Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

TISHAWANNA L. HAMPTON

Kingwood,TX

Summary

I've worked in the mortgage industry for the last 10 years. I've worked in the capacity of managing both a pipeline and loan processors. I've worked with several different lenders and worked with a broker. I've worked on purchases, from beginning to end.

Overview

12
12
years of professional experience
4
4
years of post-secondary education
1
1
Certificate

Work History

Customer Advocate

Freedom Mortgage Corporation
09.2021 - 08.2022
  • Researched and resolved account and service problems with friendly, knowledgeable support.
  • Documented customer concerns and inquiry resolutions in internal computer system.
  • Led efforts to pursue creative methods to gather and interpret customer perspectives, partnering with senior management in product, strategy and IT initiatives.
  • Gathered and interpreted stakeholder feedback to shape design solutions to meet business and consumer needs.
  • Served as point of contact for customers and worked to resolve appraisal and title issues.
  • Contacted outside providers on behalf of customers to help solve problems.

Sourcepoint Mortgage, MRCOOPER
Houston, TX
05.2019 - 09.2021
  • Prepare commitment and denial letters and cancel applications, as necessary
  • Responsible for the ordering of credit and title reports and liaising with third parties for reports and
  • Documents, as necessary
  • Communicate between loan originator borrower lender and underwriter
  • Working loan from beginning to end
  • Balance HUD with title company
  • Schedule loan
  • Re disclose loans
  • Calculate and collect for taxes and Homeowners Insurance
  • Order Certificate of Eligibility

Senior processor

Amerifirst Home Loans
08.2015 - 06.2018
  • Substantiated loan documents including title insurance appraisal credit and income
  • Coordinated with title companies to ensure fast and seamless closings
  • Reviewed borrower files to verify regulatory compliance and internal policy guidelines were upheld
  • Work with builders, Hud inspectors, VA
  • Submit credit supplements for removal
  • Provide support to loan officer and underwriter teams by ensuring the timely and accurate processing of mortgages
  • Process loans for a Wholesale Mortgage Broker
  • Closed 8-10 loans monthly
  • Review and verify borrowers’ income, credit reports, employment histories, property appraisals and title insurance information to prepare loan applications for underwriting submittal
  • Lead person managing entire pipeline from start to close while maintaining communication between the borrower
  • Loan officer and the Lender to ensure loan processing in a timely manner
  • Submit loans to multiple lenders in accordance with their Underwriting Guidelines
  • Executed the loan origination process, including ordering credit reports, appraisals, and preliminary title reports.

Processing Manager/Processor

Citi Mortgage
01.2012 - 04.2015
  • Foster a positive culture consistent with our core values of Integrity, Teamwork, Communication, Service, and
  • Continuous Improvement
  • Effectively train, support and coach processors to achieve optimum results as measured on the Processor
  • Achievement Report, including a minimum 80% pull-through rate and 80% closings within lock period
  • Actively engage processors and assist them in their work
  • Utilize verbal communication as much as email communication
  • Spend considerable time at their desks, helping them to manage their pipelines in an efficient and effective manner
  • Communicate with Operations regarding progress of processors
  • Make recommendations for advancement, as well as counseling and termination
  • Maintain a high level of customer satisfaction
  • Being the first stage of escalation for unsatisfied customers and; effectively resolve most customer complaints
  • Process the pipeline of processors out on vacation or an unexpected absence
  • Conduct daily team meetings to motivate team and keep processors aware of policy and procedural changes.

Retentions Manager

Cox Communications
07.2009 - 11.2011
  • Takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information
  • Responsible for the highest level of service in every touch point with the client
  • Being familiar with a variety of the field's concepts, practices, and procedures
  • Call monitoring (live calls and side by side) Weekly coaching and goal setting opportunities
  • Worked to provide an excellent service to both internal and external customers, communicating effectively and courteously, and providing information and advice on matters relating
  • Attend weekly calibrations
  • Maintained Schedule Adherence and Productivity
  • Coached to meet project goals (Sales, Issue Resolve, Quality, productivity, phone time variance and dollars lost per call)
  • Progressively counseled for trending behaviors, by executing improvements for process and procedures so that established goals are met
  • Provide frequent feedback to the Director of Business

Education

Bachelor of Arts - SOCIAL WORK

Grambling State University
Grambling, LA
08.1998 - 07.2002

Skills

Data file transferring

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Certification

Adjuster License

Timeline

Adjuster License

10-2022

Customer Advocate

Freedom Mortgage Corporation
09.2021 - 08.2022

Sourcepoint Mortgage, MRCOOPER
05.2019 - 09.2021

Senior processor

Amerifirst Home Loans
08.2015 - 06.2018

Processing Manager/Processor

Citi Mortgage
01.2012 - 04.2015

Retentions Manager

Cox Communications
07.2009 - 11.2011

Bachelor of Arts - SOCIAL WORK

Grambling State University
08.1998 - 07.2002

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TISHAWANNA L. HAMPTON