Summary
Overview
Work History
Education
Skills
References
Digital Courses
Timeline
Generic
Yulanda Martinez

Yulanda Martinez

Mortgage Loan Processor
Grandview,MO

Summary

To contribute to an organization that can use an adaptable, flexible, and motivated professional who offers a reputation as a fast learner with excellent customer service skills, and a team player attitude and strong work ethics. I love helping consumers with their goals.

Overview

9
9
years of professional experience

Work History

Mortgage Loan Processor

Farmers Bank & Trust of Kansas City
Overland Park, KS
06.2024 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.

Customer Service Representative

Assurant/American Bankers Insurance CO Of Florida
01.2023 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

TruHome Solutions
04.2020 - 05.2022
  • Review all new loan applications and documents from provided by Loan officer and borrowers and send Initial loan disclosures to the borrower and loan officer for signatures
  • Determine information needed from customers to successfully process the loan: review credit reports, review appraisals, review title commitments, order tax transcripts, order verification of employment, order verification of mortgage forms, order any insurance necessary, update loan files and tracking systems when forms are returned
  • Review and analyze credit documents for accuracy and compliance with investor/ agency guides
  • Identify potential problems and discusses them with loan officer and/or supervisor
  • Serve as the contact for borrowers, agents involved in loan file, and loan officer, notifying and working with them to resolve any problems that may arise
  • Submit the loan file directly to the underwriting department
  • Follow up on all outstanding underwriting conditions and resubmit as needed
  • Send initial closing disclosure to the borrowers once approved
  • Send approved loans to the closing department
  • Acting team lead to help with questions and work flow as needed.

Zillow Home Loans LLC (formally known as- Mortgage Lenders of America LLC)
11.2015 - 04.2020
  • Process Conventional, FHA, USDA, and VA loans
  • Ensure that all loan documentation is complete, accurate and verified
  • Effectively communicate with the Loan officer and borrower(s) with the status of the loan
  • To clear a defined set of loan conditions as directed by management
  • Maintain and updated loan data records in Encompass and blend (borrower interaction)
  • Schedule closings with borrower(s) and Title Company.

Education

Diploma/ Certificate of Word processing/Computers -

Hickman Mills High School and KC Vocational Education Center
01.1986

Skills

  • Full understanding of FHA/VA, USDA, Conventional FNMA, FHLMC, loans
  • Experience with Encompass 360, Mortgage Builder and Loan soft, Calyx, Point, Microsoft Excel, Microsoft word, Outlook
  • 10 year experience in mortgage processing
  • Customer service skills
  • Analytical mindset
  • Team player- willing to help where help is needed
  • Proficient computer and accurate typing skills
  • Ability to function efficiently and effectively under deadlines and stress while maintaining a professional and mature profile
  • Ability to manage time, prioritize and multi-task
  • Ability to work extremely well with internal and external customers
  • Ability to work well with people with diversified personalities
  • Ability to work as a team member
  • Self-motivated to research and problem solve with limited Supervision
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Microsoft Excel
  • Client Relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Microsoft Outlook
  • Follow-up skills
  • Product Knowledge
  • Paperwork Processing
  • Documentation
  • Microsoft Office Suite
  • Prioritization
  • Building rapport

References

Given upon request

Digital Courses

  • 2024 Global Business Resiliency Training Program
  • Advanced Mortgage Loan processor Essential Skills Training
  • 2024 UDAAP Program
  • Global AI Essentials Training

Timeline

Mortgage Loan Processor

Farmers Bank & Trust of Kansas City
06.2024 - Current

Customer Service Representative

Assurant/American Bankers Insurance CO Of Florida
01.2023 - Current

TruHome Solutions
04.2020 - 05.2022

Zillow Home Loans LLC (formally known as- Mortgage Lenders of America LLC)
11.2015 - 04.2020

Diploma/ Certificate of Word processing/Computers -

Hickman Mills High School and KC Vocational Education Center

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Yulanda MartinezMortgage Loan Processor