Customer Service Sales

DEBORAH J. VOELKEL-GREENE

*** ****** ***** ? Fort Mill, South Carolina 29708

803-***-**** ? ********@*******.***

EXPERIENCED MANAGER, UNDERWRITER AND AUDITOR

Senior Mortgage Underwriter with broad experience in manual underwriting,

LP,DU and numerous other AUS systems. Extensive operations management and

profitability improvement experience through hands on proactive management

and use of reports. Skilled at relationship management and meeting tight

deadlines and turnaround times. Rebuttal Auditor with an excellent grasp of

FHLMC, FNMA, FHA, and VA investor guidelines. Versatile, high-energy

mortgage lending professional with many years experience leading

organizations through change management to profitable growth. Top performer

driven to consistently meet and exceed sales goals and customer

expectations. Proven self-starter with regard to strategic business

development, utilizing broad contact base combined with dynamic networking

skills. Hands-on leader with established ability to lead projects and

initiatives that drive performance. Skilled in negotiating partnerships,

alliances, and other business transactions. Exhibits exceptional leadership

identifying and synthesizing information to provide value added analysis to

clients and senior leadership.

Lending Management ? Risk Management ? Underwriting ? Systems Design &

Implementation ? Customer Service ? Referral Networks ? Budget Planning ?

Underwriting ? Policy & Procedure Development ? Strategic Planning ? HR

Management ? Sales/Marketing ? Technology ? Operations Management ?

Mortgage Lending ? Trend Analysis ? P&L Management ? Staff Leadership ?

Productivity & Performance Improvement ? Product Development & Delivery ?

Project Management ? Training & Coaching ? Risk Management ?

Organization/Communication ? Audits ? Expense Control

PROFESSIONAL EXPERIENCE

Zenta, Charlotte, North Carolina ? January 2011 - March 2011

Zenta's Residential Services Group provides processing, servicing and

operational support for a variety of residential real estate services.

Underwriter

Conventional mortgage loan underwriter ensuring compliance with appropriate

company and secondary market investor guidelines, state and federal

regulation compliance, as well as maximizing organizational profit to

minimize risk.

Wells Fargo Home Mortgage, Charlotte, North Carolina ? January 2008 -

December 2010

Wells Fargo & Company is a diversified financial services company providing

banking, insurance, investments, mortgage, and consumer and commercial

finance.

Delegation of Authority Analyst/Underwriter 4 (June 2009 - December 2010)

Second level reviewed files for new or lesser level underwriters to

determine their ability to receive or advance their underwriting authority.

Manually underwrote conventional (including HARP, Renovation loans, High

Balance, Non-conforming, and CEMA) FHA, USDA, FHA Bond loans and other

products as assigned. Reviewed income calculations, extensive review of tax

returns (1040s, 1120s, 1065s and k1s) to determine adequacy of income,

performed cash flow analysis and rental income calculations. Ensured

compliance with investor, state and federal

guidelines. Corrected errors in the lending system, re-ran AUS as required,

and issued approval, decline or suspense of loan. Analyzed underwriter

performance and entered conclusions/critique into Regional Underwriting

Authority database. Issued pass or no-pass conclusions of test case to

candidate and their manager. Provided critique to candidates while

mentoring and coaching on required improvements, as necessary. Performed

analysis on 7 to 8 test cases per day.

Achievements:

. Invited to participate in the company development and training

of the HAMP program in Tempe, Arizona.

. Maintained 3.14% quality rate by examining all required

guidelines and company and investor guidelines.

DEBORAH J. VOELKEL-GREENE

? Page 2 ? ********@*******.***

. Acted as Subject Matter Expert on FHA lending guidelines.

. Trained and mentored other team members on FHA underwriting to ensure

their ability to obtain FHA lending authority.

. Passed 100% of quality audits and never had a repurchase request.

Quality Control Auditor (February 2009 - June 2009)

Measured, controlled and monitored operational risk and quality of service

through monthly inspections or call monitoring. Limited exposure due to

risk resulting from human error, transaction, fraud and processing and

communications with customers. Leveraged expert knowledge of company

policies and procedures, FHLMC, FNMA, FHA/VA investor guidelines, and state

and federal compliance. Provided proactive suggestions on how to improve

the team's execution against its operational objectives, Analyzed reports

outlining monthly scores and top issues by area and worked with training to

improve awareness within the organization to promote a quality-driven

culture.

Achievements:

. Consistently reviewed loans faster and more effectively than

other team members by effective use of time management skills and

meeting tight deadlines.

Mortgage Loan Counselor (January 2008 - February 2009)

Accountable for the sales and marketing of Wachovia Bank Mortgage Loan

products within bank policies and procedures. Maintained a complete and

thorough knowledge of Wachovia Bank's mortgage Strategies, Policies and

Procedures, as well as secondary market investor's guidelines utilized by

the bank. Adhered to and comply fully with any and all of Wachovia Bank's

policies and procedures related to internal and external rules and

regulations, particularly those established by State and Federal law.

Provided mortgage clients sound and ethical mortgage advice based on a full

understanding of client needs as well as Wachovia Bank's mortgage products

and their benefits. (Profiling) Consistently executed on Wachovia's

referral processes (IRM) by introducing mortgage clients to other bank

services for cross sell opportunities (HELOC products).

Achievements:

. Met or exceeded monthly sales goals.

. Invited to participate in Project Green Earth. Project was a conversion

of option ARMS to fixed rate

. Called on leads to promote and close vital sales, bringing in a steady

40% close ratio.

. Received inbound inquiry calls and turned 70% to mortgage loan

applications by use of extensive client relationship skills.

. Executed an effective mortgage marketing plan to meet and exceed agreed

upon mortgage production goals.

MI Financial, Charlotte, North Carolina ? January 2006 - July 2007

Builder owned Mortgage Company.

Branch Manager/Vice President

Managed operations of a full retail mortgage branch, owned by builder,

including origination, underwriting, loan processing, pricing, and

closing/funding functions. Managed a 5 member team of non-exempt branch

employees. Responsible for capture rate, customer service, quality control,

pipeline management and meeting profitable objectives. Experienced with

Unifi Pro, TMO and numerous other origination systems. Responsible for

relationship building/management with division president, sales management,

closing coordinator and sales partners. Also responsible for weekly sales

meeting with sales partners and social calls to builder subdivisions.

Achievements:

. Increased profits by 2M in 11 months using a pro-active and hands-on

approach successfully monitored and managed production via daily

reports.

. Received award for most improved branch.

. Closed more mortgage loans in 2006, in less time, than any other record

year for this branch.

DEBORAH J. VOELKEL-GREENE

? Page 3 ? ********@*******.***

Wells Fargo Home Credit Solutions, Fort Mill, South Carolina ? November

2004 - January 2006

Production Operations Manager

Managed the operations of a mortgage production function including

underwriting, loan processing, pricing, and pre-closing tasks. Managed a

group of 12 non-exempt employees, including performance reviews,

terminations, hires, discipline, salary actions, etc. Oversaw escalated

issues related to underwriting, processing and customer service. Utilized

underwriting authority to make profitable business decisions and exceptions

on non-prime mortgage loans. Formulated procedures, policies and methods,

which directly affect the work unit and has an indirect affect on other

departments and outside customers. Managed projects which primarily

impacted functional area or specific department

Achievements:

. Successfully closed 60% of loans in 10 days or less.

. Closed second highest number of loans on the floor for 2005, for the most

profitable region in the country, while successfully maintaining customer

service scores of 88% or better.

Bankers Guarantee Title & Trust, Fairlawn, Ohio ? November 2002 - November

2004

Bankers Guarantee is Ohio's oldest independently owned corporation

dedicated to residential mortgage lending.

Loan Officer

Provided objective advice, expertise and specialist skills with the aim of

creating value, maximizing growth and improving business performance.

Responsible for originating conventional, FHA/VA, Sub-Prime,

construction/permanent, and HELOC mortgages. Ensured continual growth of

the organization by effectively soliciting realtors, referrals, and company

generated leads.

Achievements:

. Top sales for 2003.

. Established and executed quality control systems and compliance

monitoring/reporting in an effort to meet FNMA/FMLMC and FHA/VA

requirements.

. Developed trend analysis database designed for facilitation in default

projections and managed P&L and projected budgeting responsibilities.

EDUCATION, PUBLICATIONS, & PRESENTATIONS

Ohio Paralegal Institute, Cleveland, OH

FHA CHUMS: B272

CERTIFICATIONS & SKILLS

MS Office ? LPS, LIS, FileNet

PROFESSIONAL AFFILIATION

America's Mortgage Underwriters Group

Professional Mortgage Women's Group

Contact this candidate