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Customer Service Manager

Location:
Durham, NC
Salary:
80000
Posted:
June 20, 2016

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Resume:

Micheal Kevin Jones

919-***-****

acvbsi@r.postjobfree.com

SUMMARY OF QUALIFICATIONS:

Over 10 years’ of experience in banking, lending, and mortgages; over 6 years of experience in Mortgage Underwriting, with exposure to Conventional, FHA, as well as VA and USDA; TRID Certified, Certified Master Mortgage Underwriter (NAMU-CMMU)

Experienced in analyzing loan documents for Fraudulent Activity; TRV-4506, Paystubs, verification of employment, Verification of rent, verification of mortgage, Visa, green card information, statements debtors, bank statements, Gift Funds

Working knowledge of DU and LP automated underwriting systems, as well as Manual Underwriting

Coordinated closings with the title and insurance companies

Communicating with executive management regarding project updates

Ability to work in a team environment and lead cross functional teams

Familiarity with FHA, NC Housing, VA, USDA, and Conventional guiding lines

Familiar with credit scoring and ways for customer to increase their credit score

Ordering Title and Homeowners Insurance with Soft pro

Microsoft Office Suite (MS Word, Excel, PowerPoint, Access); Familiar with Calyx, Encompass, Encomia, Empower, and Core

EDUCATION AND CERTIFICATIONS:

Mortgage Underwriting University Inc.

Certified Master Mortgage Underwriter (NAMU-CMMU)

TRID class Certificate

Underwriter Certificate 101 - "The Essentials"

Advanced Underwriting Certificate - "Real World Lessons"

FHA/VA Underwriting Certificate - "For Underwriters"

Due Diligence Certificate - "Learn How to Manual Underwrite Files"

FHA DE Certificate

Legacy School of Real Estate

Loan Originator Safe Act Course, MLS# 1066284

North Carolina Central University

M.A. in History with a concentration in United States and African American History 2007, Minor in English

GPA 3.583

University of North Carolina

B.A. in History with a concentration in American History 2005

B.A. Honors in African and Afro-American Studies

GPA 3.379

PROFESSIONAL EXPERIENCE

Wells Fargo 05/2016-Present

Consumer Lending Underwriter 3/Mortgage Fraud Analyst(Contractor)

Perform prefunding fraud reviews on retail mortgage loans. Identify red flags present within the loan and alerting fulfillment to the issues

Review fulfillment's resolution to determine if all red flags have been sufficiently addressed and the risk to Wells Fargo has been minimized

Review 4506T reports and other various mortgage fraud activities

Review, analyze, approve and underwrite large, unusual or complex individual consumer requests and products within company and industry guidelines.

Review financial statements, credit reports, and applicable ratios(i.e. Debt ratios, loan-to-value)

Evaluate and examine transactions to ensure accuracy and completeness

Perform formal reports for review

Ensure that documents are consistent and uphold to company and industry guidelines

Implement fraud detection techniques and perform compliance reviews

Assist with re-negotiations of loans based on lending guidelines

Contact customers and partners to gather information to make appropriate decision

Explain rationale behind credit decision

Provide work direction and/or training to lower level team members and provide performance feedback to supervisor/manager

Analyze and investigate daily Retail Mortgage loan fraud alerts generated by Rels/LoanSafe

Place fraud alerts on loans when potential fraud is suspected

Work with Underwriters to resolve possible fraud issues and concerns.

Fraud alert investigations include, Identity Theft, Income discrepancies, Occupancy, Undisclosed Properties, and/or Mortgages

Research and investigate evidence to determine mortgage fraud by using, Prefund at the Web, LPS, LIS, CORE, Rels/LoanSafe, RF Image Viewer, Speed Trap, Lexis Nexis, Realquest, Zillow, and internet searches

Maintain individual Loansafe pipeline

Analyze and investigate Home Equity Alerts

Infinity International (contract/part-time) 01/2010-Present

Delegated Remote Underwriter

Remote role to assist with overflow, assisting with up to 10 loans monthly

Review new loan files to ensure loan meets investor and program criteria. Minimum standard of 60 loans per month and a turn time of 24 hours required

Evaluates loan applications for risks and various criteria such as investor requirements, accuracy, consistency and completeness

Review transmittal & 1003 to make sure it is accurate and complete, compare to findings to verify that all information matches

Review credit report and compare to liabilities on 1003. Verify the investor guidelines for outstanding derogatory items and requirement payment or satisfaction if needed. Request updated mortgage history if needed

Calculate income using documentation required per investor, questioning any large changes in income

Review assets statements to compare to required assets.

Require documentation and source for any recent large deposits

Review title to verify our borrower has ownership on a refinance transaction and that the seller has ownership for purchase transaction

Check that chain of title meets investor requirements

Verify there are no unpaid liens or judgments and that all mortgage liens being paid off through the transaction

In charge of assessing, breaking down, endorsing and guaranteeing troublesome, complex individual buyer home loan and HELOC asks for inside organization and industry rules

Helping Cross Border Mortgage Advisors with re-transactions of advances in light of loaning rules, serving as an expert/specialized asset on troublesome issues and inquiries

Giving, criticism and preparing to less Processing and Closing staff including coaching lower level operational staff using a credit card decisioning, division systems, and arrangements

Advance powerful correspondence with business accomplices to accomplish ideal criticism and enhance the estimation of the prescribed activities to the business directors

Give center and clarity in setting up individual objectives, driving execution administration, supporting profession improvement and remunerating solid execution

Broad home loan endorsing background in a manual guaranteeing environment

Careful comprehension of endorsing strategies and systems, including financial specialist rules and administrative overhauls

Astounding verbal and composed relational abilities and have a high level of scrupulousness

Solid interpersonal abilities to manufacture and keep up proficient associations with customers, clients, inward deals staff, referral accomplices, and colleagues

Master level information of individual government forms, business expense forms, and financials

DHI Mortgage 10/2015-04/2016

Regional Loan Processor

Reviewed file for correct stacking order, AU findings for initial determination and appropriate documentation

Reviewed Loan Officer's "needs list"

Re-reviewed documentation in file, input any changes into the computer systems and re-run for a correct AU Determination

Printed a "credit package"

Submited all files to a DHI Underwriter at your Regional Underwriting Center. The files will be distributed by the Underwriting Assistant at the Regional Center Location

Reviewed conditions when received from underwriting

Provided status of file to all parties

When all conditions are received, made any changes necessary to the computer system and resubmit to the AU system

Reconciled the Fee Summary Sheet

Quality Control Responsibilities

oRead updates and comply with all Quality Control policies

oAttended QC meetings as scheduled

oReviewed all files for DHI Mortgage required checklists

oResponded to all QC write-ups within 10 calendar days

General Processor Responsibilities

oReviewed Loan Processor reports daily, Project to Close, Timeline Exception

oLoans in Process Report should be reviewed on a weekly basis

oMaintained accurate communication log

oAttended weekly processor meetings as directed by Branch Manager

oAware of AU findings in each file, don't "over-document" the file

Self-Help Lending 07/2015-09/2015

Loss Mitigation Associate/Mortgage Business Analyst (Secondary Marketing)

Approved bids sent from the servicer to move properties to foreclosure status

Underwrote, approved, and decline modifications for borrowers who are facing foreclosure

Tracked performance trends and recommends process improvements

Headed responsibility for on-time reporting of loss mitigation projects to guarantors and investors

Headed responsibility for on time processing of received cash on loss mitigation cases

Enforced loan workouts, forbearance, stipulations, modifications as well as deed in lieu transactions adhering to investor guidelines

Supervised all Forbearance, changes and payment plans to ensure compliance to agreements

Responded to cost and fees request from customer through vendor program, phone or email

Provided direction and leadership to Risk Management team members

Developed and present reports to management as needed

Prepared weekly tracking report to assure all investor and insurer specifications and guidelines are attained

Provided complex technical support within a business unit in an IT organization

Provided technical support for issues and initiatives related to systems, tools and applications used by the business or functional area

Production support and maintenance of large-scale business applications

Troubleshoot network, hardware and software issues using general guidelines, templates or direction from others and coordinates resolution with users, vendors and internal service groups

Participated in and may coordinate user projects related to application and hardware installations and upgrades

Participated in developing test scripts and coordinates user acceptance testing of technology components

Developed and / or updates user documentation and procedures

Developed and conducts user/support team training

Experienced with Microsoft Team Foundation, SQL Server, and Visio

American Financial Network 02/2014-06/2015

(Acquired by Metropolitan Home Mortgage)

Underwriter/Operations Manager

In production as an underwriter and processor, and oversaw entire process

Reviewed and evaluated documentation on processes/procedures and templates according to agreed standards

Built and effectively manage internal client relationships and work effectively across all channels and groups

Collaborated through cross functional teams to accomplish established goals

Participated in a periodic end to end review of all manuals to ensure they are current, relevant, and consistent

Focused on delivering procedures on time and to client expectations

Customer service support for communication inquiries

Closed 15-20 loans monthly and funded $2-4 million dollars

Reviewed loan application to determine the completeness of all documents and verify the borrower’s qualification for specified loan product

Advised loan officer of any deficiencies or missing documentation

Worked with escrow to obtain all items necessary for disclosure (e.g. estimated HUD, preliminary title report, closing protection letter and wire instructions)

Maintained high level of customer service by being proactive in communicating with the borrowers and loan originators

Analyzed and verify employment profile, credit strength, property characteristics, and all other information pertinent to the credit decision process

Analyzed individual, joint, and business tax returns

Interacted with other individuals involved in the process to obtain information or seek clarification about documents

Lereta Tax Services, LLC 09/2015-02/2015

Mortgage Tax Analyst

Contacted tax agencies to obtain required information. Ensure that all tax agencies are accurately identified.

Verified that the borrower name, address and parcel number match

Obtained and document current tax amount status, delinquency and redemption information through coordination of agency visits, written and telephone correspondence with agencies

Assured that all assigned loans are completed within the contracted due date requirements

Assertively communicated status of assignments and any opportunities for improving the department’s performance to the appropriate lead person or manager

Obtained and record property tax data information gathered from tax agencies to input into contracted loan data base

Accurately entered agency tax data by inputting alphabetic and numeric information to applicable systems and formats

Verified entered agency tax data by reviewing, correcting, deleting, or reentering data, purging files to eliminate duplication of data

Maintained customer confidence and protect operations by keeping information confidential

Higher One 08/2013-08/2014

Customer Service Representative

Remote position

Responded to a high volume of inbound telephone calls and email requests from Higher One accountholders

Assisted customers with questions and issues regarding their accounts

Reviewed alerts generated from the AML monitoring system and analyzed questionable activity detected, as well as determined if an inquiry and/or investigation are warranted

Conducted in-depth research into customer accounts, properly documented findings to ascertain if activity is reasonable with the purpose of account

Thoroughly documented findings by preparing reports in a manner that is clear and comprehensible to BSA supervisors/managers, internal auditors and regulatory examiners

Reviewed and analyzed reports within the database and wire activity report

Analyzed account activity matches in an effort to detect unusual activity and conduct in-depth research and prepared SAR referral, if necessary

Exercised discretion in setting priorities, identifying accounts that require further investigation, and taking action to obtain the information required

Actively assisted in special projects that was both systems related or involve special investigations

Piedmont Community College 06/2011-05/2013

Mentor/Advisor/Instructor

Provided students with tutoring and teaching in English, Reading, and Writing

Assisted with providing a nurturing environment where the student felt connected to the college, empowered, and motivated to succeed

Tutored students in English and Writing; help them to organize their writing for different class assignments

Advised students on what colleges to attend and what classes to take and where to transfer

Wachovia Bank 12/2008-05/2011

Mortgage Loan Processor

Opened mortgage loan files when a request came in

Verified and validated initial information at the inception of the mortgage loan

Checked for accuracy after mortgage loan originator completed disclosure package

Collected statistical data and prepared monthly reports

Maintained ledgers on individual accounts

Verified mortgage loan documents including income, credit, appraisal, and title insurance ultimately preparing application for submission to underwriter

Ensured timely and accurate packaging of mortgage loans originated by loan officers

Responsible for ensuring that all mortgage loan documentation is complete, accurate, verified, and complies with company policy

Reviewed file documentation and made sure that all items needed are requested

Ordered and coordinated mortgage loan documents and perform any additional duties/activities assigned by management

Prepared HUD statements for the closing attorney; familiar with PITI (Principle, interest, taxes, and insurance)

Coordinated communications and closing responsibilities between loan officers, closers, customers and attorneys

Wachovia Bank 01/2006-12/2008

Credit Analyst

Executed risk assessments on high-risk customers and contracts as part of the team’s ongoing monitoring obligations

Communicated with Sales Division, Finance and other internal departments affected by customer credit risk assessment and reviews

Supported the Senior Credit Officer on intradepartmental procedures and processes relating to the management of risk

Provided support to the credit investigations staff in formulating strategy, process, and execution in credit risk investigations

Provided support to the credit risk monitoring staff in formulating strategy, process, and execution in credit risk monitoring

Wachovia Bank 05/2005-12/2005

Banking Internal Auditor

Developed appropriate audit programs in compliance with procedures

Provided value added recommendations and evaluated opportunities for improvement

Handled client operations and internal auditing methodologies

Performed varied operational and financial audits

Utilized appropriate testing tools in preparation and presentation of audit findings, recommendations and reports

Assisted in the business risk assessment process

Handled complete audit with minimal advice and direction

Provided a broad range of expertise and business solutions across multiple facilities

Handled audits of bank clients ranging from start-ups and mid-market firms to publicly-traded companies and institutions

Assisted in enhancing audit work programs

Planned and supervised the juniors with the audit work



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