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Call Center Customer Service

Location:
Miami, FL, 33161
Posted:
April 27, 2024

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Resume:

P a g e * *

Savita J. Gosine

Qualification Profile

ad5a4s@r.postjobfree.com • 305-***-****

LinkedIn • Coral Springs, FL 33161

Detail-oriented and results-driven professional with wide range of experience in mortgage underwriting, Banking, call center management, and people leadership.

Proven success evaluating and assessing risk associated with approving loans (FNMA, FHLMC, Non-QM, Renovation Loans, TX Bond TSAHC, and TX 50 (A)(6)), while considering factors such as borrower's credit history, income, assets and liabilities.

Adept at leading and optimizing call center operations, improving customer satisfaction scores, increasing first-call resolution rates, and analyzing metrics to drive efficiency.

Forward-thinking leader with strategic vision in building, leading, and training teams for professional development.

Capable of driving sales growth and maximizing revenue through strategic planning and effective sales strategies.

Strong communication (written and verbal), organization, time management, prioritization, analytical, and problem-solving skills; committed to building robust relationships with several departments, underwriters, and clients. Career Experience

Fortify Financial, Miami, FL June 2023 – Dec 2023

Subject Matter Expert (SME)/PACE Underwriter (Remote) Evaluated PACE loan requirements per Florida and California state guidelines. Developed strong working relationships with a team of fourteen underwriters in Florida and California, engaging daily with data, processing, customer service, and contractors.

Recognized as sole underwriter proficient in income calculation, leveraging lending experience to enhance job performance. Fairway Independent Mortgage Corporation, Madison, WI Aug 2020 – Aug 2022 Senior Mortgage Underwriter (Remote)

Determined loan eligibility based on FNMA/FHLMC guidelines. Analyzed loan data against portfolio and investor guidelines, ensuring compliance. Calculated accurate debt-to-income ratios using financial statements. Employed Encompass program for daily tasks, including detailed review of desktop underwriting and loan processing, while maintaining strong partner-to-client relationships across the United States.

Surpassed production goals and Key Performance Indicators (KPIs).

Reviewed and processed Non-QM, Renovation Loans, TX Bond Tsahc, and TX 50 (A)(6) transactions, averaging over 60 loans monthly.

Digital Risk Mortgage, Boca Raton, FL July 2015 – June 2020 Senior Mortgage Underwriter/Team Manager – Bank of America Project (Remote) Analyzed credit applications, appraisals, and mortgage documentation to ensure completeness and readiness for approval. Aligned loan files with company guidelines via automated underwriting engines. Led a team of ten underwriters, overseeing workflow, mitigating risk, and implementing problem-solving strategies. Conducted performance evaluations, provided constructive feedback, and initiated training sessions to foster continuous learning and development. Collaborated with leadership and HR on hiring processes, professional development, and operational strategies.

Supported in training new employees for BAC underwriting SASY certification.

Contributed to implementing a project enabling processors to receive training from underwriters.

Evaluated ~75 loans monthly for eligibility based on AUS approval. P a g e 2 2

Bayview Loan Servicing, Cypress Creek, FL Nov 2014 – July 2015 Loss Mitigation Underwriter

Reviewed and underwrote borrower applications, focusing on risk mitigation and recognition. Supported investment decision- making processes through company valuations development. Utilized daily expertise in credit documents, appraisals, income, assets, and financial analysis, including tax return analysis and calculation-based work following FNMA and FHLMC guidelines.

Achieved and consistently exceeded production goals.

Maintained strong relationships with corporate clientele, ensuring client satisfaction and retention. Citibank Mortgage, Jacksonville, FL Jan 2013 – Jan 2014 Senior Mortgage Underwriter (Remote)

Evaluated mortgage loan risk through underwriting decisions. Analyzed client financial data to assess creditworthiness and debt repayment capabilities. Possessed sign-off authority for conditions pertaining to income, assets, collateral, and credit assessments.

Exercised underwriting authority up to $750K, ensuring adherence to guidelines and protocols.

Identified discrepancies and detected fraudulent activities by reviewing financial documents, including tax return analysis. Bank of America, Cypress Creek Florida June 2010 – Dec 2012 Senior Mortgage Underwriter/Manager, Director

Applied expertise in underwriting and financial analysis, adhering to federal and company standards. Collaborated with diverse team members, ensuring detail-driven successes and timely project delivery. Developed effective solutions, met deadlines, and prioritized quality in project deliverables.

Promoted to leadership position in 2011, driving professional development and growth across the team. Additional Experience

Manager of Operations (Mar 2008 – Sept 2009)

Power Financial Credit Union, Pembroke Pines, FL

Loan Processor Supervisor (Oct 2005 – Dec 2007)

Countrywide Home Loans, Sunrise, FL

Bank Operations Manager

Regions Bank (FKA Capital Bank, FKA Union Planters Bank), Miami, FL Education

Miami Dade College

Credit Analyst Certification “Bank Operations Certification” 2005 Miami Beach High School

High School Diploma



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