Customer Service Quality Assurance
Resume:
Jacqueline R. Brooks
Jacksonville, Fl. 32218
*****************@******.***
SUMMARY
Versatile, results-driven professional with 20+ years of comprehensive and mortgage banking experience. Developing exceptional relationships with clients, peers, and senior leadership to provide sustainable business solutions. Superb leadership abilities and personnel management skills. Proven problem solving and analytical thinking skills, a fast-learning curve, and ability to adapt to evolving industry trends. A dedicated professional with the drive and skill set to excel in a fast-paced environment and the ability to advance into a management role. SKILLS
Strong PC Knowledge, Experience with several Universal Mortgage Systems, Loans PQ, NFA, Encompass, Loan IQ, Excel, FATCA, Client On Board, Regulatory Compliance, Quality Assurance, Due Diligence, AML laws, KYC, Risk Analyst/Management, Patriot Act, Bank Secrecy Act, Securities and Exchange Commission, OFAC, Finance/Credit Analyst, Assets/Income Analyst, Pipeline Management, Trainer, Manager, Team Leader, Problem Solver, Excellent Customer Service, Proficient SAR Writing and strong Verbal Communication. PROFESSIONAL EXPERIENCE:
May 2022- June 2023 Senior Loan Processor Flagstar Bank (Consumer Finance) Jacksonville, FL
• Answered inbound calls updating the borrower with their loan status.
• Worked closely with Certified Lenders to ensure a timely and seamless experience for the client throughout the full mortgage process.
• Reviewed Home Equity loan application files, including the type and amount of mortgage, borrower assets, liabilities, and length of employment.
• Prepared necessary documents and submitted HELOC application files for underwriting approval.
• Ordered tax transcripts as needed.
• Followed up on all outstanding orders to third parties and borrowers within established company deadlines.
• Ensured compliance with applicable federal, state and local laws and regulations. Completed all required compliance training.
• Implemented and maintained appropriate KYC and enhanced due diligence compliance standards. March 2020- April 2022 Senior Processing Team Lead Flagstar Bank (First Mortgage) Jacksonville, FL
• Direct management of agent level improvement and development.
• Monitored processors work queues and assisted with the management of their work items to ensure all items are completed in accordance with the task expectations.
• Reassigned daily task items depending on staffing changes that arise throughout the day, week and/or month.
• Assisted in managing team level reports, compiled reporting and metrics to be used for team member scorecard reviews. Created pivot tables and VLOOKUP with Excel.
• Processed escalations cases and Office of the President inquiries sent by customer service, vendors and internal teams.
• Participated in weekly meetings with leadership to review daily challenges, expected actions and successes.
• Assisted with side-by-side training, quality control reviews and provided coaching feedback to the team members to assist with their overall growth and development.
• Managed assigning new loans to the teams daily.
Jacqueline R. Brooks
November 2019- March 2020 Senior Loan Processor Flagstar Bank (First Mortgage) Jacksonville, FL
• Worked closely with Loan Officers to ensure a timely and seamless experience for the client throughout the entire mortgage process.
• Reviewed higher-complexity residential loan application files, including the type and amount of mortgage, borrower assets, liabilities, and length of employment.
• Prepared necessary documents and submitted mortgage loan application files for underwriting approval.
• Ordered FHA case numbers and tax transcripts as appropriate.
• Answered inbound calls updating the borrower with the loan status.
• Followed up on all outstanding orders to third parties and borrowers within established company deadlines; Called employers for verification of employment, (VOE) and any other third party necessary to verify the accuracy of information
• Ensured compliance with applicable federal, state and local laws and regulations. Completed all required compliance training.
April 2018- November 2019 KYC/AML Analyst Genpact
Jacksonville, FL
• Managed a caseload of investigations, performed analysis, followed up and completed cases according to the client AML procedures and policies.
• Documented and reported case review findings
• Prepared case files for review (i.e., media search results, copies of checks, results from internal systems)
• Created SARs while recommending relationship retention or termination.
• Followed up with additional POC as needed to identify additional information to support the case.
• Identified system issues and assisted with root cause to minimize errors.
• Familiar with the Bank Secrecy Act and OFAC.
January 2018- April 2018 Registration Analyst/Front Line Manager Genpact Jacksonville, FL
• Worked with internal front line of business, external partners, and regulators on special projects to mitigate and report potential risk
• Overseeing approximately 25 new hires in a training environment while preparing and modifying training materials and testing.
• Provided security registration, mortgage licensing and state insurance licensing support to front line units.
• Worked closely with management to ensure that all policy and procedure updates are properly communicated and explained to trainees.
• Ensured timely and accurate responses by email to inquiries with productivity standards.
• Helped to create the To Train a Trainer and the Subject Matter Expert Professional Development Program
• Responsible for creating an environment that allows for learning and development and is also comfortable and inviting so all team members feel appreciated and understand how important they are to the project.
• Assisted in managing team level reports, compiled reporting and metrics to be used for team member scorecard reviews. Created pivot tables and V-lookup on Excel. May 2017- January 2018 Jr. Underwriter Genpact Jacksonville, FL
• Identified documentation deficiencies within review and performed detailed Underwriting on Conforming and Non- Conforming loans.
• Obtained and reviewed (disclosures, income, assets) to clear conditions.
• Assessed risk per file to determine an approval or decline.
• Reviewed title commitments to ensure all liens and encumbrances are properly disposed of; ensure title policy amounts are equal to the loan amount granted.
• Reviewed tax and homeowner’s insurance costs, correctly calculated debt to income and other guideline requirements.
Jacqueline R. Brooks
• Read and interpreted credit reports.
July 2015- May 2017 Senior Loan Processor Specialist Ditech Financial Jacksonville, FL
• Validated the closing agent information and update it to the loan file.
• Reviewed loan files to verify procedures per guidelines.
• Answered inbound calls in a call queue updating the borrower with the loan status.
• Ordered necessary documents (appraisals, insurance, and title) and follow-up with vendors/third parties to obtain in a timely manner.
• Managed a pipeline of 60 loans within required performance standards for welcome, approval and status calls.
• Obtained, reviewed customer documents (disclosures, income, assets) and cleared conditions.
• Submitted loans to Underwriting for a conditional review and full approval upon receipt of appraisal.
• Consulted with Sales and Underwriters on difficult transactions.
• Completed all required pre-closing steps, made cash to close calls and submitted the file to closing. October 2012- June 2015 Mortgage Loan Processor Citigroup Jacksonville, FL
• Reviewed loan files to verify procedures per guidelines.
• Ordered necessary documents (appraisals, insurance, and title) and follow-up with vendors/third parties to obtain in a timely manner.
• Managed a pipeline of 60 loans within required performance standards for welcome, approval and status calls.
• Obtained and reviewed customer documents (disclosures, income, assets) and clear conditions.
• Submitted loans to Underwriting for conditional review and full approval upon receipt of appraisal.
• Consulted with Sales and Underwriters on difficult transactions.
• Completed all required pre-closing steps: making cash to close calls and submitting the file to closing. August 2011-October 2012 Customer Service Representative IV PNC Bank Jacksonville, FL
• Provided excellent customer service in a call center with an average of 100 calls daily while executing quality.
• Advised the borrower of general account information (principal balance, escrow balance, payment amount/due date).
• Explained escrow overage/shortages to the borrower while initiating research if necessary.
• Contacted insurance/tax agents on behalf of the borrower.
• Updated faxed documentation (renewal insurance premiums, tax bills, name changes, research items) daily to loans.
• Assisted borrowers with registration and unlocking web site accounts. References are available upon request
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