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Customer Service Manager

Location:
Long Beach, CA, 90803
Salary:
65000
Posted:
March 17, 2016

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Resume:

Rebekah Mandley

Van Nuys, CA *****

562-***-****

actzji@r.postjobfree.com

Skill Summary

Managemennt Level or Team Lead or Special Materail Expert titles in most postions listed with in my tenure of work history regardless of field. High level of understanding of fundamentals of loan underwriting of residential mortgage loans for FHA/VA/Conventional products through manual underwrite as well as AUS engines in wholesale and retail environments.

H&R Block, Full-Time November 2015 – Current

Office Lead

Overseeing all aspects of office format. Handling scheduling to have continuous office coverage through out tax season in pre and peak times. To communicate with corporate office the need for maintanance and repairs within facility. Ordering office supplies. To oversee all client scheduling, call out confirmations of clients, handle call backs for setting appoints with prior year clients. Track daily client load and determine daily store goal and any need to drive more clients to reach that goal. Handle open/closing procedure to secure facility, daily cash funds and previous days deposits and track and log POS daily sales reports. Managing day to day functions of the facility and prepping for following day and upcoming weeks with season peaks. First and foremost to provide the clients with the upmost customer service.

First American Title Co., Full-Time May 2015 – November 2015

Post-Closing QA Underwriter (Post Close)

Conduct post-closing audit by full underwrite of credit to agency guidelines as well as lender overlays. Review credit, calculate income, review appraisal and assets. Verifying documentation meets findings and guidelines. Review file for compliance issues and any repurchase or unsaleable issues. Working with lender to correct issues on loan file. Keep up with daily production requirements and provide a 24 hour turn on all loans. Attention to detail, customer service and provide smooth process of providing a sound loan product.

H&R Block, Full-Time September 2014 – May 2015

FY Tax Pro/Preparer

Process clients tax returns. Verifying validity of W-2s for authenticity. Apply tax laws and allowable tax breaks to secure the lowest tax liability for clients. Review, apply and educate borrowers on the Health Care Reform Act and how it applies to their tax liability. Help walking them through the steps of avoiding additional tax liability under the reform.

Bank of America, Full-Time September 2013 – September 2014

Reps & Warrants Underwriter/Post Closing Underwriter (Wholesale)

Handle discovery and litigation support though re-underwrite of established loans for any defaults/compliance/deficiency allegations for court proceedings. Supporting final decisions through thorough analyzing of income, assets, credit, appraisal, title or closing documents. Prepare Mortgage Letter to support decision based on appropriate agency guidelines

Bank of America, Full Time March 2012 - March 2013

ILQA - In-line QA Underwriter (Wholesale)

Review all financial and credit documents and issue a final loan decision. Review and clear all PTD and PTF conditions. Ensure compliance of RESPA requirements in fees and disclosures throughout loan process

Prospect Mortgage, Full Time June 2011 - January 2012

QA Underwriting Auditor (Wholesale)

Audit current closed loan files for 226 check points prior to investor delivery for underwriter score card evaluation. Audit income, appraisal, title and credit decisions based on guidelines and investor overlay guidelines rendered by staff underwriters to assess their decision accuracy. Report findings directly to underwriter for coaching purposes as well as to upper management for implementation of process changes.

Bank of America Full Time August 2010 - June 2011

LAS Underwriter (Wholesale)

Issue loan approval or denial from AUS decision on FHA/VA/Conventional loans. Review credit, income, assets, title and appraisal based on guidelines. Review and clear all PTD and PTF conditions. Communicate with account executives, account manager as well as broker and processing staff.

IMA/Prime Home Loans Full Time October 2009 - July 2010

Operations Underwriter /In-house Underwriter (Retail)

Review and prepare file for lender submission. Run file through various AUS engines for loan decisioning. Delegated authority with lender for sign off on various PTD and PTF conditions. Board loans to underwriting department electronically. Communicate loan process to all involved, broker, processor, borrower, and lender staff.

New Horizon and Associates Full Time December 2008 - August 2009

Processing Manager (Retail – Modifications)

Assign loan files to processing staff and maintain production. Train processors on the fundamentals of structuring and submitting a modification request to lender. Support processing staff in decisioning difficult files and aid in calculating complex self-employed income documents Schedule C, Schedule E and 1120 and K-1 income.

Wall Street Financial Group Full Time, December 2006 - December 2008

Consultant/Trainer (Retail)

Worked on a consulting basis to grow business revenue. Trained sales staff on how to structure a solid loan and how to submit a file to processing properly. Scrubbed client base for current, prior year closings and declined files to create new business and propel revenue. Worked directly with staff, account executives, lender to increase production levels

Mach 3 Funding Full Time, September 2004 - December 2006

Loan Processor (Retail)

Aided in establishing start-up company. Structured the set up and flow of processing department with sales agents and processing staff. Worked directly with CEO and Sales Manager to develop relationship with investors and their staff. Handled all bookkeeping and payroll. Oversee processing staff and workflow and maintain high production levels



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