Focused communicator with the

ability to manage complex questions

and concerns.

Enthusiastic, personable professional

with excellent written and verbal

communication

Creative thinker who can expand

outside of the box and exhibit

excellent problem-solving abilities.

Technologically savvy individual who

is always looking to grow my

knowledge base.

Goal-oriented achiever with a

borrower-focused mortgage

background

Extremely meticulous individual with

the ability to oversee an extensive

workload and pressure.

Advanced focus in Microsoft Office,

MERS, LSAMS, IAS Database, Investor

Reporting with FNMA, FHLMC, and

GNMA, Cash Administration, Loan

Boarding, and Borrower/Client

Communications

exceptional networking abilities

allowing for the growth and

continued development of long-

lasting, beneficial relationships with

clients and co-workers

KAITLIN

DUY

A B O U T M E

E D U C A T I O N

Diploma (2007)

S K I L L S

C O N T A C T M E

Ambitious professional with the

demonstrated ability to handle complex

tasks and achieve them beyond expectation.

My objective is to start learning other

avenues of Business Development and

Analytics while putting forth my dedication

and ability to change the future of your

company for the better. I am seeking a

challenging and stable position where I can

take on more of a leadership role and put

my communication skills to use as I assist

business stakeholders and customers alike.

Grandview Highshool

303-***-****

ad3q2v@r.postjobfree.com

36712 VIEW RIDGE DRIVE

ELIZABETH, CO 80107

Professional Experience:

Technical Account Manager at Stans Mechanical & Refrigeration Co.– Denver, CO Part-time (April 2021 – Present)

Coordinated and supervised the activities of HVAC technicians, installers, and contractors. Managed HVAC equipment, parts, and supplies inventory and procured new materials as needed. Oversaw billing, invoicing, and payment processes for HVAC services and contracts. Maintained records and documentation of HVAC operations such as work orders, service reports, warranties, and invoices. Provided technical support and guidance to HVAC staff and customers and resolved any issues or complaints that may arise. Recruited, trained, evaluated, and disciplined HVAC personnel and ensured compliance with safety rules and regulations.

Junior Broker at American Financing – Aurora, CO

(July 2019 – Nov 2020)

Assisted senior brokers in processing mortgage applications. Verified and gathered client financial documents.

Conducted preliminary assessments of client creditworthiness. Conducted research and compared mortgage products and rates. Prepared mortgage application packages.

Communicated with clients, lenders, and other involved parties. Coordinated property appraisals and inspections.

Reviewed loan documents for completeness and accuracy. Provided support in resolving issues or concerns during the application process. Maintained organized records and documentation.

Stayed up-to-date with industry regulations and requirements. Participated in training programs to enhance knowledge and skills in mortgage brokering. Supported marketing and business development efforts. Attended meetings and workshops to expand industry network. Senior Business Analyst at Computershare/American Financing – Highlands Ranch, CO

(July 2018 - July 2019)

Consulted with business unit management and personnel to identify and document business needs and objectives, current operational procedures, problems, input and output requirements, data scope, usage, formatting, and security requirements. Analyzed business operations to develop new or modified information processing systems. Developed, coordinated, and implemented plans to assess business and functional processing systems. Prioritized user stories for development teams based on impact to business and effort for development team. Worked with executives to accurately identify what user stories should be pushed to development and implement deadlines. Implemented Agile methodology and worked with Scrum Master to ensure team follows framework. Learned internal applications to ensure requests submitted to the development teams are clear. Added new user stories to TFS and prioritized them to be worked on by the team. Met with developers, business analysts, and Scrum masters weekly for Grooming and every 2-3 weeks for Sprint Planning. Attended daily Scrum meetings to receive updates from developers on items being worked on in the current Sprint. Attended Triage meetings to help correctly delegate the latest items. Tracked completed items, scheduled and led meetings with the business to review the user stories that have been completed prior to UAT and release.

Tracked items that the business unit will need to assess before release and ensured they have the necessary tools to complete UAT by the deadline.

Maintained the UAT schedule and kept all parties involved up-to-date on progress. Created roadmaps that capture each team's current and long-term goals for executive review and visibility. Maintained the role of Product Owner for three teams: Custom Applications (all Apps created and used internally), ROCK

(Loss Mitigation Applications team), and Application Support Team. Completed Agile training conducted periodically by Scrum Masters. Loan Sales Coordinator/Cashier at Pulte Mortgage LLC – Englewood, CO

(October 2012 - May 2018)

Processed Escrow and Corporate Account distributions. Reconciled and managed all daily closings with MERS System ensuring all applicable loans are registered in a timely manner. Managed and processed all servicing rights transfers in MERS system as well as FHA Connection. Reconciled daily cash flow confirming all accounts are balanced, and all funds are correctly coded and balanced. Posted and deposited all interest and escrow funds. Scanned, processed, posted, and deposited all mortgage payments daily. Completed whole loan funding and Investor Reporting reconciliation of purchase agreements and system data. Completed daily reconciliation of cash deposits and payments posted in LSAMS system. Conducted UAT testing for LSAMS system updates as a subject matter expert regarding cash. Reconciled all outgoing funds for escrow and principal overages for borrowers and clients. Sent Welcome, Goodbye, and escrow disclosure notifications during board and service release processes. Completed quarterly forward bulk transfers to new servicers. Completed and negotiated all transfer approvals with GNMA, FNMA, and FHLMC. Reconciled, reported, and transmitted all funds to new servicers before and after transfer. Broker Support Specialist at Integrated Asset Services – Denver, CO

(February 2008 – September 2012)

Made executive decisions to terminate and hire new agents based on qualifications and performance. Created special database reports for CEO and other department leads. Responded to agent/vendor inquiries via email and phone. Assisted REO placement coordinator.

Assigned new REO assignments to agents in their location. Reassigned REO assignments due to poor agent performance and expiration of listing. Reviewed performance issues with Agents.

Managed the Onboard MLS project.

Researched MLS board information.

Entered new REO Properties into IAS database.

Worked with IT department to develop new vendor database applications. Initiated, developed, maintained, and utilized a new agent termination process and criteria. Initiated, maintained, and utilized a new website portal for agent access on the company website. Developed and sent broker surveys to help the company better understand where it needs to improve. Wrote manuals for broker internal system, broker visitations, broker hiring, broker termination, broker grading, and IAS broker portal access on the website.

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