Thelma Martinez
Pomona,CA
Summary
Dedicated Mortgage Underwriting professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Professional service professional with focus on member satisfaction and seamless service delivery. Experience in addressing member needs and ensuring positive interaction experience. Known for strong collaboration skills and adaptability to changing requirements. Reliable in supporting team efforts and maintaining high service standards.
Overview
14
14
years of professional experience
Work History
Member Service Representative
IEHP
02.2023 - Current
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
- Maintained up-to-date knowledge of product and service changes.
Jumbo Underwriter
Kind Lending
06.2020 - 10.2022
- Supported review and acceptance or denial of new or renewal business.
- Determined and documented loan conditions and communicated requirements and decisions.
- Analyzed credit, income, compliance, title documents and appraisals during underwriting process.
- Evaluated debt ratio, loan-to-value ratios, credit scores property valuations and various other factors when making underwriting decisions.
- Followed through with borrowers, loan processors, loan originators and managed all phases of underwriting process.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Sr. Conventional Underwriter
Stearns Lending LLC
08.2010 - 06.2020
- Working in an paperless environment
- Underwriting files through DU & LP Responsible for underwriting 6-7 new loan submissions daily Analyze and approve residential mortgage of in-depth credit loans, financial and property analysis to determine the overall risk factor level and ability to repay
Education
Skills
- Automated Underwriting Systems
- Production Goals
- Data Integrity
- Appraisal Verification
- Customer Satisfaction
- Call center experience
- Dispute Resolution
- Policy understanding
- Complaint Handling
- Healthcare knowledge
- Member account management
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Problem Resolution
- Computer Skills
Timeline
Member Service Representative
IEHP
02.2023 - Current
Jumbo Underwriter
Kind Lending
06.2020 - 10.2022
Sr. Conventional Underwriter
Stearns Lending LLC
08.2010 - 06.2020
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