Charley

MORTGAGE VIRTUAL ASSISTANT | CLIENT SUCCESS SPECIALIST

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PRE-UNDERWRITING & LOAN FILE REVIEW, END-TO-END LOAN ASSISTANCE, ENCOMPASS | FANNIE MAE

Building on solid mortgage experience, Charley supports pre-underwriting and loan processing with strong documentation control, timeline management, and loan file completeness, helping teams reduce rework, meet SLAs, and keep loan pipelines moving efficiently.

EMPLOYMENT SUMMARY

Charley has 2 years of mortgage experience supporting pre-underwriting, loan processing, and appraisal coordination while managing loan files from borrower onboarding through funding, ensuring document completeness, income and asset verification, timeline tracking, accuracy, consistency, strong attention to detail, and clear borrower communication. With additional experience in client account management and financial services, Charley brings a comprehensive understanding of mortgage operations, compliance, and client relationship management to support U.S. and Australian mortgage teams.

EMPLOYMENT HISTORY

ASSESSMENT RESULTS

DISC PERSONALITY RESULT

EF English Test

100/C2

COMMON EUROPEAN FRAMEWORK OF REFERENCE FOR LANGUAGES (CEFR)

BEGINNER

INTERMEDIATE

ADVANCED

EDUCATION

Charley is a Mortgage Virtual Assistant with 2 years of mortgage experience, supporting pre-underwriting, loan processing, and appraisal coordination while managing loan files from borrower onboarding through funding, ensuring document completeness, income and asset verification, timeline tracking, accuracy, consistency, strong attention to detail, and clear borrower communication.

Conscientiousness (C) - Detail-oriented and organized. C-type VAs ensure accuracy, maintain structured systems, and deliver high-quality work. Steadiness (S) - Patient and reliable. S-type VAs provide stable, consistent support and build long-term relationships with clients.

Demonstrates near-native fluency with exceptional accuracy, clarity, and confidence in professional communication.

Pre-UnderwritingLoan ProcessingDocument ReviewBorrower SupportAppraisal SupportClient CommunicationFile ManagementCredit ReviewIncome VerificationSLA Tracking

✓Encompass

✓Fannie Mae

✓Mercury

✓Solidifi

✓Salesforce

✓Trello

✓HubSpot

✓DocuSign

✓ClickUp

✓Clear Capital

Two-Monitor Setup

Noise-Cancelling Headset

MORTGAGE SCOUT AUSTRALIA

Client Success Manager

Mar 2023 – Dec 2025

• Acted as primary point of contact for clients throughout the loan journey

• Guided clients through onboarding, documentation submission, and portal navigation

• Reviewed supporting documents for completeness and eligibility

• Liaised with brokers, lenders, and conveyancers to progress applications

• Provided proactive updates and set expectations for turnaround times

• Coordinated settlements and ensured client readiness for first repayment

• Conducted post-settlement rate reviews and retention conversations

• Nurtured long-term relationships to drive repeat and referral business

• Successfully handled multiple concurrent loan files with strict deadlines

• Improved client satisfaction through proactive communication

• Helped reduce delays by identifying incomplete documentation early

NEWFI / FINANCE FORWARD

Mortgage Virtual Assistant III / Pre-Underwriter

Feb 2021 – Mar 2023

• Reviewed loan files for accuracy and completeness before underwriting

• Verified income, assets, employment, and credit documentation

• Identified missing conditions and coordinated with clients for submission

• Assisted in appraisal order scheduling and status follow-ups

• Entered property and comparable data into appraisal systems

• Performed quality control checks on appraisal and loan documents

• Managed emails, timelines, and digital document organization

• Reduced underwriting resubmissions through accurate pre-review

• Improved appraisal turnaround times through effective scheduling

• Supported processing teams in meeting service-level agreements

JP MORGAN CHASE & CO.

Account Specialist II

Dec 2017 – Feb 2021

• Resolved client account inquiries and transaction concerns

• Ensured confidentiality and adherence to regulatory guidelines

• Conducted basic financial analysis and error resolution

• Developed strong communication and customer-care skills

• Maintained accurate records and documentation

Can understand and use familiar everyday expressions and basic questions about personal details.

Can have very short social exchanges and give information on familiar and routine matters when traveling.

Can briefly describe past events and future plans, give reasons for opinions and explain advantages and disadvantages.

Can communicate confidently in a variety of academic and professional environments.

Can use the language flexibly and effectively for social, academic and professional purposes.

Can interact with ease and can differentiate their shades of meaning.