Customer Service Manager
Resume:
Cameron Carter Norman
OBJECTIVE: To maintain professional employment that offers a competitive, fast paced environment that requires the use of good interpersonal, organizational, and communication skills.
EDUCATION:
1989-1993 Diploma, Elkin High School
1993-1997 Bachelor’s Degree Lenoir-Rhyne College
EMPLOYMENT:
Bank of The West 2016-2017
Loan Underwriter 3
Mortgage credit underwriting and property evaluation.
Analyze mortgage loans and deliver valid credit decisions.
Signing Authority up to $1,000,000.00
Analyzed multiple forms of income.
Approved Jumbo and Non-ATR Loans.
Manually underwriting loans as some were required per the program guidelines.
Wells Fargo Home Mortgage 2015-2016
Consumer Loan Underwriter 3
Mortgage credit underwriting and property evaluation.
Analyze mortgage loans and deliver valid credit decisions.
Signing Authority up to $1,000,000.00
Completed my SAFE training, past the licensure exam and I have my NLMS number.
Analyzed multiple forms of income.
This is the highest conforming conventional underwriting level at Wells Fargo
Manually underwriting loans as some were required per the program guidelines.
Bank of America Home Loans 2013-2015
Mortgage Underwriter
Mortgage credit underwriting and property evaluation.
Analyze mortgage loans and deliver valid credit decisions.
Signing Authority up to $1,000,000.00
Completed my SAFE training, past the licensure exam and I have my NLMS number.
Analyzed multiple forms of income.
Manually underwriting loans to ensure the AUS system was accurate.
Quicken Loans Mortgage Services 2012-2013
Mortgage Underwriter
Mortgage credit underwriting and property evaluation.
Analyze mortgage loans and deliver valid credit decisions.
Signing Authority up to $2,000,000.00 (occasionally done Jumbo loans as the appeared).
Completed my SAFE training, past the licensure exam and I have my NLMS number.
Experience underwriting Jumbo loans (on a limited basis)
Zenta Mortgage 2011-2012
Mortgage Underwriter
Mortgage credit underwriting and property evaluation.
Analyze mortgage loans and deliver valid credit decisions.
Perform timely reviews of stipulations/conditions submitted.
Maintain quality control standards while maintaining production standards by company’s definition.
Provide stellar customer service to all staff by effectively explaining credit decisions.
Perform appraisal and collateral reviews to ensure the subject property supported the transaction.
Able to prepare reports for review.
Wells Fargo Home Mortgage 2010-2011
Consumer Loan Underwriter 1
Responsible for recommending appropriate home retention option on a pipeline of
loans based on evaluation of hardship packages to include: type and length of hardship,
affordability analysis and company and investor guidelines.
Calculate borrower income to include self-employed borrower, wage earners, rental income and
tax returns.
Conduct cash flow analysis based on income and expenses to determine affordability.
Communicate with borrower as required Effectively Work in a team environment in an effort to
achieve team/volume goals and provide superior customer service.
United Auto Credit Corporation 2007-2010
Collections Supervisor
Executed strategies, which will allow the branch to meet weekly and monthly company goals. Assist in the management of branch operations and management of the staff.
Performed collections, credit analysis and interaction with automobile dealers.
Assists Branch Manager with achieving and maintaining acceptable weekly and monthly delinquency goals, providing credit decisions based upon company guidelines and assist in managing the performance of branch staff.
Work with outside field agents and recovery agents to make contact or to retrieve collateral.
Performed field visits to customer’s homes in order to make contact.
Cornerstone Acceptance Corporation 2005-2007
Mortgage Underwriter
Balanced the need for loan-volume growth with the equally important necessity of optimum underwriting quality to minimize risk while maximizing profitability.
Reviewed credit data and made decisions regarding credit approval and investment criteria within credit authority established by management and state/federal laws.
Demonstrated excellent follow-through with borrowers, loan processors, loan originators and management throughout all phases of the underwriting process.
Ensured compliance with applicable policies and procedures.
Ensured branch office cooperation with other departments to maximize efficiency within the company.
Provided meticulous attention to detail in underwriting mortgages.
Leveraged knowledge of loan products to help restructure turned-down loans for subsequent approvals. Maintained compliance with lending, underwriting and government requirements
Ace Motor Acceptance Corporation 2003-2005
CreditUnderwriter
Made loan decisions based on the banks criteria.
Managed the floor plans and set credit limits for independent dealerships.
Pulled credit reports and made credit risk decisions on bulk portfolios we purchased.
Maintained the funding log and tracked monthly reports to ensure we meet goals.
I managed the customer service representatives.
In some cases I interview the potential customers prior to approving the loan.
I also assisted the dealer repersentives with any funding problems, meeting funding
goals and signing up new dealers.
Americredit Financial 1999-2003
Account Rep
Initiated contact and follow-up with outside agencies via telephone in an effort to recover collateral on past due accounts while maintaining quality customer service and ensuring compliance with collection laws.
Assisted all customers with more complex questions and problems regarding their account, such as reviewing payment schedule, discussing explanations for past due accounts and clarifying payment policies.
Provided coaching, supervision and mentoring to collection team members and to ensure organizational goals are met.
Independently resolved delinquency issues by facilitating problem analysis and problem solving with the customer.
Identified and pursued alternative ways for locating the customer and/or car, using skip-tracing techniques.
Documented conversations with customers and agencies by updating accounts in computer
Prepared repossession order and conduct skip-tracing searches of personal information using Accurint, LEXIS\NEXIS, E-collect and numerous Internet engines to assist agents.
Heilig-Meyer 1997-1999
Branch Manager
Responsible for the supervision of certain shifts and operational functions of the Branch, which ranged in number of personnel of 8 to 30 people.
Calculated figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Read, analyzed, and interpreted general business periodicals, professional journals, technical procedures, or governmental regulations. Wrote reports, business correspondence, and procedure manuals.
Effectively presented information and responded to questions from groups of managers, clients,
customers, and the general public.
Developed high performance sales and service team by acting as a coach and mentor; build team excitement for sale drives and service excellence.
Meet individually with team members to jointly develop and agree upon written goals and objectives, training, performance management, and career development plan.
Developed, managed, and was accountable for budget, income, and expenses, and continually manage to improve operating ratio.
Accountable for the company’s operational integrity of the branch, including general ledger postings, cash control, and negotiable inventory and control.
Maintain effective hiring practices in order to ensure that the most qualified employees are selected.
Attended meetings as directed to maintain a current knowledge of company status and trends.
Ensured the timeliness of management reports.
Skills:
Automotive lending, banking, retail management, Microsoft word, Microsoft windows, Microsoft office, Microsoft excel, Microsoft outlook, AS400, collections, inbound and outbound dialer, commercial collections and commercial lending, consumer lending. Encompass, Desktop Underwriter, Loan Prospector, Completed SAFE ACT Training. NLMS # 903744, Experience underwriting Jumbo mortgage and Non-ATR Loans.
Contact Information: Phone #: 704-***-****, Email: *******.****@*******.***
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