Customer Service Quality Control
Resume:
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Sylvia Litana Robertson
Germantown, MD 20874
USA.
Summary:
• 13 years of experience working with Mortgage Industry.
• 10+ years of experience working as a Mortgage Underwriter.
• 9+ years of Manual Underwriting experience.
• Underwriting closed loans -of 1-4 family residential mortgage loans.
• Manual underwriting of existing Mortgages as well as imaged files.
• Communicated underwriting decisions: approvals, suspensions.
• Knowledgeable with the most complex underwriting guidelines set by agencies: FHML and FNMA and familiar with the automated underwriting engines
• Communicate as required with head of loan underwriting, to advise of any underwriting problems, and recommend corrective action to loan production personnel, in case of non-compliance.
• Underwriting procedures, such as: creditor financial analysis techniques, investor requirements, full appraisal review and pay attention to detail on documentation.
• Review foreclosed loans, (Judicial and non-Judicial) as well as about to be Foreclosed loans.
• Capable of cultivating employee relationships while providing high level of customer service, and able to make decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure.
• Conducts credit investigations and analyzes credit information pertaining to loans, Re- UW Subprime loans.
• Assist with training and development of new associates; review of lender guidelines associated with loan programs (i.e. Countrywide, National City, Wells Fargo, Fannie Mae, etc.).
Education and Training:
• Bankers Edge Training- American Partners Bank - 2007.
• Government Contracts Management Training 11/99 UNISYS/DOD
• Interaction Management Program (DDI) 9/95 Holiday Inn/BF Saul Hotel Division
• People Management: Certified 9/95. Holiday Inn/BF Saul Hotel Division
• Patrice Lumumba University- Moscow (Business Administration) –1980
Evelyn Hone College- Zambia- Business/Office Management' 1984 Certificate
HILLTOP ADVISORS/PROMONTORY 08/15/2011-10/28/2012
SUPERVISOR/TRAINER (CONTRACTOR) FC LOOK BACK/HAMP REVIEW.
Responsible for Supervising/Training and reviewing Primary reviewer reviews for the following:
• Review foreclosed loans, (Judicial and non-Judicial) as well as about to be Foreclosed Loans, Customer Complaints current and Historical, as well as evaluate whether or not they were processed in accordance with HAMP, Modification, Bankruptcy or other applicable program guidelines and requirements. Reviews done under OCC guidance/recommendations.
• Review and compiles fully documented loan histories, imaged documents and information available from all sources to collectively determine if it validates the information used to make the foreclosure decision. Review defaulted mortgage loans in connection with that which client has submitted for modification pursuant to Home Affordable Modification Program (“HAMP”). Determine whether each mortgage loan was properly determined to be eligible or ineligible for HAMP modification. Determine whether each modification review was undertaken in a proper manner.
• Complete Claim Review and perform Harm Evaluation according to Promontory/OCC definitions, Determine if Borrower/customer has a valid claim, Determine if there was a financial injury, If there was injury to borrower determine the amount, Perform final determination of Harm. Submit a recommendation/resolution to the Board on findings and decision of outcome of solicited client complaint. Review Junior Reviewers findings of solicited complaints and determine if findings are in accordance with OCC guidelines
Capital One 8/2010-12/2010
Senior Lead Underwriter
• Underwriting of 1-4 family residential mortgage loans including re-buttals for repurchases from Freddie Mac and Fannie, BOA etc.
• Manual underwrite of existing Mortgages as well as imaged files.
• Communicated underwriting decisions: approvals, suspensions.
• Responsible for Fraud Investigation, and full appraisal review.
• Underwriting procedures, such as: creditor financial analysis techniques, investor requirements and pay attention to detail on documentation.
• Conducts credit investigations and analyzes credit information pertaining to loans.
• Assist with training and development of new associates; review of lender guidelines associated with loan programs (i.e. Countrywide, National City, Wells Fargo, Fannie Mae, etc.).
Freddie Mac 2/2010-7/2010
Senior Underwriter
Underwriting, Repurchase Letters, Due Diligence using imaged files.
• Underwriting of 1-4 family residential mortgage loans including full documentation and reduced documentation programs.
• Manual (some) underwrite of existing Mortgages.
• Communicated underwriting decisions after investigations were complete
• Responsible for Fraud Investigation.
• Reviewed full appraisals for data integrity and collateral support.
• Wrote repurchase letters when deficiencies were found in loan file(s)
• Conducts credit investigations and analyzed credit information pertaining to loans.
• Investigated all available sources of credit and financial information, including reporting services, credit bureaus, other companies, main office files and branches
• MI and rescission expirations or deficiencies (insufficient).
• Proprietary software data base system. (AUS) Quantum
E-Trade/Aerotek /Hanover/MDMC/Wells Fargo 4/2004-11/2008
Loss Mitigation
Senior Underwriter
• Analyzed financial documentation to determine most effective Loss Mitigation alternative. - Identify and submit qualifying Loss Mitigation cases to appropriate Investor/Insurer. - Identify and refer Fraudulent and/or Suspicious accounts to the Quality Assurance Department.
• Ability to work off of scanned/imaged files as well as hard copies.
• Reviewing credit bureau reports, financial statements, and income verification decision-making abilities to determine the best course of action relative to loss mitigation activities on defaulted, high LTV 1st and/or 2nd mortgage loans Analysis of available information and events for decision-making purposes on potentially large company loss events ranging from $10,000 to $250,000 (includes discussions of certain situations with Loss Mitigation Manager) with focus on fiduciary obligation to protect the insured.
Lead Underwriter QC 8/2000-7/2004
Hanover Capital
• Fraud review, processing and training new hires as well as Manual underwriting of residential loans.
• Underwriting of 1-4 family residential mortgage loans including full documentation and reduced documentation programs. .
• Knowledgeable with the most complex underwriting guidelines set by agencies: FHMLA and FNMA. Capable of accomplishing quality and quantity of work expected within set limits of cost and time.
• Flexibility to handle multiple, concurrent assignments, as well as the ability to deal effectively with staff at all levels, including executive management.
• Capable of cultivating employee relationships while providing high level of customer service, and able to make decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure.
• Conducts credit investigations and analyzes credit information pertaining to loans.
• Investigates all available sources of credit and financial information, including reporting services, credit bureaus, other companies, main office files and branches.
• Analyzes financial statements and related material.
• Assist with training and development of new associates; review of lender guidelines associated with loan programs (i.e. Countrywide, National City, Wells Fargo, Fannie Mae, etc.).
• Communicate as required with head of loan underwriting, to advise of any underwriting problems, and recommend corrective action to loan production personnel, in case of non-compliance. Underwriting procedures, such as: creditor financial analysis techniques, investor requirements and pay attention to detail on documentation.
Due Diligence: 8/2000
• Audit loans for accuracy and compliance for SBA and FHA.
• Analyze loan documents to abstract data for bidder/ investor consideration.
• Perform quality control review on completed files.
• Provide due diligence support to the Small Business Administration for Asset Sale.
• Analyze loan documents to abstract data for bidder/ investor consideration.
• Perform quality control review on all completed files.
• Both Automated and Manual Underwriting
Unisys/DoD Conus Freight Transpiration: 8/1997-8/2000
Help Desk Manager
• Supervised and trained a staff of ten on a daily basis, managed an Inbound/Outbound DOD Transportation IT Customer Service Help Desk, were customers/clients would call in for assistance with any IT issues that they encountered with the transpiration software.
• Implemented Policies and Procedures as to how problems were handled and documented.
• Maintained a relational database that logged in all calls to the help desk center as well as resolutions or pending decisions to problems.
• PC anywhere was utilized if a problem was not solved over the phone through IT dept.
• Would link with the customers PC and correct or control corrections from the helpdesk.
• On occasion would visit customer sites to either train or assist in correcting problem.
• Supervised the day-to-day operations of the help desk. Identified, researched, and resolved complex technical problems.
• Created and managed escalated procedures and ensured service levels and customer satisfaction were maintained. Documented, tracked, and monitored problems to ensure resolution in a timely manner.
• Had set monthly goals for staff as well as myself.
• Performed a variety of tasks as requested by upper Management
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