Customer Service Quality
Resume:
TODD JACKSON,
*** *********** **. ***** ****, Texas 75104
****************@*****.***
QUALIFICATIONS PROFILE
Seasoned Financial Services Professional with approximately 15 years of progressive experience in all levels of the Mortgage Lending & Real Estate industry. Posses a Certificate of SAFE Act #2029 in the state of Texas. Additional core competencies in Regulations Z & B Highly skilled in collaborating with all members of any organization to achieve business and financial objectives. Adept in researching, to mitigate risks, operational procedures enhancement, quality exceptions auditing in key incidence reporting, Sr. level Loan Processor skills in cradle to grave processing, Adept loan Closer skills in closing residential front end, and Post Closing Title skills
PROFESSIONAL BACKGROUND
Verity Recruiting 8/2015 to 12/2015
Quality Auditor Achievements
Perform re-underwriting of selected closed loan production, audit of origination and closing to verify compliance within FHLMC, FNMA, guidelines. Achieved a consistent audit goal allocating sellable loans in the amount of over 1mm each week. Serve as subject matter expert within the team. Work under limited immediate supervision and reported to 2 Managers, 2 Directors, and 1 VP of quality.
Perform pre-funding audit of loan products to ensure compliance with policies and procedures as well as investor guidelines
Review, evaluate and synthesize data to confirm loan viability and salability
Identify risk issues and potential fraud
Analyze loans with guideline exceptions and determine if approval is warranted (Approval ratings were consistently high)
Audit underwriting operations and loan files for quality and accuracy (Quality 97% Accuracy 97%)
Recommend quality and general operational improvements based on review of audit findings (Audit error rating 3% based on 97% success rate)
Conduct independent full and comprehensive audits and evaluations of loan files
Analyze a variety of income and asset variables to assess loan quality and ensure appropriateness, business validity and salability
Recommend enhancements to training curriculum based on audit results and identified deficiencies (Revised audit notes to a limit of 50 characters across departmental lines to enhance Operations workflow)
Disys Staffing 2/2015 to 8/2015
Sr. Post Closer Escrow Assistant Achievements
Reviews real estate loans to ensure that they are closed in conformance with guidelines. Tracks and clears post close file exceptions.
Review of signed loan documents to determine compliance, completeness and accuracy Delivery of files to lenders Working with lenders, notaries, borrower to obtain documentation required for loan funding/disbursement; follow up on outstanding documentation Review of daily reports to ensure deadlines are met
Assist in other areas of the department. Disbursement/funding resolution of all residential mortgage loans. Tracking of all recorded documents and title policies.
Provide exceptional customer service to both internal and external customers.
Apple One 9/2014 to 2/2015
Customer Outbound Processor Achievements
Processes mortgage insurance renewals, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.
Gathers missing mortgage insurance information on behalf of clients by placing outbound calls to agents, carriers, or borrowers as assigned and entering collected data into SOR
Achieved productivity and quality metrics of above average number in the amount of required renewals of 10an hour I renewed 12 an hour to ensure account information is complete, accurate and current
Advise new representatives by answering questions, ensuring adherence to established guidelines and providing support and assistance as required to contribute to achievement of company objectives
Genpact / NationStar 9/2012 to 4/2013
Sr. Loan Processor
Process full document residential, conventional paperless loans
Organize pipeline of originated files; submit and follow up after disclosure release and any conditions of approval
Order VOEs, VOMs, subordination requests, orders appraisal, title reports, and any other investor required docs
Communicate daily by email, with loan officers, loan processors, Title, Escrow, and Funding Departments.
Makes final closing call to set up closing with Borrowers
Chase Home Loans 9/2008 to 7/2012
Sr. Loan Processor III (March 2011 - July 2012)
Handled high volume inbound calls from customers regarding past due loan balances
Review and analyze borrower documentation to determine income and repayment capacity
Assess borrower hardship, analyze housing expenses and determine proper loan resolution
Interact extensively with 3rd party vendors (i.e. title, escrow, outside council) to assist with closing the transaction in a timely manner within set SLA’s
Business Analyst I (September 2010- March 2011)
Perform quality audits; Ensure that audits are completed accurately and fairly by consistently utilizing applicable audit checklists and referencing established operational procedures.
Complete audit and findings report within established time frames using internal testing quality database
Review and report production incidences related to non-compliance metrics accurately to various levels of management within audit for Default Operations
Work with multiple projects and report findings that impact business decisions within heritage organizations of Chase, Arm's for risk mitigation and cost savings
Sr. Loan Closer III (September 2008 - September 2010)
Manage and clear the pipeline for Underwriting, closing and doc prep processes (Closing Functions include QC of pre- approved loans)
Facilitate documents to borrower (conventional and government, Arm's and refinance, FHA/VA/FNMA/FREDDIE/Jumbo (loan types)
Communicate new terms with SLG to complete system maintenance
Capital One Bank 2/2006 to 7/2008
Senior Loan Coordinator III
Able to underwrite loans with an authority up to 30k unsecured, 100k+ secured, in Loan Center system traveled 20-25% of the time and trained new PB’s and less experienced LC’s in the entire state of Texas
Handled fast paced inbound calls from bank branch offices for assisting with booking and funding of loans during the post-closing stage
Able to but not limited to verifying conditions of approval which may include, customer income/assets documentation, resolves routine title issues, processes subordination's
Able to review and analyzing complex personal tax returns
Strong analytic skills to independently feel confident in making credit decisions, including problem solving skills when to request additional information to make a complete underwriting decision.
Ability to work under high volume and fast-paced environment without discounting quality.
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