Customer Service Manager

Karen Massaro

Medina, Ohio * 330-***-**** * *****.*.*******@*****.*** * FHA ID BU40

Summary

An accomplished and highly-productive Senior-Level Mortgage Underwriting professional, with over 17 years of experience in

providing a range of analytical, performance-driven services, seeks to contribute these attributes and continue to grow within the

mortgage industry. With a solid background in team leadership, pipeline management and adhering to best practices, in combinati on

with an in-depth knowledge of mortgage regulations, due diligence, and addressing complex issues with practical and sound

solutions to minimizing risk maximizing performance, this financial professional will deliver on all corporate goals.

Mortgage Software & Computer Skills

Microsoft Word * Excel * PowerPoint * Outlook * CoreLogic * DU/LP * FraudGuard * LexisNexis * Encompass 360 * DataVerify

* OpenClose * Zippy Genworth * Radian * Essent

Professional Experience

Cross Country Mortgage, Inc. Brecksville, Ohio

Senior Mortgage Underwriter January 2013 October 2013

Performed detailed document analysis income and credit assessment property analysis, and applied Due Diligence methods for

Conventional, HARP, HAMP, 203K, Streamlined, and FHA loan applications. Underwrote (DU/LP) 10-12 loan applications

daily, with a maximum Leading Authority based on individual State (nationally) and specific loan program limits.

Acted as sole underwriter for the Top Producing branch, communicating with outside parties (appraisers, inspectors, escrow

companies, and attorneys) throughout the application process, as well as management, investors, and corporate officials.

Carefully reviewed each application and conducted thorough risk assessment, recommending loan approvals or denials based on

overlays, and communicated all findings and loan conditions to the client and management.

Re-assessed high risk and complex applications through implementing further investigative actions to d

feasibility, mee, and was in compliance with State and Federal regulations. If the application was

declined, presented the borrower with additional lending options, and communicated the s tatus of the application to all parties.

Specialized in the condominium market, both sales and refinancing, as well as an experienced Condominium Mortgage

Underwriter, qualified to determine if new and existing construction projects meet eligibility guidelines, and approved projects.

Directly responsible for conducting extensive file review and audits of RESPA regulations and qualifications, assessing eligibility

for GFE, HUD-1, ECOA, Flood, and other programs.

Strictly adhered to all State and Federal regulations, including Freddie Mac, Fannie Mae, and Ginnie Mae policies. Well-versed in

all Quality Control (QA) and Quality Assurance (QA) protocols, and familiar with LQI, HVCC, and Dodd-Frank guidelines.

Recognized as a Top Producer for the organization, consistently producing high-quality files, handling complex loans and

applications with significant loan amounts, and providing sound, practice solutions.

Chase Home Lending Cleveland, Ohio

Senior Mortgage Underwriter October 2010 January 2013

Reviewed, analyzed, and accurate assessed on all mortgage-related documentation for Conventional, FHA, and HARP loan

portfolios for residential and investment properties in the North East. Underwrote (DU/LP) an average of 10 -12 files per day,

with a Lending Authority up to $1.2 million.

Conducted thorough research, Due Diligence, fraud detection, and detailed analysis of all documentation to verify each

history, income, tax, and real estate status to determine the edibility of the loan request, further

investigating any fraudulent activity or discrepancies with loan transactions.

Produced rebuttals, communicated new findings, and recommended approvals or denials based on the review. Communicated

to the client and management on determination of the application, identifying why the application did not meet the loan terms.

Mentored new team members on internal procedures and policies, government regulations and RESPA guidelines, applying

Due Diligence and other investigative methods, as well as obtaining production goals, meeting performance expectations,

exceeding departmental goals, and adhering to strict QA /QC standards.

Provided excellent customer service and reliable assistance to all borrowers, business partners, vendors, and co-workers.

Wells Fargo & Company Independence, Ohio

Processing Team Manager and Mortgage Underwriter August 2005 October 2010

Supervised a team of 18 Jr. Underwriters and Processors, overseeing all aspects of the application process, reviewed complete d

files for approval or denial, and successfully managed a pipeline of 80 files per Processor while maintaining a high level of loan

quality, maximizing the performance of the department, and meeting all corporate goals.

Initiated formal training for all new Underwriters and Processors, as well as interviewed and hired new Processors, providing

ongoing training, mentoring, and staff development programs for the entire department. Instructed employees on internal

procedures and systems, government and lending regulations, RESPA requirements, best practices, customer service skills, and

encouraging team building. Performed monthly production and performance reviews, as well as annual employee evaluations.

Developed internal P&P to streamline the application process, improve workflow practices, and increase product ivity and

output. Collaborated with the Management Team on implementing the new policies, and trained staff on the new protocols.

Karen Massaro (continued)

Underwrote 8-10 files per day, tasked to handle complex and complicated files requiring further, detailed analysis. Provided

accurate assessments on documentation on Manual loan approvals for Conventional, USDA, State Bond Programs, New

construction projects, and FHA portfolios with a Lending Authority of $1.5 million for agency and non-agency applications.

Conducted extensive research and worked directly with attorneys, appraisers, escrow companies, brokers, and all -related parties,

including the borrower. Communicated all finding and new conditions, both approval and denials, to the borrower, the loan

offers, and the Sales Manager, clearly illustration the new terms or reasons for denial.

Key Bank, Mortgage Division Cleveland, Ohio

Senior Mortgage Underwriter September 2004 August 2005

Responsible for all Underwriting functions for Conventional applications in accordance FHA guidelines and within the investor

expectations. Applied extensive research into all financial records and income verifications, legal documentation, tax forms

(1040's, 1165s & K-1s), property appraisals, bank statements, and all documentation required to sufficiently rende r a decision.

Completed 8-10 files per banking day, specializing in Bond Loans, with a Lending Authority up to $1 Million for clients and

properties in the Mid-West and East Coast regions. Remained current on all State, Federal, and mortgage lending regulations, as

well as all new products and services offered by the bank.

Routinely assigned challenging loan packages, higher risk loans, comprehensive risk assessment, and applications with complex

transactions, maintaining friendly, professional client interactions with staff, vendors, and borrowers. Thoroughly

communicated, in writing and in verbal form, any status updates, rebuttals, and loan decisions.

Demonstrated solid analytical abilities, consistently delivering quality files, exceeding production quotas, and surpassing

performance goals and objectives.

CTX Mortgage Co, LLC (A Division of Centex Homes, Inc.) Independence, Ohio

Mortgage Operations Manager November 2003 September 2004

Managed a team of 12 Underwriters, Processors, and Closers, closely monitoring team and individual performance, reviewing

completed files for accuracy, applied QC, QA, and Due Diligence functions on each file, and approved, denied or returned

applications based on the documentation presented.

Assigned daily tasks to the associates staffed and managed special projects tracked project progress and measured department

performance, and updated management, partners, and clients as necessary. Conducted regular meeting to discuss departmental

goals, team performance, new products and services, and other measurement tools assess the status of the department.

Oversaw all staff and training operations for the department. Interviewed, hired and trained staff, as well as conducted init ial

training on internal P&P, applications procedures, customer services, and government regulations. Performed ongoing training

to individuals and in small groups, as well as implemented various staff development tactics to increase the performance and

productivity. In addition, trained other bank staff on underwriting policies such as properly qualifying loans, obtaining proper

documentation, and other functions to improve workflow procedures.

Underwrote Conventional (manual/DU) loans for existing properties and new construction, working directly with borrowers,

major home builders and developers, and other partners to provide quality loan and mortgage options.

Western Reserve Bank Medina, Ohio

Assistant Vice President and Retail Lending Manager April 1999 July 2003

Significant contributory for a local, community-based bank, specializing in mortgage and consumer lending, underwriting,

business development, customer service and overall point of contact on all mortgage lending, government regulations, and all

mortgage-related guidelines and procedures. Worked closely with borrowers, potential borrowers, partners, vendors, and bank

officials to ensure that each loan application was properly reviewed, processed, and managed.

Evaluated the existing lending policies to better understand the needs of the client, investors, and the institution, and est ablished

and implemented methods to clarify customer objectives to compliment organizational goals.

Established new processing, tracking, underwriting and closing systems, implementing a company -wide database to track, and

monitor loan status, greatly improving internal processes and directly driving growth and profitability year over year.

Performed detailed underwriting analysis, research, and document review for consumer and mortgage loan portfolios.

Completed all stages of the application processes, from initial application, origination, processing, underwriting, and closing.

Implemented comprehensive document analysis and applied due diligence practices on application. Underwrote and completed

5-7 loans daily, with a maximum Leading Authority of $1.2 million.

Drove new business efforts and nurtured existing accounts, created sales and marketing initiatives, developed new products and

ence. Meet with clients and gave formal presentations to

groups and interested parties, participated community events, attended networking events, and prepared presentations.

Presenting Member of the bank Underwriting Committee, presenting loan requests to management and the Board of Directors.

Training & Education

Diehl and Associates - Fishers, Indiana: FHA DE Underwriting and Processing, March 2014

Columbus State University - Columbus, Ohio: Associate of Arts in Business Development

Lansing Community College - Lansing, Michigan: Completed 120 Credit Hours in Business and Accounting

References Available Upon Request

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