Customer Service Quality Control
Resume:
MICHAEL C. BATES
Rock Hill, SC 29730
Mobile: 980-***-****
Email: ********@*****.***
SUMMARY OF QUALIFICATIONS
Over 25 years of experience ranging from Customer Service, Sales, Loan Processing, Collections, Loss Mitigation,
Bankruptcy, Foreclosure, Investments, Finance, Auditing, to Underwriting with recognized companies.
EXPERIENCE
Front End Residential Mortgage Loan Processor
Accenture Credit Services, Charlotte NC
November-2013 to June-2014
Set up loan files and order all exhibits (i.e., VOE's, VOD's credit report, etc.) as soon as the file is received.
Make intro calls to verify loan details and request additional documentation if necessary.
Make right party contact within allocated timeframe and setting customer expectation for document delivery
dates.
Manage pipeline of loans within required performance standards within closing and rate lock expiration time
frames.
Process the loan file verifying the accuracy and completeness of each document. Update data on computer
system as soon as documents are received.
Obtain and review customer documents, and clear conditions commensurate with authority level.
Ensure integrity of all data and process inputs. Order necessary documents and follow-up with vendors/third
parties to obtain in timely manner.
Submit loans to underwriting for conditional review and full approval upon receipt of appraisal, once all DU
conditions have been met and validated.
Work up cases for submission when all required exhibits are received. Follow up on submitted loans and/or
pended loans.
Exceed customer expectations by providing highest level of customer service.
Residential Mortgage Loan Auditor Level II
Accenture Credit Services, Charlotte NC
April-2013 to November-2013
Audited files submitted by Underwriters to confirm those documents such as tax returns, appraisals, bank
accounts, investment accounts, credit reports, and any other statements that have been made on the mortgage
application are completed.
Evaluated the Underwriters calculations of all source of income to confirm income is calculated correctly.
Reviewed and audited all relevant information from the Client’s servicing system to confirm systems data versus
the executed loan modification documents were within compliance with the investors’ guidelines.
Provided quality mortgage services by effectiveness and objectiveness within in-house auditing by the use of
quality control procedures and due diligence reviews.
Complied with clients, state and federal laws and regulations.
Residential Mortgage Junior Loan Underwriter
Accenture Credit Services, Charlotte NC
April -2012 to April-2013
Reviewed and evaluated information on mortgage loan credit file documents. Which included, review of income,
assets, credit and automated underwriting findings.
Responsibilties included accurately evaluating self employed income utilizing automated tools or worksheets.
Partner with Loan Originators and/or Loan Processors to aid in resolving mortgage application conditions.
Responsibilities included entering all underwriting conditions into Encompass LOS system.
Assisted Processors with the completion of any and all forms for products offered by client. Which included,
income calculation forms.
Responsibilities included reviewing and clearing conditions on loan files that have been issued on a conditional
approval.
Prepared records and reports as requested regarding loan file completeness.
Scanned files into LOS system for permanent storage.
Supported closing and operations with underwriting exceptions received by investors and ensured that ACS was
not re-proced due to underwriting errors.
Quality Control Loan Processor
Aerotek Staffing, Charlotte, North Carolina
September-2011 to January-2012
Process documents for pre-approval for loan modifications.
Review financial documents to determine eligibility/options for loan modifications, bank statements, award
letters, paystubs, and profit & loss statements.
Analyzing the documents to determine full eligibility or partial eligibility for options
Work closely with clients to identify their needs and challenges and provide solutions, options, and timelines.
Examine property values, housing to debt- ratios, and principal loans to insure if there is equity in home
Utilized strong ability to sell government modifications for the ability to assist homeowners.
Initiating short sales and deed-in-lieu
Loss Mitigation Specialist Level II
Citi Financial, Fort Mill, SC
April-2009 to June-2011
Offering every solution to provide options to clients.
Direct, facilitate, and implement changes to business policies resulting in customers complaint and business
error
Provide strategic direction and information to clients resulting in financial growth and debit reduction.
Negotiate and implement available assistant programs to reduce the company’s delinquency rate.
Evaluate individual clients’ situation to find best possible solution based on conventional and government loan
guidelines.
Provide programs, options, solutions to clients that need assistance for mortgages.
Evaluate all levels of Investors/Government and Bank regulation guidelines.
Financial Service Investor
E*TRADE Securities LLC, Charlotte, NC
March-2007to April-2009
Worked with existing clients in building their portfolios by assessing their investment objectives, risk tolerance,
time horizon and unique circumstances.
Extensive products knowledge including fixed income securities, mutual funds, unit investment trusts, and
insurance products.
Solid understanding of the financial planning, portfolio management and asset allocation process.
EDUCATION
Bachelor of Science in Finance, Marymount College, 1996
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