Customer Service Management
Resume:
Tonya Sims
************@*****.***
Career Summary
Financial Services Professional with extensive knowledge in Originations/Default Services and transferable skills that can benefit various industries. Results driven with strong sense of urgency and high level of responsiveness. Strong Communication, and Interpersonal Skills. Excellent multi tasking abilities and adapt to changing priorities while maintaining Vision, Strategy & Tactical Execution. Expertise in regulatory and agency guidelines, understanding of operational risks and related controls. Constantly work effectively with people at various levels within the organization. Compliance, Risk, Audit, and Income/ Credit Analysis. Proficient in Microsoft Suite.
Professional Experience
U.S. Bank, Irving, TX 2016-2017
Underwriter II
Underwrite modification applications for FHA, FNMA, FHLMC, Government and Private Investors for both HAMP and non-HAMP eligible loans and perform thorough analysis to ensure the quality of each loan and determine compliance with Treasury, Company and Investor guidelines. Determine conditions or provide clarification to Processors to obtain necessary documents from borrower to complete the file for decision. Maintain a combined monthly production and quality scorecard of 90% or higher. Consistently rank in the high percentile on the team and Dallas Underwriting Site. Selected to assist with Department Special Projects and to provide feedback to Management on Department Procedure Improvements.
Conducted analysis on Verification of Income (VOI), verified occupancy, hardship, analyzed tax returns, income calculation on all income types including but not limited to wage earners, self-employed, Social Security income etc., and used expense and liability information from credit bureaus and borrower-provided documentation to calculate income
Entered income and obligation results into an automated loss mitigation decisioning system to determine eligibility and waterfall options for loss mitigation assistance (rate reduction, term extension, deferred principal)
Identified and resolved exceptions by reviewing and interpreting data
Carlisle & Gallagher, Dallas, TX 2015-2016
Reconciliation Auditor
Performed Financial Analysis and account reconciliation for one of the top U.S. Banks. Audited Team 1 Reviewer files for accuracy prior to submission to comply with OCC Consent Orders. Maintained 95 percent quality or higher and exceeded daily production goal of 8 submissions per hour.
•Audited Team 1 Reviewers to determine accuracy for recoverability for fees and costs that occurred during default cure events and liquidated stages (Modifications/Reinstatements/Completed Foreclosure/Short Sale/ Deed in Lieu/Service Transfer/Paid in Full)
•Reviewed account for compliance to comply with specific Government regulatory laws/ OCC Consent Orders
•Analyzed Team 1 Reviewers files to ensure adjustment entries applied accurately for recoverable, third party, and non-recoverable costs
JP Morgan Chase, Lewisville, TX 2009-2014
Quality Assurance Specialist, (2012 2014)
Reviewed documents to ensure compliance for short sale/ deed in lieu programs, specialized in FNMA loans. Exceeded goal of 7 loans/hr. on assigned Fannie Mae portfolio averaged 8.34 loans/hr., which totaled 119 % to goal while reducing 2 day SLA (Service Level Agreement) and Awarded Employee of the Month Consecutively for Top Performer for exceeding loan goals.
•Reviewed financial documents to comply with company/government quality/risk standards to mitigate risk
•Analyzed credit reports for fraud prevention and escalate potential risk
•Performed monthly audit with focus on providing feedback to management for process improvements
JP Morgan Chase
Processor, (2010 2012)
Maximized revenue by expediting liquidation process to prevent foreclosure. Achieved year end loan quality score of 100% and customer service score of 99%.
•Provided detailed information to assigned homeowners on document requirements for government short sale
•Specialized in document preparation on government short sale for negotiators/closers prior to file approval
•Maintained frequent analysis on loan to request postponement on impending foreclosure dates
JP Morgan Chase
Loss Mitigation Specialist, (2009 2010)
Exercised accurate credit decisions/recommendations using prescribed guidelines. Consistently exceeded monthly quality and production goal
•Discussed loss mitigation options with borrowers that were appropriate depending on the borrower's hardship, value of the property and investor/mortgage insurance guidelines
•Utilized tools to calculate income and presented effective repayment plans, modifications, deferments, and short sales that reduced loss and prevented foreclosure
•Safeguarded company funds and investments
Countrywide/Bank of America, Plano, TX 2005-2009 Property Preservation Supervisor, Foreclosure/REO (2007 2009)
Maintained Vendor invoicing management assistance and resolved escalated issues. Experienced in asset recovery functions, and risk management. Exhibited leadership skills through identifying issues, analyzing process gaps and providing viable solutions.
•Organized and led monthly team and individual performance reviews to ensure team members understood new company weekly and monthly strategies
•Administered morning team meetings to discuss team strategy, to insure all team members understand business needs to effectively meet stakeholder expectations
•Developed and trained new and existing team members, received job trainer certification
•Extracted daily reports to ensure team members were meeting goals and expectations set by management
Countrywide, Plano, TX
State Coordinator- Property Preservation/ Foreclosure/REO (2006 2007)
Submitted bids to HUD and foreclosure department for approval/denials on vacant/occupied properties. Communicated daily with contractors on work order statuses
•Submitted and approved contractors/vendors work order bids on foreclosed properties
•Complied with HUD deadlines on contractor/vendor work bids submittals
•Consistently achieved high performing ratings
Countrywide, Richardson, TX
Underwriter-Originations (2005 2006)
Comprehensive knowledge of underwriting guidelines and restrictions for conventional and government-insured loan programs for both conforming and nonconforming mortgages. Collaborated with team members to drive deals to successful funding and close.
•Performed income/credit analysis and documentation review, loan-to-value ratios, debt-to-income ratios, loan closing and funding
•Maintained meticulous attention to detail in underwriting mortgages. Evaluated the financial strength of borrowers to determine risk and repayment capacity
•Promoted within eight months of initial hire and achieved third-highest loan funding rate among a 13- member underwriting team
Education
Bachelors of Business Administration, Strategic Management, University of North Texas, Denton TX, December 2005
Contact this candidate