Customer Service Quality Control
Resume:
Tracy Brown
Tampa, FL *****
**.*********@*****.***
• Customer Service focused professional with over 5 years' experience in the Financial Services industry
• Skillset includes Processing Mortgage Loans, Loss Mitigation, Appraisal and Loan Documentation and Coordination, HMDA File Review, and Enrollment Specialist
• Able to work in fast paced, dynamic environment with proven successful experience working in a production and quality control driven environment
• Solid written and oral communication skills
• Published Author of a children's book who attends book signings between contract roles Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Certified Loan Signing Agent
CCC Signing Agency - Tampa, FL
September 2021 to Present
Mobile Notary, Providing accurate prompt and professional service to Clients. Guide clients througth the signing process and ensure that all documents are signed and delieved on time.
Notorization of documents
Acknowledgments
Loan Signigns
Jurates
Oaths and affirmations
and more.
Post Closer
Lennar Title - Tampa, FL
August 2022 to December 2022
• Open new builder escrows in FAST system, which includes initial entry of contract information, scanning of contract documents into the system for multiple States.
• Order statements from HOA Management Companies
• Order and send out title commitments and lender title requests
• Upload and process all items received through FAST Work Queues for scanning doucments.
• Perform administrative and clerical duties to assist in the escrow process
• Adhere to the rules and regulations of escrow within all operations
• Knowledge of Microsoft Office applications
• Ability to read and interpret purchase agreements
• Ability to communicate effectively with customers and other employees of organization
• Team oriented with the ability to work independently
• Public Notary
Property Manager
The Wilson Group - Remote
January 2016 to June 2022
• Assiting Owner in adminstravtive task and mainting calender and book keeping
• Working with contractors on for propery and matanince.
• Obtaining good and services for clients.
• Booking stay and credit check for renters
• Coordinating the housekeeping and book keeping
• Monitoring the progress of proptery and guest stay
• Updating customer management software to keep client records accurate for invoices.
• Advertising proptery for rentals and extended stay. Credit Underwriter
Clayton, a Covius Solution - Tampa, FL
June 2021 to January 2022
Responsibilities
The Credit Underwriter is to issue credit decisions based on the documented borrower profile within the guidelines of the program and client requirements
Meet the minimum daily production goals plus clearing conditions and perform within department audit standards.
SPOC
ALAW Law Firm - Tampa, FL
October 2020 to February 2021
As a SPOC,Specialist Single Point of Contact, worked or customers in default or facing imminent default. Was liaison between customers and internal workout groups in order to assist customers in resolving delinquencies with appropriate solutions in alignment with investor guidelines, while providing best in class support. As a Specialist act as an owner of in-depth servicing issues research, including payment discrepancies, escrow inquiries, and contact difficulties Review accounts, research documents and system notes to determine the best course of action to correct account issues.
Answer inbound calls and make outbound calls to resolve delinquencies and offer workout alternatives to foreclosure.
Track and manage requests for research from internal and external customers. Report on system queue progress, based on assignments. Mortgage Servicing Experience, including knowledge of Workouts, ARMS, Escrows, and mortgage processing, underwriting and/or extensive quality control background, knowledge of Fannie Mae, Freddie Mac, FHA and VA loans providing compliance support related to federal and state laws and regulations and agency guidelines
30-40 WPM.
Current, working knowledge of the MS Office Suite, including: Word, Excel, Access, and PowerPoint. Enrollment Specialist
Anthem Blue Cross BlueShield - Tampa, FL
August 2019 to February 2020
Enrollment Specialist trained and contracted wit Anthem Medicaide responsible for performing duties related to Enrollment into Medicare Advantage Health Plans, Medicaid plans. Verifified enrollment status, made changes to records, researched and resolved enrollment systems rejection, addressed a variety of enrollment work errors. Maintained enrollment database.
Determined eligabilities and proformed error resoulustion per members election peroid. Verififed Discrepancies by research and review for adjustment and detailed audits for appllicatio for members benifits for their election period.
Documented the resolve for various departments and enrollments in ESPT, BPM, Litton and Medisys for execution.
HMDA File Reviewer
USAA Mortgage - San Antonio, TX
July 2016 to January 2017
• Received canceled withdrawn and denied loan files and identified by the Data Integrity Team for the client USAA.
• Analyzed files to determine appropriate categorizations as well as identify and verify exceptions with quality Control Specialists
• Performed quality control reviews, managed small teams, and prepared reports and findings in a clear and concise manner.
• Ensured the company was compliant within the Home Mortgage Disclosure Act by making a credit decision within guidelines of the consumer submitting an application.
• Recorded information within 26 data fields for numerous departments to review for various reasons to report accurate data within the mortgage HMDA department.
• Conducted compliance analysis for documentation reviews related to the Equal Credit Opportunity
(ECOA), Fair Credit Reporting (FCRA), Home Mortgage Disclosure (HMDA), and Community Re-Investment
(CRA).
• Loss Mitigation Specialist
Processor (contract)
Bank of America - Dallas, TX
August 2010 to May 2011
• Processed mortgage loans obtaining all documentation in order to submit loan for underwriting for DU, LP or manual underwrite.
• Responsible for clearing conditions and issuing changes to the terms on previously approved loans.
• Responsible for verifying approved conditions for FHA, Conventional and VA loans.
• Reviewed customer's loan application, and verified Voes, bank statements for income/assets, insuring that all documentation was accurate and current.
• Resolved title and appraisal disputes and updated mortgagee clauses.
• Managed a pipeline of 80-100 loans, mailed NOIs, ordered appraisals, titles and processed the current documents for the loan.
Skills
• Calyx Point
• Edge
• DU
• LP
• AS400
• Share Point
• Microsoft Office XP
• Microsoft Windows 2003
• Microsoft
• Mortgage Servicing
• Escrow
• Fair Housing Regulations
• Financial Services
• Microsoft Excel
• Documentation review
• Underwriting
• Communication skills
• Customer service
• SharePoint
• Customer service
• Fraud prevention and detection
• Underwriting
• Risk management
• Fair Housing regulations
• Sales
• Leadership
• Recruiting
• Microsoft Office
• Data entry
• Organizational skills
• Academic advising
• Order entry
• Stocking
• Typing
• Microsoft Access
• Editing
• Google Suite
Certifications and Licenses
Certified Notary Public
September 2021 to September 2025
I am Certified & Trained by the National Notary Association and Loan Signing System Bonded and insured included 1,000,000 Errors & Omission Insurance Coverage. E.C.E Units
July 2001 to July 2026
I have worked for the Los Angeles Unified School District for 8 years in Los Angeles, CA. I have worked with many parents, teachers, students, school adminstrators and community. I changed careers in 2009, in Real Estate.
I believe I am a strong cadidate to work for an amazing organization, that helps foster children. I know reside in Florida still working in Mortgage as a Loan Signing Agent for home buyers, so my resume will reflect current mortgage. I do have a for school but was unable to attach it to this application. Thank you for your time and considerations.
Certified Notary Public
September 2021 to September 2025
I have worked for hospitals as a medical biller and I am a notary and I have ECE units for child development.
Certified Anti-Money Laundering Specialist
Assessments
Customer service — Proficient
June 2020
Identifying and resolving common customer issues
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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