Quality Control Sales

DAVID E. THOMAS

**** *** *********, #**** • Jacksonville Beach, Fl 32250

********@*****.*** • 904-***-****/904-***-****

MANAGMENT ● MORTGAGE PROCESSING ● HOME LENDING

CORE COMPETENCIES

FHA/VA Lead Teams of 20+ Financial Services

• • •

Conventional Loans Training & Team Building Create Training Materials

• • •

USDA & MHA Loans Customer Liaison High Volume Environments

• • •

PROFESSIONAL HIGHLIGHTS

Experience

BANK OF AMERICA Jacksonville, FL 9/2012-Present

Home Services Specialist II-SASE Conventional Level I Underwriter

• Managed a processing/underwriting MHA Harp Loan pipeline of up to 80 different mortgage loan files.

• Manage a processing/underwriting Full/Alt Document loan pipeline of 45 refinance loans

• Successfully passed/completed SASE Conventional Level I underwriting course & testing (Boot Camp)

• Continue in studying company underwriting loan classes to further my knowledge & to obtain

additional underwriting authorities.

• Meeting & exceed all processing and underwriting personal/team goals and deadlines.

• Participating in the Bank of America Employee Recognition Program Committee.

JP MORGAN CHASE BANK Jacksonville, FL 10/2011-9/2012

Home Lending Customer Assistance Specialist

• Function as an expert on the HAMP, CHAMP, HAUP, CHAUP, UPFORB & HAFA loan modification

processes, the necessary forms & alternative documentation in order to complete the loan

modification in a prompt manner.

• Balancing a workload consisting of borrower modification requests at all stages of the process;

maintaining a 65-85 loan pipeline; taking phone calls in a call center environment, including

communication of post-underwriting decisions & trial plan adherence & completion.

BANK OF AMERICA Savannah, GA 10/2010-9/2011

Home Services Specialist II

• Manage a processing/pre-underwriting pipeline of up to 80 different mortgage loan files of various product loan

types (Conventional, FHA, MHA, VA & USDA).

• Processed/Underwrote MHA HARP loans for borrowers.

• Studied company SASE Conventional Level I underwriting loan courses to further my knowledge &

conventional underwriting authority.

JP MORGAN CHASE BANK Florence, SC 2/2002 - 1/2005 & 5/2007 - 9/2010

Operations Unit Manager-Assumptions 6/2010-9/2010

• Managed 22 - 24 people who included: 2 supervisors with 4 different departments in the

Assumptions / Name Change branch of Chase.

• Oversaw 4 different deadlines: 1.) RESPA guidelines are met within a 2 day turnaround on all new

assumption requests, 2.) New assumptions packages delivered timely to borrowers, 3. ) Name

change requests are executed timely & properly, 4.) Incoming mail being sorted and delivered to the

pertinent departments & fees ordered.

• Proficient in MSP, LPS, DWS,CCW, & other pertinent programs to our department

Mortgage Support Supervisor - Columbus, OH 3/2008-5/2010

• Manage Mortgage Support staff of 10-15 agents in a call center environment who assist & resolve

over 800-2000 Chase borrowers and other clients daily.

• Monitor phone calls both inbound/outbound phone calls not only for quality control but for future

instruction, coaching, workshops, & other aspects of the position.

• Developed excel reports to measure call monitoring as well as reports to measure statistical trends

on a daily, weekly & monthly basis.

• Developed various training materials & guides to assist agents from their training phases & for

continuous training & development.

Mortgage Support Team Lead 11/2008-3/2009

• Team Lead of 6-8 Mortgage Support Agents in a call center environment.

• Monitoring quality control of incoming telephone calls by administrating “side by sides” with

Mortgage Support Agents by listening to calls for not only accurate information, professionalism but also the

agent’s tone of voice, overall attitude and demeanor.

• Developing reports to monitor overall quality of calls, improvements and aspects to work on.

Mortgage Support Agent/Customer Resolution 5/2008-11/2008

• Assisted borrowers, investors and realtors in the foreclosure sale process in buying, selling and who

to notify.

• Contacted appraisers, attorneys, title companies, and other outside companies that would be related

to the loan to assist the borrower, department or company to resolve the issue towards resolution.

Home Loan Associate Assistant 6/2007-5/2008

• Assist in the processing of FNMA & FMHLC purchase/refinance loans.

• Perform VOE, VOR/VOM, & VOD tasks as well verifying Home Owner insurance coverage, program

information, Rate, rate locks and other information.

Mortgage Loan Originator - Cincinnati, OH 12/2003-4/2004

• Marketed conventional, FHA & VA purchase programs to residential, private investors & first time

homebuyers & refinance programs to existing Chase clients, other referrals for home improvement,

debt consolidations, interest rate & term reductions.

• Did through credit analysis to determine credit worthiness, history and demographics & participated

in realtor open houses, marketing projects and promotions.

FNMA Foreclosure Analyst - Columbus, OH 2/2002-6/2003

• Worked with realtors to assist in FNMA short sales & traditional real estate transactions & correctly

calculated property values to determine foreclosure sale bids

• Developed largest foreclosure case load of 434 in any given month among 24 colleagues.

GCG, INC Dublin, OH 01/2006-5/2007

Project Securities Claims Administrator

• Processed Class Action Law Suit Claims for various security cases for claimants to quickly

determine if victim has a valid claim.

• Worked as one member of a large team to ensure proper & professional service to everyone

concerned.

INTELLIRISK MANAGEMENT Columbus, OH 01/2005-01/2006

U.S. Department of Education Credit Investigator

• Effectively communicated the various payment programs that the US Department of Education

offered to improve their defaulted loan status with the US government.

• Investigated current residences, places of employment, relatives, neighbors phone numbers other

information that would result in location of borrowers.

• Met &/or exceeded individual, team & department goals on a daily, weekly & monthly basis

consistently.

Other Information:

• I started in the mortgage business in 1995. The types of loans I originated & processed are: 1 st

mortgage purchase, refinance, MHA HARP loans, USDA, FHA & VA loans. I have over 6-7 years of

processing experience

• I have 1 years foreclosure experience with Chase Bank of which I processed foreclosures, loan

modifications through completion.

• I also have 1 years experience in working with foreclosure attorneys through the foreclosure

completion process, (reinstatement, foreclosure, shortsales..etc).

• I have experience in the processing/underwriting of MHA HARP government programs.

• I have 2 years of managerial experience in the mortgage business. I started in the Mortgage Support

Department & was able to expand the department from 8 agents to 20. My responsibilities also

included to recruit, train, oversee, & coach my staff. I developed a solid training program among

other written pieces that made our department reputation second to none. I developed a mortgage

lead program that worked along with the mortgage sales department that enhanced the value of our

department. I was able to expand my growth in my role.

• I also have 4-5 years of managerial experience although it’s not in the mortgage industry.

• NMLS ID #544424

Education

Ozark Christian College - Joplin, Mo

Major in Business Administration & Minored in Accounting & Music

Software Programs

Proficient in:

MSP, LPS, APEX, Default Work Station, Customer Care Workstation, Lenderlive, Early Resolution

Closr, Loanbuilder, Quest, PACS, EDGE, StatusMart

MicroSoft: Excel, Word, Access, Outlook, PowerPoint & Office Communicator

Contact this candidate