Customer Service Quality Control
Resume:
Lina Williams
******@*****.***
OBJECTIVE
Obtain a challenging and rewarding position that will allow me to utilize my skills to help improve the
establishments’ financial statue.
SUMMARY OF QUALIFICATIONS
A detailed-oriented professional with significant experience in: driving production-performance and
enhancing teamwork. I have extensive financial banking experience in Accounting, Operations, Quality
and Underwriting. Key skills include:
Leadership
Communication with all levels and Organization
Analytical
Systems Knowledge (512/CORE Client, Credit Revue, Dashboard, EAGLE Web/IRIS,
IAM, LPS, Mobius, MSP/P309, Portal, PTS, SharePoint, Unifi, Web Query/LIV)
General Office Skills (Access, Excel, Outlook, PowerPoint, and Project)
EMPLOYMENT HISTORY
KFORCE- Underwriter II for USAA (July 2012- June 2013)
(First Mortgage and VA IRRRL’s) Coordinated and notified with mortgage processor and closer of
incomplete files to obtain appropriate information necessary to complete loan packages and ensure loan
requirements are met. Rendered loan decisions utilizing financial data provided with or without loan
decision applications while applying policy within delegated authority and exercise independent judgment
and discretion to build USAA loan portfolio and mitigate losses. Thoroughly reviewed mortgage
applications and files, issues conditions, supports loan decisions with strong underwriting analysis and
ensures the loans are underwritten in accordance with USAA and investor guidelines.
(Quality Execution Front-End Home Equity) I performed quality control audits. Completed the
database to provide feedback on any loan where coaching is needed. Reviewed loans and make initial
credit/final decisions on applications submitted through Worklist. I provided underwriting guidance and
support, as needed.
(Quality Execution Appraisals) I performed quality control audits. I reviewed appraisals submitted by
REV’s for certification. I collaborated in recreating the Appraisal Checklist. Maintained excellent
communication and rapport with all Appraisal managers and Staff Appraisers to ensure QE remains
current with any training, changes and/or updates. I generated the sampling reports from the CARS
Production Report. I performed Appraisal quality review using the LOS and MSR Work Portal. Report
findings of Appraisal quality review into the Loan Quality control Console. Prepare and send the UW
Quality Execution Audit Notice to Appraisal reviewer and Appraisal UW managers once an appraisal with
a finding has been identified. Assisted training on Appraisal reviews and participate in different projects
such as HMDA LAR Update to Gross Rental Income, Research for Repurchase Errors, DCR Audits.
(Trust Review) Ensured the trusts are reviewed within 48 business hours. Reviewed trusts types, products
and property types that are acceptable to use on loans closing in a Trust. Review specific powers by which
the trustee must be given by the trust to borrow money and encumber real property. Prepared trust
checklist and information sheet for vesting.
WELLS FARGO- Loan Servicing Specialist 5/Team Lead (Nov. 2010- Apr. 2012)
Led and provided work direction for 4 different teams consisting of 21 members. I updated Policies and
Procedures as well as performed weekly/monthly audits for the department. I followed up with BPA
(Business Process Analyst) on status of change controls and provided additional information as needed.
Implemented approved changes on departmental processes. Actively listened to change control board
calls, to see if any new impacts to the line of business occurred twice a week. I was r esponsible for
completing process analysis, identifying procedural and control deficiencies and recommending and
implementing solutions. Lead on implementation of PTS (Productivity Tracking System) gathering
information on all processes/tasks and conducting time studies.
(Accounting Team) Responsible for processing Wachovia/Wells Fargo Pick a Pay portfolio loans such as
REO’s, Re-boards, 3rd Parties, Charge-Offs, clearing Corporate Advance, creating/processing ADHOCS,
cutting checks as well as returning funds to attorneys/borrowers, also provides the reconciliation of 3 high
level general ledgers. Ensured the unit’s work is completed on or before departmental directives as well as
within requires quality guidelines by planning, coordination and monitoring daily team activities. I
provided performance feedback, ensure schedule adherence, train staff and represent the business unit at
meetings. Coach and develop senior specialists and staff. Implemented operational and documents
procedures, methods and work systems.
(Appraisal Team) I ordered/evaluated various appraisals and works as a liaison between Wells Fargo and
Residential Valuation Services (RVS) to ensure that appropriate products were ordered, billed and paid
correctly.
(Process Management) Accountable for ensuring quality internal/external customer service is provided.
Maintain quality by creating, reviewing and auditing policies, procedures and process. I created reporting
on findings for the quality control process. Prioritized, reviewed and distributed daily work to meet and
exceed deadlines and goals. Process 1099’s, review Attorney Documents, process incoming /outgoing
mail.
(Underwriter Team) I reviewed, analyzed, and underwrote complex individual consumer requests and
products within company and investor guidelines. Also review financial statements, credit reports, debt
ratios, loan-to-value; evaluating; examining transactions for accuracy and completeness; preparing formal
reports for review. Implemented fraud protection techniques, performing compliance reviews; assisting in
re-negotiation of loans based on lending guidelines; contacting customer and partners to gather
information to make appropriate decisions, explain rationale behind credit
decision.
WACHOVIA/WELLS FARGO- Loan Servicing Specialist 1 (Mar. 2008- Nov. 2010)
I serviced Wachovia/Wells Fargo Pick a Pay loans. Reconciled 3 high priority general ledgers (Payment
Clearing, AR/ Misc, and Appraisals) ensured that the GL’s are cleared timely. Audited and/or processed
appraisal invoices, hard book write-offs, REOs, Re-boards, 3 rd Parties and Redemption advices ensured
that all funds were received, loans paid in full and BK and Foreclosure workstations are closed properly.
Made sure funds were applied correctly on Reinstated loans, cleared credits/debits in Corporate Advance.
Cut checks and created ADHOCS, disbursement/cancellations. Researched outstanding transactions and
created general ledgers. Processed tasks and transactions requested from various departments.
BANK OF AMERICA- Sr. Lead Operations Representative (July 2004- Jan. 2008)
Ensured that my team successfully met and exceeded goals set forth by processing incoming/outgoing
wire transfers for the Military Bank Overseas Division, in a timely manner to achieve production
deadlines also verify all wires through OFAC list to protect against AML. Achieved successful recovery
by research and resolution of outstanding/pending transactions and create General Ledgers. I responded to
customer questions and concerns via email and telephone. Also, responsible for required training in wires
area including: new-hires, cross-training and procedural updates. Improve communication channels and
developed cross functional partnership with Customer Service and Recon departments. Performed
quarterly employee reviews.
BANK OF AMERICA- Lead Operations Representative (July 2000- July 2004)
Transactional balancing of customer and commercial deposits including Special Handling, ATM or Cash
Vault item requirements with the resolution of 40-47 customer discrepancies per hour. Verify transactions
through OFAC to protect against AML. Encoded checks and Ft. Sam GL items, input data for
customer/teller correction notices, research/adjust out of balance items, complete nightly closing reports,
also receive and scan all proof work from banking centers. Evaluated and documented operator errors for
the Green Belt Project.
BANK OF AMERICA- Proof Operator (May 2000- July 2000)
Encoded and proved customer deposits using the NCR 7677 machine. I maintained high standards for
both speed and quality.
EDUCATION
Highlands High School
San Antonio, TX
H.S Diploma, 1991
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