Ursula Montes Valenzuela
Phoenix
Summary
Results-driven Mortgage Loan Processor with extensive experience at US Bank Home Mortgage, skilled in managing pipelines and ensuring compliance. Recognized for exceptional attention to detail and effective communication, consistently delivering high-quality loan processing. Proficient in Doc Velocity and Microsoft Office, with a strong focus on problem-solving and collaboration to enhance customer satisfaction. Knowledgeable loan processor bringing several years of experience in banking and financial positions. Highly skilled in working well with people of all backgrounds to complete loan packages. Adept at building loyalty and trust between bank and customer.
Overview
21
21
years of professional experience
Work History
Mortgage Loan Processor III
US Bank Home Mortgage
Scottsdale
2019.08 - 2025.04
- Managed a pipeline size of 30+ construction to perm loans, completed initial reviews of the customers loan application that consisted of being thorough with the file to ensure it was ready for underwriting to make a pre-approved decision on the customers application.
- The process consisted of ordering appraisals, title, builders risk insurance, conducted extensive research with vacant land/lots to ensure the accuracy of parcel numbers or legal description matching the subject property, worked with customers and builders to have builders' contracts revised/modified/amended to bank standards/guidelines.
- Calculated tax mill rates, property tax, builders cost break down.
- Reached out to sales and customers to go over conditions, provided status updates, also adhered to bank compliance rules, communicated with internal staff to respond to inquiries, resolve problems and obtain all necessary documentation required for the file to go to underwriting or closing.
- Collaborated with sales, underwriting, closing, and title partners to ensure a smooth process for the customer.
Customer Support Rep.
Honeywell Aerospace
Phoenix
2019.01 - 2019.08
- Managed a pipeline size of 20+ purchase orders, processed orders including order entry, expediting orders, changed orders, monitoring order status, and resolving discrepancies.
- Acted as a change agent and looked for ways to improve our customer care processes and moved products through Honeywell quickly.
- Also provided the customer with updates regarding their order status, problems encountered, order changes, and repair inquiries.
- Communicated internally with other departments such as Technical Support, Logistics, Manufacturing, Regional Customer Support Managers, Product Managers, etc. to resolve customer issues and get their plane flying again.
Mortgage Loan Processor I
J.P. Morgan Chase Bank
Phoenix
2016.09 - 2018.06
- Managed a pipeline size of 50+ loans, daily mortgage loan application consists of various steps that also include mortgage loan processing.
- Responsibilities include gathering information and taking each file from pre approval to closing.
- Input proper loan information into the system for processing.
- Responsible for ensuring that all loan documentation is complete, accurate, verified, and complies with company policy.
- Verify loan documents including income credit appraisal and title insurance ultimately preparing application for submission to underwriting.
- Review file documentation and make sure all items needed are requested with the customer.
- Ordered and coordinated loan documents.
- Meet crucial deadlines requested.
- Perform any additional duties/activities assigned by management.
Mortgage Default Specialists
J.P. Morgan Chase Bank
Phoenix
2014.12 - 2016.09
- Answered inbound and outbound calls for current and past due mortgage payments on an automated dialing system.
- These calls consisted of negotiating payment arrangements and assisting customers with mortgage assistance.
- I consistently surpassed department and team production goals each month while adhering to regulatory and compliance standards.
- I was also selected to be a part of a test pilot team which specifically worked short sales loans from June-Sept 2015.
Customer Service Representative
Homesite Home Insurance
Phoenix
2012.07 - 2014.11
- Answered inbound calls from current or past customers inquiring about their homeowner's policies.
- Inquiries range from premium increase, to billing questions, to updating customer profile.
- Answered all policy coverage questions, adjusted coverage according to guidelines, explained insurance coverage's existing and non-existing on customer policy, also dealt with mortgage companies regarding customer policies and coverage information, setup callback for customers to obtain resolution.
Customer Service Rep
PSCU Financial Services
Phoenix
2011.02 - 2012.07
- Answered inbound calls from members inquiring account balances, funds transfers, account detail history, answered questions on products and services credit union offers, input account messages to account specialists to communicate back with members on behalf of their account.
Claims Rep I
Progressive Auto Insurance
Phoenix
2004.09 - 2009.01
- Answered inbound calls from customers/claimants regarding first time initial claims, edit existing claim.
- Information provided claim rep information and answered questions to the best of knowledge regarding policies and procedures.
Education
High School Diploma -
RCB High School
Phoenix, AZ06.2002
Skills
- Team player
- Positive work ethic
- Reliability
- Initiative
- Active listening
- Collaboration
- Problem solving
- Innovation
- Attention to detail
- Data collection and entry
- Customer centricity
- Written communication
- Verbal communication
- Adaptability to change
- Research diligence
- Net-O proficiency
- Doc Velocity proficiency
- Microsoft Office proficiency
- Loan processing
- Underwriting communication
- Compliance adherence
- Document verification
- Pipeline management
- Customer relationship management
- Order coordination
- Deadline prioritization
- Effective communication
- Status reporting
- Loan processing expertise
References
Available upon request
References
References available upon request.
Timeline
Mortgage Loan Processor III
US Bank Home Mortgage
2019.08 - 2025.04
Customer Support Rep.
Honeywell Aerospace
2019.01 - 2019.08
Mortgage Loan Processor I
J.P. Morgan Chase Bank
2016.09 - 2018.06
Mortgage Default Specialists
J.P. Morgan Chase Bank
2014.12 - 2016.09
Customer Service Representative
Homesite Home Insurance
2012.07 - 2014.11
Customer Service Rep
PSCU Financial Services
2011.02 - 2012.07
Claims Rep I
Progressive Auto Insurance
2004.09 - 2009.01
High School Diploma -
RCB High School