Customer Service Manager
Resume:
James T. Lee
Bloomington, IL *1721
Phone; 727-***-****
E-mail: **********@*****.***
Objective
To obtain a position that requires strong analytical and investigative abilities, with a company that has
high expectations for its employees, that supports as well as promotes career development, and where an
industrious person with strong multi-tasking and time-management skills would thrive.
Experience
Accenture Credit Services – Charlotte, NC 12/2012 to 02/07/2014
Mortgage Underwriter II – Platforms Citi Bank and Nation Star Mortgage
Verifying compliance with regulatory, investor and Company policies and procedures
Performing risk review, ensuring accuracy and completeness
Analyzed mortgage related documents such as all tax forms ranging from 1040, 1120, 1120S, K1,
Schedule E and 2106, complex asset documentation, trusts, appraisals, title and flood certifications
Issuing loan decision based on associated risks
Underwriting complex conventional transactions
Completing risks review analysis of loan transactions
Assisting with re-negotiations of loans based on lending guidelines
Communicated risk review decision to customers, fulfillment team and/or sales partner including
discussion surrounding unique or complex documentation needs
Interpreting policies while analyzing credit and collateral documentation
Implementing fraud detection techniques and performing compliance reviews
Performing extensive research to resolve complex underwriting issues
Laid-off
C1 Bank – St. Petersburg, FL 08/2012 to 12/2012
Mortgage Underwriter and Processor - Offered
Performing risk reviews, ensuring accuracy and completeness
Issuing loan decision based on associated risks
Analyzed mortgage related documents such as all tax forms ranging from 1040, 1120, 1120S, K1,
Schedule E and 2106, complex asset documentation, trusts, appraisals, title and flood certifications
Worked with loan originators to gather appropriate documents
Developed a working relationship with City of St. Petersburg and Tampa, FL for Community Lending
programs
Interpreting policies while analyzing credit and collateral documentation
Resigned – Offered relocation package of $10,000 and signing bonus of $5,000 and 30% salary
increase
Clayton Mortgage LLC – Tampa, FL 05/2012 to 08/2012
FNMA Put-back Mortgage Underwriter
Reviewed FNMA funded mortgages to confirm lender followed proper underwriting guidelines
Analyzed appraisals to confirm appraisal was within investor guidelines and escalated loans with
deficiencies
Analyzed income and asset documentation to verify original underwriter calculated proper income for
self-employed borrowers and sufficient assets for reserves requirements
Responsible for determining if FNMA should request investor to refund for deficient mortgages
Contract expired
JCIII & Associates – Tampa, FL 6/2011 - 05/2012
Forensic Mortgage Underwriter
Reviewed FHA/Conventional mortgages to determine if lender complied with investor’s policies and
procedures and prepared a brief for investor’s attorneys to determine if they should request a repurchase
or whether loan was within compliance
Contract Expired
AEGON-Diversified St. Petersburg,
F L 02/ 2010 – 06/2011
Licensed Retirement Specialist
Answer inbound calls pertaining to various retirement accounts such as 403B, 401K,
t raditional and Roth IRA, and investment counseling.
Data entry, calculate mathematical equations for grace periods, lapse, skipping payments,
loan requests, and withdrawals
Offered job in the mortgage industry
Bank of America Tampa, FL
05/ 2003 – 08/2009
Mortgage Underw r iter
Analyzed applicants’ financial status, credit score and property evaluation to determine
feasibili ty of granting loan approval or denial
Analyzed mortgage related documents such as all tax forms ranging from 1040, 1120, 1120S, K1,
Schedule E and 2106, complex asset documentation, trusts, appraisals, title and flood certifications
Approved loans within company specified policy limits
Ensured completeness and accuracy of loan agreements
Resolved a ll questions and concerns regarding loan application and loan status via heavy
p hone contact with applicants, creditors, personal bankers and vendors
Aler ted staff and superiors to the presence of suspected fraudulent loan applications
Compiled writ ten reports and case summaries to document investigations and inform
supervisors of potential fraud
Laid-off
S tate Farm Mutual Insurance, Bloomington, I L 02/
1998 -12/ 2002
Quality Analyst
Developed action plans for associates to improve the level of service as part of a quality
team
Developed and implemented concept to create a sliding quality control scale to score
representatives on the level of customer service delivered to each client
Conducted presentations to unit leaders and representatives pertaining to the nuances of
quality
M oved to Florida
First of America Bank, Bloomington, I L
01/1994 -02/ 1998
Underw r iter
Examined documents to determine degree of r isk from such factors as applicants’ financial
s tanding and value and condition of property
Communicated to field representatives and other pertinent parties to obtain further
i nformation about application information, quoted rates, and explained company’s
u nderwri ting policies
Serviced customers in branches in order to open checking, savings, CD, cash management,
I RA, and Keogh accounts
Served as assistant branch manager in the absence of the branch manager
Bank was bought out and department moved to OH and I wasn’t able to relocate
Selected Skills and Accomplishments
Computer Skills:
M icrosoft Excel, Outlook, Word, PowerPoint, Access, Lexis Nexis, Realquest, Data Verify,
Corelogic, Fraudguard, Rapid Reporting, Loan Solutions, ACAPS, Merlin, Witness, L MP,
T MO, LSAMS, Bli tz and
Quantum.
Accolades:
Awarded Spiri t Medallion for outstanding customer service (Bank of America, YEAR)
Awarded Employee of the Month on several occasions for outstanding performance (State
Farm
M utual Insurance, YEAR)
Opened more than $1 million for cash management accounts for the year 1994 (First of
A merica
Bank, YEAR)
Awarded Dist rict Sales Leader (First of America Bank, 1994)
Volunteer Positions
Bank of America Tampa, FL
C hairperson, T reasurer - Diversity Committee
Prepared and forecasted annual commit tee budget; approved payment to various vendors
Bank of America Tampa, FL
H ome Equity Response Team - Elected Representative
Served as a voice of the associates for the department
Directed monthly commit tee meetings to review and address associate concerns
Discussed ways to correct any issues within given authority as well as prepared an action
p lan to
p resent to senior management for evaluation
Bank of America, Tampa, FL
Spirit Committee
Responsible for elevating associate morale at Spirit Award meetings and quarterly and
annual
budget meetings
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