Customer Service Quality Control

Shikila Ward

*** ****** *****

Decatur GA *****

Home 678-***-****

Cell 678-***-****

*************@****.***

Summary of Qualifications:

Over 13 years in the residential mortgage industry

2 Years FHA government underwriting experience with Desktop Underwriter

4 Years FHA processing experience within retail (2yrs) and wholesale (2yrs)

environment

7 Years underwriting experience with sub-prime, Alt-A and Conventional

product knowledge and processing experience

4 years manual underwriting experience and 7 years with any AUS system

3 years in loss mitigation as a Second Level Credit Analyst Reviewer

1 year in non performing Forensic Underwriter

3 years underwriting loan modification and other work out options (HAMP /

HARP)

Thorough working knowledge of HUD, FNMA and Freddie Mac underwriting

guidelines and compliance laws

2 years in compliance and quality control with emphasis on detail

Detailed-oriented with the ability to work in a fast paced environment

Aware of roles of processing, underwriting, closing, post-closing and

interdependencies of each

HMDA and Due diligence trained

Various administrative duties to include faxing, filing, copying, scanning

and phone support

Experienced systems: Calyx 5.0, Calyx 5.2, Zippy, Encompass, Colleague,

OptisValue1, Loanworks1, Leretanet1, LP, LPS, DO and DU, Genesis1, AS400,

Empower, PC Lender, LIS and PLUS 2.0

Oct 2010-present

RR Donnelly

Atlanta, GA

Forensic Underwriter/ Non Performing Loan Reviewer

Review delinquent, foreclosed, loss mitigation and short sale loan files

for compliance with data integrity, policy, underwriting guidelines, and

detection of fraud or misrepresentation.

Calculate debt ratios, calculating qualifying income, reviewing appraisals,

reviewing assets, reviewing Automated Underwriting System reports, and

reviewing closing documents.

Determine loan eligibility and ensure quality delivery of all loan files

regardless of the loan program and documentation type

Utilize internet search options to qualify stated information within loan

files. Such as use of 3rd party sites that provide salary range

information based on location and position

Obtain current property value information and sites to support or dispute

appraisal values.

Complete loan qualification worksheet on every loan reviewed, including a

recommendation based on the findings from the re-underwrite, to request

missing documentation, rescind coverage, send to investigation, continue

coverage or continue coverage with an adjust to the claim payment.

Jan 2009-Oct 2010

Wells Fargo

Tempe, AZ

Level 3 Underwriter/ Second Level Review Credit Officer

Full manual underwriting of FHLMC, FNMA, Private Banking, and FNMA/FHLMC

Owned private and conventional mortgages

Manual verification of Loan Adjustors and loan servicing specialist files

for credit approval and credit failure overrides

First pilot group to work the HAMP- Home Affordable Modification Program

for Wells

Reconsideration of suspended files, denied with conditions, canceled files

Complete review of income and supporting docs on all closed files for audit

purposes

Actively work with bankruptcy and foreclosure department for relief motions

and postponed

Foreclosure pending loan mod decision

Compliance review all files for completion, no misrepresentations and

finalization of all files

Manual assess risk of property and application of all files prior to

rendering a decision

Review of appraisals for valuation and market classification

Perform credit administration and risk management processes for the entire

credit cycle and performance

Approve or deny credit for all self employed borrowers including S-Corps,

Corps and Partnerships

Primary contact for Level 1 and level 2 underwriters and 3rd party to

retrieve approval or denial decision with reason and alternative option

Render and make appropriate decisions, explain rationale behind decisions

and staying

Updated with changes in underwriting provisions

Responsible for transactional decisions, product and policy development and

portfolio/risk strategies responsible and accountable for ensuring that the

lending activities meet the Fair and Responsible lending policies

Ensure all existing foreclosure and bankruptcies are handled with a sense

of urgency and all workout options have been explored

Ensure all credit culture relies on the principle of consultation and

ensure all facts are considered prior to a final decision.

Feb 2005-Jan 2009

Mid Atlantic Capital

Conventional Mortgage Underwriter Level 2

Primary contact to processors to inform loan officers and sales reps

concerns regarding documentation issues and ensured timely responses of

all loan files Perform underwriting

duties in conjunction with the DE Underwriter on all FHA loans, as assigned

by FHA Underwriter

Skilled in

managing operations and providing back-end support to all policy related

issues

Hands

on experience in underwriting and credit control processes

Frontline and backend underwriting, have signing

authority up to 500K and post closing skills

Rendered and communicated decisions on Conventional,Sub-

prime and Alt-A that most effectively assessed the risks present in the

loan file, including but not limited to validity of information submitted

to company and all risk factors related to credit, income, assets,

appraisal, title, survey and compliance

Verified

loan file data, including DO/DU findings and calculations to determine loan

compliance completed loan files in internal Loan Origination Systems and

Automated Underwriting Applications

Issued loan commitments prior to submission to direct lender

Monitored rate locks on loans to

ensure that program, product and other changes are consistent with LOS/AU

and HUD terms and guidelines

Audited legal packages to ensure compliance

with investor and regulatory guidelines Provided regular status

updates to processors and Branch Managers

Reviewed suspended loan files to expedite resolution to obtain an approval

Reviewed final loan docs for compliance and quality

control Ensured that pipeline

report reflects the most current status for active loan in process and

update pipeline reports on a weekly basis

Maintained current and relevant

knowledge of all guidelines, processes and systems used within the area;

including regulatory, statutory and investor related issues

Feb 04-Feb 05

Ameriquest1 Mortgage Company

Dunwoody, GA

Loan Underwriter/Funder

Pulled credit on all files to determine accurate loan program for borrower

and determined pricing for loan based on loan to value and credit

history

Processed loan and performed underwriting duties on loans based on

guidelines

Cleared conditions submitted by processing department

Coordinated closing, printed loan docs, escrow tax/ hazard

Performed funding on all loans and cleared funding exceptions

Performed post closing duties on all files

Dec 02- Oct 03

RPI (Washington Mutual Bank F.A) Contract Travel

Pittsburgh, PA

Loan Processor/ Closer

Validate file

Assemble file, review loan structure and analyze docs

Ordered and review preliminary title, appraisal, loan docs, RESPA docs,

flood certificates and hazard insurance

Schedule Closing

Clear closing conditions and sent sub-ordinations

Review docs for proper lien positions and insurance coverage

Prepare closing docs; calculated taxes and escrows

Correspond with borrowers, loan officers and title company and attorney

offices through entire loan process

Review credit report and original loan docs for compliance and

discrepancies

Review closed loan package for completeness and compliance

Sent wires, retract wires and reviews and approved HUD-1

Corrected any closing issues occurring during settlement and ranked #3 top

processor for funded loans per month

Feb 2001- Jan 1998

Bank of America

Tucker GA

Consumer Loan Processor

Processed loan in retail environment and sent disclosures

Ordered preliminary title, appraisal and flood certificates

Scheduled closing

Review valuation with borrower and ensure loan docs met guidelines

Performed quality control prior to funding and prior to close to loan

Reviewed credit reports for accuracy and discrepancies with loan

application

Assigned files and work schedule to processors

Verify employment, check escrows for previous accountability

Instructed training classes for new processors, correspond with borrowers

and loan officers

Processed loan applications and sent disclosures

Assisted with general office duties

Attributes and Skills

Good problem solving skills and ability to determine effective solutions

Excellent analytical, interpersonal and verbal/written communication skills

Strong customer service skills

Ability to work effectively, accurately, with great attention to detail

Ability to handle complicated situations with a positive, customer service

driven answer when communicating with internal and external customers

Excellent PC skills

Individual should be able to work within a team environment

Received award for various contests and deadlines met

Received highest customer service award

Received letter of Recommendation from Branch Manager of Ameriquest1

Received Employee of the Month from Mid Atlantic Capital

Received letter of Recommendation from Wells Fargo Bank

BUSINESS REFERENCES:

Delabia Cameron--CO WORKER 678-***-****

W J FEARS- CO WORKER- 404-***-****

Tiffany Wiggins- Branch Manager- Mid Atlantic -404-***-****

Contact this candidate