Customer Service Quality Control

W illiam N. Shunia

**** ********* ****** ******** ***., MI 48390 248-***-**** *******@*****.***

Targeting Entry-Level IT Positions

Upcoming IT professional offering a strong academic background in IT

Quickly learn and master new technology; equally successful in both team and self-directed settings;

and proficient in a range of computer systems, languages, tools and testing methodologies.

Education

April 2012 – present New Horizons Computer Learning Center Livonia, MI

Actively pursuing CompTIA Security+ Certification, anticipated completion Spring 2013

CompTIA A+ Certification: Foundation of computer hardware and software, troubleshooting of known hardware

and software issues

CompTIA Network+ Certification: Foundation, application of Networking, TCP/IP, Router protocols, use of

common network ports, foundation and installation of network cabling, basic network security knowledge

July 1997 – June 2000 Wayne State University Detroit, MI

Finance Curriculum

Technology Summary

Certifications: CompTIA A+, CompTIA Network+

Software: MS Office, MS Outlook, Lotus Notes

Experience

July 2012 – Present Aerotek/Flagstar Bank 5151 Corporate Drive Troy, MI 48098

Post Closing Suspense Analyst

Processed and completed loans in post-close and pre-fund statuses from post-closing and correspondent

suspense workflow queues, statused and noted loans appropriately in Mortrac

Reviewed loan documents in Integrated Document Management program for accuracy and completeness

based on post-closing checklists

Created People-Soft cases to Management, Underwriting, Flood Review, HUD Review, and Indexing for

additional loan review as needed

September 2010 – April 2012 Citibank 6300 Interfirst Drive Ann Arbor, MI 48108

Escrow Management Specialist

Processed EMS Checklist based on hazard insurance and tax escrows being waived or not and whether

loan is a Citi to Citi refinance

Reviewed property insurance, title commitment, and local tax documents for accuracy and completeness

Setup and entered escrow information such as hazard and flood insurance expiration dates, premiums,

account number, dwelling coverage amount, private mortgage insurance, and local tax information

Completed loans in workflow queue by sending to closing department to proceed with closing the loan

Assisted senior closing manager with generating daily loan volume reports, loan status by channel reports,

cash to close reports, and sending daily volume and loan status by channel reports to various closing and

processing managers in Ann Arbor, MI; Las Vegas, NV; O’Fallon, MO; Charlotte, NC

February 2009–September 2010 Randstad/Citimortgage 6300 Interfirst Drive Ann Arbor, MI 48108

Copy Package Specialist

Physically and Electronically printed assigned copy package files within Quality Control database

Electronically compiled required investor documents in Adobe .pdf format per investor guidelines

Organized printed files per Citi stacking order in preparatio n for shipment to various investors

Updated database with package status and noted whether all documents required exist in the copy

package or are missing, as well as availability of the physical copy of the loan file

Shipped copy packages to various investors and updated files with UPS tracking numbers in database

August 2008–December 2008 ZeroChaos/EDS 585 South Blvd. Pontiac, MI 48341

Data Analyst

Extracted various financial data from invoices, purchase orders, vouchers, and journal entries from

corporate and vendor applications

Reconciled financial data to asset information being provided to the client

Packaged data extracted from corporate and vendor systems for delivery to the client

February 2008–June 2008 Randstad/Citimortgage 100 Galleria Officentre, Suite 300. Southfield, MI 48034

Loan Processor / Assistant Mortgage Loan Coordinator

Communicated and followed up with borrowers regarding loan status in addition to obtaining various

documentation necessary to close loan. Communication with borrowers’ employers for verification

purposes.

Communicated with closing attorneys, condominium and co-op managements to schedule closings and to

obtain documentation needed for condominium and co-op approval. Also communicated with various

appraisal companies to check status of submitted appraisals.

Ran and maintained welcome call, approval call, weekly status, and individual pipeline reports daily

Prepared and passed loans ready to close to loan closer for closing and funding.

August 2007 – January 2008 Verizon Wireless 26935 Northwestern Hwy. Southfield, MI 48033

Customer Service Representative

Intake of multiple inbound calls from customer service queue

Answered various customer issues, questions and /or concerns regarding the cellular account in question

Ensured customer questions, concerns and/or issues have been resolved on the first call

Home 1st Mortgage

June 2007 – August 2007 33966 West 8 Mile Farmington Hills, MI 48335

Loan Processor

Set-up and compiled various documentation from borrower including paystubs, bank statements, and

identification cards for submission to various lenders

Contacted title, appraisal, borrowers place of employment and financial institution to obtain title

documents, appraisals, and to verify borrowers’ employment and banking statuses

Prepared file for shipment to lenders’ closing department

April 2003 – December 2006 Flagstar Bank 5151 Corporate Drive Troy, MI 48098

April 2005 – December 2006 4506 Consultant/Problem Resolutions

Processed and analyzed IRS form 1040 Transcripts submitted from IRS vendors to determine if transcripts

for loans were acceptable or needed further review by management, auditing, and underwriter as needed .

Submitted 4506-T authorization forms to IRS vendors. Communicated with IRS vendors, underwriters,

customer support, and Account Executives regarding the status of a submitted 4506 -T authorization form.

Generated and maintained daily 4506 report and error log based on number of loans in workflow and loans

from a specified timeframe. Inputted errors on 4506 underwriter error log based on improper completion by

underwriter.

Processed and emailed Quality Control audits to underwriters and underwriting managers for review by

underwriter to verify if the existing issue(s) were the underwriter’s error.

April 2003 – April 2005 Indexer/Data Entry

Electronically Labeled documents in batch queue and processed to underwriting

Ran credit via Loan Prospector, Desktop Underwriter and AUS sweeps via Desktop Originator

Contacted brokers to inform on incomplete submissions, unreleased AUS findings, and to refax documents

such as Application, Transmittal Summary, GFE, TIL and Borrowers’ Authorization needed to send loan to

underwriting.

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