Customer Service Technical Support
Resume:
Objective: To obtain a position that will allow me to utilize my formal
academic training, my skills and my analytical abilities to contribute to
the growth of the corporation.
Professional Experience:
GRID FINANCIAL SERVICES, RALEIGH, NC September 2011-
July 2013
Compliance Specialist Team Lead
. Reported to VP of mortgage Operations overseeing wholesale residential
accounts
. Perform audits of SunTrust wholesale loans
. Ensure loan files were compliant with truth in lending and Real Estate
Settlement Procedures Act (RESPA)
. Develop and produce a mortgage portfolio for the Wholesale consumer
market.
. Analyze financial information including operating statements and net
worth statements to determine appropriate loan size & terms.
. Review various reports including appraisals, income documentation, and
reports to determine compliance with investor requirements.
. Evaluate mortgage loan requests in order to withdraw or deny
applications.
. Determine property values based on appraised market prices and the
borrower's credit worthiness.
. Administer mortgage and other secured loan products as per approved
amount levels and in accordance with lending policies.
. Investigate/review credit ratings with credit bureaus and reporting
agencies.
. Submit regular credit and loan consumption reports to management.
RBC Bank USA Raleigh, NC October-2010-July 2011
QA Mortgage Analyst
Perform accurate review of real estate loans using specific guidelines to
determine whether loans are underwritten in accordance with underwriting
guidelines
Assist with and provide oversight of compliance audits
Ensure loan compliance with state, federal and other related regulations
and legislation
Document reviews & discrepancies and make recommendations for corrective
action
Assemble all necessary information, work papers, and required loan
documents
Analyze and interpret regulatory change
Perform risk analysis and rate deficiencies found in review process
Performs other related duties as assigned or required
Set-up loan files for monthly audit and imaging projects.
Gathered required information to begin re-verification process to complete
audit report for mortgage ops dept.
Wells Fargo Raleigh, NC Feb 2008-Sept 2010
Mortgage Default Underwriter
. Resolve an inventory of loss mitigation packages based on
departmental policies and
procedures that result in the least loss to the bank.
. Support the analysis, underwriting and recommendation of various
client requests, including but not limited to modifications,
forbearances, extensions, short sales and deed-in-lieu (DIL) of
foreclosures.
. Confirm workout options are in the best interest of all stakeholders
including investors, insurers and regulators by completing a Net
Present Value (NPV) of workout option. ?
. Request additional information and/or documentation from the clients
when required. ?
. Negotiate any deficiency balance from short sales or DIL with client.
?
. Coordinate the foreclosure stop/hold on any client requesting review
that is in a foreclosure stage. ?
. Attend required mediations with foreclosure attorneys when applicable.
. Ensure verbal and written communication with clients is timely, clear
and accurate. ?
. Update Mortgage internal system to record all loss mitigation
activities.
BOWE BELL & HOWELL Durham, NC April 2007-Jan 2008
CUSTOMER SUPPORT REP
. Responsible for providing global technical support to Internal
employees.
. Responded to escalated calls from field representatives and customers
. Provided resolution feedback to management via data reports
. Provided inventory support and service calls.
. Utilized SAP software for ordering electronic parts and customer sale
request
. Document, track, resolve, and report on incidents and work orders
using ticketing system.
. Responsible for Modifying user accounts via Active Directory, Generic
and user Password resets and Administrative Right functions.
COUNTRYWIDE HOME MORTGAGE, Raleigh, NC Feb 2002-April
2007
Technical Support Representative
. Responsible for providing global technical support to Internal
employees.
. Responsible for providing technical support and resolutions in a 24X7
operations center for customers worldwide.
. Troubleshoot research, diagnose, document, and resolve technical
issues surrounding Windows 2000, Windows XP, MS Office applications,
email, VPN other special applications, Internet connections, and
hardware/peripheral equipment via telephone
. Document, track, resolve, and report on incidents and work
orders using ticketing system.
. Responsible for Modifying user accounts via Active Directory, Generic
and user Password resets and Administrative Right functions.
. Responsible for escalating incidents, and providing direct support to
customers located throughout the world.
. Responsible for assigning incidents to next level departments and
teams when a solution could not be resolved on a first call
resolution.
. Perform remote desktop installs, maintain and troubleshoot network VPN
password issues, user system and application issues.
Education
Business Administration Degree: Wake Technical Community College
Core Professional Strengths
. Excellent organizational skills
. Strong technical problem solving skills
. Excellent interpersonal, oral, and written communication skills.
. Ability to adapt to rapidly changing technologies
. Strong agile project management experience.
. Customer Service oriented with a great personality
. Excellent Communication skills and a team player
. Ability to work in a fast paced environment and multi-task.
. Strong working knowledge of credit, underwriting, credit policies
. Knowledge of Document Underwriting techniques and Loan Processing
Process
. Strong risk analysis, and analytical skills
. Expertise in examining loan documentation for accuracy and
completeness
. Very familiar with fraud detection techniques?
. Excellent Microsoft Office Suite skills
. Proficient in Windows Operating System 2000, XP, 7
. Internet web browsers Windows Explorer, Safari web
. Active Directory
References available upon request
Contact this candidate