Claudia Lonca

• Reviewed mortgage loan applications for completeness and accuracy.
• Collected and verified member documentation including income, assets, liabilities, and employment.
• Maintained regular communication with borrowers, real estate agents, and internal teams.
• Submitted complete loan packages to underwriting promptly.
• Ensured compliance with internal quality standards and regulations such as TRID and RESPA.
• Monitored loan pipeline to proactively resolve delays or missing information.
• Delivered exceptional service to members with a focus on integrity and transparency.

• Acted as liaison among borrower, underwriter, loan originator, and lender to facilitate communication.
• Finalized loan contracts while keeping clients informed on government guidelines and regulations.
• Processed and managed refinance and purchase loan pipeline to meet closing deadlines.
• Ordered titles, appraisals, verifications of employment and mortgage, insurance, tax receipts, payoffs, and credit reports.
• Requested updates and final inspections when necessary; alerted production manager and mortgage banker on discrepancies.
• Ensured all customer files complied with regulatory agencies and internal policies regarding AML/OFAC.
• Maintained adherence to established regulations and legal requirements throughout all processes.
• Gained regulatory experience within financial services industry including OCC, FED, and FDIC.

• Processed updates for charged off negative shares, autos, unsecured, and real estate loans.
• Maintained accounts through effective restrictions and adjustments.
• Reviewed and responded to verification of debt requests received via mail.
• Answered all debt management proposals from credit counseling services.
• Set up and maintained accounts approved by management while managing credit reporting bureau disputes.
• Assisted real estate team with foreclosure and charge off processes, including handling Notice of Trustee Sales.
• Completed various wire requests and executed workflows related to sales transactions.
• Transferred funds, processed member checks, dealership checks, offsets, late fee payments, waivers, NSF reversals, ECM reversals, wire requests, BTEs, and principal debits.

• Monitor and evaluate calls and online chats of customer service representatives, and document evaluations in a call recording and management system (NICE).
• Evaluate the interaction against the department's quality standards.
• Oversee call center communication in order to maintain compliance with the rules and regulations of the organization.
• Provide coaching, feedback, and assistance to support representatives.

College of Doctoral Studies/Doctoral Administration - Grand Canyon University

• Dissertation Management System: Data maintenance, tracking learner status, completing committee changes, processing payments, and performing audits.
• Doctoral Community Network: Maintain content, and create a spreadsheet for the Learner Dissertation Page upload.
• AQR/IRB: Process and post documents; update the tracker, perform audits, and initiate forms.
• Committee Changes: Document chair/methodologist changes on DC Committee Change Tracker, audit DMS Chair List with Available Chair list.