FELICIA FARRELL
Mesa
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
Realtor.com
Scottsdale
02.2025 - 12.2025
- Collaborated with real estate agents to enhance client service experiences.
- Resolved customer inquiries regarding property listings and transaction processes.
- Documented customer interactions in the internal CRM system for tracking purposes.
- Educated customers on website features and functionality for better navigation.
- Escalated complex issues to management for timely resolution and follow-up.
- Provided expert customer support via phone, email, and chat channels.
- Investigated customer complaints regarding product quality or service rendered.
- Recorded all customer interactions into the database system accurately and completely.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Participated in team meetings to discuss strategies for improving customer experience.
Title Curative Specialist
NewRez
Tempe
07.2024 - 02.2025
- Prepared and reviewed title documents for accuracy and compliance.
- Reviewed title documents to identify potential title issues and determine appropriate action.
- Drafted legal documents such as affidavits, quitclaims and other conveyance instruments.
- Researched public records, including deeds, mortgages and liens for accuracy.
- Examined chain of title to identify discrepancies or irregularities.
- Evaluated documents to determine property ownership.
General Ledger Accountant
1First Bank
Miami
03.2023 - 04.2024
- Managed monthly general ledger reconciliations for financial accuracy.
- Analyzed financial statements for compliance with banking regulations.
- Prepared journal entries and maintained comprehensive supporting documentation.
- Collaborated with auditors to facilitate year-end audit processes.
- Reviewed account variances and communicated findings to management teams.
- Updated journal entries to ensure accurate reporting of transactions.
- Performed monthly closing activities such as accruals and deferrals.
- Prepared bank reconciliations on a regular basis.
- Reviewed and reconciled general ledger accounts for accuracy and completeness.
- Assisted with external audits by providing necessary documents and information.
- Provided support to other departments regarding financial matters.
- Gathered banking transactions via statements, recorded activity in Excel format and reconciled balances.
- Posted financial data in Excel spreadsheets and managed inventory.
- Investigated and resolved billing issues to maximize cash flow and minimize liabilities.
Closing Processor/Seasonal Worker
Desjardins Bank
Hallandale
02.2022 - 03.2023
- Communicated with customers, lending personnel and title companies to coordinate closing activities.
- Managed validation of documentation to regulate underwriting and closing requirements.
- Worked with credit analysts and loan origination team to prepare settlement documentation packages.
- Examined and verified information in loan application and closing documents.
- Assembled credit file for review by post-closing review team.
- Worked with third-party vendors to address and clear loan closing requirements.
- Prepared and delivered loan documents to title and escrow teams.
- Assembled and compiled title abstracts, insurance forms, loan documents and tax receipts.
- Carried out pre-funding and funding functions.
Mortgage Loan Processor
Network Capital Funding
Miami
09.2020 - 10.2021
- Evaluated financial statements and contacted institutions and customers to clarify details.
- Managed any conditions sent from underwriting departments.
- Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
- Checked approvals against established bank and government lending standards.
- Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Maintained complete confidentiality of all submitted information according to release guidelines.
- Upheld compliance with privacy and security requirements, as well as federal statutes covering VA loans.
- Filed completed packages quickly and efficiently.
- Completed closing process by collaborating with attorneys, title companies and government clerks.
- Reviewed historical customer accounts to assess payment compliance and adherence to loan terms.
- Organized, filed and maintained customer, department and regulatory loan records.
- Examined and verified information in loan application and closing documents.
- Prepared and delivered loan documents to title and escrow teams.
- Carried out pre-funding and funding functions for more than 30 cases per month.
- Worked with third-party vendors to address and clear loan closing requirements.
- Submitted completed loan applications, including recommendations for underwriting approval or denial.
- Conveyed acceptance or rejection to customers by mail, telephone or in person.
- Checked applicant credit, personal references and employment histories.
- Assembled and compiled title abstracts, insurance forms, loan documents and tax receipts.
Mortgage Loan Processor
LOANDEPOT
Scottsdale
10.2018 - 08.2020
- Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes.
- Evaluated approvals against established bank and government lending standards.
- Coordinated closing process with attorneys, title companies and government clerks. Maintained compliance with privacy and security requirements, as well as federal statutes covering all loans.
- Maintained compliance with privacy and security requirements, as well as federal statutes covering all loans.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Handled any conditions sent from underwriting departments. Reviewed financial statements and contacted institutions and customers to clarify details.
- Conducted pre-funding and funding activities for over 30 monthly applications.
- Produced and submitted completed loan packages to title and escrow professionals.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Reviewed and validated details of loan applications and closing documentation. Assessed customer account histories to determine previous compliance with payment plans and loan terms.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Filed completed loan applications with underwriting and made approval or denial recommendations.
- Consulted with outside vendors to identify and resolve loan closing issues
Education
Associate of Science - Psychology
Miami Dade College
Miami, FL06.2002
Skills
- Financial analysis
- General ledger reconciliation
- Compliance auditing
- Bank reconciliation
- Month-end closing
- General ledger management
- Oracle financials
- Sarbanes-oxley (SOX)
- Loan processing
- Title examination
- Customer relationship management
- Financial document review
- Escrow coordination
- Proficient in Encompass, Empower Microsoft outlook, Simplifile, Oracle, Salesforce
- Pipeline management
- Residential mortgage lending regulations
- Credit evaluation
- Appraisal review
- Document review
- Loan closing procedures
- Loan processing expertise
- Loan packaging
- Multitasking Abilities
- Analytical thinking
- Customer communication
Timeline
Customer Support Specialist
Realtor.com
02.2025 - 12.2025
Title Curative Specialist
NewRez
07.2024 - 02.2025
General Ledger Accountant
1First Bank
03.2023 - 04.2024
Closing Processor/Seasonal Worker
Desjardins Bank
02.2022 - 03.2023
Mortgage Loan Processor
Network Capital Funding
09.2020 - 10.2021
Mortgage Loan Processor
LOANDEPOT
10.2018 - 08.2020
Associate of Science - Psychology
Miami Dade College