Manager Quality Assurance

Jose Luis Gonzaga Jr.

**** ******** *** ********, ** 91016

*************@*****.*** Mobile: 909-***-****

EDUCATION

Thomas Jefferson School of Law, San Diego

Juris Doctor, Spring 2009

University of California at Santa Barbara

Bachelor of Arts Law & Society, Spanish Literature, Spring 2005

SKILL SETS:

• Prepare and execute strategies, develop opportunities and manage resources following best practices to produce

highly profitable production and growth under strict time constraints.

• Compose briefs, reports, audits, policies, procedures, and strategic goals and objectives. (Advanced knowledge

and use of Excel and PowerPoint.)

• Effectively interact and communicate reports and presentations with all levels of management and staff.

• Successfully manage staff of up to 15 leading professionals to meet and exceed forecasted goals consistently.

• Present briefings, instructional trainings, win-win negotiations with internal and external customers and apply

diversified interviewing techniques to acquire technical information.

• Experienced in banking and financial services, policies and procedures including, but not limited to, AML, BSA,

KYC, CDD and OFAC.

• Proficient in analyzing and interpreting federal law and statutes.

• Bilingual: fluent in English and Spanish.

Core Competencies:

Banamex USA Quality Assurance Analyst AML/CDD Unit September 2014- April 2015

• Revise and understand Banamex USA AML/BSA policies and procedures in order to effectively and efficiently

execute a quality product.

• Fully review and qualify existing KYC’s and provide appropriate feedback to call center analysts to improve the

quality and completeness of their KYC.

• Assist and consult with team lead and QA Manager on daily stratagem and assignment of cases to available

personnel in order to provide the most efficient use of resources to meet daily forecasts.

• Analyze/synthesize data and create reports in order to more effectively seek out department weaknesses and focus

on their improvement.

• Disseminate a focused understanding of procedures to colleagues to produce a more consistent, quality work

product to meet and exceed goals.

• Review client transactional history including future transactions for possible AAR or SAR escalation.

• Assist in the development of upcoming team leads and staff on more efficient use of Excel reporting and

presentation in order to present in a clear and useful manner to upper management.

Title 365 Quality Assurance Specialist February 2014 – July 2014

• Document particular order status and compare to expected outcomes while ensuring best practices.

• Consult with management and personnel on better operational procedures to improve overall efficiency and

product yields.

• Provide information for agents and other Title 365 departments when critical quality issues arise.

• Prepare agent/order evaluations reports and submit them to Quality Assurance manager and other upper

management.

• Assist in development of special department projects in conjunction with upper management.

• Determined how a system should work and how changes in conditions, operations, and the environment will

affect outcomes.

One West Bank Exceptions Clearing Team Lead (Project) January 2013 – June 2013

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Jose Luis Gonzaga Jr.

2414 Rochelle Ave Monrovia, CA 91016

*************@*****.*** Mobile: 909-***-****

• Created, developed and executed strategies to efficiently and expediently respond to neutral third party review

inquiries.

• Spearheaded an elite group of 12-15 attorneys and servicing senior professionals responsible for responding to all

inquiries regarding One West Bank foreclosure processes and monitored production to meet and exceed timelines.

• Managed and directed staff meetings within my department in order to efficiently assess and execute strategies to

exceed expected goals.

• Worked closely with independent third party review senior management and One West Bank senior management

to clarify any and all possible miscommunications or interpretations of state-specific foreclosure law and

documents.

• Reviewed loans for compliance under the guidelines of the Office of the Comptroller of the Currency foreclosure

review. Conducted detailed analysis and assessments of borrower complaints and servicer-provided mortgage loan

documentation. Reviewed foreclosure procedures and adherence to the foreclosure process for loans in all 50

states.

Promontory Financial (Independent Foreclosure Review/Project)

Senior Analyst/ Quality Control Senior Analyst June 2012 – January 2013

• Selected out of a 250-plus staff of attorneys and mortgage professionals to re-vamp state-specific foreclosure

milestones and related documentation for each event.

• Collaborated directly with senior manager, senior project attorney and servicer to provide the name of each

document that was prepared, recorded or sent directly to the borrower during the foreclosure process increasing

productivity of the vendor, servicer and reviewer.

• Directed staff and managed internal processes including assigning and managing workloads to meet daily and

weekly production forecasts while achieving maximum case quality.

• Addressed all questions and concerns from all levels of analysts; worked directly with senior management on a

daily basis regarding the status of projects and the most efficient ways to successfully execute new processes.

• Trained new staff members and current staff that were not meeting production goals in order to meet production

and quality goals in keeping with department objectives.

• Communicated consistently with quality assurance department, other team leads and senior operations managers

to set and complete quality standards and goals.

Promontory Financial (Independent Foreclosure Review/Project)

Complaint Review Analyst April 2012 - June 2012

• Conducted independent foreclosure review of borrower complaints of wrongful foreclosure and default practices

as directed by the Office of the Comptroller of the Currency to determine if improper servicing actions resulted in

borrower harm.

• Obtained and reviewed financial and legal documents in order to ascertain federal and state compliance in regards

to the foreclosure process both judicial and non-judicial.

Cox Communications Technical Service Representative 2010-2011

• Received inbound calls relating to telephone, cable and Internet queries.

• Interacted with customers; provided program information, rules, regulations, laws and policy and procedures.

Office of the Public Defender: San Diego County (Felony Division) 2007-2010

• Collaborated with colleagues, legal officers, and legal experts to assist with all duties.

• Attended to various legal projects with the help of legal experts and colleagues as well as all the clerical duties

and activities such as, but not limited to, preparing legal documents and computer-related work.

• Communicated with clients and customers regarding legal issues and policies .

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