Customer Service Quality Assurance

Jason Matthews

*** ***** ***** **. *********: 321-***-****

Poinciana, FL 34759 E-mail: *********@***.***

Summary

I am a financial executive with over nineteen years experience in property management, credit evaluation, mortgage

lending, title analysis, appraisal review, clearing of conditions, customer support and teaching. Strengths include

problem solving, management, finding creative solutions, using financial systems in a high volume processing and

underwriting environment. My underwriting experience includes conventional retail underwriting of conforming and

non-conforming loan products. I began managing personal investment property in 1995 and have built a fiscally

solvent company by instituting financial quality controls which have ensured a long term income stream.

Experience

Sept 2013-Present Title Source Orlando/Jacksonville

Corporate Liaison to Chase Bank

• Managed and supported over 500 team members in 10 locations nationwide for Title Source and Chase Bank.

• Ensured fiscal and legal viability for FHA, Conventional, VA and HARP mortgage purchases and refinances.

• Worked hand in hand with Chase leadership to develop new policies to ensure Title Source provided the most streamlined

service possible to create a WOW customer experience for borrowers.

• Facilitated and worked directly with the design team for a high volume title processing and clearance environment which

supports loan closings of over seven thousand per month.

April 2012- Sept 2013 Bank of America Orlando

Home Servicing Specialist II

• Processing and underwriting residential mortgage loans in a high production environment.

• Maintained a high level of customer service as the Point of Service Specialist/Coordinator for the internal and external

customer from the loan submission to the loan closing.

• Approving and declining mortgages at initial submission, clearing conditions throughout the process and issuing the final

approval.

• Closed an average of 25-30 FHA, Conventional and VA loans per month.

Nov. 2010- Jan. 2012 Digital Risk (Temp. Contract Employment Only) Orlando

Forensic Underwriter

• Analyzed Credit, Income & Assets for Exiting Defaulted Loan Applicants for the Purpose of Repurchasing due to Fraud.

• Reviewed & Evaluated Appraisals & Title Reports.

• Utilized Online Resources to Research Loans for Fraudulent Applications.

• Audited Loans for Compliance, Quality Assurance, and Due Diligence.

• Prepared legal briefs detailing the fraudulent aspects of each loan contained within a mortgage backed security.

2007-Oct. 2010 Kirby Inland Marine Orlando

Tankerman

• Coast Guard licensed Person in Charge (PIC) of loading and discharging petrol chemical

barges.

• Responsibility’s included safely securing all barge tows to the dock or the fleet and analyzing

the proper pipeline connections from the barges to the petrol chemical refineries.

• Ensured all barges were loaded to correct Coast Guard mandated safety drafts, tows were

correctly navigated through locks and bridges on all western waterways in the United States.

2002-2007 First Franklin Financial Corp. Orlando

Sr. Underwriter

• Underwriting of all sub-prime products. IE. Full Doc, Limited Doc, No Income Verification, No Doc and Bank

Stmt Programs.

• Reviewed appraisals, title work, income, credit, and 1003 to ensure each loan fit within First Franklin’s guidelines

and could be sold on the secondary market.

• Restructuring of loan files to fit First Franklin’s guidelines if needed.

• Loan authority included appraisal training that allowed the appraisal review to be waved upon my determination

of value.

• Average files underwritten per month were between 180-220.

2001-2002 Amicus Holdings Orlando

Sr. Underwriter

• Final underwriting of all bank products, including Home Equity Loans, Auto Loans, Personal Lines of Credit,

Overdraft Protection Accounts and Credit Card Accounts.

• Obtained and reviewed all loan documentation from clients and reviewed the documentation to ensure favorable

legal conditions and fiscal eligibility. Responsible for accurate completeness of every loan file to ensure a timely

and correct closing.

• Review/reunderwrite all Home Equity, Personal Line of Credit, and Overdraft Protection declines to ensure

accuracy for auditing purposes.

2000-2001 Morgan Stanley Online Orlando

Customer Support Representative/Technical Support Representative

• Trouble shooting brokerage and technical issues on a daily basis.

• Liaison between clients and back office operations.

• New account planner and option consultant.

1998-1999 Pagenet Paging Inc. Kansas City/Orlando

Programmer/Inventory Representative/Customer Support Representative/Manager

• Managed day to day running of the Inventory Department.

• Kept accurate totals on inventory for accounting purposes.

• Kept inventory levels up to par.

• Took and filled Account Managers pager needs/orders.

• Handled all of the account mangers and resellers customer support needs.

• In charge of all pager programming i.e. (attaching/detaching phone numbers, add/deleting options such as voice

mail, and troubleshooting/fixing programming problems).

Education

1995-1997 Johnson County Community College Overland Park, Kansas

• Associates of Arts Diploma

• Member of the Dean’s List

1997-1999 Pittsburg State University Pittsburg, Kansas

• 3.1 GPA

• Course work in Economics, Accounting and Finance

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