STEPHANIE VILLARREAL

As the Mortgage Closer II I acted as a key contributor to ensure timely closings of mortgage loans while ensuring efficient and effective processes are followed while meeting customer service objectives. Reviewing title commitments, CPL, appraisals, Warranty Deeds to ensure file accuracy prior to closing. Closing Documents, including the balancing of the Initial and Final Closing Disclosure. Provide assistance in escalated scenarios and mentorship of fellow team members. Be detail oriented while delivering exceptional customer service. Actively engage with various parties to the transaction, including both internal and external resources. Handle routine calls, emails and/or chat responses. Execute daily work queues and escalate as needed. Perform other related duties as required and assigned. Demonstrate behaviors which are aligned with the organization’s desired culture and values

Reviewing HOA statements, invoices pertaining to buyer/seller, and reimbursements that need to be added to the Closing Disclosure. Reviewing Property taxes and ensure we are collecting accurate cost and for future or upcoming taxes due. Reviewing title commitment for and liens needing to be added to the closing disclosure. Collaborate with lenders to prepare accurate closing cost. We review the closing documents sent to us and insure accuracy. Closely reviewing Deed of Trust, vesting, signature lines, and buyer information are accurate on closing documents. Ensuring the lender wire is accurate and that the file is calculated correctly from a disbursement standpoint. Monitors and send wires, provided documents to lender for funding approval and work closely with to ensure lender receives all documents needed back after signing and recording.

Reviewing HOA statements, invoices pertaining to buyer/seller, and reimbursements that need to be added to the Closing Disclosure. Reviewing property taxes and ensure we are collecting accurate cost and for future or upcoming taxes due. Collaborate with title companies to prepare accurate closing cost. Reviewed loan documents for accuracy and compliance with regulations. We review the closing documents sent to us and insure accuracy. Closely reviewing Deed of Trust, vesting, signature lines, and buyer information are accurate on closing documents. Ensuring the lender wire is accurate and that the file is calculated correctly from a disbursement standpoint. Monitors and send wires, provided documents to lender for funding approval and work closely with to ensure lender receives all documents needed back after signing and recording.

My Responsibilities included investigate daily incoming claims using multiple systems and tools both Verbal and written; resolve differences, answer service requests and inquiries received from various channels. Ensures that all cases are resolved within compliance, industry regulations and bank procedures. Researching all claims in regards to: Insurance, Escrow, Title Commitment, Closing Protection Letter, Tax, Missing Payments and their allocations, Sign off on all Voucher Request, etc.

This position was a fast pace call taking environment. Responsible for answering calls in a timely, professional manner and ensuring to answer all the customers concerns pertaining to their home mortgage. Proper handling of loan documents and following privacy guidelines. Had to stay current on the policy and procedure to ensure homeowners are being treated fair and equally per RESPA guidelines. Responsible for creating letters in which provide detailed information to mortgage customers and/or authorized third parties regarding issues and/or concerns they may have with their mortgage account. Maintain a goal of 3 letters per hour to meet the company’s productivity expectations. Worked on special projects such as working closely with team lead to ensure work flow was distributed to the team properly. Worked aged items that were left abandoned by other associates. One of two associates trained to assist with handling vouchers issued by government for homeowners needing mortgage assistance. Acted as a team mentor helping others excel as this new department expanded.

Responsible for answering calls in a timely, professional manner. Logging call records either during or after call. Assisting bank customers in any information needed regarding their personal/business account(s). Transferring calls and taking messages upon request. Other duties include data work on Microsoft word, excel, and power point. Faxing information to other associates, customers, and/or banks. Copy Machine duties which include making sure there was always paper loaded, making copies for customers and our department. Helping other departments with whatever was needed at the time