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Quality Control Customer Service

March 22, 2018

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Juanita O’Neal

Chicago IL. *****;; 773-***-****

SUMMARY: Senior level Underwriter with over 20 years of banking industry experience. Demonstrated expertise in areas of underwriting, quality control, operations, compliance, post closing customer service, and staff management within residential retail and wholesale mortgage division.


Loan Underwriting: Manual, LP, and DU Automated Underwriting; Forensic Underwriting (16 years); Conventional, FHA and VA loan processing (4 years); Loan Originations (2 years); Knowledgeable in FNMA, FHLMC, private mortgage insurance guidelines (20 years) Heavy concentration on investor and Jumbo


Computer Literacy: Microsoft Excel Template programming, Microsoft Word, Microsoft PowerPoint and Microsoft Outlook, Encompass, Contour, Blitz Doc’s, Zippy, Unified, Pro-Point Loss mitigation and HAMP software, experienced with paperless systems and Document Imaging (8 years).

Loss Mitigation and Reporting:

Loan Modifications, Loss mitigations, and loan repurchase feedback (6 years), Knowledgeable in HAMP, HARP, HMDA Reporting, Secondary Market.

Quality Control and Due Diligence: Post Close Underwriting, Regulatory Compliance review (6 years); excellent interpretations of new RESPA and compliance guides and due diligence requirements and new loan office compensation

Federal Home Loan Association’s Webinar Training: Collateral Assessment; Sound Prudent Underwriting; Condo Project Eligibility; Freddie Mac Quality Control; Mortgage Servicing Fraud Trends; HMDA and New RESPA regulations; FHA Underwriting training (2010-2011)

Employee Management and Leadership: Interviewing candidates; resume filtering; approving coordinating employee schedules; training and mentoring employees; ability to handle confidential material in a professional, highly ethical manner


Remote Mortgage Underwriter, Royal United Mortgage LLC, Indianapolis, Indiana 09/2015 to 02/2018

•Effectively reviewed 120 loans per month quality control random audits performed rating 90%

•Effectively performed full package risk analysis including compliance on 1/4 family residential home loans, make decisions regarding deficiencies identified during review

•Professionally communicated decision in computerized format distributed to external team

•Train, lead and guide loan officers with guidelines and product knowledge

•Effectively reviewed all condition files within 24 to 48 hrs.

•Effectively and productively retained closing ratio of 92%

Mortgage Underwriter-QC Auditor, Cross Check Compliances LLC, Chicago, IL 02/2015 to 8/2015

•Effectively reviewed 100 loans per month within each quality control audit assigned

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

•Effectively identified in review 80% transaction components that indicate potential fraud and perform sufficient investigative work to resolve issues that are identified.

•Record data and review conclusion in system

•Professionally communicate the results of file review in written format

•Meet and exceed 90% timeframe deadlines and monthly deliverables.

•Responsible for maintaining knowledge level regarding underwriting, process and regulatory changes and agency guidelines as they relate to quality control audit functions.

Remote Senior Mortgage Underwriter, AmeriSave Mortgage Corp., Atlanta, GA 01/2012 to 1/2015

•Effectively reviewed 80 loans per month funding 60 well over company goal

•Effectively in compliance with FNMA, FHLMC, government, state, and company guidelines error rate 7% and QC audit pass of 90%.

•Reviewed first and second conventional residential loans, 75% investor and self-employed,Jumbo, Manuel, LP and DU approval

•Reviewed credit, tax returns, financial statements, appraisals, title, escrow instructions, and RESPA

•Reviewed file conditions meeting SLA commitments of 24 to 48 hours turn-around time

•Trained, guided and assisted processors and loan officers with underwriting guides

•Tracked and monitored daily loans and reports issued to board members and managers

Senior Mortgage Underwriter, DEVON Bank, Chicago, IL 9/2010 to 12/2011

•Reviewed first and second 1-4 family residential loans for Manuel, LP, and DU approval and reviewed loan modification request

•Analyzed income, credit assets, title, and appraisals of Manuel loans for to determine value and provided recommendations for the board

•Updated processors and loan officers in all with the status of decisions

•Reviewed 80 to 90 files per month increasing the company quota

•Reviewed complex self-employed and investor loans

•Contributed to creating underwriting and establishing and managing a Quality Control Program which diminished the audit defaults by decreasing the error rate from 60% to 15%

•Reviewed 45% HAMP files and HARP 2 FILES on a monthly basis

•Reviewed and analyzed conventional mortgage insurance companies and internal processes and systems of companies

•Appraised residential properties with thorough analysis of complex financial statements, complex loan scenarios for high end borrowers, credit reports, and ratios

•Planned and conducted internal audits and financial analysis, preparing clients for government audits

•Prepared reports and audit findings determining controls and best business practices

•Created and managed the internal fraud unit

•Maintained company timelines and agreements and volume goals

•Provided training on New Reaps Laws, HMDA Compliance, and new loan office compensation

•Contributed to the generation of loan posts and comprehensive reports to distribute to Board members

Senior Processor, The Private Bank, Worth, IL(Contract), 5/2010 to 9/2010

•Managed front line and quality control underwriting for all conventional, FHA, and VA Loans

•Determined eligibility of closed loan files while maintaining requirements of the FNMA and FHLMC guidelines

•Conducted risk analysis and determined eligibility based on deficiencies and potential fraud risks

•Reviewed incoming loans requests from various states for required documents, standard income qualifications, asset requirements, and HMDA compliance

•Collaborated with brokers to track and obtain missing data

Senior Underwriter/Auditor, FCM Direct Lending, Oak Brook, IL (Contract/Perm) 9/2008 to 5/2010

•Loan Modification and Loss Mitigation review 55%, Reverse Mortgage review 15%

•Audited mortgage loan according to the FCM Lending, Federal, and State guidelines and timelines

•Maintained volume standards by reviewing loan modifications under HARP and HAMP guidelines

•Determined origination underwriting deficiencies against original investor or MI guidelines

•Contributed data findings for continuous analysis and proper delivery of client reports

•Maintained quality control and volume standards while delivering within 100% of company goals

Underwriter, Triad Guarantee, Schaumburg, IL 10/2003 to 7/2007

•Underwrote conventional loans, delegated MI Underwriting, both conforming and non-conforming

•Verified and ensured completeness of loan file documentation, guidelines followed, fraud prevention evaluation, income qualifications, and credit evaluations, collateral, title and disclosures

•Reviewed 8-10 loans daily

•Collaborated with more than 15 brokers, providing written reports, loan findings, and decisions

Processing Manager, Marquis Financial, Chicago, IL 9/2001 to 10/2003

•Led and trained team in processing department

•Increased efficiency and compliance with proper quality control measures in file imaging

•Streamlined the automated process of risk management to reduce losses and increase productivity

•Increased monthly closings by 60%

•Coordinated with lenders regarding compliance and revised regulations accordingly

•Provided all human resource training

Underwriter, Noble Mortgage, Allentown, PA 7/1999 to 8/2001

•Underwrote conventional mortgage loans including both conforming and non-conforming

•Underwrote 6-8 loans daily; closed 90% of pipeline

•Verified assets, validated income, and reviewed collateral and compliance

•Reviewed unusually complex underwriting and functions

•Prepared reports for review ensuring accuracy, consistency, and completeness of documentation

•Assisted with re-negotiations and pricing

Underwriter, Washington Mutual, Pittsburg, PA 5/1994 to 3/1999

•Underwrote manual loans in accordance to FNMA guidelines

•Underwrote 10 automated loan files daily

•Determined if automated caution loans could be converted to approval eligible status (60% of the loans were able to be converted)

•Responded to FNMA quality control feedback letters

Mortgage Underwriter, Bank One, Chicago, IL 7/1991 to 4/1994

•Reviewed large condo and PUD projects ensuring eligibility to secondary market guidelines

•Validated income requiring expertise with complex tax returns of individuals, S corporations, C corporations, and partnerships

•Trained and led 10 loan officers to comply with industry guidelines including: FNMA and FMLMC guidelines, secondary market REPS, and warranty policies

•Underwrote manual loans closed at least 80% of pipeline


Harold Washington College Chicago, IL 1986-1988

Bookkeeping and Accounting

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