lucy brooks resume 5-4-15
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Lucy P. Brooks
(713) 297-1214 Pearland, TX 77584 [email protected]
PROFILE
Over fifteen years focusing on customer experience in the Mortgage Banking industry, education, retail sales, and collections. Rated as top performer in Mortgage Department; highest ranking, customer satisfaction, highest quality, top loans closed/funded, delivered superior customer service and received high scored surveys. Earn bonuses and gift awards, meet and or exceeds personal funding goals and collecting direct checks first month assessed; a value and asset to the team. Effectively copes with change. Analyze credit risk, compliance, and audit reviews, due diligence. Areas of expertise span a broad range of functions, including:
Leadership Supporting/Mentoring Auditing/Compliance Finance Document Review Risk analysis Quality Control Customer Service Team
PROFESSIONAL EXPERIENCE
Sutherland Mortgage Services, Houston TX February 2015 to presentLoan Processor; Junior Underwriter, SunTrust Mortgage Project
Process Retail and Consumer Direct “full doc”, HARP, DURP Refinances for SunTrust Mortgage; multi-state
Critically review credit package/documents submitted by borrower Review income, verify employment, assets, any large deposits (paper trail), liabilities,
pay history, establishing viability of application, perform quality reviews on each loan for servicing
Analyze risk and Net Tangible Benefit to borrower Perform customer updates to borrowers in ensure they are well informed of the
process and status of their loan Working closely with Vendor Partners to stay abreast of compliance; policy and
procedure updates System software: Empower
JP Morgan Chase, Houston, TX April 2014 to presentSpecialist II, Chase Auto Finance
Risk Analysis, negotiate payment options. Collect indirect auto loan accounts. Contact customers by telephone, assess severity of delinquency, probe to determine
reason(s) for default and make judgments based on Chase Auto Finance Policies and procedures; compliance, quality.
Lucy Brooks [email protected]
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Negotiate payment arrangements with customers on a variety of auto portfolios including high-balance accounts and high-risk delinquencies.
Collaborate with and offer suggestions to customers on how obligations can be met and proposing alternative payment methods. Use discretion, and advise customers as to the risks and possible consequences of not meeting their obligations.
Other duties depending on business need. Responsible for training classes and adhering to, Bank/ CAF Compliance, Policies and Procedures, Code of Conduct and Audit.
Review daily updates to P & Ps and implementing into daily job duties.
JP Morgan Chase, Houston, TX 2012-2014Sr. Mortgage Loan Processor, NMLS# 901650
Determined fraud possibility by getting to know my customer; credit risk analysis, review income, verify employment, assets, any large deposits (paper trail), liabilities, pay history, establishing viability of application, perform quality reviews on each loan for servicing
Maintained pipeline management of 35-40 refinance loan ensuring adherence to deadlines, quality standards, and adherence to procedures and regulatory requirements.
Consistently met and or exceeded monthly funding goals Delivered superior customer service Worked with Sales Partners; Mortgage Bankers and Lending Managers to review status
of the loan process and assure a great customer experience Proficient in CLOSR, MSP, Customer Assist, One View, HL Federated, FHAC InfoSource,
REALEC, CFM, MIS Reporting, continuing education
Dillard’s Department Store 2010-2012Sales Associate/Business Manager, Estee Lauder Cosmetics
Loss Prevention/ Point of Sale Commissioned shoe sales associate Shipping and receiving, inventory Delivered superior customer service Established new business while maintaining and servicing present customers for Estee
Lauder Supported sales and management teams throughout the store Exceeded counter sales goals, Gift goals Mentored new Beauty Advisors; Beauty Institute, Estee Lauder continuing education
Brazosport I.S.D. Clute, TX.Substitute Teacher 2003-2008
Pre-K – 12th grade Adhere to lesson plans Assist students with lessons Classroom management and discipline
EDUCATION
University of St. Thomas, Houston, TX
Lucy Brooks [email protected]
