Customer Service Manager

CHARMAINE SHILLETTO

*** ******* ****** • Hempstead, NY 11550

Phone: 516-***-**** • Email: *********@*****.***

CAREER PROFILE:

Dynamic, seasoned, top-performing professional with over 25 years of leadership experience in credit lending in business environments, underwriting, human resources, management, staff training and optimizing productivity. Skilled verbal and written communicator who is highly motivated to improve processes, streamline operations and increase revenue. Proven ability to provide cost-saving evaluations by applying a priority driven, detail-oriented mind-set. CORE COMPETENCIES

• Training/Education

• Credit Report Analysis

• Dispute Resolution

• Customer Service

• Strong Analytical Skills

• Inquisitive/Observant

• Critical Thinking

• Communication

• Regulatory Compliance

PROFESSIONAL HIGHLIGHTS

WELLS FARGO HOME MORTGAGE, Hicksville, NY 2015-PRESENT CONSUMER LOAN UNDERWRITER IIII

Expertly review and examine mortgage transactions to ensure accuracy and completeness by ensuring documents are consistent and uphold to company and industry guidelines.

Implement fraud detection techniques while performing compliance reviews through knowledge and skill-set to identify types of information that require investigations relative to current/prospective customers/applicants.

Perform audit reviews, work direction and/or training to lower level team members and provide feedback to supervisor/manager.

Thorough understanding of underwriting policies and procedures, including investor guidelines and regulatory updates with strong knowledge of automated underwriting systems, their input and output.

Strong ability to review and analyze information (including legal records) with a general knowledge of the source systems used to gather information in order to identify “red flags” and weaknesses that present significant risk exposure.

First line of defense against loan application misrepresentation by working closely with compliance, legal and Retail Loss Prevention groups.

BANK OF AMERICA, Jericho, NY 2009-2015

A.V.P. CREDIT QUALITY TEAM LEADER (2014-2015)

• Manage a group of analysts that are responsible for performing strategic analysis to improve portfolio risk, profitability, performance forecasting and operational performance.

• Careful analysis and interpretation of credit reports to define trends, issues and opportunities in reported data to the CRAs.

• Maintain an error-free production for six consecutive months through diligent quality audit review resulting in reduced negative impact on customer accounts.

• Act as a subject matter expert for questions relating to compliance, Metro 2 Standards and FCRA requirements.

• Perform more complex root cause analysis escalated from the team by reviewing complicated credit data scenarios and develop remedy solutions.

BANK OF AMERICA, Jericho, NY

A.V.P. MORTGAGE FULFILLMENT TEAM LEADER (2009-2014)

• Experienced in Conventional, FHA, FNMA, FHLMC, VA and BOND loan products.

• Effectively managed a team of 14 associates, making associates aware of how their work fits into larger processes that impact our customers.

• Worked with Legal, Credit Policy, Compliance, and Direct Lending.

• Served as a loan quality second review specialist of underwritten loans

• Diligently exercised MERS signing authority by carefully reviewing all documentation presented for signature.

• Reduced loan processing turn time from 5 days to 3 days by developing stream- line procedure through work distribution.

CAREER EDUCATION CORPORATION, Garden City, NY 2008-2009 ADMISSIONS REPRESENTATIVE

• Professionally assisted prospective students through the admissions process in accordance with all applicable federal and state regulations, accrediting standards and requirements, school policies, programs and procedures.

• Delivered consistent, knowledgeable and accurate advice to students in regards to goals and expectations.

• Partnered with other departments, including Financial Aid and the Office of the Registrar to ensure the delivery of a high level of service to every student.

• Received award for the most enrollment for the fourth quarter of the school year.

• Presented information regarding the school’s programs and tuition in a factual and ethical manner. WELLS FARGO HOME MORTGAGE, Melville, NY 2007-2008

UNDERWRITING MANAGER/LENDING MANAGER

• Exceeded credit quality benchmarks for all internal and external audits by analyzing and administering solutions for all uncovered findings.

• Sold every loan and achieved 100% scoring on all audits by developing, implementing and monitoring audit follow-up strategies by ensuring audit findings were addressed and corrected.

• Created a culture to provide superior customer service by maintaining turn-times to acceptable standards for given volumes and market conditions.

• Utilized keen analytical, auditing and decision-making skills to meet expected deadlines. AEGIS FUNDING CORPORATION, Melville, NY 2005-2007

REGIONAL UNDERWRITING MANAGER

• Strong frontline experience in all types of files including Conventional Conforming, Non-Conforming, Jumbo, Condo and Co-op.

• Second sign team’s underwritten files of loan amounts in excess of $750,000.

• Increased the branch’s productivity to $50+ million per month by training staff in procedures, systems and company policies.

• Identified opportunities and recommended methods to improve customer service, work processes and financial performance.

NEW CENTURY MORTGAGE, Melville, NY 2003-2005

UNDERWRITER

• Review loan for completeness and provide decision with SLA.

• Validate and verify accuracy of documentation for employment, income, assets and credit.

• Underwrite and approve appraisals to determine soundness of value.

• Clearly and accurately condition loan files by ensuring all originated loans meet investor standards and are in compliance with all program, state and federal guidelines. EDUCATION & LICENSURES

SHORTWOOD TEACHERS COLLEGE, KINGSTON, JAMAICA, W.I. Associates Degree

SUNY COLLEGE AT OLD WESTBURY, NEW YORK

Psychology Coursework

PROFESSIONAL LICENSES: Federal Safe Act (National Mortgage Licensing System – NMLS)

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