Manager Member/Customer Service

Veronica A. Stewart

Oak Park, MI ***** (C) 313-***-**** (H) 248-***-****

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

Veronica A. Stewart

Oak Park, MI 48237 (C) 313-***-**** (H) 248-***-****

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

PROFESSIONAL EXPERIENCE

LAKE TRUST CREDIT UNION (F/K/A Detroit Edison Credit Union), Plymouth, MI

2010 - 2014

Consumer Loan Servicing Supervisor

Manage servicing for consumer loans with a combined portfolio of $1.162

Billion

. Managed and train Loan Servicing staff of six with a member call volume

of 2400 external members and internal business units per month.

. Led Credit Union and Consumer Lending Department goals and direction,

setting schedules, reviewing performance, coaching, developing and

taking corrective action for performance deficiencies to determine and

meet specific department and Credit Union goals.

. Accountable for: Title and UCC processing and tracking, Collateral

Protection Insurance, home equity loan discharges, payment and payoff

check processing up to and including deficiency balance loans, loan

maintenance.

. Conducted department meeting to ensure excellent member service and a

positive work environment.

. Reviewed audit reports and exceptions, investigate, resolve and assist

in preparing written response to management, internal and external

auditors. Followed-up with possible procedural changes if necessary.

. Responded to escalated member concerns and complaints with diplomacy

and personal yet a professional approach.

. Developed current department procedures enhancing sales and service

skills, goals and operations.

. Directed and maintained on-going servicing of consumer loans and first

and second residential mortgage loans that are held in portfolio or

sold servicing retained as well as Home Equity Lines of Credit.

. Responsible for ensuring timely and accurate completion of all

servicing related functions including, mortgage and home equity loan

payments, and home equity discharges of mortgage.

. Ensured excellent member service for consumer loan servicing and home

equity loan servicing.

. Coordinated with Manager of Consumer Origination development and

implementation of enhanced operational systems and procedures for the

Consumer department including forms management; maintain Consumer

guidelines, policies and procedures.

. Assisted with daily, monthly, and year-end reporting requirements

including annual statements, escrow analysis, and 1098 Forms.

. Monitored internal quality control review reports and findings to

ensure loans are in compliance with credit union guidelines, policies

and procedures. Also, review reports for loan integrity from outside

agencies and takes appropriate action to resolve issues identified.

. Responsible for reviewing Internal Audit Reports and developing actions

to correct deficiencies in conjunction with Manager of Consumer Loan

Department.

. Core System: DNA/OSI

. alary: $

DETROIT EDISON CREDIT UNION, Detroit, MI 2007 - 2010

Loan Servicing Manager Promoted from Mortgage Servicing Supervisor in

January 2007.

Managed servicing for consumer and mortgage loans with a combined portfolio

of $500 Million.

. Managed and trained Loan Servicing staff which includes communicating

Credit Union, Consumer and Mortgage Department goals and direction,

setting schedules, reviewing performance, coaching, developing and

taking corrective action for performance deficiencies to determine and

meet specific department and Credit Union goals. .

. Conducted department meeting to ensure excellent member service and a

positive work environment.

. Responsible for ensuring timely and accurate completion of all

servicing related functions including property taxes, homeowners, flood

and private mortgage insurance, escrow process, mortgage loan payments,

mortgage title policies, discharges of mortgage, and home equity loan

payments.

. Ensured excellent member service is provided for consumer loan

servicing and mortgage loan servicing.

. Coordinates with Manager Mortgage Origination and Manager of Consumer

Origination development and implementation of enhanced operational

systems and procedures for the Consumer and Mortgage department

including forms management; maintains Consumer and Mortgage guidelines,

policies and procedures.

. Ensured accurate and timely balancing of general ledgers relating to

Mortgage and Consumer Loan department.

. Assisted with daily, monthly, and year-end reporting requirements

including annual statements, escrow analysis, and 1098 Forms.

. Monitored internal quality control review reports and findings to

ensure loans are in compliance with credit union guidelines, policies

and procedures. Also, review reports for loan integrity from outside

agencies and takes appropriate action to resolve issues identified.

. Responsible for reviewing Internal Audit Reports and developing actions

to correct deficiencies in conjunction with Manager Mortgage

Origination and Manager of Consumer Loan Department

. Core System - XP2.

Mortgage Servicing Supervisor (2006 - 2007)

. Directed and maintained the on-going servicing of first and second

residential mortgage loans held in portfolio or sold servicing retained

as well as Home Equity Lines of Credit.

. Acted as liaison between DMI/Dovenmuehl (mortgage servicer), staff and

member to resolve issues relating to mortgage servicing.

. Ensured Freddie Mac loans are maintained and serviced according to

second mortgage standards.

. Ensured timely and accurate completion of all servicing related

functions including property taxes, homeowners, flood and private

mortgage insurance, escrow process, mortgage loan payments, mortgage

title policies, discharges of mortgage, and home equity loan payments.

. Ensured excellent member service is provided for mortgage loan

servicing.

. Ensured that all real estate loans set-up for servicing meet NCUA,

RESPA and FHLMC rules and regulations, secondary market standards and

all other required real estate lending laws.

. Ensured loans have been underwritten according to established policies,

procedures and regulations.

. Coordinated sale of loans to secondary market as needed.

. Coordinated with Mortgage Origination Manager the development and

implementation of enhanced operational systems and procedures for the

Mortgage department including forms management; policies and

procedures.

. Supervised and trained Mortgage Servicing staff which includes

communicating Credit Union and Mortgage Department goals and direction,

setting schedules, review performance, coaching and disciplinary

actions.

. Ensured accurate and timely balancing of general ledgers relating to

Mortgage department.

. Assisted with daily, monthly, and year-end reporting requirements

including annual statements, escrow analysis, and 1098 Forms.

. Monitored quality control review reports from outside agencies;

appropriate action taken to resolves issues identified.

. Reviewed Internal Auditing Reports and developed actions to correct

deficiencies in conjunction with Mortgage Origination Manager.

. Ensured all mortgage servicing reporting requirements such as month-end

product and monthly credit bureau reports are timely and accurate.

. Core System: XP2.

Accountant (1998 - 2006)

Responsible for all Mortgage General Ledger Accounts. Reconciliations,

adjustments and entries.

ADDITIONAL EXPERIENCE

ADDITIONAL

REPUBLIC BANCORP MORTGAGE, Farmington Hills, MI 1992 - 1998

Funding Accountant

MACAULEY'S OFFICE PRODUCTS, Detroit, MI

Accounting Assistant

BLOOMFIELD MORTGAGE INC, Southfield, MI

Investor Accountant

EDUCATION & TRAINING

Certificate in Pastry & Baking, Culinary Institute - Oakland County

Community College 2013

Masters of Science in Administration, General Administration - Central

Michigan University 2003

Bachelors of Science, Accounting - Minor: Management - University of

Detroit, Detroit, MI 1992

CUNA - Mortgage Lending School - 2006

Freddie Mac Selling System - Cash - 2009

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