Quality Assurance Account Management

Maribel S. Ayala

Business/Financial Analyst Profile

*******.*******@*****.*** • 602-***-****

linkedin.com/in/Maribel.ayala-b82a47198 • Phoenix, AZ 85392

Organized and forward-thinking professional with comprehensive experience improving informed decision-making by leading and executing business/financial analysis initiatives.

Proactive and self-motivated individual with solid history of directing cross-functional teams as well as monitoring investigations, quality control, financial reporting, staff training, and risk assessment activities. Equipped with vast practical experience in mitigating fraud risks by enforcing strict adherence to predefined financial policies and procedures. Out-of-the-box thinker with remarkable expertise in accumulating/analyzing necessary data and breaking down complex problems to ensure quick resolution of critical issues, while maintaining confidentiality of sensitive details. Deeply familiar with all facets of fraud analysis, quality assurance, and credit reporting. Articulate communicator with proven track record of liaising across all corporate levels by leveraging extraordinary interpersonal communication and bilingual abilities.

Areas of Expertise

Team Leadership & Collaboration

Risk Assessment & Mitigation

Quality Assurance & Control

Credit Reporting & Analysis

Allegations Analysis & Resolution

Customer Relationships Management

Regulatory Compliance

Fraud Investigation & Analyst

Process Improvement & Enhancement

Career Experience

Randstad US. LLC Deployed to Wells Fargo, Phoenix, AZ 2021 – 2022

Senior Quality Assurance Administrator

Prevented potential risks and improved overall quality by connecting with appropriate channels (if errors found). Fostered collaborative environment by communicating with other team members. Enhanced efficiency and productivity within the team by assisting in creating process maps and testing job aids. Assured strict adherence to all applicable laws and regulations by interpreting company policies and procedures with maximum accuracy.

Mitigated potential risks by enforcing compliance with quality and risk standards.

Led quick investigation and resolution of issues by documenting and reporting allegations promptly.

Expedited the review process by efficiently distributing all types of allegations for first and second reviews.

Ensured compliance with regulatory requirements and company standards by preparing and following procedures for all Allegation Types thoroughly.

Enabled prompt resolution of issues by providing valuable comments and escalating to compliance or investigation departments for agreement and approval.

Generated comprehensive reports to support informed decision-making by completing 1st, 2nd, and 3rd reviews for allegations report with attention to detail and accuracy.

Apex System Deployed to USAA Bank, Phoenix, AZ 2019 – 2021

Credit Reporting Analyst

Prevented potential losses and gained customer trust by verifying and removing fraud blocks from consumer accounts promptly. Maintained accurate credit reporting by providing updated consumer information to CRA via e-Oscar accurately. Supported correct analysis of correct account status to prevent potential risks by analyzing data effectively. Provided accurate documentation of customer correspondence in account histories and updates to reflect latest account activity for credit reporting purposes. Pull Credit Report Bull-Eyes daily to identify potential risks with a keen focus on better risk management.

Ensured customer satisfaction and avoided complaints by managing customer expectations, while following company procedures and all applicable State and Federal laws.

Improved credit scores for consumers by working as Case Manager in E-Oscar to send Rescission forms to Experian, Equifax, Innovis, and Transunion for timely resolution of credit disputes.

JP Morgan Chase, Phoenix, AZ 2016 – 2018

Relationship Coordinator

Ensured all documentation submitted and verified the entire process understood by collaborating closely with customers. Drove timely completion of documentation as well as avoided delays by contacting customers promptly through follow-up calls and written correspondence.

Facilitated customers to complete documentation packages accurately by assessing customers' needs and providing appropriate advice.

Maximized customer satisfaction by maintaining high-quality and service level standards through accurate information sharing and quick resolution of inquiries.

JP Morgan Chase, Tempe, AZ 2012 – 2016

Customer Assistance Specialist

Gained customer trust by sharing workout options with clients and supporting them to retain homeownership. Eliminated discrepancies by documenting collection for modification, short sales, and deeds in lieu. Addressed all inquiries promptly by tracking resolutions and following up with customers in a timely fashion. Aided customers in informed decision-making in line with financial objectives by communicating modification decisions to customers as received from underwriting/quality assurance, while also discussing other options with customers if modification declined. Streamlined overall workflow by prioritizing tasks and completing designated duties in a high-pressure environment.

Removed errors by reviewing funding documents for accuracy and missing documents.

Bridged communication gaps by acting as a liaison between customers and underwriters.

Enforced compliance and avoided potential penalties by overseeing service investor loans for Freddie Mac, VA, USDA, FHA, and Fannie Mae.

Minimized losses to JPMorgan Chase and assisted customers with financial difficulties by reaching out to customers with delinquent accounts.

Showcased professional expertise to address all queries in a timely manner by maintaining a pipeline of up to 100% of customer inquiries regarding mortgage defaults.

Additional Experience

Self-Employed – Open a Family Business

Loss Mitigation – JPMorgan Chase, Tempe, AZ

Fraud Verification Specialist – JPMorgan Chase, Tempe, AZ

Education

Courses; Criminology, Investigation, & Fraud Strategies – University of Phoenix, Tempe, AZ

Associate Degree; Travel & Tourism Management – Phillips Junior College, New Orleans, LA

Honors & Awards

Selected to complete a pilot: P99 FHA loans

Selected for short sale Spanish campaign application

Selected to participate in the DWS system update

Technical Proficiencies

EAPS System e-OSCAR Microsoft Office Suite FDR & ALS Pacer Lexis Nexis

Languages

Spanish English

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