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Customer Service Quality Assurance

Location:
Herndon, VA
Posted:
January 03, 2024

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Resume:

ERICK ACOSTA

**** ******** ***** ***** # *** BRANDON, FL 33511

MOBILE 716-***-**** ad2e6e@r.postjobfree.com

Highly qualified 19 years Mortgage Professional with paralegal certification. Expert in customer service, management, training staff, residential mortgage collateral review, compliance, foreclosure review, and post close quality assurance. Experienced in servicing analysis, collateral document verification and chain of title cures.

PROFESSIONAL EXPERIENCE:

Small Business Administration National Guaranty Loan Purchase Program 40 hrs week

Commercial Paralegal Specialist

Legal Purchase Review. Provide advance legal advisory services and assistance for the Small Business Administration 7(a) Commercial Loan program and their operation within the National Guaranty Loan Purchase Program.

Provide prompt, competent and professional advice and assistance on legal matters related to the 7(a) Loan Guarantee program (which may include but not limited to, Guaranty Purchase Demand, offer in compromise and charge off requests).

Examine applicable Loan documents prepared by, and or otherwise provided by the lender in furtherance the action being review, and render an opinion that the documents have been examined and found to fully satisfy the conditions of the loan authorization and the 7(a) Loan Program.

Compliance and regulatory review to determine if the lender materially failed to comply with the Loan Program Requirements as contemplated by 13 CFR and the SOP’S.

Review of title insurance in connection with loan policies.

Review of purchase contract documents, estoppel certificate and SNDAs.

Review of UCC for compliance with Uniform Commercial Code.

Conduct an independent review and risk assessment of the commercial loan ensuring adherence to bank and SBA credit policies, procedures, underwriting guidelines and applicable law.

Review of disaster home, business, economic injury disaster loan including Covid19 Business loans and different business ownership entities.

Small Business Administration Disaster Assistance Office FOCE & CSS Covid19 Project 40hrs to 60 hrs week

Team Lead/Loan Processor-FEMA Liaison Sept 2017 – October 2022

• As a Team Lead, oversee and coordinate the work flows and all related activities of the Disaster Recover Center (DRC) and SBA Disaster staff assigned to the DRC. Prepare and submit all reports/transmittals; Disseminate program, policy and procedural information; Make recommendations based on report analysis.

• Resolve issues within the team while making certain Points of Contacts are aware of all issues

• Communicate policies and procedures with all staff; Develop and evaluate training and cross train CSRs on various duties; Determine staffing needs and adjust staff accordingly. Communicate program, policy, guideline and procedure to Customer Service Representative.

• Assist with completing home and business loan applications electronically and communicating disaster loan program information to disaster survivors.

• Explain the loan closing documents to borrowers and assist in closing approved disaster loans

• Use computer skills to input disaster survivor information to complete loan applications, utilize e-mail, word processing, spreadsheets, and the Internet, and to navigate within a database to input and retrieve information.

• Perform some financial computations/analyses to determine applicants' ability to repay loans; Work with the following financial documents: specifically, tax returns (Form 4506-T, Form 8821, etc.), income (profit and loss) statements, schedules of liabilities (SBA Form 2202) and balance sheets for individuals or businesses.

• Evaluate and assess staff need to develop and plan training for disaster employees in different areas of the SBA Disaster programs such as: customer service, SBA guidelines and procedure (SOP), closing, interviewing survivors, completing the application and forms, processing appeals(reconsideration and reacceptance request.

Mission Capital Advisors, LLC (One of the leading financial advisory firms in the U.S.A., specializing in structuring the sale of performing, non-performing, and other REO assets)

MORTGAGE FINANCIAL ANALYST 40hrs to 55 hrs week March 2013-June 2017

• Reviewer of closed residential mortgage loans, packaged in multiple large volume (100K+) portfolios, involving examination of loan assets for multiple compliance and validation issues, including title, appraisal, note exceptions, servicing discrepancies, and other documents.

• Monitor foreclosure actions and maintain document integrity of all original collateral documents in temporary possession of the attorney or courts by: o Researching all banking platforms, collateral and servicing files for missing original documents. o Maintaining constant contact from group of 1,000 attorneys from assigned mortgage institutions to monitor foreclosure actions.

• Research funded mortgage loans, via audit of all available loan platforms and system documented notations, in response to investor information requests, thoroughly notating discrepancies and executing established procedures for resolution to effectuate loans sales.

• Support senior staff compliance audits of client loan sale files and assist with management transaction reviews including identifying potential violations and enacting steps to cure.

• Review legal collateral documentation and origination documentation for compliance including: Note, Mortgage, Modifications, Title Policy, Assignments and Endorsement chains, HUD1, Truth in Lending and Good Faith Estimate.

DISYS (Outsourced to Bank of America Legacy Asset Independent Foreclosure Review)

INDEPENDENT CLAIM RESEARCHER III 40hrs to 50hrs weeks

Sep 2012- Jan 2013

• Reviewer of US DOJ mandated research of Bank of America delinquent and foreclosed files to identify potential borrower harm in loss mitigation procedures.

• Evaluated Bank of America foreclosed loans to determine: Whether Bank of America had properly documented ownership or If foreclosure procedure was performed in accordance with state and federal laws. Determine if foreclosure occurred during an active modification or during loss mitigation.

Evaluate loss mitigation procedures were in accordance with the terms of the mortgage. Calculate fees assessed to determine if permissible under the terms of the loan documents. Formulate Loss Mitigation activity timeline and ensure foreclosure process was conducted in accordance with HAMP requirements. Provide a recommendation whether or not any errors, misrepresentations or other deficiencies. identified in the review resulted in financial injury to the borrower or the mortgagee according to clearly defined requirements.

• Utilized knowledge of Dodd-Frank legislation to assist in interpretation of legislation to construct guidelines for compliance flowcharts to be applied to loans in the project.

• Reviewed financial statements, credit reports and calculated applicable ratios (front and back end debt ratio, loan-to-value and combined loan-to-value)

• Performed underwriting compliance reviews, income analyses and AVM analysis. Conducted forensic quality control loan document review.

• Proficient in both judicial and non-judicial multi-state foreclosure procedures, documents and requirements.

M&T Bank Corporation, Amherst NY

LEGAL ADMINISTRATOR 40hrs to 50 hrs week April 2008-July 2012

• Monitored loans in foreclosure process to ensure foreclosure actions are completed in a timely manner, according to investor, private mortgage insurer, state, and regulatory guidelines, minimizing financial losses to the company.

• Communicated daily with attorneys, from foreclosure referral to foreclosure sale, regarding FNMA, FHLMC, FHA, and VA foreclosure timelines for each loan file.

• Assisted foreclosure attorney in review, research, and resolution of issues which arose during the foreclosure process including assignments, allonges, power of attorney and title.

• Utilized in depth understanding of chain of title, servicing agreements, endorsements, allonges, notes and related documents to manage foreclosure servicing loan portfolio, with varying degrees of complexity, in in accordance with the bank’s policies, investor guidelines and legal requirements.

• Negotiated opportunities to shorten foreclosure timeline, drive performance, and minimize losses.

• Prepared bidding instructions, ensuring compliance with all guidelines. Trained staff on bidding instructions procedure and processed all foreclosure sale results.

US Government / Small Business Administration

PARALEGAL SPECIALIST/Customer Service Rep Sep 2004 – Mar 2008 40hrs to 50hrs week

• Ensured Loan Authorization and Agreement sufficiently protected the legal and financial interest of the United States Government.

• Analyzed collateral adequacy for compliance with credit structure required for each type of loan.

• Prepared escrow analyses, loan closing statements and other internal loan closing pre-closing forms.

• Completed post-closing audit including coordination with the Delivery Department for the transfer of loans to asset record storage.

• Performed a paralegal review of the executed documents including the note, guarantee, mortgage, tax forms, affidavits regarding the property, deed of trust, and title search for compliance with the requirements set forth in the Loan Authorization and Agreement.

• Determined legal sufficiency or need for correction of the legal and or lending documents; recommended loan modifications such as release of collateral, change or rescheduling of payments, to meet loan parameters

• Advised borrower on loan closing procedures and the terms and conditions of the loan authorization. Conducted loan closings and disbursed funds, ensured subsequent disbursements were made according to the Loan Authorization and Agreement.

• Communicate policies and procedures with all staff; Develop and evaluate training and cross train CSRs on various duties; Determine staffing needs and adjust staff accordingly.

• Assist with completing home and business loan applications electronically and communicating disaster loan program information to disaster survivors.

Legal review of disaster home, business, economic injury loans and different entities ownership.

EDUCATION:

UNIVERSIDAD INTER AMERICANA, CUPEY, PR

• CRIMINAL JUSTICE Bachelors degree 1996

STATE UNIVERSITY OF NEW YORK BUFFALO

• Paralegal Degree Certification – Real Estate Appraisal

BOB HOGUE SCHOOL OF REAL ESTATE

ATTRIBUTES, KNOWLEDGE & SKILLS

CERTIFICATIONS/LICENSES:

Real Estate FLORIDA License No. SL 3385961 Expires: 3/31/2019

University of Buffalo: Paralegal Certification

SKILLS:

• Written and Verbal Communication

• Financial and Project Management

• Research and Analytical

• Planning and Multitasking

• Leadership and Creativity

• Customer Service and Telephone Reception

• Conflict Management

• Bilingual in Spanish

• Interprets and translates in Spanish



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