Customer Service Insurance Agent

Amber Ford

Mortgage Underwriter

Licensed P&C and Life & Health Insurance Agent

**********@*****.*** • 602-***-****

linkedin.com/in/amber-ford-43413653 • Glendale, AZ, US

Qualifications Summary

Resolute mortgage and home equity underwriter experienced at all types of loan programs, loan adjustments, sales and support tasks, loan auditing and executive escalations. Inspired leader, trainer, and mentor for new underwriters & processors. Excellent communicator, focused, detailed to maintain regulatory compliance and quality requirements. Goal oriented and successful due to positivity, perseverance, and teamwork.

Areas of Expertise

Mortgage Operations

Loan Portfolio Management

Document Review & Processing

Conventional & Bond Programs

FHA/VA/USDA Loan Guidelines

Regulatory Compliance

FNMA/FHLMC/GUS

Risk Assessment & Mitigation

Insurance Sales & Customer Service

Client Guidance & Support

Continuous Process Improvement

New Business Development

Sales & Revenue Growth

Quality & Production Focused

Training – product, skills, and goals

Frontline Underwriting

Time Management

Relationship Building

Client Satisfaction & Retention

Exceptional Customer Service

Life/Health/Voluntary Products

Medicare

Career Experience

Credit & Lending Analyst – Bank of America October 2023 - Current

Provides credit assistance and solutions to our clients. The role is performed in an operational environment (primarily call center or chat) and handles primarily outbound calls for a single product at any stage of delinquency or risk, including Pre-Charge Off and Recovery. The role leverages strong problem-solving skills and executes through exceptional customer service and empathy while meeting both Bank of America and client needs. The role requires sound judgement and decision making.

Reach out to delinquent clients to secure payment and determine reason for delinquency on active or inactive loan, deposit and/or credit card accounts.

Negotiate repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable.

Determine the right solution for the client while staying within collections compliance guidelines.

Demonstrate empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct.

Achieve quality standards and meet key performance indicators.

Work an established list of accounts on an automated collections system, auto-dialer and/or manual calling and is responsible for the mitigation of losses.

Insurance Agent – HealthMarkets – Phoenix, AZ April 2023 – Current

Independent insurance agent working with prospective insureds to attain health, voluntary, and life insurance policies.

Providing assistance to current and prospective insureds and referrals to fulfill their personal insurance needs.

Marketing for new connections to offer all insurance products for healthcare, voluntary benefits, and life policies.

Sr Mortgage Underwriter – Discover Home Loans – Phoenix, AZ May 2023 – July 2023

Responsible for reviewing, analyzing, underwriting, evaluating, and approving and denying consumer mortgage residential applications in accordance with company guidelines, business and credit standards, and applicable laws and regulations.

Maintained company service levels and turn-time standards.

Validated loan documentation against product criteria.

Provided excellent customer service & partnered with sales & fulfillment teams effectively maintained confidentiality.

Performed income, collateral, and credit reviews to make final underwriting decisions.

Exercised good judgment and decision-making skills using a risk-based approach.

Utilized resources to research unfamiliar underwriting situations and able to present complex scenarios succinctly and with comprehensive options/solutions to leadership.

Exhibited excellent time management. Planned and organized effectively to prioritize daily workload to achieve volume goals.

Agency Coordinator – Chubb – Combined Insurance – Phoenix, AZ March 2023 – May 2023

Independent insurance agent services, including but not limited to, maximizing the sales of Combined Insurance Products by prospecting, soliciting new customers, and selling Products to them, and servicing new and existing insureds. Supporting, leading, and mentoring a sales team to meet goals with a focus of marketing and providing products and services to the greater Phoenix area.

Insurance Protege Producer – Farmers Insurance – Phoenix, AZ October 2022 – March 2023

Worked with insurance agent/owner to learn industry and agency requirements. Goal was to learn how to develop and efficiently manage an insurance agency, coordinating upper management goals with office and team production, employee development and organization. Fulfilled and exceeded sales goals to acquire an agency.

Underwriter II - Academy Mortgage – Draper, UT August 2021 – May 2022

Conducted review and evaluated information on mortgage loan documents and ensured borrower, property, and loan conditions met company and government standards. Assessed acceptability of loans to investors. Recommended approval and rejection of loan applications, as well as rejected loans for escalation for second review. Facilitated loan officers and processors by delivering loan decisions. Assembled all documents in loan files, including decisions, and moved loans to closing. Confirmed regulatory compliance for all company, state, and federal requirements during underwriting life cycle. Offered support to management throughout transitions. Provided feedback and assistance to new managers.

Maintained excellent loan quality levels while exceeding production goals.

Performed review of seven to ten loans daily including new submissions and status updates.

Enhanced performance of Underwriter 1 staff members by providing effective training and guidance.

Delivered exceptional assistance in handling escalations for high producing branches and sales team members.

Underwriter - OnQ Financial – Tempe, AZ August 2020 – August 2021

Enabled mortgage brokers in securing all required documentation. Examined loan documentation for accuracy and completeness. Conducted verifications of applicants’ income, employment, and credit histories. Requested and compiled information as needed. Analyzed accounts originating applicant funds. Verified accurate calculation of property appraisals to validate requested loan amounts. Underwrote and applied needed conditions to loan applications and ensured borrowers adherence with program and product specifications. Communicated status and loan decisions to appropriate parties in accordance with company’s Service Level Agreements (SLAs).

Exhibited expertise in underwriting complex personal/business tax returns and financial statements.

Demonstrated thorough understanding of underwriting guideless, loan risk analysis, and MI policies.

Assisted in training and supporting junior underwriters.

Assisted in escalation resolution for high producing loan officers.

Completed second reviews, as requested by leadership.

Additional Experience

Underwriter III - Opes Advisors, a Division of Flagstar Bank, FSBB – Troy, MI - September 2019 – August 2020

Underwriter - Eagle Home Mortgage/UAMC (affiliate of Lennar) – Tempe, AZ - July 2017 – September 2019

Underwriter - Movement Mortgage – Tempe, AZ - May 2015 – July 2017

Contract VA Underwriter – PRG-USA at USAA – Phoenix, AZ

Consultant-SCRA Remediation Business Analyst – Randstad Staffing for JP Morgan Chase – Phoenix, AZ

Loan Manager – Summit Funding, Inc. – Phoenix, AZ

Consumer Loan Underwriter III – Wells Fargo Bank, N.A.-Home Mortgage – Tempe, AZ

Mortgage Quality Analyst II – Wells Fargo Bank, N.A. – Phoenix & Tempe, AZ

Loan Adjuster I / Consumer Loan UW II – Wachovia Corp (acquired by Wells Fargo) – Phoenix & Tempe, AZ

Education, Certifications, & Licenses

Certificates in Business, Commerce and Language – Université de Sorbonne – Paris, FR

Associate of Arts Equivalents in Psychology and Sociology – Sacramento Community College – Sacramento, CA

Licenses & Certifications: FHA Direct Endorsement (DE), (2021), Arizona Life and Health License, (Issued: October 2022), & Arizona Property and Casualty license, (Issued: October 2022)

Technical Proficiencies: Office 365 Encompass AUS LO DU PCLender

Community Service: Vice Chair - Sahuaro District Commissioner, Citizens Utility Advisory Commission - City of Glendale, Arizona

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