Customer Service Quality Assurance

ANAHIT ‘ANNA’ KRAKOOZIAN

**** ****** ****** ****, **** 106 N Hollywood, CA 91605 H 818-***-**** C

818-***-**** ***********@**********.***

Highly qualified, motivated professional, fluent in three languages, English, Armenian,

and Russian. Seeking career advancement within dynamic, high growth organization

that welcomes fresh ideas, initiative, and dedication. Exceptional ability to work under

high pressure, offering 10+ years of high volume financial and loan processing and

underwriting experience.

PROFESSIONAL PROFILE

Pursued business development through innovative initiatives that resulted in

increased revenue growth

Established large-volume, high-profit accounts with extreme retention levels and

customer loyalty

Balanced loan production with leadership via conceptual thinking and strategic

planning

Identified, established and managed strategic relationships to leverage significant

long term business opportunities

Effectively conveyed intricate loan processing, underwriting, and computer system

training presentations

Ensured customer service and satisfaction is afforded highest attention and priority

Successfully built and maintained key corporate relationships

EXPERIENCE

BANK OF AMERICA / WESTLAKE

IN LINE QUALITY ASSURANCE (ILQA) and PROCESS SUPPORT LEGACY

ASSURANCE

March 2012 – 2013 September

• In Line Quality Assurance for BOA ( FHA/ VA Loan Modifications)

• Root Cause Analyst ( FHA/ VA, CONVENTIONAL, DOJ, SFO, GSE, FANNIE

MAE, FREDDIE MAC

• Loan Review & Documentation

• Mortgage / Lending Procedures

• Loan Modifications

• Real Estate Sales Coordination

• Work well in fast paced environments

• Meet deadlines

• Proficient in MS Word, Excel, Outlook, PowerPoint

• AS 400, LPS, SharePoint, LMA, HomeSaver, LMF, IPortal,LAMP, URBAN,SIMD

• Knowledge of mortgage/accounting specific software (point)

• Customer service oriented and professional demeanor

Special Project- Loss Mitigation - Root Cause Analyst

Responsible for reviewing work load of daily loans and determine root cause of over 30

day delays. Review documents time frames and governmental regulations. Audit Loan

Modifications for FHA, VA DOJ, SFO, GSE.

In Line Quality Assurance

Responsible for reviewing, analyzing (auditing) Underwritten FHA Loan

Modifications/Conducting monthly QC audits of loan servicing to ensure business is in

compliance with State and Federal Regulations, agencies requirements and internal

policies and procedures in the Residential Servicing.

Knowledge of the regulations and guidelines mortgage loan modification, quality control

audit reviews or compliance, including validation of income. Strong written and verbal

communication. Solid negotiation, excellent time management skills with an emphasis

on quality.

Systems used: AS400, Iportal, LMP, LAMP, Urban, SimD

Foreclosure Specialist

Monitor foreclosure loans and ensures that foreclosure actions on individual accounts

were completed in a timely manner, according to investor/insurer, state, and regulatory

guidelines. Worked in direct contact with Bank Attorneys in regards to foreclosure

timeframes and deathliness.

RECRUITMENT COORDINATOR

June -2009-2012 March

Under direction of Lead Coordinator for department, this position is responsible

for creating and posting Job Requisitions from the Employee Requisition into the

recruitment system of record. Maintains productivity standards as set by Lead

Coordinator or Operations Manager. Answers and directs all calls in a timely and

efficient manner. Greets and assists all managers directs them appropriately.

Provides effective customer service. Reviews postings for completeness. Other

duties as assigned. Work in a Labor/Management Partnership environment.

knowledge of personal computers to include Windows based software applications,

and web based navigation skills. Perform effectively in a high volume, fast

paced environment with multiple priorities. Effective customer service and

communication skills.

2004–2009 Farmers Financial Solutions INDEPENDENT CONTRACTOR/

LICENSING DEPT.

Assist the Firm’s Licensing and Registration Department in various capacities including

but not limited to: Processing Agent enrollment applications, verified and validated

information gathered through various background searches. Assisted the Department’s

Manager with the filing of branch location registrations with the FINRA (webCRD

system). Perform various clerical and administrative support including scanning, filing,

copy and mailing.

2000-2004 Wells Fargo Mortgage RPI-LOAN CLOSER/TRAINEE

Successfully contributed expertise in loan processing and underwriting to accurately

prepare and appropriately route FHA, VA, and various conventional closing packages to

the title agent. Consistently delivered closing packages within the mandatory 48-hour

deadline prior to schedule signing date. Drew up all required documentation and

reconciled the financial settlement statement with the title/company and loan officer to

ensure completeness and accuracy. Actively processed numerous mortgages on a

monthly basis. Facilitated training for personnel at several branches on the LPS-LTS

(NTS) computer system as well as on general closing and funding guidelines. Enjoyed a

fine rapport with others by building and maintaining strong interpersonal working

relationships.

1999-2000 Diversified Capital, Inc LOAN UNDERWRITER

Effectively provided lending decisions on consumer loans related to FHA and HUD

mortgages. Analyzed loan applications and determined loan structure and documents

needed to secure lender’s position. Reviewed a total of 7K+ files for DE underwriter

ensuring completeness and accuracy. Demonstrated excellent ability to review and

evaluate complex financial statements, personal financial information, and tax forms.

Closely collaborated with internal review appraisers in evaluating DE underwriters’

compliance with all FHA requirements. Evaluated and appropriately rated each file in

strict compliance with all HUD contract requirements. Exhibited superb verbal, written,

and interpersonal communication skills necessary to effectively interface with personnel

from all levels of the organization as well as with customers and/or external

representatives.

1998-1999 WMC Mortgage Corporation LOAN CLOSER / FUNDER

Accurately and efficiently reviewed files received from in-house processing and

underwriting departments. Utilized experience of mortgage closing and funding

guidelines to make sound determinations. Routinely prepared legal documents for

settlement, forwarded closing packages, and wired to appropriate settlement agents

with excellent results in terms of expedience. Evaluated conventional/non-conventional

loan files to ensure accuracy and completeness and authorized disbursement of funds

on files that met required criteria. Effectively processed wire transfers into settlement

agents’ trust accounts. Delivered final approval of loan file prior to authorizing

disbursement of loan proceeds including approval of HUD 1 and appropriate routing and

execution of required documents. Regularly followed up on outstanding wires for all

canceled loans. Conducted the final review of computer data to ensure proper loan

services and reviewed for any final conditions requested by the underwriter. Obtained

respect of peers and superiors through the provision of exemplary job performance.

1994-1998 Coast Federal Bank ASSISTANT UNDERWRITER / FILE

AUDITOR

Spearheaded all aspects of approving and denying mortgage loans, following mortgage

industry standards and bank policies and procedures. Processed, purchased, and

refinanced loans from opening through to funding. Carried out data entry and completed

all required loan documentation. Reviewed and evaluated information on loan

documents to determine if buyer, property, and loan conditions met establishment and

government standards. Approved or rejected loan application and/or requested

additional information. Recorded loan rejection specifying investor and institution

guidelines and basis for declining application, such as insufficient cash reserves.

Assembled documents in loan file, including acceptance or denial, and returned file to

originating mortgage loan office.

1993-1994 Countrywide Funding FUNDING ADMINISTRATION

Routinely scheduled appointments for customer with the title company. Prepared final

closing documentation for signature, reviewed signed loan documents to ensure

accuracy and completeness, and balanced and wired funds to appropriate title

companies. Personally funded 16 to 18 loans p er day. Shipped all funded loans to master file

audit with exemplary results in terms of organization and efficiency.

1983-1992 Great Western Bank FINANCIAL SERVICES REPRESENTAITVE

Conveyed a positive, professional demeanor at all times while delivering top quality customer service to

prospective and existing clients. Performed statement analysis, cash handling, computer operations,

telemarketing coordination and supervision, as well as merchandising and marketing of new financial

services. Continuously interacted with executive level management personnel, department supervisors,

and their staff members in the course of administering to customer service.

TRADE AND TECHNICAL SKILLS

Glendale Community College

Loan Underwriting / Processing Customer Service

FHA /VA /HUD /Conventional Loans Financial / Risk Management

Loan Openings / Closings Strategic Planning

Microsoft Office: Excel, Word, Internet

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate