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Customer Service Manager

Location:
San Francisco, CA
Posted:
October 04, 2015

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Resume:

GOVERNMENT UNDERWRITER

Gary D. Glosser Contact Information:

*** ******* ***** ****** ****** 951-***-****

Mooresville, NC. 28117 Email: acrycw@r.postjobfree.com

Government and Conventional Multi-State Wholesale, Correspondent and Retail Underwriter with 18 years’ experience recognized for exemplary underwriting acumen. Analytically focused on consistently exceeding expectations to time-sensitive service level agreements. High emotional intelligence with extraordinary interpersonal communication skills that delivers exceptional customer service. Thrives in a fast paced environment with changing priority levels while being efficient, adaptable and organized.

Professional Experience

Consumer Direct/Distributed Retail/Wholesale (DE) FHA Underwriter Jan 2015 to Present

RMS – Charlotte, North Carolina

Nationwide Government Underwriter of Purchase, Refinance and Reverse Mortgage solutions. Diverse product knowledge and experience working with complex financial analysis and cultural differences. Achieved high acclaim for highest productivity with fewest moderate findings while exceeding customer service scores in both wholesale and retail.

Extensive manual underwriting experience requiring broad credit and financial acumen.

Consistently exceeded minimum standards of five loans underwritten each day.

Leveraged knowledge of loan products to assist in restructuring turn-downs for subsequent loan approval.

Retail (DE) FHA Government Underwriter July 2014 – Jan 2015

Wells Fargo Home Mortgage – Charlotte, North Carolina

Consistently underwrite and decision four to six loans daily, explain decision logic and rationale while performing a thorough underwriting and collateral analysis. Apply fraud detection techniques and perform compliance reviews to ensure sound credit decisions. Demonstrate strong interpersonal skills to build and maintain professional relationships with customers, co-workers and third-party vendors.

Progressive layered risk analysis for underwriting of manual loans or the validation of automated findings.

Underwriting and approval of property appraisal reports and completing FHA Conditional Commitment.

Effectively communicate and engage proactively with loan officers, processors, funders and post-closers.

Provide work direction and training to lower level team members and provide performance feedback to lending manager.

Retail - Wholesale- Government Loan Underwriter June 2013 – July 2014

Mortgage Solutions Financial – Nationwide Mortgage Banker (Remote Underwriter)

Determined appropriate underwriting recommendations subject to company and investor guidelines and individual credit overlays. Responsible for maintaining high level of customer service with brokers, internal-external processors, and third-party vendors. Maintained above quota standards of four new loans underwritten per day in a fast-paced, paperless system.

Key Accomplishments:

Review, examine and underwrite loans to ensure soundness, business value and compliance with company and investor standards.

Determine and document loan conditions and communicate requirements and decisions.

Review detailed historical and projected financial analysis utilizing tax returns and financial statements.

Independently conduct full and comprehensive evaluations of a variety of complex, high-risk mortgage loan applications.

Review and analyze special conditions, loan deficiencies and exception requests to determine appropriate courses of action.

Serve as a project leader on special assignments, post-forensic underwriting audits and correspondent underwriting standards.

Lead underwriter for scenario desk for loan structuring prior to submission, providing underwriting support for loan originators and processors.

Assist funder and post-closer with conditions for file funding and shipment, provide underwriting support for loan originators and processors for file guidance and issue resolution.

Retail Loan Underwriter Nov. 2004 –June 2013

Lenders Direct –Rancho, Ca. /Flagstaff, AZ.

Branch Underwriter for second highest production team on the west coast. Subject matter expert in FHA/Conventional/USDA/Bond Products (CalHFA, CHDAP, MCC). Worked without supervision in a highly aggressive, fast-paced environment while exhibiting high standards of underwriting.

Key Accomplishments:

Granted specific signing authority to approve loan policy exceptions for LTV, FICO score, cash out amount, qualifying ratios, and other exceptions.

In-depth experience and knowledge of government and conventional lending guidelines with a thorough understanding of complex personal and business financial statements.

Underwrote loans for low/moderate income borrowers using strong knowledge of community lending products.

Outstanding knowledge-base in relation to risk and fraud analysis.

Able to clearly and effectively communicate guidelines to customers, loan processors while training loan officers on rapidly changing current lending policies, procedures and underwriting guidelines.

Corporate Trainer / West Coast Division Feb. 2001 – Nov. 2004

American Home Mortgage – Irvine, Ca. / Melville, N.Y.

Proven record of effectiveness in developing national training curriculum to acclimate, develop and improve personal growth for a company of 6000 employees. Created effective evaluation systems to measure training and performance improvement for loan origination sales and lending operations.

Key Accomplishments:

Implemented pipeline management systems to identify and correct operational deficiencies and reduce time to close by 28% while achieving a target of 23-25 days to close.

Designed curriculum focusing on strategic selling skills, product knowledge, decision-making and problem solving.

Developed training curriculum using webinars, classroom instruction, resource guides, and one-on-one field training.

First on site of all company acquisitions for branch training of all lending personnel.

Lending Manager/Underwriter (wholesale/retail) Jun. 1999 – Feb. 2001

Metropolitan Funding Group – Upland, Ca.

Strengthened retail branch sales with a strategic business plan aimed at immediate growth. Implemented an aggressive loan officer recruitment strategy and origination plan that resulted in a substantial increase of 80% in originations and fundings. Served and assisted in product development and implementation of loan products (FHA and Construction Lending).

Key Accomplishments:

Appointed Corporate FHA Test Underwriter to HUD.

Underwrote a diversification of loan products; conventional conforming and jumbo, second and sub-prime mortgages.

Initiated an aggressive recruiting and training program resulting in monthly production of 7-9 million monthly.

Developed a mentoring program to retain loan officers and increase corporate profitability.

Introduced predictive dialing to the retail call center resulting in increase of loan fundings by 80%.

Assisted in the training, development and growth of all wholesale and retail originators.

Managing Partner Sept. 1993 – June 1999

Platinum Capital –California

Directed lending operations for a small-sized mortgage banker that included underwriting, pipeline management and sales origination. Implemented performance standards, incentive programs and developed loan officer recruiting strategies and training to deliver in excess of 130 million annually in fundings.

Key Accomplishments:

Direct and support operational functions including underwriting, processing, loan docs & compliance.

Documentation control and analysis of funding, post-closing audits, computer uploads of new loan edits.

Perform post-close forensic analysis of files for completeness and accuracy; examine documents such as title, credit, assets, income as well as appraisal review.

Underwrote overflow when necessary, initiated loan officer origination standards.

Lean Six Sigma Green Belt – Mitchell Community College 2009

Patten University – B.A. Leadership 2017

FHA -Direct Endorsement Underwriter: D.E. CHUMS #S875

Government Systems: FHA Connection/CAIVRS

Automated Decision Software: DU/LP/GUS “USDA”

Loan Application & Document Software: Data Trac/Encompass/Calyx / Core 2/EDM/Doc Magic

Core Logic / Lexis Nexis: Fraud Guard, CoreLogic

Platinum Data Solutions: Collateral Risk Engine “Real View”

Microsoft Office Suite Excel/Word/PowerPoint / Microsoft Project



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