Quality Assurance Customer Service

Mariana O. Mendez

*** ***** *****, ****, ** *****

Phone: 773-***-****

Email: ********@*******.***

OBJECTIVE:

To obtain a position in an organization that allows me to maximize my

office skills with opportunity for advancement and personal growth.

EXPERIENCE:

MB SR Processor; May 2012 - Present

JP Morgan Chase, Downers Grove, IL

. Review documents and forms with accuracy and attention to detail prior

to submitting to underwriting.

. Work closely with sales and underwriting to ensure a timely and

accurate experience for our clients.

. Review loan approvals and address all conditions required for

underwriting and closing.

. Communicate with customers to ensure understanding of any additional

information requested.

. Prepare and submit timely and accurate loan files to the closing

department.

. Manage a pipeline of about 40 - 60 loans, ensuring key dates and

benchmarks are met as well as productions standards.

. Schedule and track closing dates, contingency dates and loan lock

expirations.

HL Call Quality Monitor II; September 2008 - May 2012

JP Morgan Chase, Downers Grove, IL

. Listen and evaluate calls for quality assurance purposes.

. Provide coaching and feed back to the Mortgage consultants.

. Assure that the Mortgage Consultants are within Chase bank guidelines.

. Assure that the Mortgage Consultants are with in Compliance

guidelines.

. Assist with Daily and Monthly reports.

. Assist in adding and removing individuals from our recording system

eViewer.

. Add new hires into COTS for scoring.

. Train and prepare new hires in the call monitoring department.

Business Ops Analyst - Call Monitoring; August 2005 - September 2008

Washington Mutual Bank, Downers Grove, IL

. Record Calls for quality assurance purposes.

. Provide coaching and feed back to the Loan Consultants.

. Assure that the Loan Consultants are within WAMU guidelines and

compliance.

. Train and prepare new hires in the call monitoring department.

Loan Coordinator - File Management (Pre-Underwriting); April 2004 - August

2005

Washington Mutual Bank, Lombard, IL

. Develop and maintain knowledge of the banks automated systems for

loans.

. Develop and maintain knowledge of the banks policy and regulatory

requirements and standards for loans.

. Maintain production according to established standards. Workloads

will vary upon expertise from 40-70 loan files in the pipeline.

. Develop and maintain contacts with outside agencies.

. Promote and provide excellent customer service with internal and

external customers.

. Obtain, prepare, and analyze all loan information and documents.

Accurately document the file within compliance.

Loan Review Coordinator- Funder; October 2002 - April 2004

Washington Mutual Bank, Downers Grove, IL

. Perform Pre-Purchase audit for Table Funding, conventional loans, FHA

and VA loans

. Perform audit on Post Closed files for Table Funding, Conventional

loans, FHA and VA loans

. Funded Loans that were approved for purchase and refinance

. Advised lenders of any issues prior to the purchase of loan

. Performed Pre-Purchase audit for Correspondent loans.

SKILLS:

- Switchboard

. Fluent in Spanish both reading and writing

. Microsoft word, Excel, Windows 98, PowerPoint and above

. Type 55-60 wpm

. COTS system

. Loan Builder

. eViewer

*References available upon request

Contact this candidate