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Customer Service Management

Reston, Virginia, United States
October 13, 2016

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**** ***** **** **.

Reston, VA 20190



Bachelor of Science, Finance

Virginia Polytechnic Institute and State University

Mortgage Bankers Association

School of Mortgage Banking Graduate

Certification: Certified Mortgage Banker, Mortgage Bankers Association

Certified Project Manager, University of Richmond

Certification: Mortgage Compliance, American Bankers Association


Chief Risk Officer Homeside Financial, Columbia Maryland May 2014-July 2016

vSME on all Regulations including Servicing

vManaged compliance relating to, Complaints, AML/BSA, Patriot Act, HMDA, ECOA, FCRA, Reg Z, TRID, UDAAP, RESPA, Safe Act, Flood, etc.

vMonitored Regulatory changes and implemented process changes and controls

vDesigned and automated ECOA process

vDeveloped and managed pre-closing and post-closing QC

vEstablish Compliance Management System

vDrafted Policies and procedures

vAttended Board meetings and developed Risk Management processes

vNegotiated vendor management contracts

vEstablished controls and tested

vDeveloped Compliance Department from ground floor for a start up

vReviewed advertisements for Compliance

vManaged all Complaints

vManaged all state and federal exams

vManaged HMDA and call report filings

vDeveloped telemarketing matrix for licensing laws, DNC federal and state as well

as Surety Bond requirements

Compliance Consulting, First Guaranty Mortgage McLean, VA and RoundPoint Mortgage Charlotte, NC October 2013 – February 2014

vReviewed and improved efficiency of HMDA data filings

vREG B, RESPA, Flood and loan servicing SME

vDesigned and automated ECOA pipeline management process (First Guaranty)

vReview risk and assess level

vDrafted Policies and Procedures

vReviewed state laws for applicability

vReviewed state laws for licensing of loan acquisitions and servicing

Chief Compliance Officer, WestStar Mortgage, Inc., Woodbridge, VA January 2013-August 2013

vDesigned and managed compliance department as well as Quality Control

vDeveloped Compliance Management System

vMonitored Regulatory changes to ensure compliance

vDrafted Policies and Procedures

vAutomated ECOA process and pipeline management

vReview and assess level of risk

vVendor management

vEnsured proper controls were in place for all lines of business

vPerformed risk assessments

vImproved compliance file monitoring process

vManaged state and federal examinations

vManaged consumer complaints

vAcquired Learning Management System and Managed all training

vReviewed website and all advertisements for compliance

vCollaborated with LOB to establish new products including HELOC

Consultant for Bank of America via ViaSource Richmond, VA June 2012 – January 2013

vReviewed risk and assessed level

vReviewed regulations for business impact and compliance

vDeveloped Policies and Procedures

vEvaluated state and federal laws for controls

vAssigned strategy to comply with laws

vCollaborated with lines of business and SME’s to ensure proper controls

Senior Associate Compliance Consultant, KPMG, Richmond, VA January 2011-June


vReviewed Affidavit signing and notarizing processes for large financial institution

vActed as Flood Subject Matter Expert (Originations and Servicing)

vAnalyzed Pay Day Lending product to ensure compliance with all regulations and recommendations made for large banking institution

vDrafted compliance policies and procedures for lender/servicer

vEstablished regulatory risk matrix with controls

vFile testing

Vice President Regulatory Compliance and Exam Relations, SunTrust Mortgage,

Richmond, VA March 2009-June 2012

Subject Matter Expert for RESPA Reform, ECOA/Fair Lending and Flood

Subject Matter Expert for wholesale, retail and loan servicing.

Determined root cause for issues discovered during file reviews, complaints and

by the LOB

Assisted the lines of business and support areas ensuring timely implementation of controls.

Prepared reports for executive management regarding root causes for issues and recommended controls.

Worked with internal audit in determining what issues should remain in audit reports

Drafted compliance policies and procedures.

Reviewed web and mail advertisements for compliance.

Coordinate audits and exams of federal and state Examiners, private investors and internal audit

Assisted Default (Collections, Loss Mitigation, Foreclosure and Bankruptcy) with responding to audit findings including GSE and investor audits.

Researched and responded to investor repurchase requests

Wrote test plans to test plans within the LOB

Performed tests/ audits to ensure effective controls

Worked with analytics department to develop reports that met investor requirements

Managed staff of 12 for exam preparation

Senior Compliance Manager, Capital One Richmond, VA October 2006- June 2008

Ensured mortgage subsidiaries and installment loans subsidiary were in compliance with all regulations with minimal disruption to the business needs

Advised Lines of Business of changes to applicable compliance regulations

Advised Lines of Business on compliance Best Practices

Maintained a collaborative working relationship with each line of business

Assisted with OCC and OTS exam preparation and worked directly with examiners

Reviewed and approved operational procedures from a compliance perspective

Reviewed marketing copy and television advertisements

Managed risk events and regulatory complaints

Provided monthly compliance reports to lines of business on compliance status

Reviewed and present new initiatives with risk rating to compliance risk committee

Loan file reviews


Vice President Credit Risk, LandAmerica Financial

Group, Richmond VA September 2004 – July 2006

vCreated Lender Home Equity and Refinance title insurance products department. Ensured program credit parameters met LandAmerica’s risk tolerance

vSet credit policy including acceptable loan products and property types

vEstablished application process for lenders and brokers

vDeveloped and managed the audit process with procedures set for canceling contracts and seeking reimbursement where claims were paid and lender contract violations existed.

vMember of product development team

vAnalyzed investment opportunities in commercial real estate limited partnerships and made recommendations to senior management

vDeveloped and administered budget

vTrained sales staff on the home equity and refinance products insurance

Compliance Programs Manager, Virginia Housing and Development Authority (VHDA)

Richmond VA October 1988 – July 2004

vCreated and managed Regulatory Compliance Department to ensure all loan origination and servicing processes complied with federal and state regulations, and insurer/guarantor requirements. Responsible for ensuring origination and servicing documents comply with the regulations.

vCreated Quality Control Department for loan originations and servicing. Hired and trained staff to conduct reviews, which meet all investor and insurer/guarantor requirements, and to monitor for fraud and program abuses. Managed the review of all origination, processing, underwriting, closing, post-closing and servicing. Partnered with the Information Technology Department to develop an automated quality control review system.

vProject Leader for establishing the criteria for approving brokers as a business channel.

vPerformed sales calls to solicit new brokers; explained products and pricing, monitored performance and production volumes, and provided continuous customer service to maintain the relationship.

vProject Leader for feasibility study to determine viability of on-line loan origination for VHDA.

vDeveloped and administered budget for Compliance Department

vManaged the approval of mergers and acquisitions of the VHDA correspondent lenders.

vDeveloped and managed the approval process for new lenders/servicers. The process consistently reflected a 3 day turnaround. Performed sales calls to solicit new lenders; explained products and pricing, monitored performance and production volumes, and provided continuous customer service to maintain the relationship.

vCoordinated department automation with assistance from Information/Technology Department.

vMonitored delinquency rates for originators and underwriters

vManaged the Re-purchase Loan Department

vManaged REO Accounting

vManaged claims monitoring of approved servicers, and accounts receivable

vManaged Best Practices for loan servicing and originations

vMember of new product development team

BOARDS: Prevent Child Abuse, Virginia Board of Directors (former Virginia President-Elect)

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