Customer Service Manager
Resume:
KIMBERLEY ADAMS-LEWIS
Cedar Hill, Texas 214-***-****
ac8ecc@r.postjobfree.com
Solutions-focused professional with extensive experience monitoring, analyzing, and accurately executing medium to high complexity transactions to support business operations and mitigate operational and financial risk.
Award-winning customer service, working with clients and vendors to support partnerships, communicate issues, and negotiate mutually-beneficial arrangements.
Core Competencies
Data Analysis and Research
Risk Assessment and Mitigation
Account Reconciliation
Complex Problem Resolution
Quality Control
Regulatory Compliance
Operations Analysis & Reporting
Data Integrity
Process Improvement
Staff Training and Mentorship
Team Leadership
Strategic Planning
PROFESSIONAL EXPERIENCE
Veritex Community Bank • Dallas, Texas • 2018 to 2018 Mortgage Analyst
Analyze and compile data from myriad sources to determine credit risk and loan eligibility for applicants in the Texas area, including. Assess tax returns (personal and business), credit reports, loan history, bank statements, and applications to create comprehensive files and recommendations for home, and business loans. Source data Navigator System and determine net worth using personal and business financial documents. Create credit memos, and Loan Approval Report Request for each loan submitted for approval. Key Achievements:
• Ensured compliance with company guidelines and legal regulations.
• Met production goals while maintaining underwriting integrity and overall profitability of the product line.
• Evaluated incomplete and incorrect files, resolving compliance and content issues. Small Business Administration • Ft. Worth, Texas • 2017 – 2018 Loan Specialist
Analyze and compile data from myriad sources to determine credit risk and loan eligibility for applicants in the United States, including Puerto Rico and Virgin Islands. Assess tax returns (including Puerto Rican), credit reports, loan history, and applications to create comprehensive files and recommendations for personal, home, and business loans. Interview applicants to complete assessment. Source data from Capital Access Financial System and determine net worth using personal financial documents. Continually follow up on accounts to ensure progression through system. Key Achievements:
• Delivered assessments and tracked accounts for insurance companies, preventing duplication of benefits.
• Verified completion of files and finalized process for approved loans, educating clients on terms. Nationstar Mortgage, LLC • Irving, Texas • 2013 – 2017 Underwriter II
Dissected property titles, assets documentation, income, credit reports, etc. to ascertain credit-worthiness of borrowers. Researched and underwrote conventional, conforming, jumbo, and harp loans. Compiled data for Desktop Underwriter (Fannie Mae) and Loan Prospector (Freddie Mac) loans.
Kimberley Adams-Lewis
Cedar Hill, Texas 214-***-****
ac8ecc@r.postjobfree.com
Page 2 of 3
Key Achievements:
• Led training efforts for new hires and educated staff on departmental best practices, efficiency, and company policies.
• Completed loan files on schedule by requesting missing information, clearing conditions, and submitting for approval. City Financial Inc. • Irving, Texas • 2007 – 2013
Underwriter Advocate
Deconstructed loans submitted from broker shops for purchase, purchasing and maintaining loans after detailed risk analysis. Determined loan potential of applicants through comprehensive study of assets, credit/loan history, and liabilities. Key Achievements:
• Ensured compliance with company guidelines and legal regulations.
• Teamed with correspondents and account executives to resolve issues; aided in dropping defect rate below 4% and preserved the standard.
Countrywide Financial Corp. • 2004 – 2006
Senior Underwriter, Prime Loan Desk
Underwrote loans through Desktop Underwriter after careful consideration of relevant financial data including credit and title reports, income, and assets to assure compliance with guidelines. Compiled information into single file, advising brokers and account executives on necessary documentation. Offered client alternative loan options if declined by desired program. Key Achievement:
• Monitored key performance metrics in order to achieve individual and team goals.
• Met production goals while maintaining underwriting integrity and overall profitability of the product line. Senior Processor
Reorganized subprime files, updating financial documentation and reevaluating for cancelation or reactivation. Ensured compliance with Home Mortgage Disclosure Act (HMDA) and other legal requirements. Scheduled reviews of information provided and scouted data for fraud.
Key Achievement:
• Tracked caseload of 60+ loans, working with account executives and brokers, validating assets, and procuring insurance as needed.
• Identified high-quality applications and maintained an expedient and balanced distribution of workflow. Sebring Capital Corp. • 2001 – 2004
Senior Underwriter, Freedom/Fast Trac
Employed Desktop DO Asset to underwrite low-credit (B/C) loans. Taught junior underwriters, account executives, and brokers about available products/services. Educated underwriters on loan completion guidelines and aided in resolving desktop issues. Key Achievements:
• Evaluated incomplete and incorrect files, resolving compliance and content issues.
• Trained entire team on proper processes and procedures for correcting deficiencies. PSB Lending Corp. • 2001 – 2001
Title One Claims Manager / Underwriter / Loss Mitigation Specialist Performed due diligence on loans 60+ days delinquent, negotiating with payer and collecting on government-funded home improvement loans. Filed 120-day delinquent accounts for payment by Department of Housing and Urban Development (HUD). Key Achievements:
• Trained new hires on communication with HUD representatives regarding necessary file information and claim payments. Kimberley Adams-Lewis
Cedar Hill, Texas 214-***-****
ac8ecc@r.postjobfree.com
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• Utilized strategies to rectify delinquency while maintaining customer satisfaction and avoiding costs associated with the foreclosure and judgment process.
Additional Experience:
Countrywide Home Loans Assistant Manager, Loan Mitigation & Second Liens 1997 – 2000 EDUCATION
Business Management Courses, North Central College, Gainesville, TX Computer Science Courses, Grayson County College, Denison, TX TECHNICAL SKILLS
Excel, Word, Outlook, AS400, DCMS, Capital Access Financial System, DIG, DCMS SLO Inventory Allregs, FileNet, Encompass System, Loan Prospector, Desktop Underwriter, Fiserv Navigator
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