Sasha Patrick
Rockwall,TX
Summary
Accomplished and goal-oriented subject matter expert offering over 12 years’ experience protecting credibility of organizations while providing quality assistance to customers, organizations, and stockholders. Analytical thinker demonstrating advanced processing knowledge and history of success working with various companies. Concise communicator with expert ability to collaborate with all levels of professionals, including borrowers, loan officers, attorneys, underwriters, and title companies. Committed to establishing productive rapport with borrowers and managing all applicants’ expectations to drive first-rate customer service and satisfaction
Overview
2
2
years of professional experience
Work History
Customer Advocate III
Loandepot
Plano, TX
07.2022 - 09.2024
- Provided customer support through phone, email and chat channels.
- Assisted customers in navigating the company website for answers to commonly asked questions.
- Followed up with customers after resolution of their issue to ensure satisfaction was achieved.
- Researched problems with benefits, accounts, and services with speed and accuracy.
- Escalated complex customer cases as necessary to appropriate teams and departments.
Terminal Supervisor
Greyhound: Bus Station
Dallas, TX
08.2023 - 09.2023
- Prepared and led staff training and instruction.
- Inspected equipment for wear, specifications adherence and issues.
- Informed upper management or department heads of items loaded or problems encountered.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Supervised the daily operations of the terminal, including personnel management and equipment maintenance.
- Conducted regular meetings with staff members to discuss performance expectations and goals.
- Communicated with dispatched personnel and drivers to ensure efficiency.
- Scheduled staff shifts according to volume of traffic at the terminal.
- Dispatched drivers and tracked on-time deliveries.
- Hired, trained and supervised terminal personnel to meet and exceed customer expectations.
- Reviewed e-logs and B.O.S.S system data to identify service hours violations, driver speed issues and fleet safety performance problems.
Home Retention Outreach Specialist III
New American Funding
Austin, TX
09.2022 - 08.2023
- Process files from opening through closing of each loan, taking ownership of loan files, and ensuring documentation accuracy to support Loan Officer, Underwriter, and settlement companies with refinancing mortgage applications.
- Prepared submittals to Underwriter by reviewing and verifying borrowers’ creditworthiness, income, years of residency, property appraisals, title work, and proof of employment.
- Served as main contact point between borrowers and mortgage loan operations to provide timely updates and resolve escalations
Senior Loan Processor III
Loandepot
Plano, TX
04.2022 - 04.2023
- Maintained accurate records of all closed loans in accordance with company policy.
- Reviewed appraisals for accuracy before underwriting loans for approval or denial.
- Assembled and compiled documents for loan closings.
- Evaluated financial statements and contacted institutions and customers to clarify details.
- Collaborated closely with underwriters when reviewing files for final approval.
- Accepted payment on accounts.
- Reviewed customer accounts to determine on-time payments and loan terms compliance.
- Reviewed and corrected errors on interest, principal and closing costs.
- Managed multiple projects simultaneously while meeting tight deadlines.
- Reviewed and evaluated loan applications to ensure accuracy, completeness, and compliance with state and federal regulations.
- Worked with third-party vendors to address and clear loan closing requirements.
- Completed closing process by collaborating with attorneys, title companies and government clerks.
- Scanned and uploaded loan and related documents into system.
- Organized loan files, updated databases, prepared general correspondence and communicated with stakeholders.
- Prepared and delivered loan documents to title and escrow teams.
- Prepared detailed reports of all financial transactions associated with each loan application.
- Assembled and compiled title abstracts, insurance forms, loan documents, and tax receipts.
- Analyzed income documentation including pay stubs, W2s, tax returns, bank statements. to determine borrower's ability to repay the loan.
- Verified credit reports for accuracy and completeness prior to loan approval.
- Calculated income, assets and liabilities to meet lender requirements.
- Checked value of customer collateral to hold as loan security.
- Utilized various software programs such as Encompass360 Loan Origination System for data entry purposes.
- Managed conditions sent from underwriting departments.
- Filed and maintained loan records.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Some College (No Degree) -
Devry
IrvingSkills
- Customer Research
- Mortgage Industry Expertise
- Data Entry Skills
- Consumer Research
- Inbound Call Management
- Retention Strategies
- Mortgage/Banking Industry Knowledge
- Issue Research
- Customer Services
Timeline
Terminal Supervisor
Greyhound: Bus Station
08.2023 - 09.2023
Home Retention Outreach Specialist III
New American Funding
09.2022 - 08.2023
Customer Advocate III
Loandepot
07.2022 - 09.2024
Senior Loan Processor III
Loandepot
04.2022 - 04.2023
Some College (No Degree) -
Devry
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