Customer Service Due Diligence

TAMATHA ADKINSON

Reynoldsburg, OH 614-***-**** ****************@*****.*** Linkedin.com/in/tamatha-adkinson

SUMMARY

High-performing, enthusiastic and analytical professional with experience in finance, insurance, management, underwriting, training, loss mitigation, due diligence, and quality analysis. Detail oriented leader with excellent skills in problem resolution, communication, organization, decision making, time management, and collaboration. Motivated and self-driven to succeed, make a difference, gain additional knowledge and skills, and be a valuable contributor to ensure the overall success of the team, department, and company.

AREAS OF EXPERTISE

Underwriting

Risk analysis

Compliance

Multi-Tasking

Multi-Tasking

Loss mitigation

Financial analysis

Fraud analysis

Customer service

Customer service oriented

Communication

Problem solving

Due diligence

Relationship Management

Advanced financial analysis

Audit

Credit analysis

Project management

Process improvement

Training

Management

Team building

Change management

Risk analysis

PROFESSIONAL EXPERIENCE

King Collision and Auto Repair - Columbus, OH April 2024 – Current

Front Office Manager and Shop Technician Temporary position

Plan daily collision repair schedules to ensure efficient workflow, assign work, supervise the parts department, estimate repair time, and meet customer deadlines.

Lead and manage employees and automotive repair center and employees while ensuring sales, financial, quality and customer satisfaction goals are achieved.

Amazon - Columbus, OH November 2022 – May 2024

Independent Flex Delivery Driver

Achieved the top-level driver award and highest delivery partner status based on dependability, quantity, quality, accuracy, and timeliness of deliveries within 3 months.

Received 2 bonus awards for excellent customer service.

CVS Health – Columbus, Ohio February 2024 – April 2024

Medicare Grievances and Appeals Sr. Coordinator

Review, analyze, and process policies associated with claim events to establish the company's liability, deficiencies, and entitlement. Create resolution, and communicate with customers and/or providers as well as problematic areas that were identified as the root cause as applicable.

Tailored Management/Nationwide Insurance – Columbus, OH May 2023 – February 2024

Solutions Center Representative Temporary position

Receive and respond to incoming calls from investment professionals, plan sponsors and members on a variety of topics. Understand the different product suites, including current line-up and products no longer sold that still require servicing and for interpreting and applying all changes and enhancements to new and old products, based on the daily change communications.

Follow all rules and regulations to ensure compliance with Client or other professional licensure requirements, Nationwide policies, firms, plan documents and state and local laws.

Life Underwriting Case Manager II Temporary position

Received a perfect 100% score in both the production audit and the QC audit, the first month in production.

Review, process, verify accuracy and completeness, of new life insurance applications. Complete timely follow ups to obtain required information, documentation, outstanding items, and application status with agents. Manage, organize, and prioritize daily pipeline and workload in a fast paced, constant evolving environment.

JIA Finance - Wilmington, DE January 2022 - November 2022

Non-QM Underwriter Laid Off

Complete underwriting and decisioning of all non-QM foreign national, prime ascent, investor solution, DSCR, and home equity loans for primary and secondary investment loans as the company’s sole underwriter. Laid off due to industry decline.

TAMATHA ADKINSON

Page 2

Consolidated Analytics – Anaheim, CA February 2022 - March 2022

Due Diligence Underwriter

Complete thorough analysis and due diligence of post-funded QM and Non-QM loans. Verified accuracy and completeness of data used in the original decision. Review loan to verify it conformed to investor guidelines and requirements, compliance, and regulatory guidelines. Attempt to reconcile any defects and/or deficiencies necessary to provide a salable determination.

Maxwell Financial – Denver, CO July 2020 - October 2021

Mortgage Underwriter Team Lead Laid Off

Manage and monitor team workflow, pipelines, quality, and performance. Achieved 100% of daily service levels.

Audit loans and provide coaching to increase knowledge, production, quality, and accuracy.

Selected for a two-person special project team to develop operating procedures and infrastructure for a new company division; MaxDiligence. The company provided post-funding due diligence services to verify salability and reconcile any defects and/or deficiencies. Created and completed test cases, data mapping, rules, addressed deficiencies, breakages, inaccuracies, improvement areas, providing the feedback to software developers. Created the in-depth training manual, and trained the initial new hire classes.

Executed the MaxDiligence project 56% ahead of schedule, providing earlier startup and income generation.

Mortgage Underwriter

Analyze income, assets, credit, title, and property evaluations following compliance, policies, procedures, and regulatory guidelines.

Collaborated with agents and brokers resulting in being a top producer, achieving 100% of all daily service levels, and breaking the company record for the quickest close time for closing in 10 days!

Achieved a perfect 100% in every audit.

Proactively identified problematic areas, trends, impact of change, root cause, and creating resolution resulting in reducing ComplianceEase errors by 99%!

Assist the post funding department to audit post-funded loans for accuracy, and reconcile defects needed to qualify as a salable loan.

Train, coach, mentor, create job aids, and back up management and associates.

Aerotek for Huntington National Bank – Columbus, OH March 2020 – July 2020

Mortgage Underwriter Temporary position

Perform analysis and decisioning of loan applications review credit, income, assets, appraisal of collateral, and satisfied all program, product, state and regulatory guidelines, and compliance requirements.

Achieved a perfect 100% in all audits, while exceeding production, quality, and service standards.

JPMorgan Chase – Columbus, OH April 2016 – March 2020

Executive Home Lending Advisor

Convert phone and web-based leads into mortgage applications by analyzing the customer’s goals, financials, credit, utilized consultative selling of first and second mortgage products which resulted in exceeding all standards in performance, quality, compliance, and customer service. Perform loan processing to obtain the required information and documents to advance the loan to the underwriters.

Ranked within the top 10% in the country for overall performance 8/10 months.

Mortgage Underwriter II

Complete a thorough analysis of income, credit, assets, and appraisal. Communicated necessary conditions, issues, documents, and requirements needed to decision the loan. Verify adherence of all federal, state, and local laws, regulations, and guidelines.

Member of the National Operational Excellence Council and the Spirit Council.

TAMATHA ADKINSON

Page 3

Huntington National Bank – Columbus, OH October 2005 – April 2016

Home Savers Sr. Loss Mitigation Underwriter and Credit Risk Analyst

Perform thorough analysis of income, credit, assets, title, and appraisal of loans in default or facing imminent default. Analyze data and hardship scenarios to assist with home retention, mitigate risk and losses to the company.

Communicate needed conditions to properly document the file, prepared and processed documents, documented the final decision, update the system of record, and sent documents to the county for recording.

Prepare and monitor team reports to ensure that all service levels and requirements are achieved daily.

Provide training and assistance to team, external and internal departments.

Loan Operations Manager

Manage 4 departments in Consumer and Commercial Loan Operations, and the mail services for 2 locations.

Perform post-funding due diligence reviews of commercial and consumer loans to proactively prepare for internal and external audits. Developed a post-closing process and team to perform due diligence and reconcile defects and/or deficiencies. This resulted in a 17% increase in audit scores and reduced audit findings.

Managed project and budget planning of bank acquisitions, system mergers, and migration of physical files to ensure a seamless, transparent merger. Completed the largest bank acquisition 20% ahead of schedule.

Managed and maintained an annual budget over $10M. Worked with vendors and negotiated contracts for various products and services. Developed and maintained 40+ processes and procedures which resulted in savings of approximately 120K annually and a 50% reduction in service levels.

79% of the staff excelled in their career, increased production by 28% and improved quality results by 46% utilizing effective coaching, leadership, mentoring, and staff development.

Contact this candidate