Charlene Espiritu
Milton,ON
Summary
Mortgage professional with extensive experience in loan processing, underwriting, and client relations. Demonstrated ability to enhance team performance and achieve results through collaborative and adaptable approaches. Proficient in financial analysis, risk assessment, and regulatory compliance. Renowned for reliability and flexibility, consistently delivering high-quality outcomes in a fast-paced environment.
Overview
21
21
years of professional experience
Work History
Licensed Mortgage Associate
Vine Group Mortgage Brokerage
03.2024 - Current
- Maintain a comprehensive understanding of various loan programs to provide accurate advice to clients on suitable options based on their financial circumstances.
- Diligently following up on outstanding documents from clients and third-party vendors to reduce mortgage processing timeframes.
- Collaborate with the underwriting team to resolve any discrepancies or issues found in loan applications, ensuring a smooth approval process for clients.
- Work with underwriters to fix application problems and resolve issues.
- Interview loan applicants to gather personal and financial information to aid in the completion of applications.
Mortgage Associate
RBC Royal Bank
11.2011 - 02.2024
- Increased client retention rates through regular follow-ups, ensuring customers were satisfied with their mortgage products.
- Developed strong relationships with real estate agents, fostering a positive reputation within the industry for our firm.
- Minimized risk exposure of the firm by conducting thorough credit analyses and properly assessing borrower qualifications before approving loans.
- Expedited loan underwriting process through clear communication between processors, underwriters, and other departments involved in the approval process; resolve any discrepancies or issues found in loan applications,
- Reduced mortgage processing timeframes by diligently following up on outstanding documents from clients and third-party vendors.
- Improved client satisfaction rates by providing exceptional customer service and promptly addressing concerns; and providing prompt and accurate loan status updates.
- Communicated with clients, processing teams, and other third parties to expedite loan closings.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Checked loan documents for accuracy prior to closing.
- Reviewed and validated details of loan applications and closing documentation.
Mortgage Closing Officer
RBC Royal Bank
05.2008 - 10.2011
- Processed loan applications and monitored progress from start to finish.
- Coordinated with sellers, buyers, and real estate agents to complete loan submissions and scheduled closing dates.
- Audited variety of critical financial documents for completeness and accuracy, noting and resolving deficiencies and errors.
- Reviewed funding packages by calculating fees and arranging for disbursement of loan funds.
- Managed final steps of closing process to mitigate risk and errors, achieving timely and efficient closings.
- Produced closing instructions and coordinated with lenders and solicitors to monitor closing and funding.
- Reduced errors in closing documents by diligently reviewing and validating all required information.
- Assisted in resolving any post-closing issues swiftly to maintain client satisfaction levels.
- Managed multiple closings simultaneously while maintaining accuracy and efficiency under tight deadlines.
- Verified funds for closings by communicating with financial institutions and obtaining necessary verifications promptly.
- Enhanced customer satisfaction by consistently meeting or exceeding deadlines for loan closings.
Mortgage/Loan Customer Service Representative
RBC Royal Bank
02.2005 - 05.2007
- Communicated regularly with borrowers regarding their repayment plans, promoting responsible financial behavior among customers.
- Demonstrated a strong understanding of loan products, terms, and eligibility requirements to enhance the overall customer experience.
- Built strong relationships with clients through excellent rapport-building skills and consistently delivering high-quality service.
- Provided exceptional customer service, addressing borrower concerns and offering guidance on available loan options.
Customer Service Representative
RBC Royal Bank
01.2004 - 02.2006
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs; Responded to customer requests for products and services.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Business Administration
CDI College of Business & Technology
Mississauga, Ontario06-2002
Skills
- Credit analysis
- Loan application management
- Loan processing
- Mortgage underwriting
- Residential mortgage lending regulations
- Document analysis
- Refinancing options
- Financial analysis
- Client account management
- Underwriting
- Credit checks
- Time management
- Attention to detail
- Multitasking Abilities
- Mortgage loan processing
Timeline
Licensed Mortgage Associate
Vine Group Mortgage Brokerage
03.2024 - Current
Mortgage Associate
RBC Royal Bank
11.2011 - 02.2024
Mortgage Closing Officer
RBC Royal Bank
05.2008 - 10.2011
Mortgage/Loan Customer Service Representative
RBC Royal Bank
02.2005 - 05.2007
Customer Service Representative
RBC Royal Bank
01.2004 - 02.2006
Business Administration
CDI College of Business & Technology
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