Management Analyst Issues
Resume:
Katherine Chambers
Issues Management Analyst
*********@***.*** • 636-***-****
Saint Peters, MO, 63376
Dependable, detail-oriented, and results-driven Issues Management Analyst with 15+ years of expertise in identifying, analyzing, and resolving complex issues. Demonstrated ability to effectively communicate with stakeholders at all levels, fostering strong relationships and promoting collaboration. Proven track record of delivering high-quality solutions within tight deadlines. Strong organizational skills, ensuring efficient workflow and maximizing productivity. Excellent written and verbal communication skills, enabling clear and concise reporting to key stakeholders. Proficient in utilizing data analysis tools and software to derive actionable insights. Areas of Expertise
● Client Relationship Management
● Regulatory Compliance & Due Diligence
● Loss Mitigation Underwriting
● Project & Pipeline Management
● Quality Assurance & Control
● Mortgage Operations & Documentation
● Risk Analysis & Management
● Issues & Solutions Management
● Financial Analysis & Services
Professional Experience
Cenlar, O’Fallon, MO
Issues Management Analyst
2020 — 2023
Spearheaded documentation and validation processes in Loss Mitigation, Transfer, and Default Operations, ensuring adherence to industry standards. Developed and implemented MAPs, rigorously validating Key Risk Indicators for enhanced operational efficiency. Directed Transfer Operations pipeline, overseeing stages from initial intake through to successful issue resolution.
● Achieved 100% issue closure rate, maintaining operations free from compliance and audit discrepancies. Cenlar, O’Fallon, MO
Executive Response Team Lead
2020 — 2020
Cultivated expertise among new agents through comprehensive mentoring and training in systems and workflows. Streamlined workflow management, facilitating pipeline oversight and escalation processes to business lines, enhancing team resolution efforts.
● Directed specialized team of eight senior executive response specialists in New Jersey, ensuring optimal performance. Cenlar, O’Fallon, MO
Executive Response Specialist Sr
2020 — 2020
Resolved Level 3 escalation complaints, ensuring customer satisfaction and service excellence. Trained new agents in system navigation and workflow optimization, enhancing team efficiency. Demonstrated autonomous problem-solving skills, minimizing need for managerial oversight. Adapted to software limitations, maintaining quality outcomes under resource constraints.
● Applied innovative solutions to complex challenges, driving operational improvements.
● Achieved 100% in quality control audits, reflecting consistent delivery of customer-focused results. Cenlar, O’Fallon, MO
Loss Mitigation Underwriter and QAC Specialist for Opening and Underwriting 2018 — 2020
Streamlined FHA, VA, Fannie Mae, and Freddie Mac loss mitigation underwriting processes, enhancing quality control standards. Expedited resolution of escalated files through expert underwriting, ensuring adherence to stringent guidelines. Elevated underwriting proficiency of new recruits by providing comprehensive mentorship and training in system navigation and technical queries. Conducted meticulous second-level compliance reviews, focusing on opening procedures to uphold regulatory standards.
● Emerged as go-to Subject Matter Expert for entire site, resolving intricate underwriting inquiries.
● Championed workplace safety as Area Safety Leader, acquiring certification in fundamental medical skills.
● Spearheaded educational initiatives on compliance reviews, focusing on opening procedures, and rectifying common errors like incomplete file submissions and documentation inaccuracies.
● Ensured flawless adherence to Product specific system requirements, contributing to streamlined underwriting process. Page 2 2
● Maintained impeccable record of meeting all CFPB deadlines and achieving zero audit failures, exemplifying commitment to excellence.
Citi Mortgage Inc, O'Fallon, MO
Level 2 Loss Mitigation Underwriter
2016 — 2018
Spearheaded FHA, VA, Fannie Mae, and Freddie Mac loss mitigation underwriting for CFPB, enhancing file accuracy and compliance. Analyzed and synthesized month-end data for CFPB and senior underwriters, ensuring insightful reporting and decision-making support. Guided and educated novice underwriters in system navigation and complex underwriting queries, fostering team proficiency and knowledge sharing.
● Facilitated borrower home retention by executing effective loan modification strategies, contributing to successful loss mitigation efforts.
Citi Mortgage Inc, O'Fallon, MO
Quality/Process Improvement-Short Sale Analyst
2015 — 2016
Orchestrated daily CFPB third-party delay reporting, delegating tasks effectively to team members. Fostered team expertise through mentoring and training on special projects, specializing in mortgage documentation and processes. Authored and scrutinized formal correspondences to borrowers and government agencies, maintaining high standards of precision.
● Directed comprehensive Level 3 reporting for two distinct processes on a monthly basis, ensuring accuracy and timeliness.
● Served as a subject matter expert in Quality Control Analysis for FHA, VA, Conventional, and Alt-A mortgages, focusing on due diligence and post-closing procedures.
Citi Mortgage Inc, O'Fallon, MO
Property Preservation Access -Default Processor
2014 — 2015
Led detailed daily reporting on Consumer Financial Protection Bureau (CFPB) third-party delays, dividing roles efficiently throughout the team. Cultivated team proficiency in mortgage documentation and procedures by mentoring on specific assignments, enhancing overall project quality.
● Composed and rigorously reviewed formal communications to borrowers and governmental entities, ensuring exceptional accuracy and compliance standards.
U.S. Bank, St. Louis, MO
Relationship Manager/RMDM
2014 — 2014
Served as exclusive liaison for diverse defaulted mortgage categories.
● Attained consistent 100% quality ratings in performance evaluations. Wells Fargo Home Mortgage, St. Louis, MO
Consumer Underwriter III, LIS/LPS System Authority 2012 — 2013
Orchestrated comprehensive underwriting for both conventional and HARP loans, ensuring adherence to industry standards. Excelled as Subject Matter Expert in training, exhibiting proficiency in leadership, management, and conflict resolution strategies.
● Mentored processors, successfully guiding them to achieve underwriting authority marked by consistent 100% quality scores over six- month period.
● Maintained exemplary performance with sustained 100% quality scores, averaging ten underwrites daily. Additional Experience
Accounting Specialist IV/Loss Mitigation Underwriter, Citi Mortgage Inc., O'Fallon, MO Mortgage Auditor, Stone Hill Group Inc., Atlanta, GA Education & Certifications
Diploma in Fraud Management & Anti-Money Laundering Awareness, Allison Operation Risk Management Certification, Allison
Contact this candidate