1. MICHAEL B. VELAZQUEZ
10930 Gunsel Trail, San Antonio, TX. 78245 C: 239-464-2111 michael.velazquez76@gmail.com
PROFESSIONAL SUMMARY
Bi-lingual customer-centered banking professional with 5+ years experience in loan administration and customer
service. Excellent presentation and leadership skills along with dependability, organization, and quick learning
capability. Ability to maintain focus on timelines while managing multiple tasks.
SKILLS
l Microsoft Outlook, Word, Excel and Power Point l Fluently Bi-lingual (English/Spanish)
l Customer oriented l Organizational skills
l Data research, interpretation and analysis l Good communicator
l High level of accuracy l Strong interpersonal skills
l Effective problem solver l Skilled trainer
l Team player l Professional telephone etiquette
WORK HISTORY
Mortgage Processor Level 3, 08/2015 – Present
Wells Fargo – San Antonio, TX
l Work Conventional, FHA, and VA purchases and refinances
l Open and Close Branch
l Comply with Regulation B and TILA-RESPA guidelines
l Contact borrower to provide welcome call and introduction to process
l Documentation acquisition
l Confirm the information in the system matches what is reflected on the documentation received
l Provide loan and documentation to underwriter for decisioning
l Order appraisals and final inspections
l Contact third party companies to order payoff statements, and updated bank statements
l Restructure a loan when needed
l Work wedding events for lead generation purposes
l Review Loan Estimate with borrower
l Review Closing Disclosure with borrower
l Contact title company to obtain title package
l Coordinate between borrower and title company to setup closing
l Liaison to realtors on purchase loans
l Request interest rate lock extensions when needed
Realtor, 12/2014 – 08/2015
Keller Williams Realty Heritage
l Lead generate
l Hold Open houses
l Work phone duty for lead generation purposes
l Work wedding events for lead generation purposes
Consumer Loan Underwriter II, 08/2013 to 11/2014
Wells Fargo – San Antonio, TX

2. l Recommend loan approvals and denials based on customer loan application reviews
l Compile database of loan applicants' credit histories, corporate financial statements and other financial
information
l Review and edit loan agreements to ensure accuracy
l Underwrite home loans for modification
l Head the Pre-Flight project for N.A.C.A. & C.H.A. Hardest Hit Funds loans
l Types of loan assessments include Hardest Hit Funds, Office of the President, Employees', Elevated, Co-Loss
Mitigation, Bankruptcy, High end, Multi loan, and non elevated files
l Assist the Research & Remediation Department with an underwriting project
Home Preservation Specialist II, 05/2012 to 08/2013
Wells Fargo – San Antonio, TX
l Team Lead
l Single point of contact to borrowers and third party agencies with delinquent or high risk for delinquency loans
l Traveled to Wells Fargo, NACA, Hope, Regional/Community events nationwide to assist borrowers with
modifications, while still managing a pipeline
l Recommended solutions to maintain home ownership, including HAMP, MAP/proprietary modifications,
repayment plans
l Discussed liquidation option when modification wasn't viable
l Compile and distribute daily compliance report
l Served as Out of Office Contact for Supervisor
l Handled team escalated issues, emails, phone calls
l Liaison to and manage bi-weekly conference calls with all third party agencies
l Trained and directed new hires/trained teammates on compliance
l Provided team training and made presentations on departmental updates
Home Preservation Specialist I, 05/2010 to 05/2012
Wells Fargo – San Antonio, TX
l Team Lead
l Single point of contact to borrowers and third party agencies, traveled to events across the nation assisting
borrowers on a one-to-one basis and recommending solutions as indicated in Specialist Level II above
VIP Representative, 10/2009 to 05/2010
Wachovia Mortgage – San Antonio, TX
l Resolved escalated calls from internal and external customers
l Handled bi-weekly out and fixed rate modifications
l Clarified loans, payment and deferred interest calculations
l Managed back-up escrow and loan counseling calls
Loan Counselor/Risk 60+/Collector III, 11/2008 to 10/2009
Wachovia Mortgage – San Antonio, TX
l Handled bi-lingual inbound/outbound calls
l Negotiated with customers to Cure delinquent accounts
l Provided suggestions on how to better manage finances utilizing negotiation techniques
l Solved problems independently within team framework
Customer Service Representative, 07/2008 to 10/2008
ABT,SRBI – Fort Myers, FL

3. l Contacted clients nationwide to conduct telephone surveys
Technical Support Representative - Level II/Mentor, 05/2003 to 04/2008
Call Tech Communications Inc. – Fort Myers, FL
l Bi-lingual technical support to BellSouth Internet and Apple Computer customers
l Effectively managed a high-volume of callers in the resolution of issues regarding internet access and E-mail
l Addressed and resolved customer product complaints empathetically and professionally.
Store Manager, 12/2002 to 05/2003
Wireless Warehouse – Orlando, FL
l Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and
efficiently
l Restocked inventory and reviewed cash operation data to verify proper replenishment
l Greeted and answered customer questions regarding merchandise and pricing
l Described product to customers and accurately explained details and care of merchandise
l Responsibly opened and closed store
Store Manager, 05/2002 to 12/2002
Global Communication Solutions – Orlando, FL
l Responsible for all daily store operations
l Promptly responded to inquiries and requests from prospective customers.
l Maintained up-to-date knowledge of product and service changes.
Retail Sales Consultant, 01/2000 to 03/2002
Cingular Wireless – Orlando, FL
l Addressed customer inquiries, accepted payments, solved problems and provided new product information
l Handled sales that required bi-lingual skills in addition to all other sales needs
l Earned management trust by serving as key holder, responsibly opening and closing the store
EDUCATION
Associate of Arts: Business,
Edison State College - Fort Myers, FL.
ACCOMPLISHMENTS
l Promoted 6 times with current employer (Wells Fargo)
l Awarded Top PTPs (Promise to Pay) in a month multiple times
l Received multiple 100% silent monitors within a month
l Awarded the "WOW" award for my department while Home Preservation Specialist
l Served on Elite Team while Loan Counselor
l Maintained a strong scorecard average