Customer Service Quality Assurance
Resume:
Seeking an exciting career opportunity in the Mortgage Industry; utilizing my diverse talents, valuable skill sets, and multifaceted experiences to impact an organization positively.
SUMMARY OF QUALIFICATIONS
15 Years’ experience as a mortgage professional in Underwriting, Loss Mitigation, Quality Assurance, Loan Modifications, Property Management and Residential Appraiser
10 Years’ experience working with FHA/VA loans, Conforming and Non-Conforming loans, B/C Loans, Jumbo Loans and Local Housing Programs
Special Loan Modification projects: DOJ Modifications, HAMP, NON-HAMP, and Special Investor Segments
13 Years of experience in a Customer Service Environment servicing borrowers and third parties
Dedicated team player, detail oriented, with excellent interpersonal and communication skills
Able to handle multiple projects in a fast-paced environment and work with deadline driven projects.
E-Track, Win Total, Loan Works, Optics Z, Alltel, LIS, Leopard, MLS, Appraisal Port, KC Data, LP, DU, SharePoint, Agent Desktop, LAMP, SPOC,LPS
Perform loan reviews for regulation compliance (Regulation The Fed N, Z,C,B,X)
Loan IQ Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy.
Loan Operations Review loan modification and maturity extension documentation and record new terms into system.
Interact directly with Asset Managers, Servicers, and Banking Counterparties.
Prepare support for internal workflow submissions related to subline borrowing, new asset onboarding, new wiring instruction on boarding.
Mortgage Underwriter Bank of America 04/2021-09/2023
Responsible for reviewing, analyzing, approving and underwriting difficult, 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)
while examining transactions to ensure accuracy and completeness.
Implementing fraud detection techniques, performing compliance reviews
Responsible for reviewing the company underwriting guidelines and staying up to date with any changes.
Review of sensitive documentation provided by borrowers which include, paystubs, credit reports and bank statements.
Meet with senior management to discuss errors made by Underwriters and audit production team members.
Review and calculate income for wages, self-employed and benefits for borrowers and non-borrowers.
Perform review of CBR to determine borrower debts which is used to calculate DTI ratios.
Performed re-underwrite of Front-line underwriters to ensure guidelines were followed accurately.
Prepared HUD due and payable letters and packages in order to initiate the Foreclosure process on Reverse loans.
Conducted re-verifications for 4506T-EZ, VOE’s, RMA’s and Bank Statements when required
Ordered flood certifications, title reports and appraisals and any other documentation needed
CAREER SUMMARY
Mortgage Underwriter
Capital One
08/2014-04/2021
Ensure all dates and amounts are correct and supported.
Reconcile claim to ensure all claimable expenses are included.
Detail HUD required comments are in the mortgagee section.
Ensure that claim forms are fully executed and dated, no non-claimable expenses are included in the claim and that correct investor is noted.
Ensure that all support documentation required for a HUD claim is in the package.
Respond to HUD’s requests for additional information within established timelines.
Research missing documents and notify management and the appropriate departments when the missing documents cannot be obtained.
Inline QA Auditor
Bank of America
01/2012 – 07/2013
Verify document accuracy according to specific company and government guidelines.
Audit income calculations and income documentation to ensure data has been properly calculated
Determines a pass or fail grade on every loan file using the company Lending Guide as a point of reference
Authority to request additional information by the borrower to overturn a decline decision from an Underwriter
Reports to management on trending errors detected in audit reviews which are used to decrease service timelines
Loss Mitigation Underwriter
JP Morgan Chase
06/2011 – 12/2011
Analyze loan documentation for accuracy and completeness
Work daily to approve denials and suspend HAMP mortgage applications
Review and analyze income and repayment ability, hardship, housing expenses
Implement loan workout and modification terms and conditions
Direct authority to underwrite Freddie Mac, Freddie BAU, and Fannie Mae loans
Front End Underwriter
Wells Fargo
05/2009 – 04/2011
Responsible for reviewing, analyzing, approving and underwriting difficult, 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)
while examining transactions to ensure accuracy and completeness.
Implementing fraud detection techniques, performing compliance reviews
Responsible for reviewing the company underwriting guidelines and staying up to date with any changes.
Review of sensitive documentation provided by borrowers which include, paystubs, credit reports and bank statements.
Meet with senior management to discuss errors made by Underwriters and audit production team members.
Review and calculate income for wages, self-employed and benefits for borrowers and non-borrowers.
Perform review of CBR to determine borrower debts which is used to calculate DTI ratios.
Performed re-underwrite of Front-line underwriters to ensure guidelines were followed accurately.
Prepared HUD due and payable letters and packages to initiate the Foreclosure process on Reverse loans.
Conducted re-verifications for 4506T-EZ, VOE’s, RMA’s and Bank Statements when required.
Ordered flood certifications, title reports and appraisals and any other documentation needed.
Bankruptcy Specialist Clark & Washington 05/2008 - 05/2009
Conduct a complete review of the bankruptcy file to ensure all default timeframes had been met.
Requested and reviewed all updated documentation from investors,
Managed bankruptcy proceedings on all case
Monitored the attorney’s performance by reviewing all proceedings.
Performed required research on any loan with questionable items.
Reported all litigated and class actions suits to management.
Real Estate Appraiser
Appraisals Unlimited
05/2002 – 05/2008
Imputed information into Win software from mortgage closing documentation
Looked up information in MLS to find comparable houses to evaluate values
Adjusted for home improvements and reporting any cost to cures
Noted any indication of mold, asbestos, damaged foundation, lead based paint or any other environmental hazards
Mortgage Underwriter Nova Star 01/1998 – 05/2002
Analyzed loan documentation for accuracy and completeness
Responsibility of authorizing the approvals, denials and/or to suspend HAMP mortgage applications
Reviewed and analyzed income and repayment ability, hardship, housing expenses
Implemented loan workout and modification terms and conditions
Held a direct authority to underwrite Freddie Mac, Freddie BAU, and Fannie Mae loans
ACADEMIC HISTORY & CAREER
Real Estate Appraisal Certification Bobbitt & Company 2003
Associate in business arts Metropolitan Community College 1991
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