Sarah Graham
Olmsted Twp,OH
Summary
Dedicated mortgage and financial services professional with over 10 years of experience in loan origination, underwriting, call center support, and team management. Proven ability to deliver outstanding customer service, ensure compliance, and streamline processes. Detail-oriented, analytical, and adaptable, with excellent communication and leadership skills.
Overview
18
18
years of professional experience
Work History
Call Center Helpline Specialist
Genpact/FIS Global
11.2022 - Current
- Provide support to employees on 401(k) accounts via phone and messaging.
- Offer empathetic, professional support and coaching as necessary.
- Maintained detailed interaction records while guiding users through resolution processes.
- Identified account issues and escalated to appropriate teams for timely resolution.
- Updated knowledge on plan changes and company procedures to provide accurate support.
Mortgage Operations Manager
THA Mortgage
05.2020 - 03.2023
- Led team in originating Conventional, Jumbo, Government, Non-QM, and HELOCs, ensuring efficient processing and compliance with lending standards.
- Ensured full regulatory compliance and maintained company standards.
- Administered Encompass system and submitted NMLS reports, maintaining accurate records and adherence to regulatory requirements.
- Processed loans as primary loan processor; gathered documentation and cleared conditions to facilitate timely approvals.
- Reviewed DU, LP, and USDA GUS findings.
Non-QM Underwriter
Hometown Equity Mortgage
01.2022 - 03.2022
- Conducted detailed analysis of credit, appraisals, title, DSCR, and assets to support informed underwriting decisions.
- Evaluated risk and eligibility for Non-QM loans, ensuring compliance with lending standards.
- Identified red flags and resolved discrepancies in loan files to mitigate risk and ensure accuracy.
Junior Underwriter
Keller Mortgage
04.2021 - 10.2021
- Reviewed files to establish loan conditions based on guidelines.
- Verified income sources (W-2, self-employment, social security, rental, etc.).
- Reviewed and cleared underwriting conditions, ensuring compliance with fraud detection protocols.
Mortgage Loan Originator
First Federal Lakewood
10.2018 - 02.2020
- Pre-qualified borrowers, processed DU/LP, and assessed income for loan eligibility.
- Advised borrowers through First Federal Lakewood mortgage loan applications.
- Discussed FHA, VA, and conventional loan options with homebuyers.
- Collected income, asset, and credit documents for mortgage file review.
- Collaborated with referral sources to establish new mortgage opportunities.
Business Development Rep Trainee
Third Federal Savings and Loan
02.2009 - 07.2018
- Originated and processed mortgage applications to facilitate home financing for clients.
- Conducted closings and notarized documents to ensure legal compliance and finalize transactions.
- Handled banking transactions and fraud reporting to maintain security and protect client assets.
- Guided clients in understanding fixed annuity options.
Education
Honors Diploma -
Buckeye Senior High School
Medina, OHSkills
- Call center operations
- Customer service
- Employee Benefits Support
- Loan Processing
- Loan Documentation and Analysis
- Regulatory Compliance
- Risk Assessment and Red Flag Identification
- Mortgage underwriting
- Desktop underwriting
- Encompass Broker Administration
- Microsoft Office
- Account analysis
Timeline
Call Center Helpline Specialist
Genpact/FIS Global
11.2022 - Current
Non-QM Underwriter
Hometown Equity Mortgage
01.2022 - 03.2022
Junior Underwriter
Keller Mortgage
04.2021 - 10.2021
Mortgage Operations Manager
THA Mortgage
05.2020 - 03.2023
Mortgage Loan Originator
First Federal Lakewood
10.2018 - 02.2020
Business Development Rep Trainee
Third Federal Savings and Loan
02.2009 - 07.2018
Honors Diploma -
Buckeye Senior High School