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Customer Service Manager

Location:
Bloomington, IL
Salary:
70000
Posted:
March 26, 2015

Contact this candidate

Resume:

James T. Lee

* ****** ***** #*

Bloomington, IL *1721

Phone; 727-***-****

E-mail: acowdm@r.postjobfree.com

Objective

To obtain a position that requires strong analytical and investigative abilities, with a company that has

high expectations for its employees, that supports as well as promotes career development, and where an

industrious person with strong multi-tasking and time-management skills would thrive.

Experience

Accenture Credit Services – Charlotte, NC 12/2012 to 02/07/2014

Mortgage Underwriter II – Platforms Citi Bank and Nation Star Mortgage

Verifying compliance with regulatory, investor and Company policies and procedures

Performing risk review, ensuring accuracy and completeness

Analyzed mortgage related documents such as all tax forms ranging from 1040, 1120, 1120S, K1,

Schedule E and 2106, complex asset documentation, trusts, appraisals, title and flood certifications

Issuing loan decision based on associated risks

Underwriting complex conventional transactions

Completing risks review analysis of loan transactions

Assisting with re-negotiations of loans based on lending guidelines

Communicated risk review decision to customers, fulfillment team and/or sales partner including

discussion surrounding unique or complex documentation needs

Interpreting policies while analyzing credit and collateral documentation

Implementing fraud detection techniques and performing compliance reviews

Performing extensive research to resolve complex underwriting issues

Laid-off

C1 Bank – St. Petersburg, FL 08/2012 to 12/2012

Mortgage Underwriter and Processor - Offered

Performing risk reviews, ensuring accuracy and completeness

Issuing loan decision based on associated risks

Analyzed mortgage related documents such as all tax forms ranging from 1040, 1120, 1120S, K1,

Schedule E and 2106, complex asset documentation, trusts, appraisals, title and flood certifications

Worked with loan originators to gather appropriate documents

Developed a working relationship with City of St. Petersburg and Tampa, FL for Community Lending

programs

Interpreting policies while analyzing credit and collateral documentation

Resigned – Offered relocation package of $10,000 and signing bonus of $5,000 and 30% salary

increase

Clayton Mortgage LLC – Tampa, FL 05/2012 to 08/2012

FNMA Put-back Mortgage Underwriter

Reviewed FNMA funded mortgages to confirm lender followed proper underwriting guidelines

Analyzed appraisals to confirm appraisal was within investor guidelines and escalated loans with

deficiencies

Analyzed income and asset documentation to verify original underwriter calculated proper income for

self-employed borrowers and sufficient assets for reserves requirements

Responsible for determining if FNMA should request investor to refund for deficient mortgages

Contract expired

JCIII & Associates – Tampa, FL 6/2011 - 05/2012

Forensic Mortgage Underwriter

Reviewed FHA/Conventional mortgages to determine if lender complied with investor’s policies and

procedures and prepared a brief for investor’s attorneys to determine if they should request a repurchase

or whether loan was within compliance

Contract Expired

AEGON-Diversified St. Petersburg,

F L 02/ 2010 – 06/2011

Licensed Retirement Specialist

Answer inbound calls pertaining to various retirement accounts such as 403B, 401K,

t raditional and Roth IRA, and investment counseling.

Data entry, calculate mathematical equations for grace periods, lapse, skipping payments,

loan requests, and withdrawals

Offered job in the mortgage industry

Bank of America Tampa, FL

05/ 2003 – 08/2009

Mortgage Underw r iter

Analyzed applicants’ financial status, credit score and property evaluation to determine

feasibili ty of granting loan approval or denial

Analyzed mortgage related documents such as all tax forms ranging from 1040, 1120, 1120S, K1,

Schedule E and 2106, complex asset documentation, trusts, appraisals, title and flood certifications

Approved loans within company specified policy limits

Ensured completeness and accuracy of loan agreements

Resolved a ll questions and concerns regarding loan application and loan status via heavy

p hone contact with applicants, creditors, personal bankers and vendors

Aler ted staff and superiors to the presence of suspected fraudulent loan applications

Compiled writ ten reports and case summaries to document investigations and inform

supervisors of potential fraud

Laid-off

S tate Farm Mutual Insurance, Bloomington, I L 02/

1998 -12/ 2002

Quality Analyst

Developed action plans for associates to improve the level of service as part of a quality

team

Developed and implemented concept to create a sliding quality control scale to score

representatives on the level of customer service delivered to each client

Conducted presentations to unit leaders and representatives pertaining to the nuances of

quality

M oved to Florida

First of America Bank, Bloomington, I L

01/1994 -02/ 1998

Underw r iter

Examined documents to determine degree of r isk from such factors as applicants’ financial

s tanding and value and condition of property

Communicated to field representatives and other pertinent parties to obtain further

i nformation about application information, quoted rates, and explained company’s

u nderwri ting policies

Serviced customers in branches in order to open checking, savings, CD, cash management,

I RA, and Keogh accounts

Served as assistant branch manager in the absence of the branch manager

Bank was bought out and department moved to OH and I wasn’t able to relocate

Selected Skills and Accomplishments

Computer Skills:

M icrosoft Excel, Outlook, Word, PowerPoint, Access, Lexis Nexis, Realquest, Data Verify,

Corelogic, Fraudguard, Rapid Reporting, Loan Solutions, ACAPS, Merlin, Witness, L MP,

T MO, LSAMS, Bli tz and

Quantum.

Accolades:

Awarded Spiri t Medallion for outstanding customer service (Bank of America, YEAR)

Awarded Employee of the Month on several occasions for outstanding performance (State

Farm

M utual Insurance, YEAR)

Opened more than $1 million for cash management accounts for the year 1994 (First of

A merica

Bank, YEAR)

Awarded Dist rict Sales Leader (First of America Bank, 1994)

Volunteer Positions

Bank of America Tampa, FL

C hairperson, T reasurer - Diversity Committee

Prepared and forecasted annual commit tee budget; approved payment to various vendors

Bank of America Tampa, FL

H ome Equity Response Team - Elected Representative

Served as a voice of the associates for the department

Directed monthly commit tee meetings to review and address associate concerns

Discussed ways to correct any issues within given authority as well as prepared an action

p lan to

p resent to senior management for evaluation

Bank of America, Tampa, FL

Spirit Committee

Responsible for elevating associate morale at Spirit Award meetings and quarterly and

annual

budget meetings



Contact this candidate