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Customer Service Manager

Cuyahoga Falls, OH
April 28, 2014

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*** ****** ***., ******** *****, Ohio 44221


Financial Industry Senior Auditor

I have twenty-five years of banking experience. During my career, I am most proud of the

times where I led projects that made the bank two million dollars in revenue.

Qualifications Summary

• Experienced Financial Industry Auditor

• Specialty in Mortgage Loan Servicing

• Sarbanes-Oxley Compliance Officer

• Educated with a Bachelor of Science in Accounting and as a CPA

Career Highlights

• Reengineered the Mortgage Loan Customer Service Department that condensed

staffing from 20 full-time employees to 12. Moreover, reduced costs in escrow processing (e.g.,

hazard insurance tracking expenses, and assessed tax penalties) by approximately 20%.

• Developed a streamlined mortgage refinance program that saved FirstMerit

approximately $1 million in costs.

• Implemented the mandated Home Affordable Mortgage Program at FirstMerit.

FirstMerit earned more than $1 million in fee revenue from FannieMae.

Professional Experience

FirstPlace Bank

Senior Auditor February 2012 – August 2013

I conduct Internal Audits throughout FirstPlace Bank. My current audits include Wire Transfer, REO

and Mortgage Lending. Also, I design the Audit Programs & Internal Control testing, complete the

fieldwork testing and write the audit reports.

FirstMerit Bank, N.A.

Loss Mitigation / HAMP Supervisor July 2009 –

February 2012

At FirstMerit, I implemented the control design and workflow for the bank’s Home Affordable

Modification Program (HAMP). HAMP was mandated by the US Treasury Department in April

2009 to provide borrowers with affordable monthly payments. For FirstMerit, the HAMP

program provided an additional million dollars in fee revenue.

Sarbanes-Oxley Compliance Officer May 2006 – July


I was responsible for the Sarbanes-Oxley Section 404 testing for FirstMerit. Specifically,

Section 404 required FirstMerit management to report on the adequacy of the bank’s

internal control on financial statements. Moreover, Section 404 proved to be exceedingly

costly for the bank to implement, along with an enormous effort in documenting and


Mortgage Customer Service Manager January 2000 – May


For six years, I supervised a staff of twenty in the Mortgage Loan Customer Service


224 Lehigh Ave., Cuyahoga Falls, Ohio 44221


Department at FirstMerit. Included in my responsibilities were a Customer Call Center,

Escrow Processing and Specialty Loans.

Internal Auditor December 1989 – December


I started in banking as a FirstMerit Internal Auditor. I conducted internal reviews and

assessments that included audits of various consumer, credit card and mortgage loans.

My forte was developing and planning audits for a wide assortment of FirstMerit profit

and cost centers.

Other Experience:

• H&R Block – Tax Preparer. Prepared income tax returns for H&R Block


• Audit Bureau of Circulations - Auditor. Audited Newspapers & Magazines

throughout the United States.

Education / Certifications

BS – University of Akron, Accounting Certified Public Accounting (CPA) Certification

BSBA – University of Akron – Marketing Certified Bank Auditor (CBA) Certification

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