Gladys Monje

Review, validate, and process personal loan documentation to ensure accuracy, completeness, and compliance with company policies and regulations.

Audit documents including income verification, identity, and bank account verification to ensure validity.

Communicate with applicants to obtain missing or corrected documentation.

Collaborate with acquisitions, managers, and teammates to support loan approvals and funding.

Maintain detailed records and ensure adherence to company guidelines and regulatory requirements.

• Loan processor working on refinance paperwork for clients including Bank of America and Wells Fargo.
• Order and receive all loan documentation including VOM, title, appraisal, and transcripts.
• Managing a pipeline of 55-60 loans concurrently and ensuring delivery to meet strict SLAs.
• Conduct full document review and audit of mortgage loan files for completeness and compliance.
• Review and submit the completed file with notes to the underwriting team for decision making.
• Liaison with borrowers to request, audit, and collate additional documentation for underwriters.
• Work in collaboration with underwriters, maintaining communications and assist as needed.
• Work with closing team to coordinate closing paperwork and schedule signing with borrower.
• Key liaison between borrower, underwriter, and title company to support efficient loan processing.
• Ensure high quality customer service and keep borrower up to date on loan progress stage.
• Maintain accurate spreadsheets, and ensure loans are progressed and prioritized effectively.
• Review, upload, and file documentation in line with data regulations and company policies.
• Develop in-depth understanding of mortgage industry and associated regulations and legislations.
• Effective decision making to determine loans for withdrawal or denial based on initial loan review.
• Respond to enquiries from borrowers and underwriters to meet service level agreements.
• Key Achievements
• Consistent top performer within the team and achieving all SLAs and loan processing deadlines.
• Appointed to train and mentor new hires in loan processing regulations, policies, and processes.
• Deliver weekly training sessions in partnership with the Manager on Loan processing best practice.

• Mortgage loan processor and key Spanish speaking liaison for the financial services company.
• Ordered, received, audited, and processed loan documentation ensuring accuracy of data.
• Ensured accuracy of initial review to prevent delays and repeated requests for the borrower.
• Provided excellent customer service to the borrower throughout the loan application journey.
• Managed a loan processing application pipeline ensuring prioritization, organization, and accuracy.
• Process and progress the completed file to the underwriting team with notes and annotations.
• Working directly with underwriters to assist with any documentation or information requirements.
• Maintained up to date mortgage industry knowledge to effectively support the team and business.
• Key Achievements
• Achieved one of the highest pipelines and productions within the business throughout time in post.
• Lead Spanish speaking processor and first point of contact for large volume of Spanish borrowers.

• Managed assigned caseloads and dealt with all aspects of the litigation debt recovery process.
• Managed a caseload of approximately 50 last stage collections and made over 200 calls daily.
• Secured and processed payments from debtors and updated records to ensure accuracy.
• Investigated and analyzed data to assess claims of financial difficulties and locate defaulters.
• Maintained accurate records and databases ensuring up to date communications and data.
• Consistently met individual Service Level Agreements, targets, KPIs and supported teams.

• Worked with debtors and defaulters to negotiate resolutions and repayment options for outstanding loans.
• Customer contact, support, and collection of outstanding debt via telephone and mail.
• Provided customer service, and resolutions for customers by negotiating payment arrangements.
• Administrative management including daily progress reports and tracking of contact and payments.
• Identified appropriate departments for processing and resolution and forwarding calls accordingly.
• Worked at pace to ensure high volume of calls and resolutions to meet targets and SLAs.
• Maintained strict compliance with FDCPA guidelines and followed up with NSF checks.
• Consistently met team goals, standards, SLAs and ensured customer service excellence.

• Led a team and provided excellent customer service for portfolio of loan and repayment services.
• Advised customers on title loan options, disclosed contract, and discussed payment options.
• Dealt with challenging and emotional customer situations professionally and diplomatically.
• Conducted financial calculations on income, rebates, employment for loan pre-approval.
• Processed ACH payment verifications, drafted letters and ensured accurate record keeping.
• Trained new team members on processes and monitored performance and development needs.

• Provided office management, administrative and PA support across the various businesses.
• Administrative support and office management to ensure smooth and efficient operations.
• Diary management, meeting coordination, international travel management and booking.
• Drafted correspondence, conducted research, prepared executive summaries and briefings.

• Progressed from cashier to supervisor to store manager within the check cashing store.
• Managed store operations, finances, and a staff of 20 including hiring, training, and scheduling.
• Ensured high quality customer service and store compliance with company standards and policies.
• Appointed to assist with audits and moved to various underperforming stores to increase sales.