Customer Service Management

LeeAnn Robinson

*** * *** **** ****

Plantation, FL 33317

954-***-**** (cell)

*********@*********.***

ACCOMPLISHMENTS:

- 25 years of Front End Residential Mortgage Underwriting

- FHA Direct Endorsement Underwriter since 1986 # 4960

- VA Automatic Underwriter since 1986

- Strong user of DU and LP

- Strong experience in risk analysis and credit underwriting

- Knowledge of secondary market, including portfolio non-agency products

- Solid Process Management skills with ability to improve efficiency and

service

- Strong background in affordable housing

- 6 years of Non-profit housing agency management

- 20 plus years of Management and Operations

JOB HISTORY

August 2009 - Present, Chief Operating Officer, Neighborhood Housing

Services of South Florida

Responsible for day to day operations and staff management of non-

profit which is a licensed Mortgage Lender in the State of Florida,

providing first and second mortgages, Homebuyer Education and

Counseling, Foreclosure Prevention Assistance, Real Estate Sales, Real

Estate Development, and Community Revitalization and Outreach. Final

signature on all loans originated including those brokered or offered

to outside lenders on a fee-for-service basis. Negotiate lines of

credit and secondary market loan sales to investors. Requires

knowledge of current guidelines from multiple lenders. Developed

lending and servicing guidelines to meet secondary market requirements

while meeting needs of low-income clients. Implemented use of CALXY

system for origination and FICS for servicing. Provide guidance and

management for all areas to insure that clients are mortgage ready and

that lending guidelines are followed. Developed relationships with

local banks to identify product needs and insure that processing

packages met lender guidelines. Produced 45-50 mortgage ready clients

per month for own lending or referral to banks. Managed Real Estate

Sales and Real Estate Development creating processes from acquisition

to home delivery. Agency is known as a leader in the South Florida

area in providing homebuyer assistance to low-to-moderate income

homebuyers and a leader in the Nation in providing Foreclosure

Prevention Assistance. Work with local banks and government agencies

as well as other non-profits to reach the people who need assistance.

Provided homebuyer education to over 1500 people per year with over

15% becoming homeowners. Work with other non-profits in a

collaborative model, including creating a financing outlet for

counseled buyers.

June 2009 - August, 2009 - Contract Underwriter stationed at Wells Fargo.

Responsible for underwriting of mortgage loans according to investor

guidelines and meeting productivity and customer service goals.

Requires through knowledge of loan products and ability to adapt to

customer needs. Requires the ability to work independently and to be a

self-starter.

June 2006 - June 2009, Vice President, National Underwriting Manager,

BankUnited

Responsible for underwriting of residential mortgage loans and keeping

current on secondary market guidelines. Responsible for setting up and

managing of FHA lending program including the completion of FHA test

cases to obtain DE approval. Responsible for forensic underwriting of

loans where secondary market investor required repurchase or where MI

coverage was denied due to initial origination and/or underwriting

process of loan. Responsible for management of all Underwriters,

Contract Underwriters, and Processors and the quality of the

underwriting in Wholesale and Retail Lending branches. Job includes

pipeline management and productivity and turn-time management on a

daily basis. Job includes providing training and support for

underwriting managers, on-site training for staff and interpretation

and application of BankUnited loan guidelines. Supervised the post

closing review of 10% of closed loan files per branch to identify

training needs and deficiencies. Assist in development of training

agenda for quality improvement. Responsible for assigning lending

authority and levels of loan approvals within branches. Responsible

for underwriting of larger loan amounts and exception files.

Responsible for communicating of any guideline changes. Conduct bi-

weekly training conference calls. Monitor branch performance and

provide feedback on a monthly basis to production managers.

Responsible for promoting CRA initiatives and training staff on

products that meet the goals for lower income homebuyers. Responsible

for BankUnited utilizing FHLB First Time Homebuyer funds for the first

time.

April 2006 - June, 2006 Sr. Contract Underwriter, MGIC

Responsible for underwriting wholesale loans to standards of secondary

market at the request of corporate clients. Conventional loans

include Prime Plus Jumbo and Sub-prime, as well as conforming. Job

requires strong customer service skills, attention to detail and

knowledge of industry guidelines. Job requires strong computer skills.

August 2004- March 20006, Vice President, Haven Economic Development, Inc.

Responsible for day-to-day operations of HUD-approved Non-profit

Affordable Housing Provider. Responsibilities include management of

homebuyer training and education area to get clients mortgage ready.

Responsible for maintaining HUD certification and working with local

HUD office to achieve housing initiatives. Work with local lenders to

insure the best available financing products for low-income

homebuyers. Work with local lenders to develop and implement financing

plans for lower income homebuyers. Provide financing guidelines to

staff for pre-qualification of counseling clients. Responsible for

development and implementation of policies and procedures to insure

smooth operations. Responsible for management of construction

financing. Obtained over $6million in construction financing for

residential construction of affordable homes.

5/2000 -August 2004, VP, Chief Underwriter, Peninsula Mortgage Bankers,

Kendall, FL

Responsible for management of operations staff and oversight of all

loan production functions. Responsible for underwriting of retail and

wholesale loans and management of underwriting function throughout

company. This includes staff training and producing product

information materials for both retail and wholesale. Responsible for

designing loan financing programs to target the low-to-moderate income

homebuyer sector. This includes negotiating special commitments with

secondary marketing investors, both prime and sub-prime, and working

with local government finance authorities to design programs for this

market. Responsible for participation in several pilot lending

programs from FNMA targeted to reach underserved markets. Designed a

FNMA lending program for non-profit agencies for the acquisition and

rehab of homes to be sold to low-income homebuyers at a reduced cost.

The result of these efforts has lead to PMBC originating and servicing

the highest percentage of loans to minorities of any FNMA seller-

servicer outside the state of California. Responsible for production

of marketing materials, including authoring a TV advertisement and

publication of product brochures for distribution at trade shows and

other functions. Write monthly insert into payment coupons for

continuing customer contact. Responsible for MIS area, including

selection of new mortgage banking processing software, accounting

software, and integration of all software services. Achieved excellent

QC results from FNMA audits for each year. Credit quality of loans

judged to be superior by both FNMA from servicing audits and from FHA

through the Neighborhood Watch system.

2/94 - 5/2000 - Various positions at Mortgage.Com, Sunrise FL

Began employment in 2/94 as the Senior Underwriter. In 10/94 became

Underwriting Manager where I supervised all other underwriters. As

company grew from one branch to 10, I became responsible for

management of all underwriters. This included traveling to branch

office locations to insure quality control and adherence to company

policy and maintaining relationship with all staff. In 1995 was

promoted to Vice President, Underwriting and Product Development,

where in addition to managing all of the underwriting staff, I gained

the responsibility of managing the Product Development area. This

group defined and communicated all written guidelines for all loan

products for wholesale and retail originators. I was also responsible

for working with Secondary Marketing area to produce marketing

materials to promote loan programs. In 1997 was promoted to Senior

Vice President, Director of Underwriting and Operations for the

Florida branch, which served both wholesale and retail clients.

Maintained responsibility for managing all underwriters, while running

the Florida Operations group. In 1998, with the development of a

nationwide call center and internet-based lending business, I was

asked to develop a training program to train inexperienced people in

the area of mortgage banking. I developed an 8-week program that

successfully trained 20-30 people per month to be functional in the

areas of call center sales and processing. I also maintained the

position as Chief Underwriter. In 1999 as the company went nationwide

in loan production I was given the job of National Director of Credit

Policy, where I was responsible for both Underwriting and Closing in

all offices from the standpoint of policy definition and

implementation. In 2/2000 after the reorganization of the company and

the job of Credit Policy was eliminated, I accepted the position as

National Director of Training and Employee Development. I was

responsible for identifying within the company areas where staff

members performance was deficient as a result of lack of knowledge in

any specific area, be it mortgage products, use of any software tools

or lower level sales skills. I developed training programs and

mentoring programs that improved the knowledge and performance of the

staff across all business channels.

9/93 - 2/94 Self-employed Contract Underwriter

Worked on various assignments throughout the country performing

underwriting services as clients required.

Prior to 1993

- Various jobs in mortgage banking from processing, underwriting to

branch manager at Countrywide Retail branch with the highest

production on the East Coast

EDUCATION

Graduated from Virginia Tech with a BA degree in Economics and a BS in

Management, Housing and Consumer Affairs. The first in the history of

the school to graduate with this double degree.

Current participant in Harvard Kennedy School of Government- Achieving

Excellence in Community Development program

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