Customer Service Sales

Kimberly D. Washington

**** ******** ****, ********, ** 23223 . 804-***-**** .

**********@*****.***

Summary: To further my a career in the mortgage industry with a company

that offers the opportunity to advance and broaden my skills and abilities

while contributing to the success of a growing company

EDUCATION: University of Phoenix, Richmond, VA

TRAINING & CERTIFICATION: Appraisal valuation Certification, Credit

Underwriting Authority Certification, Asset Protection Training /

Certification, Title insurance and Land survey Certification, HUD, VA, and

FHA Training/Certification, Introducing to Sales Training and Certification, Customer Service Supervisory Training and certification

QUALIFICATIONS & SKILLS: Verbal/Written Communication skills, Analytical

and Critical thinking skills, 5+ years business, risk or actuarial

experience, technical ability to challenge risk & actuarial professionals

as well as the ability to convey risk exposure, Strong organizational

skills Knowledge of DU and LP, MS Office, MS Works, MS Spreadsheet, Excel,

PowerPoint, Windows,LAN, WAN, Alltel, Word, Merlin, PACE, LPS, ACAPS,

CROSS, ER, MSP, DACIA, File net, I-Series, Access, CIW, AWD, MLCS, STM

Partners, Visio, Java script, Adobe Reader, One Note, PLX, Mortgage

Database, SAS, SQL, Teradata

EMPLOYMENT HISTORY

SunTrust Bank, Officer, Risk Analyst, 11/10 - Current

. Complete an audit summary of findings to include pertinent loan

information, defects, inaccuracies, compliance concerns, Red Flags and

possible misrepresentations

. Review loan documentation to insure correct income documentation has

been obtained and calculated to ensure customer meets necessary

guidelines for approval.

. Review Fannie Mae, Freddie Mac Desktop conventional loans, reviewing

loans to verify accuracy, salability, and ensuring loans adhere to

strict lender guidelines

. Conduct testing and data mining to generate reporting information to

ensure compliance issues are resolved and any updates to procedures

are made. Acknowledge any misrepresentation, fraudulent findings,

signature irregularities, missing or incomplete documentation which

potentially affects the salability of the loan and to protect the bank

and investors assets

. Developing, managing and monitoring Risk of all Product and Project

oversight relating to pipeline management activities to provide the

Business with consistent and actionable risk guidelines, and to ensure

Risk has proper documentation of assumptions, testing, and decision

making

. Developing and maintaining the Project Risk Assessment Program which

includes the creation and maintenance of an electronic filing systems,

ongoing risk reviews, collecting/verifying and coordinating all Risk

CRO's for final risk documentation

. Perform data mining and data analysis activities to explore big data

that will identify and drive new strategies

. Partner with statistician teams during the formulation,

implementation, testing and validation of predictive models

. Evaluate Commercial business for acceptability risk and product

development

. Knowledge of construction, occupancy, protection, exposures relating

to commercial risks and the interpretation of policy wordings

. Effectively partner with internal technology teams to optimize

reporting solution architecture and data utilization, Contribute

expertise during the design and implementation of new technologies

. Partner with members of the business teams to initiate, prioritize,

scope, design and deliver new reporting applications

. Initiate proactive investigations into data issues that impact

reporting, analysis, or program execution, Supporting associates in

hardware/software rollouts and conversions

Bank of America, AVP, Project Management Analyst, 11/09 - 11/10

. Responsible for all phases of quality control testing for the mortgage

pre-collections and default processes

. Activities included planning, preparation and assisting auditors with

resources needed and provided guidance to ensure the completeness,

accuracy and objectivity of audit assignments

. Performed pre funding audit on Delegated Underwriters, reviewed

accounts for quality and reporting and managing reports

. Ensured compliance of procedural and operational guidelines within

established time frames.

. Demonstrated financial and business acumen with ability to analyze and

interpret data, articulating key action items that should be

implemented, allowing the business to become more effective and

efficient

. Reviewed credit and customer profiles to assess and mitigate risk,

using critical thinking to make decisions on files being reviewed

. Maintain vendor relationships and serve as business unit liaison with

other departments

. Researched and reported information to ensure compliance issues were

resolved

. Acknowledged any misrepresentation to protect the bank and investors

assets

. Proven ability to partner with multiple areas of the bank and external

areas, influencing and driving approaches that ensure that the

business line goals are met or exceeded

. Create job aids to assists with incorporating new policies and

procedures

. Establish workflows and repeatable processes with verifications

throughout the year in order to streamline year end reporting

. Monitored changes in reporting requirements as well as identify new

reporting requirements; add changes or new requirements to company

database of reports

. Provide recommendations and prepare presentations of findings to

senior management, audit, OCC regulators, and other departments as

required

Bank of America, AVP, Department Administrator, 01/08-11/09

. Analyzing, testing, integrating, implementing and supporting business

systems and applications

. Study and analyze business processes and communicate with developers

regarding the requirements and their purposes

. Analyze system requirements and existing software systems and the

impact and compatibility of new applicants

. Prepare technical and functional specifications and develop, document

and revise business system design procedures, test procedures, and

quality standards

. Communicate strategies and processes regarding systems to cross

functional groups and management to expand or modify system to serve

new purposes

. Act as subject matter expert on applications, hardware and Programs

for all associates

. Install, troubleshoot, and repair computer systems, printers, and

peripheral equipment located throughout the organization

. Perform quantitative and qualitative analysis of data, relating

constants and variables, restrictions, alternatives, conflicting

objectives, and their numerical parameters

. Define data requirements and gather and validate information, applying

judgment and statistical tests. Develop data structures to support the

generation of business insights and strategy

Bank of America, AVP, Customer Service Team Lead /Loss Mit/Foreclosure,

12/06- 01/08

. Extensive interaction with each associate providing feedback, coaching

and development/disciplinary plans as needed for retention, sales and

customer service

. Monitoring employee performance through side-by-sides and remote

observations; reviewing results with each employee on a consistent

basis

. Providing coaching and identifying additional training to assist

consultants in reaching required objectives; utilizing web-based PC

tools and other reports in working with the team; acknowledging

progress and addressing areas of opportunity on a team and individual

basis

. Working closely with center staff and manager to identify appropriate

coaching plans for all employees in all key metrics

. Supervising the actions to achieve daily and monthly objectives;

developing and maintaining all necessary records and documents

associated with employee performance.

. Maintaining a strong knowledge of all products, practices and policies

required to lead and develop a team

. Participating in constant dialogue with center manager and peers to

share best practices and taking all necessary steps to change

behaviors through coaching to performance.

. Taking inbound/outbound escalated calls to resolve customer concerns

. Effectively organizing and planning work, setting priorities and

executing action plans. Provide leadership that supports the sales;

service; retention vision and strategy

Bank of America, Officer, Underwriter III, 06/03-12/06

. Underwrote and audited Fannie Mae, Freddie Mac Desktop conventional

loans, reviewing loans to verify accuracy, salability, and ensuring

loans adhered to strict lender guidelines Ensured loans were in

compliance with appropriate guidelines and secondary market investor

standards

. Examined loan documentation for accuracy, completeness and worked with

loan originator or production staff to secure all required documents

. Withdrew and declined loans conforming and non-conforming

. Intensely reviewed appraisals, calculated income, reviewed credit, and

reviewed Title reports, approved Power of Attorney's, reviewed and

approved purchase and sale agreements

. Researched and reported information to ensure compliance issues were

resolved

. Resolved title and appraisal issues along with reviewing files to

verify they complied with all HMDA regulations

Bank of America, Home Service Specialist II, 01/01-06/03

. Processing conforming and non-conforming loan products, including

analyzing and validating data

. Acted as a liaison between the Account Executive and the wholesale

mortgage brokers to ensure correct processes were in place

. Verified conditions based on loan approval including income, assets

and appraisal documentation

. Resolved routine title issues including, vesting issues, child support

liens, judgment liens, mechanic liens and undisclosed liens re-

conveyances

. Reviewed and processed subordinations, resolved appraisal issues and

disputes

. Reconciled HUD-1 and researched escrow payments and tax adjustments

Crestar Bank, Senior Service Specialist II, 01/98-06/01

. Make outbound collection calls,Exhibit effective skip-tracing

techniques when applicable

. Provide thorough and accurate documentation to accounts, negotiate

with customers to retain accounts, maintain superior quality assurance

results

. Servicing accounts by investigating problems and finding resolutions

to create a positive customer experience

. Conducts extensive customer interaction via inbound and outbound calls

in both a "dialer" and manual environment, updates account information

and complete appropriate documentation

. Overcome objections that customers have about making payments toward

their account and help them to understand their account(s) and

responsibilities

References Available Upon Request

Contact this candidate