Customer Service Manager

Sandra J. Turner

**** ******* *** *****: 614-***-****

Westerville, OH 43081 Email:

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

SUMMARY

Accomplished mortgage leader with 20 years of demonstrated achievements in delivering

operation improvements for multimillion dollar financial services companies. I am an

innovative mortgage, and audit manager with proven ability to understand and capitalize

on client needs to generate services while significantly impacting company and client

bottom lines. Proven mortgage audit experience reporting to the Department of Justice.

Project Management Compliance/Audit Coaching and Training

Mortgage Processing Strategic Planning Mortgage Servicing

Data Analysis Mortgage Underwriting Quality Assurance

PROFESSIONAL EXPERIENCE

Fifth Third Bank, Columbus, Ohio

2013-2013

Mortgage Fulfillment Team Manager

Performs a wide range of duties related to the management of the department responsible

for processing and underwriting residential mortgage loans. Responsible for not only

ensuring that the productivity levels are met, but also ensures compliance and other

quality KPIs meet all defined standards.

* Directly supervise Processing, Underwriters, and Administrative and FTM approved

FTE to team goals that feed both departmental and organizational goals. Utilize team

incentives and contests to motivate a group of mortgage professionals to meet these

goals.

* Monitor compliance issues, including that all department members attend required

meetings and

that staff is in compliance with state and federal regulations. Monthly audit reporting to

mortgage line of business. Fraud resolutions and research monitoring and reporting.

* Monitor team quality accuracy and efficiency through coaching and mentoring efforts.

Focus

on production and pull-through through the utilization of quality control and review loan

files to

ensure adherence to internal and external regulatory requirements.

Fraud resolutions and research monitoring and reporting.

*Perform human resource related tasks for the department such as coaching and

evaluation and

training needs. On-boarding, and off-boarding. Performance Reviews and salary

adjustments.

JPMorgan Chase Bank, Columbus, Ohio

2011-2013

AVP Quality Assurance Audit Manager

Performs a wide range of duties related to the management of the department responsible

for auditing residential mortgage loans. Responsible for not only ensuring that the

productivity levels are met, but also ensures compliance and other quality KPIs meet all

defined standards.

* Establish, train and managed 3 teams of quality analysts responsible for executing

monthly audit testing: HAMP, HARP, prime, sub prime, FHA, VA, USDA,Customer

Assistance, Home Savers, Foreclosure, Underwriting, and Escrow Servicing.

* Analyze data and reporting to derive performance metrics. Review and validate audits,

develop scorecards, and dashboard.

* Analyze operational, financial, metric and statistical data to identify performance

improvement opportunities and suggest viable solutions to isolate root causes and

reduce/eliminate operational defects.

* Demonstrate proficiency in accessing multiple systems, platforms, applications, and

data repositories in various data environments.

* Project management/support departmental initiatives. Monthly Reporting and

escalation issues for OCC, DOJ, RESPA, and Dodd Frank.

* Perform human resource related tasks for the department such as coaching evaluation

and training needs.

Assets Management Outsourcing, Columbus, Ohio

2009-2011

Home Retention Processing/Compliance Manager (Chase Project)

Performs a wide range of duties related to the management of the department responsible

for Home Retention Specialist for residential mortgage loans.

* Directly supervise Home Retention Specialists to team goals that feed both

departmental and organizational goals. Utilize team incentives to motivate a group of

specialists professionals to meet these goals.

* Retrieve, review, create, distribute and discuss reports related foreclosure, short sales,

and home modification loans. Obtain and analysts financial statements and property

reports.

* Monitor compliance issues, including that all department members attend required

meetings and

that staff is in compliance with state and federal regulations.

* Research compliance issues and analyze options for servicing process implementation.

Fraud resolutions and research monitoring and reporting.

* Demonstrate proficiency in accessing multiple systems, platforms, applications, and

data repositories in various data environments.

* Perform human resource related tasks for the department such as coaching and

evaluation and

training needs. On-boarding, and off-boarding. Performance Reviews and salary

adjustments.

JPMorgan Chase Bank, Columbus, Ohio

Senior Loan Processor

2007-2009

Performs a wide range of duties related to the management of the department responsible

for processing and audit of residential mortgage loans.

* Process mortgage files within call center, ensuring compliance with lending practices,

along with federal, state, and local regulatory requirements.

* Review real estate purchase agreements, appraisals, title commitments, payoffs,

income documents, and tax returns.

*Prepare files for underwriting review and clear conditions from underwriting. Prepare

file for closing department

* Actively participate in ongoing efforts to continually improve customer service for

internal and

external customers.

Option One Mortgage, Rolling Meadows, IL 2001-

2007

Account Manager 3 (Team Lead)

Performs a wide range of duties related to the management of the department responsible

for processing and Underwriting residential mortgage loans.

* Directly supervise Mortgage Processors to team goals that feed both departmental and

organizational goals. Closing 85- 90% of monthly pipeline of 700-900 files. Utilize team

incentives to motivate a group of processors professionals to meet these goals.

* Monitor compliance issues, including that all department members attend required

meetings and

that staff is in compliance with state and federal regulations.

* Monitor team quality accuracy and efficiency through coaching and mentoring efforts.

Focus

on production and pull-through through the utilization of quality control and review loan

files to

ensure adherence to internal and external regulatory requirements.

* Perform human resource related tasks for the department such as coaching and

evaluation and

training needs.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Bachelor of Science, Business/Human Resources(2015)

AIU, Hoffman Estates, IL

NMLS# 1018994

Contact this candidate