Customer Service Quality Assurance

TOMI SH A Y O U NG

Castro Valley CA • Cell Phone 510-***-**** • acaaot@r.postjobfree.com

PROFILE

Experienced & Qualified Mortgage Management professional with over 13 years of mortgage, sales, customer service, management & operations

experience. A proven track record in managing & interpreting mortgage operations, policies & procedures while driving underwriting requirements,

customer service, customer loyalty, quality, & effective problem solving to ensure compliance and timeliness. Ability to communicate effectively across

business lines & functions. Motivating employees to assess their needs while building & tailoring a plan to maintain relationships with all parties involved.

Exhibits superior verbal & written communication skills, while building long lasting, professional relationships, with 3 parties, vendors, customers,

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colleagues & associates. Possesses superior leadership & training skills with the ability to resolve escalated issues and provide solid training.

Additional areas of expertise include:

MSOffice –Excel/Word/Access/DOS Analyze complex Loan transactions Mortgage & Real Estate

etc. Financial & Legal Document Review Coordinating/ Planning/Management

Credit Risk/ Policy & Procedures/Fraud Analyzing & Validating Data Policy/Procedure Development

Customer Engagement/Loyalty 85 WPM Keyboard/10 key Quality Assurance & Control

CA RE E R TRA CK

BANK OF THE WEST (SAN FRANCISCO, CA) – Financial Services

Quality Control Underwriting Consultant July 2013 Present

• Analyze credit review/risk documents, & identify loan & collateral data, based on BOW’s list of Required Data Elements. Also review historical

data (default, loss given default and exposure at default) & risk factor data to support Basel II requirements & model development.

• Underwriting review on commercial loans and collaterals, including but not limited to: real estate, commercial/industrial, agriculture, and small

business loan documents/ Reviews relevant data such as agricultural/real estate appraisals, balance sheets & customer tax information.

• Evaluates data in Access database against the source documents CRM, PCRM & CR’s based on data capture rules set forth by project team.

WELLS FARGO BANK (SANTA ANA, CA) – Mortgage lender

Home Loan Processor/Document Specialist/Jr. Underwriting Jan 2013 –July2013

• Successfully processed 60+ loans per month. Government/ conforming & non conforming loan/ Top Producer on Top Producing Team in May

• HARP, Conventional, FHA, Flood Specialist, Subordinations, collateral review, compliance, ordering required verifications & property specs

• Took on aged and “at risk” loans with the highest funding percentage in the company/ compliance with all mortgage requirements

• Reviewed all Credit documents, taxes, insurance, escrow, funding & closing.

PENNY MAC LOAN SERVICES (MOORPARK, CA) – MORTGAGE investment & trust specialty finance company

Purchase Review Auditor/Processor/Jr. Underwriter Jul 2012 – Jan 2013

• Purchase Review Audit/Processing/Funding evaluated policies & procedures to cost effectively assess salability and serviceability of loan files

• Internal Liaison Assisted with Underwriting and Property Valuation / Seller Liaison Customer Service and Customer Sales

• Compliance Management Quality Assurance Interact with Compliance Vendors on individual Loans/ Quality Assurance

• Secondary Marketing Liaison Interacting w/Secondary Marketing Dept. & Investors (FNMA, Freddie Mac, FHA and private label Credit policies.

THE GREENHILL GROUP (BEVERLY HILLS, CA) – Financial & Corporate Consulting and Wealth Building

Vice President of Operations/ Executive Assistant to President Jan 2007 – Jul 2012

• Managed design concept, strategic planning, permit process & commercial funding for new startup businesses.

• Hired, managed, & trained a staff of 8 employees. Prioritize multiple objectives and achieve volume goals.

• Operator of day to day responsibilities including budgeting, building & maintain relationships with customers & co workers.

• Mortgage Assistance, Credit Counseling, Debt Consolidation, SBA & ACH Loans/ Sales/ FHA/ VA/ Conforming Loans

• Developed Business relationships with Lenders, 3 party vendors and New Business Programs for our Clients

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• Managed all calendar, travel, correspondence, scheduling, pay roll and events on behalf of the President and company

COUNTRYWIDE HOME LOANS/BANK OF AMERICA (SIMI VALLEY, CA/ WEST HILLS, CA) – Mortgage lender

Servicing/Purchasing & Audit/Jr. Underwriting /Processing/Modifications/Collections Nov 2005 – Jan 2007

• Successfully originated and processed new loans with various credit grades/ Selling existing loans to investors / customer sales

• Escrow and Title Assistance/ FHA, VA and Conventional loan Processing/ Payment Arrangements, Collections, Closed Accounts, Bankruptcy

• Modifications/Short Sales/ Auditing All Purchased Loans/ Customer Service Team Lead and On the job Trainer for Customer Call Center

GLOBAL INT INVESTMENTS – Mortgage Lender/ Broker

Office Manager/Loan Processor/Jr. Underwriter Nov 2004 Oct 2006 (p/t after 11/2005)

• Converted incoming sales calls and internet leads for purchase and refinance home loans.

• Averaged 60 loans funded per month in high volume call center. /Attained one of the highest submissions to funding ratios (90%) in the company.

• Managed, trained and hired all staff/Responsible for front office, correspondence, daily reports, calendar, scheduling and payroll

WASHINGTON MUTUAL (CHATSWORTH, CA) – Mortgage Lender/ Savings and Loan

DCIC Collections Specialist/Bankruptcy/Loan Specialist/Processing Aug 2003 – Oct 2004

• Processed and Jr. underwrote 30+ loans per month/ Bankruptcy, foreclosure and 2 level default collections/Loan document review

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• Payment arraignments, admin duties/ Customer service, data entry, preparing loan data & property management /Call Center Team lead & Trainer

Education: California State University Northridge 07 BS Business Administration/Business Law

Professional Licenses: California Life Insurance Agent License # 0G91807

Other Accomplishments: Graduate of San Francisco Girls Chorus School of Music

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