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Customer Service Quality Assurance

Location:
Dallas, Texas, United States
Posted:
January 17, 2017

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Burshana Boakye

***** ******** **. *** #**** Dallas, TX 75240

(972) ***-**** acybkq@r.postjobfree.com

Summary

Experienced Banking and Mortgage professional with a 24 year career. Highly knowledgeable in all aspects of Federal and Mortgage Banking, with an emphasis on Compliance, Credit Analysis, Underwriting, Loss Mitigation, Servicing Private Mortgage Insurance, Risk Management and Bank Auditing.

Skills Summary

Mortgage Platform Experience - LPS, MSP and ARGUS

Bankruptcy claims – HUD, Fannie Mae and Freddie Mac

Mortgage Due Diligence

Loss Mitigation

Employment History

BSI Financial – Dallas, TX Mar 15 – Nov 15

Risk Analyst

Handled mortgage compliance review, which consisted of large-scale loan population sampling and testing across the company's loan portfolio through a comprehensive review of loan file data, information and documents and assessment of the company's compliance with state and federal laws and regulations.

NationStar Mortgage – Dallas, TX Apr 14 – Sept 14

Contractor - Repurchase/Make Whole Analyst – Risk Analyst

Responsible for reviewing loans for purposes of Repurchase claims and Make Whole within the Reverse Mortgage Department.

Reviewed and researched Repurchase and Make Whole claims for reverse mortgages in accordance with company, investor, and HUD guidelines Ensure reverse mortgage claims are accurate and complete.

Investigated claim accuracy and reconciled loss analysis statements from the claims team.

Composed written documentation to be sent to investors regarding Repurchase/Make Whole requests, not limited to: gathering data and documentation to validate and support claim decisions and payments; updating internal database with Repurchase/Make Whole information throughout the review and claim process; and review of investor rebuttal responses to determine the merit of their appeals and follow-up with investor rebuttals as warranted.

DYSIS - Retention Operations – Dallas, TX Feb 12 July 13

Contractor - Quality Assurance/ Risk Analyst

Examined residential loan documentation for accuracy, and compliance with appropriate company and secondary market investor standards.

Evaluated credit decisions for accuracy based upon established risk parameters and in accordance with policy, program, and product guidelines.

Provided feedback to business partners as appropriate.

Examined different types of lending (conventional, government-backed, home equity, etc.).

Assisted with fraud detection and prevention.

Provided analytical and administrative support within an internal control environment.

Responsible for assisting in the execution of the Operational Risk Program for the Line of Business.

Assisted in gathering and organizing data to help track, report and manage internal control gap issues and mitigation plans.

Reviewed Loan Modification decisions for completeness and accuracy.

Conducted file review including document review, income calculations, and coding and decision accuracy.

Saxon Mortgage – Dallas, TX Mar 10 Dec 11

Senior Manager, Customer Care

Managed a team of 8 customer service representatives

Provided assistance to the home owner/ borrower in default, or in imminent danger of going into default.

Monitored the approved repayment/forbearance plans on a monthly basis.

Referred Fraudulent and/or Suspicious accounts to the Quality Assurance Department.

Assisted Mortgagors affected by Natural Disasters.

Provided multiple strategies for fulfilling loan repayments depending on the type of mortgage loan debt or delinquency.

Reviewed and educated borrower regarding delinquent mortgage loan and identified potential solutions to avoid foreclosure.

Recommend loan workout, involving loan modification, short sale or a deed in lieu.

Identified and assessed strength of mortgagor income situation to determine other potential resolutions such as: Modification, Full Payoff, Short Sale, and Reinstatement.

Monitored government sponsored enterprises (GSE), and HUD reviews and updated servicing requirements and or/ changes.

Fannie Mae – Dallas, TX Apr 97 Apr 08

Loss Mitigation /Risk Analyst

Reconciled 50,000+ loans on a monthly basis.

Analyzed delinquent loan portfolios.

Performed audits on all fraud or misrepresentation identified in origination QC audits, Investor Repurchase Demand and Investor mandated audits.

Assisted in Consumer Financial Protection servicing standards and any servicing transfers to investors.

Served as point of contact for various attorneys, title companies, appraisers and insurance companies on behalf of the customer to ensure a smooth loan process and close.

Contributed to the rewrite by providing a detailed display of loan history, the accuracy of lender reporting, and the legal technicalities of sensitive government information.

Analyzed procedures and controls set forth for mortgage loans within the banks, and made recommendations for improvements that were ultimately transformed into the set procedures for the loss mitigation portfolio.

Developed and submitted daily reports on fraudulent loans for investor repurchase and litigation.

Maintained quality control and volume standards.

Provided extensive loss mitigation and recommendations for Investor and company assets according to the goals and procedure of the department.

Federal Deposit Insurance Corporation – Dallas, TX Mar 89 Apr 97

Asset Marketing Management

Generated loan sales packages estimated at $21M to $380M in book value, and consummated aggregate sales of 11,000 loans/assets.

Won Presidential Achievement Award for successfully completing 12 charged off sales packages with a book value of $380M.

Liquidated non-performing and performing assets in order to minimize the taxpayer’s loss.

Managed a portfolio consisting of 7 major banks.

Analyzed and/or assigned credit quality reviews on a moderately complex loan portfolio consisting of consumer, real estate, and commercial real estate loans as a bank auditor or independent outside consultant.

Supervised a team that closed the largest bank in Houston, TX which had 80,000+ loans / assets that needed detailed due diligence.

Supervised and trained 12 temporary staff on a project requiring a due diligence process to prepare 12 charged off sales packages. Lead the development of a loan pricing spreadsheet used region-wide.

Education and Certification

Texas A&M University – Commerce, TX

Bachelor of Arts, Political Science and Economics

Texas Teachers Certification



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