Customer Service Quality Control
Resume:
Donna M. Fleming
P.O. Box ****
E mail: *****@****.***
978-***-**** (H)
508-***-**** (C)
Sr. Underwriting Consultant with 25 years mortgage banking and 8 years management experience.
Proficiency in credit, decision making, property, legal and risk management.
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Office Skills Operations, management and training, customer service, developed procedures and protocols to
increase proficiency, accuracy & volume. Possess the qualities needed to work in a fast paced environment without
compromise of quality or integrity. Ability to operate a dual monitor work station.
Personal Skills Excellent interpersonal skills, detail oriented, personable, dependable, honest, flexible, team player.
Quality Control Review Pre closing, post closing, legal, credit & appraisal compliance
Front Line Underwriting Wholesale, retail, correspondent, portfolio, sub prime, seconds, HELOC’s. Extensive
knowledge of FNMA, FHLMC, Portfolio & Private Investor guidelines. DU, LP & other automated underwriting systems.*
Due Diligence Review Residential and commercial, performing, non performing; IRF preparation, 1st review, 2nd
review, assistant team lead,*
*Ability to subjectively examine loan
Robert Half Manchester, NH 2009 Present
• Traditional Underwriting of conventional retail, wholesale, and correspondent loans; community loan fund
residential lending; clearing conditions to close, working with internal staff and brokers to ensure quality,
salability and compliance.
ISGN Sarasota, FL 2009
• Performed due diligence on non performing residential loan portfolio’s being acquired by investor.
• Review of underwriting compliance, lien position. payment performance.
• Legal compliance review of Mortgage, Deed of Trust, Assignments, and recordation of non performing
residential loan pools being acquired by investor.
IAQM Companies Auburn, NH Operations Manager 2003 2008
• Excellent customer service and analysis resulting in increased sales, client confidence, customer retention and
referrals.
Excellent customer service and analysis resulting in increased sales, client confidence customer retention and
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referrals.
Conceptualized and evaluated client needs, providing appropriate guidance and proper solutions.
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Generated new ideas and techniques to strengthen and improve consistent and effective teamwork.
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Reduced customer concerns with education and compassion while providing awareness for their specific
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concerns.
Maintained database, monitored accounts, scheduled appointments, handled extensive telephone and email
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correspondence, received and processed client payments.
Managed and trained employees to develop proficient communication skills, product knowledge, procedures
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and protocols.
Aardvark MBS, Inc. – Manchester, NH 1994 2003
• Experience with DU, LP and other automated underwriting systems.
Origination underwriter of wholesale, correspondent and retail loans nationwide.
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• Quality Control knowledge including legal, credit, appraisal compliance.
• Due diligence for performing and non performing commercial and residential loan portfolios IRF preparation,
1st review, 2nd review.
Hobbies & Interests:
Travel, island getaways, walking on the beach, scuba diving, skiing, golf, crafting, scrapbooking, family time, playing
with the grandkids, jazz.
Contract Underwriting Services performed on site at the following lender facilities:
Beal Bank Plano TX PNC Mortgage Bethel Park, PA
Principal Residential Mortgage Andover, MA Countrywide Funding Danvers, MA
North American Mortgage Bedford, NH National Mortgage Bedford, NH
Wells Fargo Home Mortgage Waltham, MA BankEast Mortgage Manchester, NH
Flagstar Bank Wakefield, MA Republic Bank Chelmsford, MA
Bank of America Hillsboro, OR GMAC Mortgage Quincy, MA; Horsham, PA; Hartford,
1st Nationwide Mortgage Frederick, MD CT
Citizens Mortgage Manchester, NH; Providence, RI Norwest Mortgage Walnut Creek, CA; Rockville, MD
Fleet Mortgage Providence, RI RBMG Mortgage Needham, MA
MetLife Home Loans Bedford, NH NH Community Loan Fund Concord, NH
Contract Services performed for the following Residential Mortgage Insurance Companies:
Amerin Radian MGIC United Guaranty PMI RMIC
Due diligence performed on Commercial Loans:
RFC Atlanta, GA; Kansas City, Kansas; New Orleans, LA
Contact this candidate