I love traveling with my husband and our 4 children. We enjoy nature, hiking and getting out in our RV with the dogs.
Experience
Essex Mortgage
May 2021 – Mar 2025
Santa Ana, CA
Loan Officer and Loan Processor
• Provided customer service by responding to inquiries regarding loan status, mortgage rates, and servicing requests. Speak with internal partners on daily basis to insure processes and procedures are being followed.
• Analyze financial data such as income, assets, liabilities, and credit history to determine risk factors associated with each loan application. Provide financial analysis to other loan officers and processors.
• Responsible for loan process from start to finish. Collected required documentation from clients, such as proof of income and employment verification. Submitted loan through underwriting. Worked with third-party vendors to address and clear loan conditions, and closing requirements.
• Implement marketing strategies and campaigns to bring in more sales business, such as email marketing to past clients or cold calling from lead lists.
Wells Fargo
Nov 2007 – May 2021
Huntington Beach, CA
Mortgage Sales Associate and Call Center Trainer / Escalation Manger
Mortgage Sales Associate – October 2011 to May 2021
• Assisted 3 top sales mortgage representatives in the orange county area whose sales accounted for 30% of the market. Assisted their clients in completing loan applications and provided guidance throughout the process.
• Responded promptly and professionally to inquiries from customers regarding their existing loans or applications in progress. Provided support services for sales and loan processing staff.
• Prepared detailed marketing on a variety of mortgage-related topics for clients and prospects while developing relationships with potential borrowers.
• Developed and trained all mortgage sales associates in the orange county region on new processes to achieve client satisfaction and operational excellence, increasing customer service scores by 40%.
Call Center Trainer / Escalation Manger - November 2007 to October 2011
• Receive and analyze escalated customer complaints or concerns. Investigate issues thoroughly to identify root causes. Provide timely and effective resolutions to complex customer issues.
• Collaborate with internal departments to find appropriate solutions. Act as a mediator between customers and different teams.
• Maintain detailed records of customer interactions and case resolutions. Identify opportunities to improve customer service processes.
