Customer Service Quality Control

Lydia Maturino

**** *********** **. # ** **********, Ohio 45230 / 949-***-**** ********@*******.***

Employment History:

Toyota Financial Service, Cincinnati Area

**/** ** **/**, Contract Analyst (Contract Position)

Contract Analyst performs clerical duties required to discount retail and lease contracts. Reviews all

documents to ensure they meet all applicable Truth in Lending, Privacy and Identity verifications. Working

with dealers and other associates to ensure accuracy and timely completion of all functions. Answering

Phones, filing, data entry, converting files to electronic files. Provide excellent customer service both

internal and external.

McKinley Mortgage LLC, Blue Ash, Ohio

05/2013 to 10/2013-Mortgage Loan Processor (Contract Position)

Inputting Submission Data into Websites for DU Findings & Ability to Review Conventional and FHA Loans for

Compliance of all Applicable Guidelines and ensure integrity of data and process inputs. Prepare Loan applications for

Loan Officers and Customer (s ) Ability to multi task in fast passed environment.

Fifth Third Bank, Cincinnati, Ohio

09/2012 to 02 /2013 – Mortgage Processor / QC Risk Analyst (Contract Position)

Document work performed, record deficiencies & risks discovered throughout the Independent third party auditor,

knowledge of Mortgage industry practices, with emphasis on loan delivery, custodial operations & servicing.

Experience in reviewing and analyze all credit, income and appraisal, Title, Flood Certificate, Escrow details, Sales

Contract, Credit Reports, 1003, 1004, Asset Documents, LTV, VOE.

Ability to validate that all desktop underwriter/loan prospector conditions are met with supporting documentation in

loan file and all systems inputs are accurate. DU/LP are Fannie Mae and Freddie Mac Automated Underwriter Systems

(AUS).

Ability to Review Conventional and Government loans for compliance of all applicable guidelines and ensure integrity

of data and process inputs.

Knowledge of Fannie Mae’s Requirements for Document Custodians.

Doing Processing & Imaging Docs for Consumer Credit Risk Dept.

Created A Fannie Mae Custody Audit Procedure Booklet.

Missing Document Specialist, Scrubbing Files.

Auditing for files that have been foreclosed on and collecting missing data per file.

Audit routine functions to confirm that loan servicing processes have been performed in accordance with the Federal,

Bank & Investor ( Freddie Mac, Fannie Mae, Ginnie Mae FHA & VA) requirements, Government Regulations

(RESPA, FACTA, REG E, REG Z, SCRA, etc.) and the Bank/-Es Quality Control/Risk Program.

Ensure that audits/assessments are completed in a manner that they can be provided to both internal and course of the

audit & evaluate the quality of the processes of the audited.

Determine the potential/root causes of any deficiencies identified throughout the course of the audit & recommend

potential process improvements.

Review & assessment of all critical Loan Servicing processes for the life of a loan.

Merit Property Management Inc. Aliso Viejo, CA.

10/07 to 04/2012 – Collections, Notary Public, & Customer Service

Provides Proper and Accurate Billing and Recordation and Tracking of Collections, Assessments, Intent to Lien, Lien

and Intent to Foreclosures

Issuing Reminder Notices to Past Due Members

Charging Late Fees & Interest to Owner’s Account

Running title report

In Customer Service Dept for 3 Months, answering Questions regarding Escrow and Real Estate Questions.

Answering Phones and Connecting the Calls to the Proper Depts.

Providing the Board Members with Delinquency Reports

Issuing Intent to Lien Letters

Securing Board Approval for Lien & Foreclosures

Recording Liens

Issuing Intent to Foreclose Letters

Submitting Foreclosure Packages to Collections/Attorney

Assisting the Association with Complying with the Fair Debt Collection Practices Act & CA. Civil Code

Ensuring that Liens & Foreclosures are Appropriately Documented & Recorded

Gathering Updates from Associations Collection Firm

Cal. Counties Escrow, Irvine, CA.

01/05 to 06/07 – Mortgage Loan Processor & Notary Public

Typing Up National, Resale, and Refinance, Escrow Instructions via Phone, Email or Fax

Abstracting Title Reports, Liens, Judgments, Demands, Subordinations, Gap, Plat Map, Tax Certifications, CPL’s

Ordering HOA’s, Evidence of Insurance, and Legal Vesting, 1003. 1004, Credit Reports,

Knowing How to Process Condo Loans, with the needed Documents, such as Appraisal, Declarations, By-Laws,

Budgets, Insurance, ( If conversions has been done within last 3 years) than order Architects and or Engineers Report

Prepping, Copying and Packaging Documents to go out for Signing and or Back to Lender

Handling Estimated Closing Statements, Closing Packages and Disbursement Letters

Handling customer issues and complaints and all multi task responsibility per situation

Software Programs:

Encompass, Unifi, Nautilus, Jenark, Win2Data, Microsoft Office 2000, I Citrex, I Closing, Doc Net, AWI, RBJ,

Impact, Simon, RealQuest, CarLOS, Lotus, Salesforce, PAW,AMS,

Education:

Ohio Notary Public

Certificate in the “HUD Rules and Regulations”

Certified Short Sale Specialist

Certified Notary Signing Agent

Contact this candidate