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Customer Service Manager

Location:
Phoenix, AZ
Posted:
February 13, 2019

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Resume:

Dean Begay

**** * ******* *****, ********, AZ, **306

623-***-****

ac8hgq@r.postjobfree.com

Summary

Focus on Quality and Accuracy for Auditing of documentation; protect processes and documentation compliance with company requirements and government regulations. Middle Management Experience managing team of 10-30 on daily operations and call center experience.

Professional Experience

Eagle Home Mortgage/ Ryland Mortgage, Scottsdale, AZ

Consumer Loan Processor, June 2015- December 2018.

Strong working knowledge of computer systems (i.e., LOS, MS Office.).

Transitions to drive loan processing, facilitating direct borrower contact to fuel the original lifecycle to closing while performing initial examining of documents and applications.

Assess the standings of applicants through background research.

Follow up with clients to clarify important points and obtain all incomplete documents.

Finalize documents and keep clients informed in rules and obligations

Create and renew documents & records

Forge trust relationships and enhance customer dedication

Work within established regulations and adhere to law requirements at all times

Professional Experience

January 2009 –June 2015, Wells Fargo Home Mortgage, Tempe, AZ

Consumer Home Loan Underwriter, 2012-2015

Document processing & underwriting for regulatory compliance of 4-8 loans per day.

Examine all loan documentation including field services documents that include duties as SME.

Middle Management as Team Lead to direct team members with customers.

Daily direction of Loss Mitigation of 30-50 processors and Underwriters.

Provide individual training for underwriters & processors on transactions identified with material deficiencies, including identification of fraud red flags and inconsistencies.

Clearly communicate overall transaction quality and note deficiencies that are identified time sensitive.

QA Auditor, 2011

Managed reports and production logs for both internal and external clients and government auditors.

Executes testing strategies and methodologies; evaluates the adequacy and effectiveness of policies, procedures, processes, initiatives, products and internal controls and identifies issues resulting from internal and/or external compliance examinations.

Consults with key business partners to develop corrective action plans and effectively manage change to ensure regulatory compliance to govt auditing for all Loan Modifications, loan modification processing and underwriting reviews.

Loss Mitigation Team Lead, 2009-2010

Lead team of 10-15 Loan Processors within call center for Loss Mitigation.

Training, processing and auditing 10-20 Loan Modifications submissions per day.

Develop processors to improve compliance submissions and accuracy.

August 2006 – August 2007, Bear Stearns Home Loans Inc., Scottsdale, AZ

Correspondent Underwriter

Functions include reviewing and analyzing income, financial institution account statements & reports.

Duties included techniques of auditing, GAAP for accounting, interpret software applications and computerized products.

Issue written and verbal communication.

Training to Processors for auditing and review regarding principles and submittal practices.

Maintain superior customer service to all internal and external customers.

All duties followed to prepare products sale to secondary financial market.

October 2003 – August 2006, New Century Mortgage, Scottsdale, AZ

Wholesale Mortgage Risk Manager

Reported & Prevented Loan Loans of $5-$20 Million per month for loan fraud attempts.

Review Corporate Credit depart, Corporate Attorney and internal audit department; Associate Authority Delegation Testing, Underwriter performance.

Provide training and SME to team of 12-20 underwriters and 30-60 Processors.

Complete Property Inspection Research and analysis and field services documentation related to secondary and investor Relations.

Review loans of high risk and resolve issues to limit risk exposure, identify trends that cause unusual business practices and expense.

Operation center examinations for audit referral of SLQ, SAS and adhoc reports.

Duties as Team Lead for Risk Managers.

July 2003 – October 2003, First Horizon Home Loans, Phoenix, AZ

Senior Underwriter II

Responsible for reviewing and evaluating all electronic documentation results to ensure compliance with department guidelines, state, federal laws and lending regulations.

Review income, self-employment statements, asset statements, purchase contracts and completed applications.

Transaction Authority $450,000.

November 1997 – June 2003, Wells Fargo Home Mortgage, Phoenix, AZ

Underwriter, 2003

Verify the accuracy of documents for income, assets, and credit and appraisal valuations.

Review applications, credit ports, appraisal for private mortgage insurance requirements.

Results complied with measurable franchise standards ensuring compliance with department guidelines, state, federal laws and lending regulations.

Transaction Authority of $1,000,000.

Loan Processor Team Lead, 2001-2003

Lead team of 7-12 Loan Processors with review and submittal duties for transaction closings, loan submissions and underwriting loan products.

Day to Day training, processing and audit of team members for call center.

Call Center Servicing Department Team Lead, 1999-2000

Oversaw 9-20 Customer Service Agents.

Manage daily call queues to standard metrics.

Audit documentation and process referrals to Loss Mitigation regarding accounts in default status.

Education

The University of New Mexico -Associates Degree.



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