Customer Service Quality Control
Resume:
ALANNA LANE
*********@*****.***
SUMMARY:
Twenty years experience in mortgage loan underwriting, processing of conventional, construction, and
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government loans, purchase, and refinance, with a $1.75M signing authority.
Strong knowledge of federal and state regulatory evaluate financial institution activities.
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Special expertise in client relations as a mortgage underwriter, senior loan processor, originator, real estate
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consultant/advisor, quality control/auditor, compliance/auditor, due diligence, rebuttals/repurchases, short sales,
HAMP, shipper, loan servicing default and loss experience through my years of work experience in the mortgage
industry.
Customer service experience strong with proficient multitasking and strong computer navigation skills.
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Working knowledge in fraud investigations, litigation with foreclosures, compliance and auditing, organizational,
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managerial and communicative skills, wide range of exposure and adaptation to procedures and effective analysis
of prospective and closed loans.
Conventional loan underwriting working in lender offices, remotely and onsite.
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FNMA-DU, FHLMC-LP, and Manual underwriting, front line underwriting.
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Review conforming/non-conforming a conventional mortgage loan files for PMI compliance and/or review loans
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for compliance with numerous investor program guidelines/requirements.
Review and analyze mortgage loans for underwriting decision issues, compliance with investor programs and
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requirements, sufficiency of documentation, reliability of underwriting judgments and any issues of
misrepresentation/fraud.
IT Support and Sales Specialist Mac, Windows XP, Vista-Business and Windows 7
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Started ACL Funding Group, Inc. in 1999, sole owner-specializing in commercial real estate financing.
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WORK EXPERIENCE:
Compliance Mortgage Underwriter 07/2013-04/2014
Mela Capital Group-Contractor
Evaluated sensitivity to market risk, directors policies and bank management practices and examined in
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depth compliance with BSA, Sarbanes/Oxely, OFAC and Anti-money laundering requirements.
Perform regulatory searches and filings (BSA/OFAC/FinCen, etc;
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Legislative research, probate searches, respond to subpoenas, assist in internal audits.
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Managed compliance tracking and communication with department heads.
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Conduct background investigations on clients thru research public record databases, Lexis Nexus
Conduct specialized research to determine PEP, High Risk and SDN/OFAC matches.
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Assist with client advisors with their KYC requirements.
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Due Diligence Mortgage Underwriter 04/2013 - 07/2013
The Hilltop Companies-Contractor
Review tax returns including all schedules for the determination of income and income sources such as business
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from self-employment, corporate, W2, rents, royalties, dividends, SSI and etc.
Responsible for calculating income stemming from self-employment, W2, rents, royalties, dividends, SSI and
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other eligible income sources according to Fannie Mae and VA guidelines
Review and audit all documents in loan file for undisclosed mortgages, installment debts, name or address
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discrepancy
Performed manual re-underwrite and QC audit for VA and Conventional Loans after underwriter approval and pre-
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funding for errors, omissions, compliance and validations that loans are written according to investor guidelines
Review DU in conjunction with the lenders overlays as an additional tool to assist with the underwriting process
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Validates program pricing- parameters while identifying layers of risk and other issues that affect the salability or
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repurchase of the loan
Perform file audits, and quality control for loan servicing and qc for missing or altered loan documents including
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GFE, HUD-1, ROR, 1003 and credit reports for dates and signature to ensure compliance within established
policies and procedures
Performs full appraisal reviews on forms such as 1004, 1025, 1075 including ordering supporting reference
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material to ascertain the value, condition noting the Sales, Income, and Cost approach for properties such as
single family, multifamily, condominiums, and co-ops
Due Diligence Underwriter 02/2013-04/2013
Cognitives-Contractor
Conduct mortgage loan audits according to the guidelines/times established by its clients
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Full re-underwrite loans to determine origination and underwriting deficiencies against original Investor or MI
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guidelines
Enter all necessary data into the findings database, so that findings may be pursued, continuous analysis may be
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performed and clients’ reports delivered
Compliance auditor, internal auditing, external auditing, operations, accounting, business analysis, or program
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evaluation
Working knowledge of Freddie Mac’s servicing policies and procedures sufficient to review servicer loan files for
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prudent servicing practices and compliance with Freddie Mac’s default/loss mitigation servicing requirements.
Maintain quality control and volume standards
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Contract Frontline Mortgage Underwriter 01/2012 - 02/2013
USAA (S3 Staffing)-Contractor
• Reviewed all loan submissions to ensure that they meet the investor guidelines
• Weighed credit risk to ensure that the liability taken on by the company will result in a saleable loan
• Provided superior customer service
• Reviewed all loan submissions and follow-up conditions provided by borrower/sales team
• Ensured that Corporate operating standards are met for underwriting and compliance
• Demonstrated working knowledge of automated underwriting systems
• Used traditional methods to manually underwrite files
• Knowledge of Condo’s, Co-ops, Government and VA underwriting experience
• Working knowledge of agency underwriting and selling guidelines
• Reviewed documents within corporate time-frame with a low error rate
• Demonstrated strong organizational skills with the ability to multi-task
• Determined if submitted conditions are acceptable, and offer alternative suggestions as needed
• Reviewed more complex loans (jumbos, self-employed borrowers)
• Assisted with mentoring those with less underwriting experience
• Demonstrated ability to work well with customers and clients
Due Diligence Underwriter 05/2009 – 01/2012
AMC First -Contracor
• Remote Due Diligence (risk analysis/quality assurance, auditing and litigation with foreclosures) of mortgage
loans in accordance with FNMA/FHLMC, FHA/VA and lender guidelines to ascertain the quality and trends of
assets as they relate to frontline and secondary market activity
• Review and fully underwritten analysis performed
• Performed credit loan file review, servicing policies and procedures and compliance analysis on products
FNMA/FHLMC, FHA/VA, Prime, Alt A, and Scratch and Dent, and loan servicing–default/loss, risk assessment
/solving problems
• Performed audit procedures, including identifying and defining issues, developing criteria, reviewing and
analyzing evidence, and documenting client processes and procedures.
• Conducts interviews, reviews documents, develops and administers surveys, composes summary memos, and
prepares working papers
• Interact with personnel on findings, reports and technical matters, onsite contact with customer personnel
Loss mitigation programs such as Short Sales, HAMP, and Standard Modifications requirements.
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Frontline underwriting for various banks for time management
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Perform quality assurance analysis and loss mitigation analysis
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Remote / high volume production, 10-20 loans per day
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Clients consisted of large financial institutions
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Real Estate Advisor- 03/1999 - 05/ 2009
ACL Funding Group, Inc. Cleveland OH
• Provides consulting, management and financing services for business owners, chief financial officers, corporate
real estate executives, buyers, and developers
• Assist with purchases, refinances, new development for commercial real estate financing
• Performed research marketing, credit, and operations risk analysis
• Conduct full set-up of loans and distribution of documents, ordering all items to complete processing, pre-
underwrote loan files, submitted to underwriting for final loan approval, coordinated closing and calling of
appropriate parties, sent file to closing for drawing of documents
• Reviewed any concerns, especially decline with branch personnel
• Proficient in identifying misrepresentation
• Packaging supporting documentation for bankers, life insurance companies pension funds and private lenders for
funding.
• Biggest project $17M for Standard Diary in Portland Oregon
• Property Inspection-Commercial
Contract Underwriter 08/2005 - 05/2007
PMI Mortgage Insurance Co. –Well Fargo
• Conventional loan underwriting working in lender offices, onsite
• FNMA-DU, FHLMC-LP, and Manual underwriting, front line underwriting
• Review conforming/non-conforming a conventional mortgage loan files for PMI compliance and/or review loans
for compliance with numerous investor program guidelines/requirements
• Review and analyze appraisal to insure liability and stability of property and inclusive of appraisal/property
evaluation for compliance requirements.
• Provide approval to mortgage lender/broker correspondent or decline for appropriate reasons.
• Review suspense conditions for compliance with conditions required. Wholesale and Retail.
Contract Underwriter 04/2005 - 08/2005
AIG/United Guaranty –Key Bank
• Underwrite residential loans, analyzing all credit income, assets and collateral information, render credit decisions
and ensure loans met FNMA/FHLMC and companies guidelines and standards for sales into the secondary
market.
• Review and analyze mortgage loans for underwriting decision issues, compliance with investor programs and
requirements, sufficiency of documentation, reliability of underwriting judgments and any issues of
misrepresentation/fraud.
• Perform research of social security numbers, employment verification, and review appraisals for value and or
deficiencies.
• Residential, Conforming markets.
Underwriter/Supervisor 11/2004 - 04/2005
West Star Mortgage
• Underwrite files in Wholesale Brokerage Center.
• Used FNMA/FHLMC/DU/CUMI guidelines, analyzed credit capacity, and character of the borrower and scenario.
Communicate with staff in house and field account executives.
• Responsible for maintaining a high level of quality in the decisions to protect the company assets.
• Effectively supervised underwriting team, and performing quality control reviews as need required.
• Review for possible underwriting deficiencies and/or discrepancies
• Perform special audits for underwriters pertaining to the specific observations and concerns noted in the loan file
during underwriting. Residential, Conforming and Non-Conforming.
Contract Underwriter 2/2003 - 11/2004
SunTrust Bank (Financial Staffing 2000)
Evaluating borrower's creditworthiness and complete loan file.
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Reviewing overall and ensure the correlation between income, employment, assets and appraisal is appropriate.
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Making sure documentation and disclosures is in compliance with standard agency Fannie Mae and Freddie Mac
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guidelines. Manual underwritten loans and input thru DU and LP. Validating conditions on loans underwritten.
Review all appraisals and validate decision. Residential, Conforming.
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Contract Due Diligence Underwriter 01/2003 - 02/2003
Clayton Group (Repurchase & Indemnification Project. –GMAC)
• Reviewing and documenting quality control for investor for loans to be sold on secondary market.
• Researched troubled loans to insure investor claims for indemnification or repurchase were justified; performed
in-depth research and investigation for misrepresentation/fraud.
• Report findings to executive management in clear and concise manner, aggressively resolve loans that were
declined by investors, sought alternate solutions which were cost effective for company
• Grading files from supporting documents enclosed.
• Two monitors on disc or copy files, producing 10-20 files per day depending on leads request.
• Analyzing and interpreting financial information from various files underwritten.
MEDICAL CLAIMS PROCESSOR/CODER
KINGS DAUGHTERS CHILDREN HOSPITAL AND SENTARA NORFOLK GENERAL 1983-1987
EDUCATION:
BA - Norfolk State University - Norfolk VA - 1985 1987
Associates Degree - Commonwealth College - Virginia Beach VA - 1983 1985
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