Customer Service Quality Assurance

Madeline Coulter

**** ******* ***, *******, ** **336

Cell: 909-***-****

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

PROFESSIONAL SUMMARY

Mortgage Professional known for strengths in processing, originations and loan servicing, income/credit

analysis and documentation review. Consistently commended for the timely and accurate completion of

compliant loan packages, facilitating volume growth while preserving book of business quality. Skilled and

Expert in:

• • •

Loan-to-Value Ratios Fannie Mae & Freddie Mac Call Centers

• • •

Debt-to-Income Ratios Dialer Systems MMI Guidelines

• • •

Credit & Income Analysis Short Sales Persuasion & Negotiations

• •

Cash-Flow Analysis Skip-Tracing

PROFESSIONAL EXPERIENCE

JP Morgan Chase, Irvine, CA Jul. 2008 –

Nov. 2013

HL CD SR LOAN PROCESSOR SR

• Worked closely with underwriters to process loans from start to finish.

• Prepared and audited 10 mortgage loans to closing per month.

• Issued 45 federal required disclosures daily.

• Reviewed 50 rate lock and point objectives weekly for accuracy.

• Inspect 30 files monthly to ensure pricing is accurate.

• Ordered all necessary appraisals, title and credit documents for review.

QUALITY ANALYST/UNDERWRITING JOB COACH

• Monitored operation performances by conducting quality reviews and audits to identify strengths and

deficiencies, ensuring accuracy of credit quality, regulatory compliance, and loan documentation.

• Ensured management is aware of all credit underwriting practices or other processes that adversely

affect the quality of loan files. Supervised employees and acted in a lead capacity.

UNDERWRITER

• Responsible for reviewing financial statements, applicable ratios, credit reports, examining and

evaluating transitions to certain accuracy, fraud detection techniques, report preparation, renegotiation

of loans, compliance review administration, providing performance feedback & communicating with

customers.

• Reviewed, examined, and underwrite loans to ensure soundness, business value and compliance with

company and investor guidelines.

• Independently conduct full and comprehensive evaluations of a variety of complex, high-risk mortgage

loan applications. Determine and document loan conditions and communicate requirements and/or

decisions.

Fremont Investment & Loans, Ontario, CA Apr. 2004 – Jun.

2008

LOSS MITIGATION SPECIALIST/LEAD

• Verified property titles, income and state regulations for assisting borrowers with repayment plans

and loan modifications. Assisted supervisor in managing a team of 10-12 employees.

• Distributed daily, weekly and monthly reports.

• Coached and trained employees to adhere to company job requirements and procedure guidelines.

Washington Mutual, Chatsworth, CA Jun. 1998 – Mar.

2004

COLLECTION SUPERVISOR

• Managed a group of 10-12 call center agents; responsible for handling 1 st payment default loans.

• Managed service levels by analyzing call volume, handle times, abandonment rates and staffing lines

to make appropriate changes to call routing models.

• Distribution of daily, weekly and monthly reports.

• Provided feedback on quality and performance. Required to perform yearly team audits and

performance reviews.

• Incorporated human research policies and procedures for disciplinary actions.

TRAINING & CERTIFICATION

• • •

FDCPA Cash-Flow Analysis HUMDA

• • •

Hardest Hit Fund Program Anti Money Laundering Fair Lending

• • •

Privacy Awareness Email Etiquette Fact Act ID Theft

• •

Americans with Disabilities Medical Assistant Certified

•

• • Credit Review

Modification Underwriting Identity Theft

•

• • Fraud Review

NMLS Identification Quality Assurance Review

•

•

Number Calculating Income

Asset Recovery

EDUCATION

Northwest College, Pomona, CA A pr. 1994 - May

1995

Claremont High School, Claremont, CA S ep. 1988 – Jun.

1991

SKILLS & EXPERTISE

GENERAL:

• Early Resolution Expert

BANKING:

• Active Learner

• Internal & Regulatory Standards

• Critical Thinker

• Mortgage

• Complex Problem Solver

• Loan Origination

• Active Listener

• Loss Mitigation

• Service Oriented

• Collections

• Independent Judgment

• Customer Support

• Communication, Oral And Written

• Customer Service

• Problem Solver

• Loan Servicing

• Multi Tasking

• Loan Modification

• Deadline-Oriented

• Imminent Default

• Quick Study

• Call Center

• Technologically Savvy

• Auditing & Compliance Title Review

• Excellent Communication & Listening

• Fannie Mae & Freddie Mac

Skills

• Exception ID & Resolution

• Detail Oriented

• Conventional Mortgages Guideline

• Outstanding Organizational Skills.

Compliance

• Telephone & People Skills

• Conforming Loans

• Efficient, Accurate

• Nonconforming Loans

• Strong Work Ethics

• Discrepancies & Delinquencies

• Works Well With Others

• Accurate & Complete Document Support

I.T. SOFTWARE & SYTEMS:

• CLOSR

• CFM

• REALEC

• FSD

• MSP

• CMS

• VLS

• LPS

• LSAMS

• Windows 98-2007, Windows XP, Microsoft Office 2003-200

• Microsoft Applications Advanced User:

Excel, Word,, Outlook, Communicator

• FORTRACTS

• ICAT

• CUSTOMER ASISST

• LENDER LIVE

• SPEED PAY

• FAST PAY

ACCOMPLISHMENT STATEMENT

Repeatedly exceeded the 95% quality assurance monthly rating.

•

Implemented policy and procedure training for quality assurance team consisting of 45 +

•

members.

Awarded employee of the month for exceeding and achieving department goals.

•

Obtained a score of high exceeds in yearend review.

•

Developed materials and presented high level workshops and national conferences for all level

•

JPMorgan Chase underwriters and quality insurance employees.

Took over manager’s responsibility for weekly meetings to discuss changes in procedures and

•

guidelines.

Acknowledged for creation of exceptional underwriter loan documentation, which was

•

implemented as the standard to be used by all underwriters.

Achieved a score of “Highly Exceeds” in annual performance reviews.

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Obtained numerous thank you letters from customers applauding my customer service skills.

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Recognized by management for meeting monthly incentive awards every month.

•

Created and developed training materials and trained employees for new job functions.

•

Inspired and coached low performing employees in achieving their monthly goals.

•

Assisted management in developing a positive workspace for employees to feel appreciated for

•

their performance.

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