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I am organized, dependable and motivated person with strong customer s

Mount Airy, Maryland, United States
March 13, 2019

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Karen Kane

**** **** ***** *****

Monrovia, Maryland 21770

(C) 240-***-****


I am organized, dependable and motivated person with strong customer services skills.

I have the ability to solve problems and respond quickly and professionally.

I possess excellent knowledge of Microsoft Office software to include: Word, Excel, PowerPoint, and Outlook.

Professional Experience

Wells Fargo Home Mortgage November 2016- Present

Customer Service and Recovery Group

Responsible for the research and resolution of escalated complaints including calls and written correspondence, setting cases up accurately to be routed to the appropriate department for resolution and response.

Complaints and Inquires come from a variety of sources including customers, Wells Fargo management, authorized third parties, regulatory agencies, title companies, other lines of business, and senior business leaders in reference to loan originations issues.

Responsible for researching the customer’s concerns, account files or applications to identify any potential opportunities, compliance, or regulatory issues that could cause a legal, financial, or reputational risk to Wells Fargo

Knowledge with working with Compass, Black Knight Financial Service System, Icmp, Reckon and RMS, Hogan systems.

Working closely with Team Manager to position myself to transition to the Team Lead Position when that need arises and our Team grows.

Member of the Creativity Committee, helping to align and ensure our Team grows and feels apart of the larger parent group in Iowa with monthly Team Building activity’s.

Hopewell/Stinchcomb May 2014 –November 2016 District Manager

Responsible for managing 10 Home Depot locations as a third party vendor for trees and shrubs.

Manage merchandiser employees at each of my locations training them on setting, staging and pricing Hopewell’s product to be displayed for customer sales.

Work closely with Home Depot store managers and associates to build customer relations and gain productive sales to meet sales quotes.

Maintain daily work flow spreadsheets and delivery schedule data sheets as well as employee time sheets and work related expense reporting.

Create seasonal holiday displays to promote sales.

Westminster MD location won regional award while I was managing the store.

CitiMortgage Team Lead, MD Office September 2008 – May 2014

Loss Mitigation Operation Analyst Team Lead

Maintained daily workflow and Managed 20 Loss Mitigation Specialist from Underwriting to Quality Control to Closing and Booking

Processed daily spreadsheets to ensure team was meeting and exceeding Citi Mortgages and the Investors standard of work ethics and customer service.

Responsible for all files that come in from Naca Executive Response Unit and Fannie Mae Investor.

Maintain an organized workflow from the beginning of the file to the end when a loan moratorium or modifications, helping my team successful manage a large pipeline of files.

Work closely with our outside vendors to maintain an open communication on their files while maintaining a pipeline of credit risk problems, resolving any issues throughout the Loss Mitigation process professionally and accurately.

Manage daily reports to ensure that the borrowers return the loan documents in a timely manner.

Worked closely with our investors, Freddie Mac and Fannie Mae and CitiMortgage Risk files to ensure accurate file flow process for the Home Affordable Loan Modification plan.

Managed Closing and Booking team while Unit Manager was out on extended leave.

Strong knowledge of bank operations and regulations, to include Anti Money Laundering guidelines to mitigate credit risk.

American Bank Mortgage May 2006 - June 2008

Production Support Specialist

Evaluate potential customers loan needs to determine which of our investor’s best fit the credit requirements.

Work closely with Production Manager, Loan Officers and Conduit Investors to establish and maintain monthly funding goals.

Responsible for locking and pricing loans based on investor guidelines and profit margin summary reports for each region of the conduit and wholesale channels.

Responsible for accurately maintaining a large pipeline from each investor, processed loan change request, relocked and reevaluated the guidelines to ensure the change still met investor provisions.

Processed Fannie Mae files from the Broker and Loan officer's operating system to our system.

Work with investors to maintain correct loan parameters were met and proper pricing was given throughout the loan process.

Worked with our post closing, post funding and investors to reconcile market variance reports to ensure correct monies were paid out to our staff.

Responsible for uploading and distributing the daily rates sheets to our many business channels.

Partners with Internal Bank departments, as well as external entities, to build professional rapport and mutually beneficial relationship.

Daily use of critical thinking and analytical skills to review investigative reports to detect suspected or confirmed fraudulent transactions and policy violations.

Aurora Loan Services April 2004 - May 2006

Broker Sales Coordinator

Responsible for answering 1000 plus calls monthly consisting of loan status, pricing and loan scenarios regarding Aurora loan products and guidelines.

Foster strong relationships both internal and external clients, including team members, Account Executives and brokers.

Work closely with Team Coordinator and to establish and maintain monthly funding goals averaging $ 40 million.

Actively work pipeline for assigned Account Executives to met funding goals.

Escalate problem files and questions to Credit Risk for quick resolution.

Manage Client Service Representative to ensure quality customer service is provided.

Meet weekly with each Account Executive to discuss new accounts, pipeline management and customer issues.

Manage daily reports to ensure correct team codes and Account Executives are assigned, update when necessary.

Created and implemented a "Welcome Call process to introduce new clients to Aurora products, pricing and process.

Strong error detection, analytical and problem solving skills, and mitigation credit issues limiting the risk to Account Executives and Brokers

Responsible for accurately maintaining a large pipeline from each Account Executive and Broker processed loan change request, relocked and reevaluated the guidelines to ensure the change still met investor provisions.

Wells Fargo Home Mortgage October 2003 - April 2004

Mortgage Processor/ Underwriter

Responsible for processing 250 loan files monthly.

Accurately input loans into Lps/Nts systems to pull credit reports.

Discussed issues with credit and worked towards a resolution.

Ordered title work and appraisals for loans in the pipeline.

Prepared and mailed commitment letters.

Work with customers to obtain all outstanding conditions.

Obtained closing documents from customer, worked with consultants and closing agents to verify their accuracy and completeness.

Responsible to complete Government compliance checklist on all files moved to closing.

Obtained level 2 Underwriting Authority to decision loans.

Debtscape December 2000 - October 2003

Financial Credit Counselor

Responsible daily to an average of 100 inquires regarding debt consultation.

Verified client’s financial portfolios with creditors to negotiate lower payments and interest rates.

Set up client’s payment plans.

Actively monitored clients payments, processed contracts and budgeted worksheets to ensure accurate contract proposals were submitted to creditors.

Davis Instruments June 1998 - December 2000

International Sales/Domestic Sales

Responsible for responding to international and domestic requests for quotations for test, measurement and calibration equipment.

Determining freight charges on all international requests.

Research any technical request, by verifying technical data on specification sheets, or contacting the manufacturer of the instrument.

Processed and issued return authorization numbers for our calibration lab.

Executed excellent organizational skills by combining a packet beginning with the first request from the customer and ending with payment for the order.

Processed payments for international orders, tallied totals for weekly sales figures.

Worked in conjunction with our outside sales team to ensure their customers had prompt response to questions or problems.

To further my knowledge in the instrumentation field I attended Fluke "Master the tools of the trade" process calibration-training seminars. In addition I also attended weekly product-training seminars to expand my product knowledge.


Anne Arundel College Business and Marketing Classes

Completed Underwriting Authority Level 3 with Wells Fargo

With Aurora Loan Services I took many mortgage training classes as well as management training courses.


Wilson Parrot Foundation Volunteer Coordinator 8 Years

On the Board of Director’s and Webmaster for the Frederick Fury Youth Hockey Association.

Webmaster for the Urbana Youth Hockey Association website.

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