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Customer Service Quality Assurance

Location:
Garland, Texas, United States
Posted:
February 25, 2018

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Resume:

DEAN WILSON

469-***-****

OBJECTIVE

Over ** years of experience in the mortgage banking industry. Academically sound and fully knowledgeable in all aspects of loan origination, underwriting, servicing and home retention. Highly dedicated, innovative professional with solid math and auditing skills. I was instrumental in developing policies and procedures for modifying complex loan products for one of the largest lenders. Quick learner capable of adapting and working independently in a fast paced environment.

Professional Development

B.Sc. Business Administration

University of London

Various trade,banking and financial courses and seminars to enhance my education and job performance, from construction and finance to tax credits and fraud investigation. Ability to Manually underwrite mortgage loan files, DU & LP experience with detailed knowledge of FHA and Conventional underwriting practices.

Career Progression

BNY (Bank of New York) Modis Contractor 10-/2017-Present

Document File Corridinator

Reviewed files for all documents.

Located all files in file vault 500-1200 daily.

Added documents to file and updated as needed on a daily basis.

Transported file from Library area to distributed area, and distributed to other employees daily.

Kept daily spreadsheet and log of completed and missing documents and files daily.

Corelogic (Staffing Agency) Contractor 07/2017-10/2017

Insurance Corrdinator

Kept detail Spreadsheet of HOA Offices

Made calls to obtain proof of Insurances for properties, with Follow ups every other day until obtain.

Set copies of Insurance to our department to be file into file of owner.

Requested documentation of phone numbers, addresses, email and fax number to update client information for future request.

Requested call back for additional information if no answer.

Capital One (Collabera) Contractor 02/2017-06/2017

Credit Bureau Analyst

Maintained a daily spreadsheet for MSP, ING, GPM incomplete loans.

Provided a Tracker and a number of loans on spreadsheet saved to a share drive.

Review and noted scores of loans that was scored by Audit team. (maintained a score of 95% and above).

Created, printed and mailed out response letters to customer/borrowers that set in a response for fraudulent scores brought against their credit reports for all 3 major credit reports.

Held weekly meetings of progress reports and customer complaints on a daily basis.

Reviewed and responded to all letters by due dates, set in by customers/ borrowers, to validate or confirmation of errors that was brought against them.

Money Gram (DISYS) Contractor 09/2015-01/2017

Auditor Analyst

Review AML cases for (SAR) Suspicious Activity Determination (Date).

Searched for Flipping, Structurting, gambling/semantics, money trafficking.

Reviewed loans for errors from analyst, grammar, External System Research.

Reviewed Subject Information for errors, product type, activity type, currency type, how many transactions.

Case and supporting documentation, cleared and closed narrative.

Multiple Case Returns & 24-hour SLA, Attachments - Naming Conventions and WL Entries/Records & Referral Forms.

Reviewed credit reports from the Mortgage Servicing Platform system.

Reviewed and resolved all disputes from all customers.

Created written responses with a list of actions to follow for the next 30 days.

Cleared all disputes by dead lines.

Worked through a Auto dialer as well as a manual phone to reach out to individual, 150-200 plus calls pet dial resolving issues, with a 110 percent great Customer service.

Worked thru a MSP system daily with dual monitors.

Conduct audits on cases and file internal memory

Rushmore Loan Management Services 05/04/2015-06/2015

Vendor Management (contractor)

Insuring Regulation C requires financial institutions to maintain and annually disclose data about home purchases, pre approvals, home equity loans, and refinance applications involving 1-4 multi-family dwellings.

HMDA, serving the housing needs of communities, and assist public officials in distribution of public investments for attracting where as needed. Identify possible discrimination learning patterns and enforcing antidiscrimination status.

Reviewed credit bureau reports for errors and fraudulent statements.

Cleared all disputes by deadlines.

Mailed out written responses to be followed within the next 30 days.

Reviewed and resolved all disputes from customers related from the MSP

Insuring the goal of the HMDA and Reg C was to help public officials better distribute public sector investments, and all mortgage data was publicly available.

Under the direction of the Quality Assurance Manager, is responsible for the ongoing review of all mortgage loans originated and processed within the mortgage company

The primary purpose of the review is to determine the level of Supreme Lending’s procedural and regulatory compliance.

Accurately audits loans to determine documents, data and conditions support data submitted through AU system

Audits for data integrity and accuracy, including recalculation and re-verification of income, employment, assets, identity and occupancy

Ensures that loans meet agency, investor, Supreme Lending and program guidelines as well as regulatory compliance requirements

Assists in the review of cancellations, rejections, early payment defaults, early foreclosures, and special requests as needed

Maintains a professional image and adheres to standards consistent with company policies and procedures

MitchellMartin (Resource Staffing)

Resource Research 12/2014– 04/2015

Called brokers daily to request appraisal value on different properties.

Requested documents for updates through emails and fax.

Handled over 20 to 30 files for completion per day.

Kept daily completion of files and emails on excel spreadsheet.

Returned all phn calls from brokers before end of business day.

Request all information of property liens, taxes and sales from brokers.

CVS Staffing-Chase Mortgage 09/2014 – 11/2014

Underwriting Modifications (contractor)

Reviewed borrowers loans that need modifications to set them up on payment plans to get caught up on loans, verified documents to make sure none were expired, requested documents as needed, credit reports, additional appraisal, employment verification, bank statements and identifications copies.

Supreme Lending 03/2013 – 06/2014

Quality Assurance Auditor

Insuring Regulation C requires financial institutions to maintain and annually disclose data about home purchases, pre approvals, home equity loans, and refinance applications involving 1-4 multi-family dwelings.

HMDA, serving the housing needs of communities, and assist public officials in distribution of public investments for attracting where as needed. Identify possible discrimination learning patterns and enforcing antidiscrimination status.

Insuring the goal of the HMDA and Reg C was to help public officials better distribute public sector investments, and all mortgage data was publicly available.

Under the direction of the Quality Assurance Manager, is responsible for the ongoing review of all mortgage loans originated and processed within the mortgage company

The primary purpose of the review is to determine the level of Supreme Lending’s procedural and regulatory compliance.

Accurately audits loans to determine documents, data and conditions support data submitted through AU system

Audits for data integrity and accuracy, including recalculation and re-verification of income, employment, assets, identity and occupancy

Ensures that loans meet agency, investor, Supreme Lending and program guidelines as well as regulatory compliance requirements

Assists in the review of cancellations, rejections, early payment defaults, early foreclosures, and special requests as needed

Maintains a professional image and adheres to standards consistent with company policies and procedures

QA/ Pre-Funding Auditor

This position works in the Quality Assurance Unit on assigned audits, including FNMA and discretionary audits

Responsibilities include reviewing mortgage loans prior to funding for adherence to company standards, investor and agency guidelines, regulatory compliance laws; the preparation and distribution of audit exception notifications and reports; communicating audit exceptions to appropriate business units; and, facilitating corrective action as appropriate

Additionally, the position requires the QA Auditor to perform the following duties:

oEvaluate and document the general quality of loans originated by the company by conducting pre-funding and other discretionary audits against established audit criteria in Second Look software.

oEnsure production complies with company's policies/procedures; investor requirements; state/federal regulations; and insurer/guarantor requirements.

oIdentify potential red-flags or causes of concern that may not be listed under established audit criteria.

oResearch and investigate exceptions, red-flags and concerns by gathering, analyzing and interpreting pertinent information and documentation to ensure potential risks are mitigated and all guidelines, requirements and standards are appropriately met.

oProperly assess and respond to fraud indicators.

oDemonstrate proficiency in automated underwriting applications and ability to assess results.

oReview appraisal for accurate property valuation.

oEnsure documentation is appropriate to support credit decision.

oEnsure loans meet FNMA and FHLMC guidelines.

oCommunicate with underwriting/management regarding QA conditions.

Plaza Home Mortgage 05/2012 – 02/2013

Quality Control

Review flood calculator, flood validation, flood zones

Verify Knowledge of complete Compliance Management Program Framework, specifically as it relates to: Governance, Training, Risk Assessment, Corrective Action, Decision Making, Monitoring and Reporting.

Review escrow and non-escrow, NOE, Confirmation, AKA

Provide complete training for all new employees

Review files from loan processors ensuring compliance through the life of the loan; including calculating Loan to Value (LTV) [TX / LA]

Maintain a detailed daily spreadsheet of all reviewed loans through the “Loan Center Appro system”

Review borrowers Applications for complete accuracy and comparing mailing address to Collateral address

Extensive review of Appraisals, Titles, Credit Reports and Flood Certifications

Review VOM’s, Mortgages, faxback reports

Check for AVM, 2055- URAR-LAPP

CAPITAL ONE / Collabera Staffing Agency 08/2010 – 03/2012

Senior Quality Control Compliance Analyst

Review files from loan processors ensuring compliance through the life of the loan; including calculating Loan to Value (LTV) [TX / LA]

Maintain a detailed daily spreadsheet of all reviewed loans through the “Loan Center Appro system”

Review borrowers Applications for complete accuracy and comparing mailing address to Collateral address

Extensive review of Appraisals, Titles, Credit Reports and Flood Certifications

Review VOM’s, Mortgages, faxback reports

Check for AVM, 2055- URAR-LAPP

Perform mortgage credit analysis to determine borrower’s willingness and ability to repay the mortgage debt. (Review the credit package to determine mortgage amount and term, calculating required investment, determining assets available for closing, analyzing credit history, calculating proposed monthly housing expense and recurring debt

Verify TX Homestead Verifications; HOI Policy, HOA documentation and coverage amounts

Review flood calculator, flood validation, flood zones

Verify Knowledge of complete Compliance Management Program Framework, specifically as it relates to: Governance, Training, Risk Assessment, Corrective Action, Decision Making, Monitoring and Reporting.

Provide complete training for all new employees

EMC MORTGAGE (BEAR STEARNS) 04/2006 – 04/2009

Senior Mortgage Underwriter (frontline)

Underwrite loans using manual underwriting and automated underwriting system and (DU/LP): Issue credit decision -Review and analyze credit, income, debt ratios, assets, and appraisals, condition files as well as clear conditions. Heavy phone customer service with Account Executives and Brokers

Responsible for the daily review of loan applications to evaluate loan to value, debt ratios, income, credit and assets

Approving or decline loans based on loan documentation according to FNMA guidelines

Ability to develop procedures to increase productivity and efficiency while working under pressure to increase total number of loans closed or funded per month.

Proven skill to review Purchase Agreements, Title, and Appraisal, Insurance documents, Power of Attorneys, Credit Bureau Reports and Income documentation relevant to approve or decline a file

SAXON MORTGAGE 02/2000 – 03/2006

Senior Mortgage Underwriter (frontline)

Underwrite loans using manual underwriting and automated underwriting system and (DU/LP): Issue credit decision -Review and analyze credit, income, debt ratios, assets, and appraisals, condition files as well as clear conditions. Heavy phone customer service with Account Executives and Brokers

Responsible for the daily review of loan applications to evaluate loan to value, debt ratios, income, credit and assets

Approving or decline loans based on loan documentation according to FNMA guidelines

Ability to develop procedures to increase productivity and efficiency while working under pressure to increase total number of loans closed or funded per month.

Proven skill to review Purchase Agreements, Title, and Appraisal, Insurance documents, Power of Attorneys, Credit Bureau Reports and Income documentation relevant to approve or decline a file

COUNTRYWIDE HOME LOANS 11/1997 – 01/2000

Senior Quality Assurance Underwriter

Worked on a project that was involving both manual underwriting and due diligence of closed loans. These loans were to be sold back to the original lender. Primary focus was to prove that the loans were not fully underwritten based on the company’s guidelines. Worked very close with Attorneys and Management

This facility manages the client’s loan-level quality assurance by reviewing loan files, analyzing and reporting on significant loan quality trends, and initiating necessary action(s) to mitigate losses

Review closed loans for eligibility with respect to the Client’s Selling Guide, DU Guide, and/or negotiated terms as defined by contracts with the client’s lender partners

Perform risk analysis and make decision regarding deficiencies identified during the review process

Identify transaction components that indicate a potential for fraud and perform sufficient investigative work to resolve issues that are identified

Record data and review conclusions in QAS-Quality Assurance System

Professionally communicate the results of file reviews both verbally and in written format to internal and external customers

Maintain a sound knowledge of Fannie Mae/Freddie M

SEBRING CAPITAL 12/1996 – 12/1997

Loan Modification Underwriter

Responsible for approving and declining workout proposals from workout negotiators.

Recommending workout options and modification terms on delinquent loans.

Reviewing modification analysis sheets, credit reports, appraisals.

Evaluating and synthesizing data to ascertain loan modification viability and identify risks issues.

Performing straight capitalization, term extension and step rate modifications.

Calculating and analyzing borrowers’ income, DTI, PTI and LTV ratios.

Thoroughly reviewing VOI, RFD letters and other loan documentation.

Making sure loan modifications are in compliance with company, government, investor and PMI company guidelines.

Responsible for quality control and signing off on loan modification packages before they are sent to borrower.

Functioning as subject matter expert on modifying Daily Simple Interest Loans.

Developed department policy and procedure for modifying and reviewing DSI loans.

Continuously recognized for exceptional contribution to the department and also as top performer



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