Vanessa Tapia
Chino Hills,CA
Summary
A highly organized and motivated individual, with 15 years of background in-and thorough knowledge of call center, customer service and bank operations. Seeking to utilize my skills and knowledge in the best possible way and achieved personal and company goals.
Overview
15
15
years of professional experience
Work History
Loan Officer Assistant
Ennkar, Inc.
05.2022 - 11.2022
- Reviewed and ensured the applications are filled with borrower information correctly and resolve any discrepancies
- Assembled important paperwork and disclosures for borrower.
- Monitor key dates to obtain information by deadlines.
- Created notary orders
- The point of contact for the borrower and to our internal and external partners and provide great customer service
- Requested and collected all the required documents complete follow-ups to track down missing documents
- Assembled the docs and ensure they are valid prior to submitting for initial UW reviews
- Worked with Loan Officers to create application profile in system and review key information at various stages within process.
- Conferred with applicants and creditors to obtain information and resolve paperwork discrepancies.
- Assessed loan compliance to meet mortgage lending laws and regulations.
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications and financial history paperwork.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
Loan Processor III
Loandepot
11.2020 - 02.2022
- Overseeing a pipeline of all loans, from the start of originations to closing
- Proactively monitoring pipeline to ensure timely funding of loans
- Multi-tasking and prioritizing daily workflow using daily reports to ensure goals are obtained maintaining a detailed file with clear documentation, and ensuring all communication is clear for the borrower
- Ordering or verifying necessary property and loan documentation to satisfy conditions like WVOE’s, payoffs, condo items, credit report, credit supplements, tax transcripts, bank statements, letter of explanations and self-employed income docs
- Certified internally for Credit authorization, which allowed me to final approve low risk loans
- Worked closely with the assigned sales team to provide the best and efficient experience to our borrowers
- Ensured that a complete loan package was submitted to our Underwriting partners for final approvals
- Great comprehension of AUS and general understanding of how to structure a loan
- Interaction with external and internal parties to coordinate closing dates and all other needs.
- Provided quick turnaround times to maintain fast-past schedule.
- Handled any conditions sent from underwriting departments.
- Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Processed loans within various departments to achieve timely, accurate and fair proceedings.
Officer, Home Service Specialist
Bank of America
03.2020 - 11.2020
- Managing and processing an organized pipeline of initially approved refinance loans by an underwriter
- Clearing and satisfying conditions and maintaining clear communication with internal partners, borrowers, and third-party partners to ensure closing dates are met
- Handling loan withdrawals, cancellations and/or declines
- Resolving open alerts, exceptions, and validating all data input is correct
- Collecting property and loan documentation to satisfy open conditions
- Ordering third party request, 4506c, HOI, WVOE’s, credit supplements, escrow/title docs and many more
- Submitted complete loan packages for final approval, and once approved coordinate the closing for the closing team.
Officer; Research and Adjustments Rep III
Bank of America
04.2015 - 03.2020
- Investigate daily incoming research and adjustment inquiries; resolve discrepancies in a timely manner
- Ensure that all cases are resolved in compliance with the industries regulations and bank procedures, integrity of the department's case management system
- Performing in a high volume, deadline/goal driven environment, complying with departments SLA Internal Audit for the department’s controls reports for accuracy
- Identifying any trends and recommending feedback/solutions
- Handling special project assignments from senior leadership team, requiring in depth reviews for consumer products
- Assisted our Transformation Team for UAT project for new technology releases.
- Assessed areas of service concern and developed improvement plans.
- Handled GL accounting, placed department benefit coding
- Identified and corrected financial discrepancies by completing monetary adjustments
Officer; Workout Specialist III
Bank of America
07.2013 - 04.2015
- Provide alternative solutions for customers with extreme hardships to assist them in staying in their home when a BAU modification solution is not affordable or available (repayment plan; mods;
- Write-off’s; repurchase and offering relocation assistance.) Correlate with Executives, Senior Leadership and Regulatory Customer Relations Team
- Provide customer solutions for complex or escalated issues by providing seamless delivery of service, and/or fulfillment requests
- Solve problems and investigate a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request
- Calculate and audit financial information to conduct Verification of Income; look up/request/resolve title, flood and any other liens
- Negotiate/respond to outside investors, ensuring to follow investors and following their delegations like Wells Fargo, FNMA, FHLMC, FHA, and/or VA.
Customer Relationship Manager
Bank of America
01.2012 - 06.2013
- Handle a high-volume pipeline 100+ of default servicing complaints & escalation requests within a designed sla
- Review financials and pre-underwrite to determine possible options available, in accordance with financial situation and investor guidelines
- Correlate with Executives, Senior Leadership and Regulatory Customer Relations Team; Members of congress, attorneys, outside vendors, and internal bank department
- Analyze and Research Held for Investment, Investor, and Government loan programs
- Create and monitor the implementation of modification agreements, ensuring timely execution and compliance
- Provide excellent customer service as a direct point of contact
- Build/deepening relationships and demonstrate a commitment to providing personalized service.
Mortgage Customer Service
Bank of America
03.2009 - 01.2012
- Handle a high-volume of inbound calls, providing great customer service and completing any account maintenance
- Completing Escrow analysis’s, add/updating insurance/tax information, and/or issuing overage escrow balance checks if requested
- Taking payments over the phone or educating customers how to use self-serve services
- Completing payoff orders, applying principle only payments.
Customer service
Credit Card Services / Bank of America
01.2008 - 03.2009
- Handle a high-volume of inbound 80+ calls, providing great customer service and completing any account maintenance
- Go over any fees, rates, credits or transactions along with educating the client about product(s)
- Processing transfer balances
- Offering beneficial bank products, documenting detailed notes.
Education
High School Diploma -
Chino Hills High School
Chino Hills, CA06.2006
Skills
- Multi-tasker
- Call Center experience
- Courteous with Strong Service Mindset
- Team player
- Effective listener
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Dependable and Adaptable
Timeline
Loan Officer Assistant
Ennkar, Inc.
05.2022 - 11.2022
Loan Processor III
Loandepot
11.2020 - 02.2022
Officer, Home Service Specialist
Bank of America
03.2020 - 11.2020
Officer; Research and Adjustments Rep III
Bank of America
04.2015 - 03.2020
Officer; Workout Specialist III
Bank of America
07.2013 - 04.2015
Customer Relationship Manager
Bank of America
01.2012 - 06.2013
Mortgage Customer Service
Bank of America
03.2009 - 01.2012
Customer service
Credit Card Services / Bank of America
01.2008 - 03.2009
High School Diploma -
Chino Hills High School
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