Summary
Overview
Work History
Education
Skills
Timeline
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Sheila Mensah

Sheila Mensah

Tampa

Summary

Smart financial professional applies strong problem-solving and decision-making skills in job tasks. Self-motivated with good understanding of evaluating credit history, financial stability and risks. Diligent individual with strong work ethic.

Top-notch Underwriter with solid experience in financial services. Proficient in determining level of risk for lenders using strong mathematical and statistical skills. Conscientious and committed to adhering to standards, underwriting guidelines and authority levels.

Overview

18
18
years of professional experience

Work History

Credit Ops Underwriter

JPMorgan Chase
10.2024 - Current
  • Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
  • Determined and documented loan conditions and communicated requirements and decisions.
  • Evaluated loan applications for affordability and conformance with underwriting guidelines.
  • Documented underwriting decisions and provided evidence of compliance with applicable regulations.
  • Work environment that requires 100% phone-based customer interaction
  • Excellent communication, negotiation, and decision-making skills, while staying engaged with our customers
  • Communicate with customers in a metrics-driven environment
  • Navigate multiple technologies while demonstrating resiliency and extreme adaptability in a fast-paced environment
  • Take ownership of each customer and document their interaction while treating them with respect and responding with empathy
  • Work both independently and in a team environment
  • Abide by all applicable regulatory and departmental practices and procedures
  • · Review and evaluate credit applications, including financial statements, credit reports, and other relevant documentation.
  • Evaluate the applicant's ability to repay the requested credit, considering factors like income, debt, credit history, and other relevant information.
  • Approve, deny, or conditionally approve credit applications based on underwriting standards and risk assessments.
  • Set appropriate credit limits and interest rates based on the applicant's creditworthiness and the company's lending policies.
  • Ensure all lending activities comply with relevant regulations, policies, and procedures.
  • Maintain accurate records of all underwriting decisions and related documentation.
  • Keep abreast of changes in lending policies, regulations, and industry best practices.

Client Relations Coordinator / Loan Servicing Commercial

Forbright Bank
10.2016 - 07.2023
  • Answered client servicing questions on mortgage loans post loan closing
  • Settled complex and difficult escalated borrower complaint inquiries
  • Processed monthly mortgage statement letters, 1098 tax forms, loan pay off letter requests, payment history requests, and mortgage lien release
  • Assisted borrowers with payment for property tax, loan payment and hazard & home mortgage insurance and prepared G/L entries for check payments
  • Performed various reconciliations to ensure compliance with HMDA reporting requirements and resolve exceptions identified
  • Data Entry and quality assurance reviews of all data
  • Processed loan extensions and modifications
  • Conducted research necessary to address loan problems (data entry errors, payment exceptions/misapplications, etc.), resolved and communicated outcomes to appropriate parties
  • Monitored and generated escrow analysis and annual statements
  • Monitored insurances and taxes for all escrow loans
  • Responsible for funding and boarding new loans and as well as extensions and loan modifications
  • Originated escrow disbursements for payment of insurance premiums and taxes
  • Confirmed and performed (when neede


Customer Service Manager

Rapid Financial Services, LLC
05.2007 - 10.2016
  • Overall Strengths:
  • Strong work ethic and a desire to improve the customer service experience for clients so that their interactions reflect well on the company. To this end I have designed new reports that help identify problems, created manuals to help team members provide the highest levels of service, designed and tracked client surveys, provided training to other team members and worked to cultivate a positive culture among my department. Through these efforts, I have helped assure our company maintained an A+ rating with the Better Business Bureau, for the last nine years.
  • More than 18 years of client service experience and 10 years of client relationship management experience.
  • Strengths in personnel management, problem-solving, troubleshooting and implementing quality control procedures.
  • Answered client servicing questions on mortgage loans post loan closing.
  • Settled complex and difficult escalated borrower complaint inquiries.
  • Processed monthly mortgage statement letters, 1098 tax forms, loan pay off letter requests, payment history requests, and mortgage lien releases.
  • Assisted borrowers with payments for property tax, loan payment and hazard & home mortgage insurance and prepared G/L entries for check payments.
  • Performed various reconciliations to ensure compliance with HMDA reporting requirements and resolve exceptions identified.
  • Data Entry and quality assurance reviews of all data.
  • Processed loan extension and modifications.
  • Conducted research necessary to address loan problems (data entry errors, payment exceptions/misapplications, etc.), resolved and communicated outcomes to appropriate parties.
  • Monitored and generated escrow analysis and annual statements.
  • Monitored Insurance and taxes for all escrow loans.
  • Responsible for funding and boarding new loans and as well as extensions and loan modifications.
  • Originated escrow disbursements for payment of insurance premiums and taxes.
  • Confirmed and performed (when needed) required maintenance on insurance, tax and other collateral records created on loan system at loan booking.
  • Settled complex and difficult escalated client/partner complaints that involved coordinated effort of multiple departments.
  • Develop and enforce the goals, objectives, policies, procedures, and standards for the client relations department.
  • Provided support to accounting department in issuing refunds to customers and performed other accounting functions like setting up a client lockbox for payment processing.
  • Process and Terminate UCC (Uniform Commercial Code) Filings.
  • Maintain detailed client/partner records.
  • Manage special company projects such as client surveys.
  • Served on a committee that planned company functions throughout the year.

Education

High School Diploma -

Northeast High School
McLeansville, NC

Skills

  • Influencing business growth
  • Analyzing data
  • Policy renewal
  • Quoting and pricing policies
  • Creditworthiness assessment
  • Managing risk
  • Quality assurance
  • Client relationship building
  • Application review
  • Loan approval & denial

Timeline

Credit Ops Underwriter

JPMorgan Chase
10.2024 - Current

Client Relations Coordinator / Loan Servicing Commercial

Forbright Bank
10.2016 - 07.2023

Customer Service Manager

Rapid Financial Services, LLC
05.2007 - 10.2016

High School Diploma -

Northeast High School

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