Customer Service Manager

Cheryl A. Emilio

Cheryl

*** ******* *******, ********* *******, Ohio 44147

Ph: 440-***-**** E-mail: ************@*****.***

PROFESSIONAL PROFILE

Accomplished finance professional with over ten years of verifiable success in achieving and exceeding

revenue, profit and business growth objectives with various industries and environments. Experienced in

mortgage underwriting, account management and payroll. Excel at relationship building with all levels of

personnel and key decision makers.

AREAS OF EXPERTISE

Assess Credit Risk Appraisal Review CoreLogic

Credit Report Income Analysis Title Analysis

Lotus 1-2-3 Spectrum 5.5.1 Automated Valuation Models

Oasys Management Software Payroll WordPerfect 6.0

Microsoft Office Microsoft Works Microsoft Excel

Microsoft Word Microsoft Access Microsoft Outlook

DU/LP Experience

PROFESSIONAL EXPERIENCE

JPMorgan ChaseBank – Cleveland, OH

4/10 to 6/10

Correspondent Repurchase Underwriter (temporary assignment)

• Reviewed correspondent loan files to determine the probability of repurchasing.

• Reviewed demands submitted from Fannie Mae/Freddie Mac and determined

how to start the loan file review process.

• Logged files into Chase database to keep track of daily productivity.

• Reviewed pay stubs, tax returns, bank statements, self employment (Secretary of

State), social security award letters, homeowner's insurance, respa documents,

appraisals, DU/LP approvals, loan applications, hardship letters, credit bureaus,

mortgage histories etc. to determine if the loan was eligible and within guidelines

at the time of loan origination.

• Reviewed original appraisals and field review appraisals to determine if the value

was supported at the time the loan originated. Searched Cyberhomes.com for

values and ordered AVM's (Corelogic).

• Contacted employers to re-verify employment.

• Final decision was documented in writing with an executive summary and sent to

Fannie Mae/Freddie Mac.

National City Bank, now a part of PNC – Highland Hills, OH

8/09 to 4/10

Asset Resolution Team (CRC underwriter)

• Provide analytical support and ongoing administration of accounts

• Monitor the workout strategies on assigned accounts and interact with other asset

managers, the market manager, and occasionally with bank management and

clients

• Involved in the administration and resolution of credits that have been identified

as criticized or classified assets under OCC and bank risk rating guidelines

• Will consult with the line of business managers or handle credits directly to

reduce the banks risk of loss

• Provide guidance in restructuring or collateral evaluation of other non-criticized

assets

• Discuss accounts with outside legal counsel, inside attorneys, etc on legal issues

with accounts

Homeowners Assistance Negotiator II 6/08 to

8/09

• Reviewed accounts for possible short term/long term loan modifications

• Reviewed short sale/settlement packages from real estate agents, brokers, etc

regarding accounts being settled to reduce banks overall debt

• Reviewed all investor accounts for possible short term repay or loan modification

programs according to investor guidelines

• Answered all incoming calls from customers, brokers, real estate agents,

attorneys, etc regarding loan modification process

• Reviewed pay stubs, tax returns, title reports, credit reports, property reports, etc

to determine program eligibility and property values

• Reviewed accounts with supervisor for loan consolidation

NovaStar Mortgage, Inc., Independence, OH 5/2003 –

10/2007

Underwriter (laid off)

• Underwrote sub prime loans per lender policy and investor guidelines for final

decision of approval or denial

• Underwrote for the top two Account Executives totaling $10-$15 million a

month

• Used automated underwriting systems combined with manual underwriting

• Adhered to lender/investor guidelines, underwrote accordingly and kept up to

date with changing guidelines as market and lender appetites changed

• Ensured marketability of collateral using internal data and review of appraisal

• Structured loans with external and internal customers (mortgage brokers and

account executives) and provided counter offers when loans did not meet lender

criteria

• Maintained loan integrity and located any document discrepancies via use of

Lexis Nexus for quality control

• Reviewed all loan documents including but not limited to credit reports analysis,

income, appraisals, title reports, housing history, RESPA documentation, state

specific documentations to maintain compliance

• Possessed underwriting authority up to $650K and loans above $650K up to $1.4

million with second review from management per company policy

• Loan exception authority included loan amount, cash out, Debt to Income and

Loan to Value (DTI and LTV)

• Maintained supervisory role when management was absent

Selected results

8 Averaged 120 – 150 complete loans per month (included appraisal, title work,

etc)

9 Recommended into the Leadership Development Program to prepare for

management role

10 Received the President’s Club Membership Award in 2006 for the top three

underwriters throughout the company

11 Received the Customer Service Award for the best region to provide excellent

customer service

12 Consistently make sound decisions while guarding company assets

Solutions Help Desk Underwriter

• Answered Underwriting and scenario questions for all internal and external

customer such as Underwriter, Account Managers and Brokers

• Reviewed credit profiles and granted exceptions if guidelines were met

• Interacted with Loan Servicing (main office) and CSC (credit company)

regarding payoffs and credit problems

• Worked with Account Managers to successfully close loans

• Coached Account Executives on internal guidelines, pricing changes and sales

techniques

• Answered 50-200 call daily

Condition Desk Underwriter

• Reviewed all conditions and appraisals and cleared if applicable for Account

Managers and Underwriters

Account Manager

• Primary contact for brokers and maintained the loan file from approval through

the closing while keeping brokers and account executive informed of the loan file

process

• Tracked loan documentation and cleared prior to document and closing

conditions, including verification of appropriate initial disclosure documents

Doc Drawer

• Responsible for verifying integrity of request, preparation and packaging of loan

documents including completing special instructions and mailing of documents

of appropriate parties

• Accurately input loan document information into Novalinq and shipped

documents

• Worked closely with the funding department to ensure accurate information was

presented documents

EDUCATION

Graduate of Marketing/Management Program and Clerical Office Services

Medina Vocational Center, Medina, OH

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