Customer Service Quality

DAVID GIRARD

***** ***** **. ********, ** *****

904-***-**** *********@*****.***

EXPERIENCE

EverBank, October 2012 - Present

Mortgage Loan Processor I I I (Retail)

• Review documentation for accuracy and completeness in a timely manner

• Coordinate closings in a timely manner

• Maintain expectations between loan officers, customers and vendors

• Obtain underwriter loan conditions

• Collect, verify and analyze all documentation according to EVERBANK guidelines and regulations

• Maintain pipeline reports including but not limited to aged and suspended files

Accounting principals / AHMSI / Go Homeward, January 2010 – October 2012

Quality Control Analyst

• Analized and compared loan modification documents

• Provided feedback to loan negotiators to ensure timely closings

• Managed reports as required

• Quality Analyst for Hamp, Non Hamp, GSE, MA-AG, HAFA and Non HAFA Short sales

• Quality Analyst for all closings

• Ensured analysis for Pune operations through calibration

• Updated databases for loan modification tracking

Bank Of America / CSI, March 2009 - October 2009

Senior Loan Coordinator for Government Lending

• Validated and assessed documentation provided

• Coordinated closings in a timely manner

• Maintained expectations between customers and vendors

• Managed reports as required

• Obtained all documents for clearance of stipulations according to Bank Of America guidelines and regulations

Washington Mutual, July 2006 - January 2008

Senior Loan Coordinator / Validator Level 1

• Obtained required documents from mortgage consultants to ensure loan closings

• Managed multiple reports including databases for loan tracking

• Provided customer service and used quality loan coordinator authority to clear conditions

• Participated in effective communication with mortgage consultants, teammates and managers to

ensure quality

• Validated conforming loans according to Washington Mutual guidelines, making sure proper credit

and lending guidelines were followed

• Performed underwriting of loans utilizing lender guidelines

First Place / Wachovia Mortgage, June 2005 - July 2006

Processor / Underwriter Level 1

• Performed complex underwriting of conforming loans while using common sense and underwriting skills

• Participated in effective communications with customers, mortgage consultants, teammates and managers

to ensure quality

• Met and exceeded individual and team underwriting production goals

• Managed reports as required

• Participated in cross training and load level support to ensure team success

• Actively supported a customer, focused credit culture where common sense and guidelines are jointly

used in making credit decisions.

• Correcting security instruments for county recording, customer service for personal bankers and

mortgagers, research

Washington Mutual / Option One, January 2003 - November 2004

Loan Review Coordinator / Funding / Team Lead

• Funded and reviewed loans specifically for and based on Washington Mutual guidelines and specifications

• Received Kudos Award for loan review

EDUCATION

Alabama State University, Montgomery, Alabama - English Major (no degree obtained)

Ribault Senior High School, Jacksonville, Florida - Graduated 1991

SKIL LS

• Able to make rational risk based decisions in regards to underwriting

• Excellent oral and written communication skills. Excellent organizational and attention to detail

• Knowledge of FHA/VA, Fannie Mae and Freddie Mac Guidelines

• Knowledge of conventional forms, tax returns, self employed and commission income

• Proficient at Excel, Word, LPS, DU and LP, AUS, Citrix

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