Customer Service Quality Control
Resume:
Susan Thuku
**** **** ***** **, ******, TX ***** ● 405-***-**** ● ******@*****.***
Education 2002 MBA, Business Finance & Integrated Studies
University of Central Oklahoma, Edmond, OK
**** *Sc, International Business Administration
United States International University, Nairobi, Kenya
Experience
3/2010 – 4/2010 Senior Mortgage Fraud and Risk Analyst Fannie Mae Dallas, TX (CompuGain Herndon VA)
• Reviewed mortgage fraud referral tips received from law enforcement orders, consumers, lenders,
investors and other vendors on possible fraud practices that may have just recently occurred or had
always existed but not been looked into before. The goal was to identify type of fraud and determine if it
warranted further review by opening a case and/or placing referrals on the internal watchlist.
o Ran queries on appraisers, brokers, loan officers and borrowers to identify size of loans populated
under them
o Discovered major fraud practices that had gone un-noticed with one of the major lenders
o Formulated spreadsheets for recording type of frauds, source, level of risk and losses incurred
o Participated in randomly selecting referrals to be used on a new database yet to be launched in the
department
5/2009-1/2010 Senior Consumer loan Auditor – (Audit &Risk review) Jefferson Wells Int. Dallas, TX
• Worked with Trouble Asset Relief Program clients. This entailed reviewing various portfolios, namely;
auto loans, retail cards and installment loans, mortgage loans and commercial loans by investigating and
re-verifying the actual loss amounts incurred on these portfolios versus the amounts provided to the
government.
o Identified a few negative business practices that had led to considerably large losses and
suggested pragmatic solutions to reduce further loss in the future.
o Created various spreadsheets that the client could use in recording fraud practices found within
the business process for each and every portfolio reviewed
o Worked with fellow team members in identifying control breaks that had resulted to huge losses
within one of the portfolios and recommended corrective actions
o Acquired comprehensive knowledge of consumer credit risk and analytics as well as strong
working knowledge of audit and risk assessment techniques through internal training offered
o Provided guidance, support and constructive feedback to fellow team members to enhance each
others capabilities and strengthen team work, team members also audited each others samples
o Created Sample rationale documents required for Sample Selection and Testing of all portfolios
for my team
o Managed large portfolios worth $2M and more on a daily basis and presented findings and status
of all portfolios examined to management on a weekly basis
2008-2009 Senior Due Diligence Underwriter Beal Bank, Plano, TX
• Post-funding audit of diverse pool of assets by reviewing purchase agreements, and amendments,
appraisals, title commitments, calculating income, reviewing assets, analyzing credit reports to make sure
they meet seller underwriting and delivery guidelines as well as Fannie Mae Underwriting guidelines
o Selected to participate in monthly Quality control assessment on other team member loans
o Identified fraud loans that had since become delinquent and forwarded information to mortgage fraud
department
o Created a ranking system that classified loans in terms of performance level and propensity to perform better –
this cut down time and cost used by management in the selection process
o Prepared check-lists for the team to assist in detail review of loans as well as eliminate errors made which cuts
down time used in quality control audits
2005-2008 Senior Mortgage Underwriter - Home Construction Lending Indy Mac Bank, Irving, TX
• Manual Underwriting of 10 or more conventional and jumbo loans on a daily basis and reviewed
conditions received on other loans on the pipeline which have to meet turnover times. Loans reviewed
included new home construction loans which could be purchases, refinances, cash-out refinances.
o Reviewed appraisals, titles, assets/VOD, credit reports, tax returns and other income documents
and VOE, LOE, gift letters
o Cost and Budget analysis carried out on all construction loans
o Issued approval or denial letters within time frame required
o Acquired underwriting signing authority of loans up to $2M
o Recognized for identifying highest number of fraudulent loans sent to mortgage fraud auditors
o Implemented company lending guidelines and policies and identified alternative financing
solutions for borrowers who did not qualify for regular financing, c ommunicated with sellers,
managers and colleagues within the company
o Participated in internal audits to control mortgage fraud and eliminate amount of errors made on
approved loans to make sure they meet secondary market guidelines in the future
o Extensive customer service for both internal and external clientele.
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2003-2005 Senior Mortgage Underwriter Countrywide Plano,
TX
• Manual Underwriting of 8-10 loans per day with a signing authority of $1M and assisted managers in
preparing checklists for various business practices such as fraud detection, appraisal review process, etc
o involved in loan origination, loan processing, reviewing conditions
o ordering mortgage insurance, internal appraisal reviews
o issuing approvals or denials and making calls to borrowers to discuss status on their loans
o getting loans to closing and funding and contacting concerned parties as required within required
time frames
o participating in end-month team reviews
o assisting junior underwriters to review conditions received as required by management
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• References upon request.
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