Customer Service Quality
Resume:
F. Michael Owens
http://www.AtlantaCareerPath.com/FidelOwens
Email: *************@*****.***
Experience:
PHH Mortgage-Merrill Lynch
Jacksonville, FL
Credit Risk /Operations Supervisor
June 2010- Current
Managed at high volume up to 35 underwriters, processor's, and contractors
Manages a team of Underwriters; provides leadership, direction, coaching and development
to the team in all technical, operational and performance aspects.
Stay current on all FNMA, FHLMC, FHA and VA guidelines and regulatory issues.
Promotes high-quality performance by developing and clearly outlining expectations for
each team player.
Ensure service quality, production and turnaround standards are achieved.
Manages workflow, procedures and ensure that Underwriting teams have the appropriate
training and education.
Review loan submissions, cancellations, underwriting decisions and process flow in order
to improve the department efficiency, productivity, and customer service turnaround time.
LPS Capital Markets - Lender Processing Services
Atlanta, GA
Contract -Forensic Underwriter
Jan 2010 - June 2010
Expert knowledge of FNMA policies, procedures, guidelines, and risk assessment tools used
to decision mortgage loans
Experienced User of QAS Underwriting System, Significant Finding disbursal utilizing CRT
Exporting.
Identifies Significant Findings and issues applicable letters with Boiler Plate
proficiency.
Performs a post-close forensic analysis of loan files for completeness and accuracy,
analyzing credit documents,
mortgage applications, credit history, income documents, title documents, appraisals and
all applicable documents.
Ability to multi-task between various analytical projects.
High producer with attention to quality.
In-depth knowledge and understanding of transaction components that indicate a potential
for fraud.
Extensive experience in FNMA manual underwriting practices and policies as well as DU, &
LP.
Exceptional oral and written communication skills while supporting decisions of
supervisors and colleagues when
sharing best practices.
Positive Mental Attitude, professional demeanor and commitment to achieving superior
results.
Extensive experience in Forensic Underwriting, put-back/buy back review or Quality
Control.
RR DONNELLEY, INC. - REAL ESTATE DIVISION
ATLANTA, GA
Contract- Forensic Auditor
July 2009 - Jan 2010
Expert knowledge of FNMA policies, procedures, guidelines, and risk assessment tools
used to decision mortgage loans
Experienced User of QAS Underwriting System, Significant Finding disbursal utilizing CRT
Exporting.
Identifies Significant Findings and issues applicable letters with Boiler Plate
proficiency.
Performs a post-close forensic analysis of loan files for completeness and accuracy,
analyzing credit documents,
mortgage applications, credit history, income documents, title documents, appraisals and
all applicable documents.
Ability to multi-task between various analytical projects.
High producer with attention to quality.
In-depth knowledge and understanding of transaction components that indicate a potential
for fraud.
Extensive experience in FNMA manual underwriting practices and policies as well as DU, &
LP.
Exceptional oral and written communication skills while supporting decisions of
supervisors and colleagues when
sharing best practices.
Positive Mental Attitude, professional demeanor and commitment to achieving superior
results.
Extensive experience in Forensic Underwriting, put-back/buy back review or Quality
Control.
Definity Partners, Inc. - Management Consulting Firm
Atlanta, GA
V.P. New Business Development- Southeast Region
February 2009- July 2009
Spearheaded expansion into Atlanta market for new business development for project
managers in 120 days.
Identifies prospects through research and development activities along with cold calling
activities.
Attends weekly network events through various chamber organizations and industry
associations.
Schedules and conducts Initial Appointments with prospect companies ranging from $5M -
$2B in revenue.
Communicates directly with C-Level Execs during prospecting and client engagement
process.
Coordinates seminars and events, through planning, driving attendance, and facilitation
of venue details
Manages multi media campaign marketing and strategic planning for speaking engagements
Responsible for Sales Cycle development and prospecting planet for market penetration
Lexxis Financial Group, Inc. - Correspondent Lender
West Palm Beach, Fl
March 2001 - February 2009
Senior Underwriter 2001-2005
V.P. New Business Development 2005-2009
Responsible for reviewing, analyzing, approving and underwriting large, unusual or
complex individual consumer requests and products within company and industry
guidelines.
Charged with reviewing financial statements, credit reports, and applicable ratios (i.e.
Debt ratios, loan-to-value).
Responsible for evaluating; examining transactions to ensure accuracy and completeness;
preparing formal reports.
Responsible for ensuring that documents were consistent and upheld to company and
industry guidelines.
Accountable for implementing fraud detection techniques and performing compliance
reviews.
Responsible for assisting with re-negotiations of loans based on lending guidelines.
Required to contact customers and partners to gather information to make appropriate
decisions, explain rationale behind credit decision.
Provided work direction and/or training to lower level team members and provided
performance feedback to supervisor/managers.
Knowledgeable of FHA, VA, FNMA and FHLMC guidelines and standards.
Sign off Authority to $1M for conforming, and non conforming guidelines.
Performed risk analysis and made decisions regarding deficiencies identified during the
review process. Identified transaction components that indicate a potential for fraud
and performed sufficient investigative work to resolve issues that were identified.
SKillS & Qualifications
Possess over 15 years experience in residential loan origination, processing &
underwriting, residential and consumer lending products
Advanced verbal and written & detail oriented communication skills.
Able to use independent judgment and discretion, and works well independently and in a
team environment
Excellent in creating relationships for strategic development of new business and
interdepartmental communications.
Proficient knowledge of: Microsoft Word, Excel, PowerPoint, Outlook, Calyx Point, &
Encompass, Goldmine Database.
Automated and Digital Underwriting; Novell Networks,
Fraud detection software such as Mindro Systems, and Lexus Nexus.
Proficient in FNMA QAS Systems
EDUCATION
BS-Phoenix University-Currently Enrolled-Graduate in 3/2012
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