Customer Service Call Center

SHENIQUIA KING

Mansfield, TX 817-***-**** **********@*****.*** linkedin.com/in/sheniquia-k-49a7105b Analytical, organized and detail-oriented mortgage specialist and experience in the full spectrum of health care insurance benefits. Collaborative team player with ownership mentality and track record of delivering the highest quality strategic solutions to resolve challenges and propel business growth. Over 15+ years of FHA/VA and Conventional Loan Underwriting (Conforming/ Sub Prime), 10+ years in SAR’s/ HMDA/ ECOA/ RESPA/ Fair Credit Reporting and Truth in Lending, and 2+ years of verification of insurance claims. Over 20+ years of customer service experience/call center environment. EXPERINCE

TTEC (Contract Company)

FEMA Intake Specialist August 2022- Feb. 2023

Research applicant cases that are referred to Applicant Assistance

Speak directly with applicants, discuss their case status, and confirm that they understand the assistance process and the status of their case.

Communicate with applicants, discuss case status, and confirm they understand disaster assistance programs and the process, and provide status of their case.

Verify applicant information in FEMA’s database, the National Emergency Management Information System (NEMIS).

Bank of America QA Specialist March 2023- Current

Review bank transactions for fraud claims

Follow Truth in Lending guidelines to ensure accuracy of banking transactions

Responsible for monitoring, inspecting, and proposing measures to correct or improve banking documentations in order to meet established quality standards. McKesson (Contract through RemX)

Benefits Specialist October 2022-March 2023

Responsible for managing insurance coverages.

3rd party verifier for Doctor offices to ensure patients deductibles and coverage limits with their insurance agency

Provided J codes, CPT codes, and Diagnosis codes to insurance company for verification. Situs AMC Jan. 2020 – April 2023

Remote Title Underwriter Analysis (Part Time as of August 2022)

Perform due diligence on title review.

Mortgage deeds review borrows vesting information.

Detailed-oriented outlook, coupled with ability to plan and meet deadlines on time.

Reviewed SLA’s before reviewing loan files for completeness and accuracy.

Maintains knowledge of all applicable Compliance and Title guidelines by completing all underwriter training programs, learning any business unit policy and/or guidelines. Cornerstone (Temp Agency)

Senior Disability Representative April 2018- Jan. 2020

Analyzes, approves, & authorize assigned claims by reviewing complex medical information (i.e., Diagnostic tests, office notes, operative reports, etc) to determine if the claimant is disabled pursuant to a disability plan.

Execute timely claim payments/approvals & adjustments for workers compensation, Social Security Disability (SSDI) as well as other various disability offsets.

Negotiates return to work with or without job accommodations pursuant to ADA guidelines via the claimants’ physician and employer in addition to managing reduced work schedules. URSUS Holdings Sept 2017- Apr 2018

Compliance Auditor

Examined closed loan files and documents to assess completeness and accuracy as well as compliance with the appropriate guidelines.

Re-underwriting of closed loan files and/or review and response to specific allegations of AML/Fraud and deficiencies.

Entering data into the Compliance Ease auditing system and performed due diligence on all audit findings

Reviewed and assessed Loan Estimates, Closing Disclosures, Closing Settlement Statements

Reviewing and verifying TIL for compliance and HUD-1 for points and allowable fee

Verify QC data and comment or report findings as required

Reviewed and verified all SLA’s per client, ECOA requirements, and state and federal for regulatory compliance.

Bank New York Mellon Dec 2014 – Sept 2017

Client Liaison Fannie Mae Team

Monitoring and responding to emails and phone calls from Fannie Mae clients and non-Fannie Mae Clients.

Research loan information sent in by Client for SLA certification. Ensure client is responding information sent to them with confirm receipt. Follow up Workflow to ensure loans were certified in a timely manner.

Communication Skills and demonstrate working knowledge of all systems used by BNY Mellon and Client base.

Work closely with Management to give update information regarding clients concerns and needs.

Work closely with Freddie Mac and GNMA team on updated issue and transfers of loans from clients.

Research and contact client on outstanding DND or Failed Loans- Any failed/DND loan outstanding for a week or greater.

Reach out to Fannie Mae regarding customer due Diligence findings and Duplicate DDF #'s. Newbold Advisors Jan 2014 – Oct 2014

Bankruptcy Specialist (Contractor)

Evaluated bankruptcy filings and claims using various sites such as NDC, Aacer and LPS.

Reviewed and tracked invoices, payments, fees, insurance, and taxes.

Determined the correct post-petition payment amounts.

Audited client MERS documents, including legal filings. U.S. Small Business Administration Disaster Dec 2012 – Dec 2013 Mortgage Underwriter

Evaluated loans referred from FEMA that required file review and/or claim review

Completed claim reviews and performed screening of assets, deeds, financial statements, credit reports, RESPA, HMDA, QC/QA, AML/Fraud, and applicable ratios income for repayment ability for all Federal Regulations.

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

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

Cultivated and maintained key customer support.

Any History past 2013 is available upon request

CERTIFICATIONS

Notary Public- American Association of Notaries- Notary Public Issued Mar 2020- Expires Mar 2024

Credential ID 132418061

SKILLS

Mortgage Loan Processing

Automated Property Service/Fannie Mae

AML- Anti Money Laundering

BSA- Bank Secrecy Act

Banking AML/Fraud SAR/ Due Diligence

Frontline Underwriting

Bankruptcy Specialist/ Foreclosure Specialist

Compliance Specialist

Risk Management

Proficient in SLA’s, RESPA/ HMDA/LARS, QA/QC and Truth in Lending Act

Sound knowledge of accounting, government, and HAMP guidelines

Ability to use accounting, financial analysis, and document management software programs

Insurance Claim benefits specialist

Regulatory Compliance including LOA, STD, LTD, ADA, WCO, State Disability, SSDI & ERISA

Understanding of Medical terminology, coding (CPT) & conditions

Clarity and Empower system

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