Christy E HYCHE

***** ***** **** *****, ************, Florida 32224

904-***-**** • acd3lm@r.postjobfree.com

PROFESSIONAL SUMMARY

Mortgage Banking and Financial Services professional with extensive experience in management, quality

assurance, and regulatory compliance. Proficient with a wide variety of software applications including

Fidelity/MSP, Microsoft Office, Avaya CMS, Desktop Underwriter, LP, AUS, and custom banking and

financial services software.

PROFESSIONAL EXPERIENCE

PHH Mortgage

Jacksonville, Florida September 2012-December 2013

Scenario Underwriter II

• Reviewed an average of 10-12 mortgages daily to ensure loan submissions meet internal and external

eligibility requirements.

• Demonstrated excellence in communication with loan processors, originators and management

throughout all phases of the underwriting process

• Evaluated the financial strength of borrowers to determine risk and repayment capacity.

• Analyzed tax returns and various income documents to accurately calculate qualifying income.

• Experienced with HARP, Conforming, Non-Conforming loans, Fannie Mae, Freddie Mac, Purchases, and

Refinances.

• Maintained a zero percent defect rate while exceeding the standards of the department.

PHH Mortgage Jacksonville, Florida September 2010 – September 2012

Mortgage Resource Representative

• Provide Mortgage Resource support to Financial Advisors, Wealth Management Bankers, internal and

external departments from originations to servicing.

• Calculate mortgage rate quotes, closing cost estimates, break even analysis, and amortization

information. Ensure compliance with FNMA and FHMLC guidelines and regulatory compliance.

• Assist with loan processing and underwriting escalation support.

• Administer loan status updates and sustained a database of inquiries.

FSV Payment Systems Jacksonville, Florida October 2008 – February 2010

Customer Service Supervisor

• Managed team of 25-35 Telephone Customer Service Representatives servicing pre-paid debit

cards in a Call Center environment.

• Administered performance management by diagnosing improvement opportunities, providing

feedback, coaching, training, professional development, and corrective action plans.

• Performed quality assurance, developed and reviewed performance reports, identified areas of

improvement, and implemented measures to improve performance levels and meet objectives.

• Assisted with training while supporting operations and training department.

• Conducted presentations and special projects.

• Directed team meetings to communicate changes to staff. Interviewed and hired Customer

Service Representatives.

• Monitored interaction between customers and staff to ensure Quality Assurance standards.

Monitored handle time, queue reporting, and delivered annual reviews.

Keller Williams First Coast Orange Park, Florida May 2007 – September 2010

Realtor

• Communicated with clients to understand their property needs and preferences.

• Coordinated and fixed appointments with prospective buyers to show them houses and plots.

• Acted as liaison between buyers and sellers ensuring positive experience for both parties

involved. Responsible for preparation of contract documents, purchase agreements and closing

statements.

• Prepared and maintain a list of properties suited to different needs and budgets. Assisted in the

creation of marketing material for properties.

Washington Mutual Bank, F.A. Jacksonville, Florida December 2005-May2007

Customer Service Manager

• Managed team of 16-20 advanced Telephone Mortgage/Retail Bankers in an Escalations/Priority

Servicing Call Center environment.

• Administered performance management by diagnosing improvement opportunities, providing feedback,

coaching, training, professional development, and corrective action plans.

• Performed quality assurance, developed and reviewed performance reports, identified areas of

improvement, and implemented measures to improve performance levels and meet objectives.

Conducted training sessions for customer service and mortgage Banking.

• Directed team meetings to communicate changes to staff. Interviewed, hired, and trained Customer

Service Representatives.

• Monitored interaction between customers and staff to ensure Quality Assurance standards.

Washington Mutual Bank, F.A. Jacksonville, Florida October 2004-December 2005

Business Operations Analyst/Quality

• Responsible for screening of incoming calls to ensure quality customer service, and adherence to the

policies, procedures and regulatory compliance.

• Delivered feedback to management to assist in the creation of performance improvement goals and the

development of training programs.

• Demonstrated strategic, creative, and visionary thinking with regard to Call Center quality standards

while meeting and exceeding both internal and external customer satisfaction.

• Analyzed and tracked overall quality levels by individual, team, and department to identify trends and

problems.

• Acted as a subject matter expert for the Customer Service Department with solid knowledge of Mortgage

Banking practices.

• Calibrated with other team members to ensure accuracy and uniformity with departmental standards.

Washington Mutual Bank, F.A. Jacksonville, Florida October 2002- October 2004

Customer Care Senior/ Team Leader

• Supervised two teams of 12 Customer Service Representatives in a call center environment.

• Handled call escalations to ensure customer satisfaction and priority servicing.

• Acted as the subject matter expert for the Customer Service department with solid knowledge of

Mortgage Banking practices.

• Designed training material for the department.

• Conducted formal classroom training for newly promoted representatives. Monitored calls for quality

assurance to ensure uniformity in Customer Service standards.

Education

Florida Community College at Jacksonville Associate in Arts December 2012

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