Real Estate Customer Service

SUMMARY OF CAREER PROFILE

Experience in program and project management.

Strong analytical, oral and written communication skills

Highly effective communicator with proven ability to build trust with and develop relationships.

Experience leading and developing high performing teams

Proficient in the following:

Mortgage Operations & Default Risk Broker Operation Controls & Risk

Process/Fulfillment Risk Management Excellent Verbal, Written and Interpersonal Communication

Credit Risk Analyst and Underwriter Strong Analytical Skills with High Attention to Detail

Auditing and Compliance Analyst External and Internal Client Support

COMPUTER SKILLS

Microsoft Office, SharePoint, SmartStation, Access Database, Beta

EXPERIENCE

Wells Fargo Advisors, Lending and Banking Services

October 2015- June 2017 Saint Louis, MO

Quality Assurance- Compliance Business Analyst

•Responsible for evaluating, monitoring, assessing and/or reviewing programs, processes, claims, documentation and/or files to ensure compliance with internal company requirements for Securities Based Lending products.

•Responsible for performing risk-based compliance control testing to assure compliance with regulator requirements and corporate policies applicable to brokerage.

•Works with the cross functional departments to ensure issues are resolved and deadlines are met.

•Research accounts in SmartStation to ensure the Financial Advisor has specified suitability notes/discussion of risk for each client.

•Exporting and importing daily and weekly reporting to Channel Supervision and to Lending and Banking Services Product Management to identify the Weekly status and Escalation trends per Secured Based Lending products and resolve issues as needed.

•Provide guidance to lenders and other staff regarding documentation and underwriting requirements; reversing credit decisions where necessary; or evaluating in-process, closed, cancelled and declined credit applications, insurance claims, accounts, files, systems and/or processes to ensure company standards are met.

•Identify and manage risks, interacting with FAs, CAs, or Channel Supervision for timely resolution.

•Ensure corrective action on exceptions and issues meet compliance and are resolved.

•Adherence and execution of FINRA, RESPA and Fair Lending practices, Anti-Money Laundering along with Federal and State Regulatory requirements.

•Train new team members on the above functions, and assist team members with the navigation and steps outlined in new controls and process changes, for remediation to leadership towards audit results and resolution.

American Equity Mortgage

March 2014- 2015 Saint Louis, MO

Credit Risk Analyst

•Responsible for initial and final decision on 1st Mortgage Wholesale Origination applications- Conventional, Agency and FHA.

•Performed spot audits on live files to ensure quality adherence and identified underwriting trends in accordance with investor credit policy.

•Works with the cross functional departments to ensure issues are resolved and deadlines are met.

•Adherence and execution of RESPA, Fair Lending practices along with Federal and State Regulatory requirements.

•Analyst of consumer credit history, property appraisals, legal, and title documents to determine approval or declination of requested loan amounts.

•Evaluated income documents (Paystubs, W2’s, Tax returns, Passive, Commission), asset statements, trust documents, purchase contracts, divorce decree’s, bankruptcy, credit reports, and real estate title reports.

•Identified compensating factors, layered risk, and submitting exceptions on second level reviews based on guidelines and salability.

•Adhered to investor credit overlays - with Agency and FHA selling guides to meet salability requirements.

•Researched and provided high level- written rebuttals’ to the CEO’s and the Investors (FHA/HUD and FNMA) for all indemnity and repurchase demands.

•Provided internal servicing to build relationships between Management and Brokers that were in need of scenario guidance with credit policy, income, and proper loan products in relation to each investor’s guidelines.

Project Highlights:

Developed and managed weekly/monthly reporting to highlight volume and quality trends associated with monthly, quarterly, and annual earnings.

Implemented a workflow checklist for new hires and seasoned employees; this achieved quality assurance, time management, and goal achievement based on business/industry demands.

Wells Fargo

September 2012-2014 Saint Louis, MO

Senior Credit Risk Underwriter Level IV

•Responsible for initial and final decision on 1st Mortgage Wholesale Origination applications- Conventional and Harp Freddie Mac and Fannie Mae.

•Analyst of consumer credit history, property appraisals, legal, and title documents to determine approval or declination of requested loan amounts based on guidelines.

•Works with the cross functional departments to ensure issues are resolved and deadlines are met.

•Adherence and execution of RESPA, Fair Lending practices along with Federal and State Regulatory requirements.

•Extensive background in evaluating income documents (Paystubs, W2’s, Tax returns, Passive, Commission), asset statements, trust documents, purchase contracts, divorce decree’s, bankruptcy, credit reports, and real estate title reports.

•Ability to identify compensating factors, layered risk, and submitting exceptions on second level reviews based on guidelines and salability.

Citigroup 2003-2012

Each role required adherence to and execution of RESPA guidelines in conjunction with Citimortgage credit policy to ensure quality, compliance, and salability.

2008-2012 O’Fallon, MO

Underwriter II- Loss Mitigation

Responsible for underwriting Loan Modification solutions to include validation of income sources, appraisal values, and strict adherence to Freddie Mac and Fannie Mae guidelines.

Management of Loan Modification pipeline of 13 modification decisions daily; approximately 260 monthly. Verbal contact with clients to discuss alternative default solutions, such as Repayments, Forbearances and Short Sales.

Extensive background in evaluating income documents (paystubs, W2’s, tax returns, passive income, commission), asset statements, trust documents, bankruptcy, legal documents (divorce decree’s), and credit reports.

Heavy emphasis on organizational and customer service skills.

Project Highlights:

Loss Mitigation Round Table Representative- Management and staff members met weekly to discuss policy, procedures and production in an effort to streamline daily workflow, provide tools for the staff to better manage time towards attaining monthly goals, and boost morale.

2006-2008 O’Fallon, MO

Unit Manager

Managed 17 non-exempt staff in 2nd Mortgage Secured Funding Audit. Funding review of specific loan terms, payoff amounts and federal regulations prior to disbursement of monetary wires to 3rd party vendors.

Utilized monthly scorecards to measure employee attendance, amount of completed loan audits and number of funding errors reported with internal suspense teams.

Developed and managed Post Audit Review Reporting used to reconcile noted funding, such as incorrect disbursement of payoffs and determine department responsibility and cost associated with the error.

Represented department in division process change meetings and provided feedback regarding positive and negative effects on Funding department.

Project Highlights:

Department liaison for the Voice of the Employee initiative- This initiative built relationships between staff and management; providing inclusion, positive reinforcement, diversity recognition and networking.

Department Leader for the fund raiser 100 Needy Families- I fostered this campaign by implementing fundraisers with the support from department staff. This fundraiser not only built relationships between staff and management, but as a result of the dedication, we were able to raise over $2,000 in cash or donated items from local merchants each year.

Suspense Audit Items- Monthly reports were provided to each channel that highlighted the results of internal back-end audit for each mortgage/banking operation. My responsibility was to research each suspense item or claim charged to my operation, provide supporting documentation to dismiss the claim, and provide high level written and verbal communication to the department leaders.

2004-2006 O’Fallon, MO

Level II Underwriter

Responsible for initial and final decision on 1st and 2nd Mortgage Wholesale Origination applications. Credit Signature up to $250,000 loan amount.

Analyst of consumer credit history, property appraisals, legal, and title documents to determine approval or declination of requested loan amounts based on guidelines.

Evaluated income documents (paystubs, W2’s, Tax returns, Passive, Commission), asset and bank statements, trust documents, purchase contracts, divorce decree’s, bankruptcy, credit reports, and real estate title reports.

2003-2004 O’Fallon, MO

Level I Underwriter

Managed a pipeline of 800 loans, aided in booking over $20 million in loans in 2004.

Responsible for initial and final decision on 2nd Mortgage Wholesale Origination applications up to $150k loan.

Extensive background in evaluating income documents (paystubs, W2’s tax returns, 1099 income), asset statements, trust documents, purchase contracts, divorce decree’s, bankruptcy, credit reports, and real estate title reports.

Strong analytical, oral and written communication skills.

Project Highlights:

Developed and managed a pipeline of 800 HELOC loans with support of five team members. I implemented flow charts based on the product and developed procedures per credit policy that aided in the fastest moving pipeline in the channel. As the result of the cross training that was implemented each team member had full product knowledge, credit policy and full functionality of procedures resulting in a 0% error rate.

EDUCATION

2008-2010

Associates Degree - Arts of Business

Phoenix University

St. Louis, Mo

1991-1995

Webster Groves High School

St. Louis, Mo

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