Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Theresa Upshaw

Summary

Dynamic Loan Specialist with USDA Rural Development, skilled in loan origination and effective communication. Successfully processed applications, ensuring timely approvals while enhancing client understanding of complex loan products. Proven ability to mentor teams and streamline workflows, contributing to improved client satisfaction and compliance with lending regulations.

Diligent with comprehensive background in loan processing and financial analysis. Successfully facilitated loan approvals by ensuring thorough documentation and compliance with regulatory standards. Demonstrated proficiency in risk assessment and customer service, contributing to streamlined operations and enhanced client satisfaction.

Overview

24
24
years of professional experience

Work History

Loan Specialist

USDA Rural Development
02.2022 - Current
  • Assisted clients in understanding loan products and application processes.
  • Processed loan applications accurately and efficiently to ensure timely approvals.
  • Collaborated with team members to streamline documentation and communication workflows.
  • Maintained up-to-date knowledge of lending policies and regulations for compliance.

Housing Specialist/Supervisor

Isleta Pueblo Housing Authority
08.2017 - 04.2021
  • Coordinated housing applications and eligibility assessments, ensuring compliance with federal regulations.
  • Conducted regular site inspections to assess property conditions and identify necessary repairs or improvements.
  • Mentored junior staff in case management practices, enhancing team effectiveness and knowledge sharing.
  • Maintained accurate records of client interactions, ensuring confidentiality and efficient case management.
  • Explained rental and housing regulations to clients and helped each discover best options for housing.
  • Reviewed documentation and input data into computer system to complete eligibility process, re-certifications and tenant move-outs.
  • Calculated tenant rent amounts to prepare leases and contracts.
  • Assisted applicants in filling out housing applications and verifying assets.
  • Improved tenant satisfaction by addressing and resolving housing concerns in a timely manner.
  • Answered client questions about lease and rental agreements and advocated on behalf of client needs.
  • Contributed to team success by actively participating in staff meetings and sharing best practices with colleagues.
  • Managed caseloads efficiently, ensuring timely completion of required documentation and adherence to program requirements.
  • Coordinated eviction prevention efforts by mediating disputes between landlords and tenants, ultimately preserving stable housing situations for at-risk individuals.

Casino Player's Club Representative

Camel Rock Casino
05.2013 - 05.2017
  • Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
  • Managed customer inquiries and resolved issues efficiently, enhancing overall satisfaction.
  • Enhanced company reputation by providing exceptional customer service and support.
  • Communicated with customers to provide and share updated information on upcoming events.
  • Assisted marketing department in various projects, promotions and events.
  • Increased membership retention rates by developing and implementing targeted marketing campaigns.
  • Assisted with implementation of innovative engagement strategies to maintain member interest and participation in club offerings.
  • Entered rewards data into system to track new activities and set up and update Player's accounts.

Housing Manager

Northern Pueblos Housing Authority
09.2006 - 05.2017
  • Managed tenant relations, resolving concerns to maintain satisfaction and retention.
  • Improved tenant satisfaction by addressing concerns promptly and implementing effective solutions.
  • Negotiated contracts with vendors, securing favorable terms while maintaining quality service provision.
  • Updated record-keeping systems for improved organization and accessibility of important information.
  • Spearheaded property renovation projects to modernize facilities and attract new tenants without displacing current residents.
  • Conducted regular property inspections to ensure compliance with safety regulations and housing standards.
  • Assisted low-income families in accessing affordable housing options through knowledge of subsidy programs and eligibility requirements.
  • Met with housing residents and landlords to answer questions, address concerns and clarify policies and procedures.
  • Assisted in grant writing to increase funds for organization, raising over $1,000,000 for home renovations and preservations.
  • Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
  • Completed annual rent calculations using housing database software.
  • Collected and maintained careful records of rental payments and payment dates.
  • Kept properties in compliance with local, state, and federal regulations.
  • Monitored and tracked payments and expenses, providing timely and accurate financial reports.
  • Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
  • Oversaw maintenance requests, prioritizing issues for timely resolution and service quality.

Housing Coordinator

Navajo Partnership For Housing
04.2001 - 09.2006
  • Coordinated housing placements for clients, ensuring optimal allocation of resources and services.
  • Developed individualized support plans to address client needs and enhance housing stability.
  • Conducted assessments to determine eligibility for housing programs, maintaining compliance with regulations.
  • Collaborated with community partners to streamline service delivery and improve client outcomes.
  • Implemented tracking systems for ongoing case management, enhancing data accuracy and reporting efficiency.
  • Facilitated workshops and training sessions for clients on borrower's rights and responsibilities, and providing best financial management skills.
  • Coordinated with local agencies to secure funding, ensuring the availability of affordable housing options.
  • Managed the application process, thoroughly reviewing documents for accurate income verification and eligibility determination.
  • Provided comprehensive financial guidance to clients, recommending suitable mortgage products based on their needs and goals.
  • Assisted clients in navigating complex mortgage documentation, ensuring a smooth application experience from start to finish.
  • Developed financial strategies to enhance budget management and resource allocation for clients/borrowers.

Education

GED -

Gallup High School
Gallup, NM

Associate of Arts - Accounting

Albuquerque T-VI
Albuquerque, NM

Skills

  • Customer assistance
  • Telephone and email etiquette
  • Effective communication
  • Loan servicing
  • Loan underwriting
  • Credit analysis
  • Loan origination
  • Credit option explanation
  • Practiced at FHA loan process
  • Loan application management

Accomplishments

  • Repeatedly commended by superiors for excellent customer service.
  • Received “Employee of the Quarter” service award in [August, 2024].
  • Achieve processing loan applications by completing over 100+ with accuracy and efficiency each quarter.
  • Achieved numerous outreach activities through effectively helping with native communities throughout the state of Arizona.

Timeline

Loan Specialist

USDA Rural Development
02.2022 - Current

Housing Specialist/Supervisor

Isleta Pueblo Housing Authority
08.2017 - 04.2021

Casino Player's Club Representative

Camel Rock Casino
05.2013 - 05.2017

Housing Manager

Northern Pueblos Housing Authority
09.2006 - 05.2017

Housing Coordinator

Navajo Partnership For Housing
04.2001 - 09.2006

GED -

Gallup High School

Associate of Arts - Accounting

Albuquerque T-VI

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