submissions to underwriting results in faster loan closes, high customer satisfaction, and excellent performance review metrics in many areas. In addition, she reliably manages her own pipeline of both purchase and refinance mortgage loan applications from assignment through ready for closing. She always focuses on the borrowers first to ensure their loan closes on time. Her performance ratings speak for themselves:
- In 2017, Sandra's year-end Net Loyalty score exceeded company expectations of 75%+. Additionally, her year-end Close on Time score met the company's high expectations at 93.2%.
- In 2018, Sandra's year-end Net Loyalty rating again exceeded company expectation of 75%; her average was 78%. In addition, she met company expectations in Quality Loan Submissions and ended the year at 92% in overall file quality.
*****
Leissa Hetherington, Mortgage Loan Processor, Precision Home Loans,
tlcbr@comcast.net
- Sandra Neider and I worked on the same mortgage loan processing team at Wells Fargo Home Mortgage for about 8 years. Sandra is adaptive and adjusts to change and challenges with ease. She is also able to handle even the most complex mortgage loans. In addition, Sandra's adherence to corporate procedures and guidance enables her to identify any potential questions that could arise in underwriting after initial submission. Sandra always puts the customer first, and she prides herself in treating each customer and partner as if they are the only one she is working with.
*****
Sandra Morgan, Mortgage Loan Processor 5 (LO), Wells Fargo Home Mortgage,
Morg.Sandra@gmail.com
- Sandra Neider performs superbly in team settings. Her knowledge of mortgage loan processing is impressive; she has worked on purchase and refinance transaction mortgage loans in multiple states. She also has previous experience with government loans. When I worked with Sandra, she was always ready to step in to help me or another teammate with any questions or situations with their loans. Sandra is a great listener and communicates with all partners, teammates, and clients clearly and concisely - whether verbally or in writing. She can be counted upon to provide understandable, valuable responses.
Quote
Life is something that happens to you while you’re making other plans.
Margaret Milar
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteHybridImportant To Me
Company CultureWork-life balanceHealthcare benefits401k matchPaid time off4-day work weekPaid sick leaveTeam Building / Company RetreatsFlexible work hoursWork from home optionStock Options / Equity / Profit SharingPersonal development programsCareer advancementCertification
The 10 Pillars of Customer Experience, LinkedIn (Oct 2023)
Design Thinking: Customer Experience, LinkedIn (Nov 2023)
Customer Service Foundations, LinkedIn (Sept 2023)
Strategic Thinking Tips to Solve Problems and Innovate, LinkedIn (Sept 2023)
Leveraging your Transferable Skills to Drive your Career, Linked In (Sept 2023)
Pitching Yourself for Opportunity, Linked In (Sept 2023)
Adopting the Habits of Elite Performers, LinkedIn (Aug 2023)
Communication Foundations, Linked In (Aug 2023)
How to Motivate Yourself to Do What's Most Important, Linked In (Aug 2023)
Building Rapport with Customers, LinkedIn (May 2023)
Customer Experience: Service Blueprinting, LinkedIn (May 2023)
Accelerating your Career with Personal Branding, LinkedIn (May 2023)
Making Remote Work Work, LinkedIn (May 2023)
Mastering Self Leadership, LinkedIn (May 2023)
SalesForce Essential Training, LinkedIn (May 2023)
Four Simple Strategies to Boost Creativity & Productivity LinkedIn (May 2023)
Annual Company Trainings (Wells Fargo 2002-2010 & 2012-2023)
Notary Public of the State of California (company sponsored) Wells Fargo 2005-2010
Timeline
Mortgage Loan Processor (LO 4)
Wells Fargo Bank & Home Mortgage
01.2017 - 05.2023
Loan Documentation Specialist (4)
Wells Fargo Bank, NA & Wells Fargo Mortgage
03.2013 - 01.2017
Mortgage Interim Ops Processor (Branch Loan Packager)
Wells Fargo Bank, Wells Fargo Home Mortgage
01.2012 - 01.2013
Administrative Escrow Assistant
Old Republic Title
11.2010 - 05.2011
Progressive Customer Service and Loan Processing Roles
Wells Fargo Financial
06.2002 - 09.2010
Associate in Applied Science (AAS) in Computer Business Administration -
Heald College School of Business
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