Customer Service Quality Control

Valarie P. Paul

**** ********* ***** ********, ** 29205

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

Phone: 843-***-****

Qualifications Summary

Results producing management professional with experience in mortgage loans

underwriting, default loans negotiations, customer service, loss mitigation

and loans processing. Expertise in resolving escalated customer service

issues. Ability to multi-task, have excellent time management skills and a

demonstrated ability to gain customer trust through providing exceptional

customer service and follow-up to customers, internal and external partners

alike.

Professional Experience

Wells Fargo Home Mortgage- Charlotte, NC

Home Loan Underwriter III

December 2012-Present

> Providing work direction, feedback and training to underwriting staff

including mentoring lower level underwriters/processors on credit

decisions.

> Renegotiate loans based on lending guidelines, serving as a

consultant/technical resource of difficult problems and questions;

handling escalated loan files/calls

> Assist the loan processors, loan officers and home mortgage

consultants with the moving of the loans through the approval process

> Review more complex refinance transactions and act as a liaison and

subject matter expert between the home loan processors and home loan

underwriter with 1 and 3c underwriting authority

> Responsible for requesting documents through the conditioning,

approving and suspension of refinance transactions

> Advanced income analysis which includes experienced in reviewing self

employment, corporate and partnership tax returns; advanced asset

analysis and experience working will all types of financial documents

dealing with extensive experience with layering risk and evaluation.

> Established a working relationship with perspective homeowners, loan

processors, loan officers and home mortgage consultants in order to

obtain required documentation and resolve any questions or concerns

via phone, email and written correspondence

> Obtained 3C lending authority for conventional conforming, FHLMC, and

FNMA loans.

> Training towards 4C authority with a concentration of manual

underwriting.

TD Bank (Adecco)-Columbia, SC

Income Verification Underwriter

August 2012-December 2012

> Front end underwriting responsible for reviewing analyzing, approving,

and underwriting large unusual or complex individual consumer requests

and products within company and industry guidelines.

> Review financial statements, credit report, and asset documentation

ensuring acceptable ratios, and examining transactions to ensure

accuracy and completeness.

> Managed a portfolio of non confirming loans for several different

products and programs; home lending, personal consumer loans, home

equity and automobiles financing.

> Established a working relationship with home owners and authorized

third parties in order to obtain required documentation and resolve

any questions or concerns via phone, email and written correspondence

> Calculated wage earner income, self employment, corporation, and

partnership income manually. Made decisions, explaining rational

behind all approvals and denials in reference to debt to income ratios

and loan to value percentage.

> Assisted the process support and customer relationship managers with

the moving of the loans through the pipelines

JP Morgan Chase- Florence, SC

Underwriter/Quality Control

May2011-August 2012

> Managed assigned portfolio of conventional, GSE, and non-contractual

residential loans from home owners requesting modification assistance

> Reviewed appraisals verifying values and ensuring that there is no

catastrophic damage listed in the interior or exterior of the property

that would impact the property value.

> Graded underwriters on calculations when determining affordability and

eligibility for HAMP, CHAMP, and regular lines of business

modifications. Managed jumbo loans ranging from 749k upwards ensuring

accuracy before approving and generating documents on a trial

modification.

> Monitored loan modifications being processed by MHA, GSE and State

Mediation Workout Specialists in order to provide appropriate status

to home owners and authorized third parties

> Established a working relationship with home owners and authorized

third parties in order to obtain required documentation and resolve

any questions or concerns via phone, email and written correspondence

> Examined loan documentations for accuracy and completeness for the

verification of income process

> Wrote compliance approved letters on behalf of the financial

institution updating the borrower with loan status during the

underwriting process.

> Reviewed loan packages for completeness and accuracy.Identifying

underwriting data discrepancies.

Titlemax- Florence, SC

Finance Manager/Default Specialist

September 2008- May 2011

> Underwriting first and second auto loans from the front end

perspective. Completed all financial analysis, including calculating

self employment income.

> Completed all appraisal reviews ensuring the loan value is within

tolerance of the loan amount.

> Monitored collections, making contact with borrowers regarding first

payment defaults. Maintaining a strong borrower relationship resulting

in a low charge off and repossession percentage.

> Responsible for processing, underwriting, approving, and closing all

loan applications.

> Examined loan documentations for accuracy and completeness for the

verification of income process

> Created an automated monthly title audit. Reviewed each title monthly

making sure the company obtained a valid legal lien in a timely

manner.

> Scheduled marketing strategies, keeping the branch on target with the

company's growth standards.

Education and Training

Bachelors - Arts and History Francis Marion University

August 2003-May 2007

Associates- Arts Florence Darling Technical College

August 2001-May 2003

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