Customer Service Quality Assurance

BARBARA J MONTGOMERY

949-***-**** *********@*********.***

www.linkedin.com/in/barbara-montgomery-072a1a230

SKILLS

● SALES RETAIL and B2B

●CUSTOMER SERVICE/CUSTOMER RELATIONS

●OFFICE ADMINISTRATIVE EXPERIENCE

●QUALITY ASSURANCE/AUDITOR

●MORTGAGE UNDERWRITER/PROCESSOR

●TRAINING AND SUPPORT

●TEAM LEADERSHIP

●DIRECT MARKETING

●INFORMATION TECHNOLOGY

WORK HISTORY

2023 To Present

LEAD & PHOTOGRAPHER JOSTENS MN (remote)

Photograph School Students from PK – 12th Grade

Lead is the Liaison between Contact at the School, Field Team and Corporate.

Lead Troubleshoots any issues that may happen during the day.

Lead does End Of Day for Each of the Photographers to transfer all Photos on to a Hard Drive and overnight them to Corporate.

2022 – 2023

CUSTOMER SERVICE & SALES LAKE ORION NUITRION LAKE ORION, MI

Sold Healthy Teas & Shakes

Gave advice on what Customer’s needs

Cashier

2020-2022

MORTGAGE AUDITOR METASOURCE DRAPER, UT (remote)

Auditing Post Close Loans as a 3rd Party Auditing Company

Started Audit from 1003 to AUS or Manual Underwrite.

Calculated Salary to verify what Underwriter Qualified and Submitted Loan to Investor.

Appraisal Analysis

Title Analysis

2016 – 2017

RETAIL SALES NORDSTROM TROY, MI

Selling Items in the Store.

Utilizing Customer Service skills on any returns and exchanges.

Learning all the Departments

Meeting Daily Sales Goals

Cashier – Opening and Closing Registers for the Day/Reconciliation reports

(I also worked at Nordstrom when as one of my first jobs out of College for approximately 3 years)

2015

QUALITY ASSURANCE ANALYST NEW LEAF LENDING IRVINE, CA. (Contractor)

Quality Compliance

Implementing computer system requirements,

Performed system analysis, documentation, testing, implementation and user support for platform transitions.

I worked with the Business Units in a Customer Service Capacity to modify specifications accordingly.

TFS and SCRUM Methodology to create test cases, report PBI's

Follow releases and business requirements.

Google and Microsoft Suites.

Testing a New LOS system integrated with ENCOMPASS.

2012-2013

QUALITY ASSURANCE AUDITOR FLAG STAR BANK TROY, MI

Perform pre-funding Quality Control reviews for Conventional, FHA, CA and Rural

Development loans.

Compliance with Company Regulations and Investors. Consistently met or exceeded all daily production requirements of 5 to 6 loans or more depending on LOAN TYPE of FILE. I worked with the Loan Processor and Loan Officer along with all Customer Relations.

Platforms: MORTRAC, MORTGAGE BUILDER, IDM, DOC VELOCITY, LEXISNEXIS, FRAUD GUARD

2011-2012 WHOLESALE UNDERWRITER WELLS FARGO Costa Mesa, CA

I underwrote Full Documentation and Streamline loans to make sure the files complied with Federal, State and Company Regulations. Submitted and resubmitted loans through DU and LP. Analyzed credit, income, title and appraisal along with all disclosure documents. Communicated with Loan Officers, Processors and Funders. I handled Customer Relations with the Clients. Utilized Proprietary Production system and ENCOMPASS. DU/LP, FHA and VA.

1996-2006 VP, IT Better Practices Manager FIDELITY NATIONAL FINANCIAL Santa Ana, CA

My job to be in the role of a Trainer, Business Analyst/Project Manager, Implemented Software, and handled Customer Service. I was in charge of Complying with Federal and State Regulations on all Applications. I was a Manager for 9 of the 10 years at FNF. I was in charge of Marketing and Selling the Software Application RealEC.

PLATFORMS: CALYX, EMPOWER, ENCOMPASS, DU/LP, LOANQUEST, PCLENDER, MORTGAGE BUILDER, MORVISION, easyLENDER, LOAN PRODUCER.

EDUCATION: Information Technology and Real Estate Fullerton College Fullerton CA

Broadcasting and Cinematic Arts Central Michigan University Mt Pleasant, MI

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