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Customer Service Quality Assurance

1970, United States
May 27, 2010

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Karen L. Emmett

* ****** ******, *****, ** *****

(978) ***-****



Experienced mortgage banker with 25+ years in mortgage lending. Demonstrated achievement

in underwriting and processing all types of mortgage loan products, quality control and

regulatory compliance. Provide leadership during times of challenge and change. Am productive

and understand the importance of meeting high volume demands, and using judgment for

optional financing in order to service customers in securing the best program for their specific

mortgage loan financing and servicing needs.


• Expert knowledge of Secondary Mortgage Market (FNMA. FHLMC) Correspondent

lending and Government Agency underwriting guidelines, policies and procedures.

• Proficient in State and Federal Consumer and Credit banking regulations.

• Experienced in underwriting mortgage loans and supporting sales staff.

• Motivated to work independently, with strong communication delivery.

• Friendly internal and external customer service skills.

• Strong organizational and follow through.


9/2007 to 3/1/2008

Wolf and Co. P.C.

Senior Compliance Consultant

• Perform mortgage lending compliance audits for clients

• Prepare reports indicating key findings and recommendations.

• Provide consulting services for all clients requesting support on compliance related

questions and examination preparation.

2006 to 8/2007

Everett Co-operative Bank

Compliance Officer

• Responsible for Consumer Lending Compliance.

• Provide regulatory compliance training and daily support to staff.

• Perform detailed risk assessments on mortgage and consumer loans.

• Assist in third party audits and examinations.

1989-January 2006

Salem Five Bank

Vice President

• Managed the Banks internal Quality Assurance program through re-underwriting

mortgage loan products. My success and leadership contributed to low delinquency

ratios, high quality of loan performance and positive relationships with Investors

Assisted in the development and implementation of policies and procedures for Mortgage

Operations, Consumer Loans, Sales and regulatory compliance.

Responded to mortgage loan repurchase requests from Investors with a high rate of

appeal success.

Delivered a monthly Senior Management report for identifying mitigating risks on

mortgage loans and underwriting defects.

Proficient in use of Mortgageware, E3, Sound and WinMort up-front systems.

Other computer skills include: Microsoft Office, Word, Excel, PowerPoint, Internet

Explorer, Lotus Notes, and Windows/Windows XP .Administration in the use of software

programs such as: Brooks Financial Calculator, Allregs, Questsoft, HMDA Wiz, Desktop

Underwriter, Loan Prospector.


Salem State College, Business Management (1991-1993)

Attended many training classes, and programs relative to Customer Service,

Underwriting guidelines and Regulatory Compliance. (1989 – 2008)

Graduate, Lynn Classical High School


• Eastern Massachusetts Compliance Network

• Licensed Real Estate Salesperson

• Member Bishop Fenwick, St. Benedict Guild

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