Summary
Overview
Work History
Skills
Timeline
Generic

Gwyn Shaw

South Grafton

Summary

Mortgage Loan Officer with 7 years of experience at Digital Federal Credit Union, recognized for exceptional customer service and effective communication. Expertise in navigating complex mortgage guidelines while building strong client relationships. Led a team to enhance closing accuracy and turnaround times, resulting in high member satisfaction and compliance with regulatory standards.

Overview

19
19
years of professional experience

Work History

Mortgage Loan Officer

Digital Federal Credit Union
Marlborough
02.2019 - Current
  • My job is to prequalify members and potential members to appropriate loan products based on individual financial goals.
  • I analyze applications to determine documents and information required by using Desktop Underwriter using Fannie Mae and Freddie Mac Guidelines.
  • I can then issue verified pre-qualification letters according to DCU Mortgage guidelines.
  • My priority is to communicate effectively in a fast paced environment with members or potential members concerning general inquiries, rates, products, loan requirements and application process via phone and email.
  • My goal is to help our members have a great experience with buying their home and financing it with DCU.
  • I want to be sure they understand each step along the way.

Mortgage Loan Processor/ Member Service Rep

Digital Federal Credit Union
Marlborough
09.2011 - 02.2019
  • My job was to maintain a home equity loan pipeline of 30 to 50 files at any given time.
  • The daily volume would be 4 to 5 new applications.
  • I worked with third party vendors to address and clear loan closing requirements.
  • I was recognized by management for providing exceptional customer service.
  • Providing excellent service and attention to members was my main goal.

Mortgage Loss Mitigation Rep

Digital Federal Credit Union
Marlborough
11.2009 - 09.2011
  • I collected all of the financial documents related to income and assets.
  • The goal was to try to qualify members for a mortgage modification to enable them to make an affordable payment.
  • Depending on the situation the modification payments were usually set for one year.
  • We met with the Manager of the Collections Department for a weekly review of each file.
  • It was my job to explain their circumstances and give them that member’s financial overall status.

Mortgage Closing Department Team Leader

Digital Federal Credit Union
Marlborough
11.2006 - 11.2009
  • I supervised a Team of 6 people. These included Mortgage Closing Reps and Schedulers.
  • Our main focus was ensuring the home equity loan closing packages were accurate and scheduled on time, and that we were meeting the goals set by DCU for turnaround and quality.
  • I was responsible for writing and giving employee evaluations and reviews.
  • Managing their schedules.
  • Coordinating time off so we had enough coverage.
  • I worked closely with the other Mortgage Closing Team Leader.
  • She managed the refinance and purchase mortgage closings.
  • We combined our Teams for weekly meetings to cultivate team building.
  • Member escalation phone calls were another part of my responsibilities.
  • It was my job to defuse and resolve the situation with the best outcome possible.

Skills

  • Customer care
  • Clear communication
  • Flexibility
  • Collaborative work
  • Self-sufficiency
  • Mortgage guidelines
  • Regulatory compliance
  • Attention to detail
  • Relationship building

Timeline

Mortgage Loan Officer

Digital Federal Credit Union
02.2019 - Current

Mortgage Loan Processor/ Member Service Rep

Digital Federal Credit Union
09.2011 - 02.2019

Mortgage Loss Mitigation Rep

Digital Federal Credit Union
11.2009 - 09.2011

Mortgage Closing Department Team Leader

Digital Federal Credit Union
11.2006 - 11.2009

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Gwyn Shaw