Customer Service Compliance Auditor

**

PETRINA PORTER

**********@*****.*** 586-***-**** Roseville, MI 48066

Summary

Performance-focused Compliance Auditor talented at managing external and internal audits for expertise in mitigating risks and interpreting policies. Committed to monitoring compliance with laws, regulations, and policies.

Logical Compliance Auditor working 60 hours per week and occasionally working weekends and evenings. Self-sufficient and determined with a professional attitude and demeanor. Skilled at ensuring regulation guidelines are being followed and regulations are being met.

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Skills

Inventory Assessment

Financial and Regulatory Consulting

Reliability and Integrity Improvement

Audit Preparation

Financial Statements

Relationship Building

Problem-Solving

Discrepancy Reconciliation

Accounting Procedures Validation

Critical Thinking and Analysis

Decision Making

Verbal and Written Communication

Financial Reporting

Financial Statements Review

Document Recordkeeping

Credit Card Payment Processing

PCI

SAP

IEE ITRON

CRM Software

Translation and Interpretation Services

Data Entry

Customer Retention Strategies

Customer Service

Transaction Processing

Creative Problem Solving

POS Systems and Ordering Platforms

Calm and Professional Under Pressure

Building Customer Trust and Loyalty

Customer Data Confidentiality

Upbeat and Positive Personality

Understanding Customer Needs

Responding to Difficult Customers

Issue and Complaint Resolution

HIPPA investigations

Investigating loan files making sure policies and procedures were followed.

Certified Notary

Experience

BCBS of Michigan

Epitec Staffing Contract

Southfield, MI

Sr Business Analyst

11/2023-1/2024

Strategic Staffing

Detroit Edison

AMI Operations and Metering

6/2023 – 10/2023

Meta Source Denver, CO

Compliance Auditor

03/2021 - 01/2023

Oversee sales and enrollment processes to ensure compliance with CMS regulations for Medicare Advantage and Part D programs.

Collaborate with internal and external stakeholders, while monitoring agent performance to ensure quality. legal, and ethical standards

Interpret and communicate Medicare policies for metric performance tracking, maintaining accurate records for reporting. - Operational & Performance Oversight for Senior Health Services

AMI operations in resolution of Time-of-Day Billing and Exceptions

Made corrections daily on metering and billing.

I also audited documents to ensure information was accurate.

I worked in the SAP and IEE systems.

Worked with the RCB and AMI IT departments.

I worked on multiple spreadsheets to ensure the data was correct.

Worked on Post Close Audits

Stayed abreast of applicable laws and state or federal regulation to report violations.

Developed systems to track and monitor compliance with regulatory requirements and internal policies.

Created and managed action plans to mitigate audit discoveries and compliance concerns.

Conducted reviews to foster ongoing compliance with federal and local regulations.

Completed loan audits to the investor/client requirements and expectations.

Onboard, coach and train new and existing employees

Performed fact-finding research by investigating, collecting, and analyzing data and compiling in report format.

Monitored regulatory developments to communicate risks or opportunities to relevant groups.

Maintained and revised policy procedures for general operation of compliance program.

Analyzed data from multiple sources to systematically document work and results.

Used proprietary systems to process applications, filings,

and registrations.

Assist in updating SOP and ensure new processes were being followed.

Uploaded Compliance Results for TRID/TILA fails

Chemical Bank Troy, MI

Senior Compliance Auditor

05/2018 - 03/2021

I worked on FMNA, FHLMC, FHA, USDA, Construction loans, MSHDA.

Ensuring loan packages were accurately received with all documents correctly and clearly attached from Loan Officer or Wholesale and Correspondent Lending

I collaborated with Banker partners.

Delivered superior level of customer service to small business clients.

Researched changes in laws to maintain adherence to financial regulations.

Designed internal control policies to improve audit scores.

Posted financial data in Excel spreadsheets and managed inventory.

Carefully review documentation for completeness, accuracy, and compliance to ensure they are completed with the required information according to guidelines.

Inputting of data into Encompass LOS to prepare file for underwriting.

Communicate with customers and clients to gather and complete missing items, and order with 3rd party vendors as necessary.

Ensuing loan setup new submission pipeline is completed daily, and completed within the set SLA

Provide feedback to Operations and Sales leadership related to file quality issues, sharing solutions for process improvements.

Stay up to date by monitoring system updates, form changes and state specific requirements to ensure regulatory compliance.

Additional related duties may be assigned, as required.

Updating title fees

North American Bankcard Troy, MI

Supervisor/IT Compliance

11/2017 - 05/2018

Respond timely and effectively to all system alerts and outages.

Enforce compliance requirements in all in-scope environments.

Identify and implement infrastructure changes to improve performance.

Ensure completion of all EPX settlements and assist with settlement-related issues.

Research and resolve cases in the production support queue.

Monitor and trend key production performance metrics and alert manager of issues.

Deploy code releases to production environments.

Assist in research and troubleshooting of production issues.

Planning and execution of strategic architecture changes

Assist in identification of system improvements to reduce support case volume.

Documentation of systems, processes, and schedules within in-scope environments

Assist in definition of processes and standards related to production functions.

Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.

Stayed abreast of latest software developments to enhance job knowledge.

Walked customers through common phone hardware and software configurations to maximize service functionality.

Handled customer service issues by providing guidance or escalating for advanced support.

Used proactive monitoring procedures and tools to identify problem prevention opportunities.

Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.

Lender live Madison Heights, MI

Senior Loan Coordinator

10/2016 - 10/2017

Function as a liaison between borrower, underwriter, loan originator and lender

Provide customers with timely and periodic status updates of their loan application.

Return all inquiry calls within one business day.

Collect required documentation from applicants and follow up on missing items.

Establish, maintain, and update files, databases, records, and/or other documents for recurring internal reports.

Order credit reports, title reports

Compile documents for customer files and enter intakes to Data Management

System for processing and assessment

Assure that all customer files are complete and in compliance with regulatory agencies and internal policies.

Ensure customer privacy, security of files and appropriate staff access.

Prepare commitment letter(s), denial letter(s) and cancel files when necessary.

Maintain pipeline report and notify management of status as needed.

Process the documents received for each file, verifying the accuracy and completeness of each document.

Prepare fund request documents for wiring funds to closing.

Make recommendations for procedural changes to increase efficiency.

Analyzed applicants' financial status and credit and property evaluation to determine feasibility of granting loan.

Met with applicants to obtain information for loan applications and answer questions about process.

Submitted loan applications to underwriter for verification and recommendations.

Managed pipeline for originated loans through closing and complete required management reports.

Analyzed applicants' financial status, credit, and property evaluations to determine feasibility of granting loans.

Executed loan origination process and ordered credit reports, appraisals, and preliminary title reports.

Resolved file problems, qualified issues throughout underwriting process.

Developed and maintained knowledge of available loan products, processing procedures, and underwriting and general departmental guidelines.

Obtained and compiled copies of loan applicants' credit histories, corporate financial statements, and other financial information to update credit and loan files.

United Shore Troy, MI

Quality Control Auditor/ Credit Auditor

02/2013 - 08/2016

Order credit re-verifications, review files for all disclosures, ensure completeness and correctness of loan files selected for audit; Collect, validate, and store audit supporting documentation.

Worked on FHLMC, FNMA, VA, FHA loans.

Compliance audits

General audits, making sure all employment, assets, title, and income were verified correctly.

Perform continuous monitoring of the Bank's portfolios through observation of quality control meetings.

Monitor historical performance through review of various credit metrics and credit risk reporting, inclusive of new originations.

Follow up and track recommended remediation from prior reviews.

Review various management credit risks reporting to identify emerging risks.

Assess asset quality, status, and appropriateness of existing risk controls/compliance with established underwriting policies/risk tolerance.

Ensure underwriting credit analysis is sound and justifies/mitigates the identified credit risk.

Ensure integrity of portfolio monitoring and quality control processes

.

Ensure appropriate collection, default management, and foreclosure strategies are in place and followed.

Participate in onsite examinations.

Review required documentation for loan review testing, inclusive of file reviews and complete necessary line sheets.

Prepare written summary report of findings/observations.

Solomon Edwards Dallas, TX

Supervisor

09/2011 - 01/2013

Reviewer sheriff's deeds, notice of sale, Publications, Notice of default, reviewed all first legal documentation comparing the dates managed a team of 10 people

Performed complaint review case handling.

Follow instructed guidelines for rating/coding of inquiries.

Perform input of data points and/or findings into prescribed tracking and analyst system

Supervised team of analysts to achieve production requirements and consistent performance of case resolution, as well as adherence.

Managed a team of 10 people.

Made sure all documents were uploaded in case tracker to determine ownership.

Reviewed Note, Assignments, MERs, and Mortgage also reviewed notes in

AS-400

Reviewed Delinquency letters making sure that foreclosure was performed in correct time frame.

Also worked on Bankruptcy making sure Bankruptcy was done correctly,

Reviewer Hudson Cook to obtain information that was needed for each state.

Also reviewed my team’s work making sure all documents were uploaded, all questions answered correctly according to the state they resided in.

Aided in loan restructuring after foreclosure.

Reviewed financial documents to verify accuracy or acquire necessary information.

Recorded debit, credit and account transactions in computer spreadsheets and databases.

Performed financial calculations for amounts due, interest charges and balances.

Monitored loans and accounts payable to confirm payments are current.

Analyzed and designed strategies to minimize all losses via management of attorney and enhanced better foreclosure processes.

Acquired necessary data from various sources including lien information and credit bureau history.

Contact this candidate