Customer Service Manager
Resume:
Micheal Kevin Jones
***********@*******.***
SUMMARY OF QUALIFICATIONS:
Over 10 years’ of experience in banking, lending, and mortgages; over 6 years of experience in Mortgage Underwriting, with exposure to Conventional, FHA, as well as VA and USDA; TRID Certified, Certified Master Mortgage Underwriter (NAMU-CMMU)
Experienced in analyzing loan documents for Fraudulent Activity; TRV-4506, Paystubs, verification of employment, Verification of rent, verification of mortgage, Visa, green card information, statements debtors, bank statements, Gift Funds
Working knowledge of DU and LP automated underwriting systems, as well as Manual Underwriting
Coordinated closings with the title and insurance companies
Communicating with executive management regarding project updates
Ability to work in a team environment and lead cross functional teams
Familiarity with FHA, NC Housing, VA, USDA, and Conventional guiding lines
Familiar with credit scoring and ways for customer to increase their credit score
Ordering Title and Homeowners Insurance with Soft pro
Microsoft Office Suite (MS Word, Excel, PowerPoint, Access); Familiar with Calyx, Encompass, Encomia, Empower, and Core
EDUCATION AND CERTIFICATIONS:
Mortgage Underwriting University Inc.
Certified Master Mortgage Underwriter (NAMU-CMMU)
TRID class Certificate
Underwriter Certificate 101 - "The Essentials"
Advanced Underwriting Certificate - "Real World Lessons"
FHA/VA Underwriting Certificate - "For Underwriters"
Due Diligence Certificate - "Learn How to Manual Underwrite Files"
FHA DE Certificate
Legacy School of Real Estate
Loan Originator Safe Act Course, MLS# 1066284
North Carolina Central University
M.A. in History with a concentration in United States and African American History 2007, Minor in English
GPA 3.583
University of North Carolina
B.A. in History with a concentration in American History 2005
B.A. Honors in African and Afro-American Studies
GPA 3.379
PROFESSIONAL EXPERIENCE
Wells Fargo 05/2016-Present
Consumer Lending Underwriter 3/Mortgage Fraud Analyst(Contractor)
Perform prefunding fraud reviews on retail mortgage loans. Identify red flags present within the loan and alerting fulfillment to the issues
Review fulfillment's resolution to determine if all red flags have been sufficiently addressed and the risk to Wells Fargo has been minimized
Review 4506T reports and other various mortgage fraud activities
Review, analyze, approve and underwrite large, unusual or complex individual consumer requests and products within company and industry guidelines.
Review financial statements, credit reports, and applicable ratios(i.e. Debt ratios, loan-to-value)
Evaluate and examine transactions to ensure accuracy and completeness
Perform formal reports for review
Ensure that documents are consistent and uphold to company and industry guidelines
Implement fraud detection techniques and perform compliance reviews
Assist with re-negotiations of loans based on lending guidelines
Contact customers and partners to gather information to make appropriate decision
Explain rationale behind credit decision
Provide work direction and/or training to lower level team members and provide performance feedback to supervisor/manager
Analyze and investigate daily Retail Mortgage loan fraud alerts generated by Rels/LoanSafe
Place fraud alerts on loans when potential fraud is suspected
Work with Underwriters to resolve possible fraud issues and concerns.
Fraud alert investigations include, Identity Theft, Income discrepancies, Occupancy, Undisclosed Properties, and/or Mortgages
Research and investigate evidence to determine mortgage fraud by using, Prefund at the Web, LPS, LIS, CORE, Rels/LoanSafe, RF Image Viewer, Speed Trap, Lexis Nexis, Realquest, Zillow, and internet searches
Maintain individual Loansafe pipeline
Analyze and investigate Home Equity Alerts
Infinity International (contract/part-time) 01/2010-Present
Delegated Remote Underwriter
Remote role to assist with overflow, assisting with up to 10 loans monthly
Review new loan files to ensure loan meets investor and program criteria. Minimum standard of 60 loans per month and a turn time of 24 hours required
Evaluates loan applications for risks and various criteria such as investor requirements, accuracy, consistency and completeness
Review transmittal & 1003 to make sure it is accurate and complete, compare to findings to verify that all information matches
Review credit report and compare to liabilities on 1003. Verify the investor guidelines for outstanding derogatory items and requirement payment or satisfaction if needed. Request updated mortgage history if needed
Calculate income using documentation required per investor, questioning any large changes in income
Review assets statements to compare to required assets.
Require documentation and source for any recent large deposits
Review title to verify our borrower has ownership on a refinance transaction and that the seller has ownership for purchase transaction
Check that chain of title meets investor requirements
Verify there are no unpaid liens or judgments and that all mortgage liens being paid off through the transaction
In charge of assessing, breaking down, endorsing and guaranteeing troublesome, complex individual buyer home loan and HELOC asks for inside organization and industry rules
Helping Cross Border Mortgage Advisors with re-transactions of advances in light of loaning rules, serving as an expert/specialized asset on troublesome issues and inquiries
Giving, criticism and preparing to less Processing and Closing staff including coaching lower level operational staff using a credit card decisioning, division systems, and arrangements
Advance powerful correspondence with business accomplices to accomplish ideal criticism and enhance the estimation of the prescribed activities to the business directors
Give center and clarity in setting up individual objectives, driving execution administration, supporting profession improvement and remunerating solid execution
Broad home loan endorsing background in a manual guaranteeing environment
Careful comprehension of endorsing strategies and systems, including financial specialist rules and administrative overhauls
Astounding verbal and composed relational abilities and have a high level of scrupulousness
Solid interpersonal abilities to manufacture and keep up proficient associations with customers, clients, inward deals staff, referral accomplices, and colleagues
Master level information of individual government forms, business expense forms, and financials
DHI Mortgage 10/2015-04/2016
Regional Loan Processor
Reviewed file for correct stacking order, AU findings for initial determination and appropriate documentation
Reviewed Loan Officer's "needs list"
Re-reviewed documentation in file, input any changes into the computer systems and re-run for a correct AU Determination
Printed a "credit package"
Submited all files to a DHI Underwriter at your Regional Underwriting Center. The files will be distributed by the Underwriting Assistant at the Regional Center Location
Reviewed conditions when received from underwriting
Provided status of file to all parties
When all conditions are received, made any changes necessary to the computer system and resubmit to the AU system
Reconciled the Fee Summary Sheet
Quality Control Responsibilities
oRead updates and comply with all Quality Control policies
oAttended QC meetings as scheduled
oReviewed all files for DHI Mortgage required checklists
oResponded to all QC write-ups within 10 calendar days
General Processor Responsibilities
oReviewed Loan Processor reports daily, Project to Close, Timeline Exception
oLoans in Process Report should be reviewed on a weekly basis
oMaintained accurate communication log
oAttended weekly processor meetings as directed by Branch Manager
oAware of AU findings in each file, don't "over-document" the file
Self-Help Lending 07/2015-09/2015
Loss Mitigation Associate/Mortgage Business Analyst (Secondary Marketing)
Approved bids sent from the servicer to move properties to foreclosure status
Underwrote, approved, and decline modifications for borrowers who are facing foreclosure
Tracked performance trends and recommends process improvements
Headed responsibility for on-time reporting of loss mitigation projects to guarantors and investors
Headed responsibility for on time processing of received cash on loss mitigation cases
Enforced loan workouts, forbearance, stipulations, modifications as well as deed in lieu transactions adhering to investor guidelines
Supervised all Forbearance, changes and payment plans to ensure compliance to agreements
Responded to cost and fees request from customer through vendor program, phone or email
Provided direction and leadership to Risk Management team members
Developed and present reports to management as needed
Prepared weekly tracking report to assure all investor and insurer specifications and guidelines are attained
Provided complex technical support within a business unit in an IT organization
Provided technical support for issues and initiatives related to systems, tools and applications used by the business or functional area
Production support and maintenance of large-scale business applications
Troubleshoot network, hardware and software issues using general guidelines, templates or direction from others and coordinates resolution with users, vendors and internal service groups
Participated in and may coordinate user projects related to application and hardware installations and upgrades
Participated in developing test scripts and coordinates user acceptance testing of technology components
Developed and / or updates user documentation and procedures
Developed and conducts user/support team training
Experienced with Microsoft Team Foundation, SQL Server, and Visio
American Financial Network 02/2014-06/2015
(Acquired by Metropolitan Home Mortgage)
Underwriter/Operations Manager
In production as an underwriter and processor, and oversaw entire process
Reviewed and evaluated documentation on processes/procedures and templates according to agreed standards
Built and effectively manage internal client relationships and work effectively across all channels and groups
Collaborated through cross functional teams to accomplish established goals
Participated in a periodic end to end review of all manuals to ensure they are current, relevant, and consistent
Focused on delivering procedures on time and to client expectations
Customer service support for communication inquiries
Closed 15-20 loans monthly and funded $2-4 million dollars
Reviewed loan application to determine the completeness of all documents and verify the borrower’s qualification for specified loan product
Advised loan officer of any deficiencies or missing documentation
Worked with escrow to obtain all items necessary for disclosure (e.g. estimated HUD, preliminary title report, closing protection letter and wire instructions)
Maintained high level of customer service by being proactive in communicating with the borrowers and loan originators
Analyzed and verify employment profile, credit strength, property characteristics, and all other information pertinent to the credit decision process
Analyzed individual, joint, and business tax returns
Interacted with other individuals involved in the process to obtain information or seek clarification about documents
Lereta Tax Services, LLC 09/2015-02/2015
Mortgage Tax Analyst
Contacted tax agencies to obtain required information. Ensure that all tax agencies are accurately identified.
Verified that the borrower name, address and parcel number match
Obtained and document current tax amount status, delinquency and redemption information through coordination of agency visits, written and telephone correspondence with agencies
Assured that all assigned loans are completed within the contracted due date requirements
Assertively communicated status of assignments and any opportunities for improving the department’s performance to the appropriate lead person or manager
Obtained and record property tax data information gathered from tax agencies to input into contracted loan data base
Accurately entered agency tax data by inputting alphabetic and numeric information to applicable systems and formats
Verified entered agency tax data by reviewing, correcting, deleting, or reentering data, purging files to eliminate duplication of data
Maintained customer confidence and protect operations by keeping information confidential
Higher One 08/2013-08/2014
Customer Service Representative
Remote position
Responded to a high volume of inbound telephone calls and email requests from Higher One accountholders
Assisted customers with questions and issues regarding their accounts
Reviewed alerts generated from the AML monitoring system and analyzed questionable activity detected, as well as determined if an inquiry and/or investigation are warranted
Conducted in-depth research into customer accounts, properly documented findings to ascertain if activity is reasonable with the purpose of account
Thoroughly documented findings by preparing reports in a manner that is clear and comprehensible to BSA supervisors/managers, internal auditors and regulatory examiners
Reviewed and analyzed reports within the database and wire activity report
Analyzed account activity matches in an effort to detect unusual activity and conduct in-depth research and prepared SAR referral, if necessary
Exercised discretion in setting priorities, identifying accounts that require further investigation, and taking action to obtain the information required
Actively assisted in special projects that was both systems related or involve special investigations
Piedmont Community College 06/2011-05/2013
Mentor/Advisor/Instructor
Provided students with tutoring and teaching in English, Reading, and Writing
Assisted with providing a nurturing environment where the student felt connected to the college, empowered, and motivated to succeed
Tutored students in English and Writing; help them to organize their writing for different class assignments
Advised students on what colleges to attend and what classes to take and where to transfer
Wachovia Bank 12/2008-05/2011
Mortgage Loan Processor
Opened mortgage loan files when a request came in
Verified and validated initial information at the inception of the mortgage loan
Checked for accuracy after mortgage loan originator completed disclosure package
Collected statistical data and prepared monthly reports
Maintained ledgers on individual accounts
Verified mortgage loan documents including income, credit, appraisal, and title insurance ultimately preparing application for submission to underwriter
Ensured timely and accurate packaging of mortgage loans originated by loan officers
Responsible for ensuring that all mortgage loan documentation is complete, accurate, verified, and complies with company policy
Reviewed file documentation and made sure that all items needed are requested
Ordered and coordinated mortgage loan documents and perform any additional duties/activities assigned by management
Prepared HUD statements for the closing attorney; familiar with PITI (Principle, interest, taxes, and insurance)
Coordinated communications and closing responsibilities between loan officers, closers, customers and attorneys
Wachovia Bank 01/2006-12/2008
Credit Analyst
Executed risk assessments on high-risk customers and contracts as part of the team’s ongoing monitoring obligations
Communicated with Sales Division, Finance and other internal departments affected by customer credit risk assessment and reviews
Supported the Senior Credit Officer on intradepartmental procedures and processes relating to the management of risk
Provided support to the credit investigations staff in formulating strategy, process, and execution in credit risk investigations
Provided support to the credit risk monitoring staff in formulating strategy, process, and execution in credit risk monitoring
Wachovia Bank 05/2005-12/2005
Banking Internal Auditor
Developed appropriate audit programs in compliance with procedures
Provided value added recommendations and evaluated opportunities for improvement
Handled client operations and internal auditing methodologies
Performed varied operational and financial audits
Utilized appropriate testing tools in preparation and presentation of audit findings, recommendations and reports
Assisted in the business risk assessment process
Handled complete audit with minimal advice and direction
Provided a broad range of expertise and business solutions across multiple facilities
Handled audits of bank clients ranging from start-ups and mid-market firms to publicly-traded companies and institutions
Assisted in enhancing audit work programs
Planned and supervised the juniors with the audit work
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