Deanna Cuellar Email & Phone Number

Phoenix, Az, Us

Phoenix, Arizona, United States

• Focus on consumer complaint resolution • Manage customer complaint reports & determine root cause of issues linked to customer dissatisfaction.• Communicate with customers in attempt to obtain missing loan documentation which were identified through Investor audits.• Provide oversight and management of ongoing survey programs and ensure changes/improvements are implemented.• Communicate with Operation, Sales, Title & Sr Management regarding escalation status & recommend solutions.• Seek ways to improve customer service experience and determine proper course of action based on customer needs.• Monitors moderate to complex account activity which requires research that may involve multiple systems.• Participate in projects as directed

United States

Skills: • Experienced in a fast-paced high-volume environment.• Strong in analyzing bank statements. Experience with Non-QM programs, guidelines, and underwriting standards. • Strong analytical, decision-making, and problem-solving abilities.Key Achievements:• Assigned to liaison with UBS Wealth Management analyzing high-income loans up to $17M with a signing authority of up to $2M; considered asset dissipation and risk values on complex investor packages.• Maintained a pipeline of portfolio, non-conforming, and jumbo loans providing DTI approvals up to 60% and loan-to-value considerations up to 100% through asset pledges.• Experienced in complex income analysis.• Collaborated with underwriting management & credit risk teams to provide DTI/LTV exception requests for high end clients.

Chandler, Arizona, United States

• Collaborated and negotiated with private mortgage bankers, loan coordinators, and sales management to build customer satisfaction, meet corporate objectives, and fortify B2B relationships.• Analyze consumer credit requests for mortgage applications with a loan authority of $2 million.• Reviewed three to four investor package reviews daily and maintained a 24-hour turnaround on all HMDA resubmissions, focusing on complex income and tax analysis and risk evaluations.• Made careful determinations based on skilled analysis of submitted documentation covering credit histories, employment records and current financial status.

Tempe, Arizona, United States

Key Achievements:• Collaborated and negotiated with private mortgage bankers, loan coordinators, and sales management to build customer satisfaction, meet corporate objectives, and fortify B2B relationships.• Reviewed four to eight investor package reviews daily and maintained a 24-hour turnaround.• Experienced in analyzing income, credit, assets, appraisal report, title report etc.

Phoenix, Arizona, United States

Skills: • Strong in analyzing bank statements. Experience with Non-QM programs, guidelines, and underwriting standards. Key Achievements:• Recognized as the Top 10% Producer on non-QM programs and portfolio business resulting from detailed data mining, strategic alternative income verification methods, and high-quality compliance reviews of state and federals laws. • Sustained a loan authority of $2.5M+ on intricate conforming, non-conforming, and jumbo loan applications, including multiple pack submissions for high-income clients refinancing or purchasing more than two properties per transaction.• Developed weekly and monthly reporting on privacy sweeps required by compliance and sales identifying information security and data breaches following corporate cybersecurity policies.• Spearheaded training programs and developed training materials for a “Penalty Box” program mandated to approximately 30+ underperforming underwriters through monthly summits and increasing staff performance within three months.

Tempe, Arizona, United States

Key Achievements:• Recognized as Top 5% telesales representative on the Countrywide Home Loans through lead generations offering first and second mortgage programs to new and existing customers.• Promoted to Telesales Supervisor of 20+ employees supporting Countrywide and BankOne (now merged with JP Morgan Chase) clients while setting weekly and monthly sales targets and handling escalated customer issues.• Cultivated successful sales teams through corporate and personalized coaching to promote persuasive sales techniques delivering superior department productivity and individual performance reviews.• Monitored and quality scored 40 outbound weekly call reviews raising customer service interactions and selling talents; conducted deep coaching during onboarding and maintenance for existing representatives to uphold 100% quality ratings.