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Manager Customer Service

Richardson, TX
May 12, 2020

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Joyce L. Edwards

Cell :972-***-****



Background: Dedicated professional leader with excellent analytical, problem solving and customer service skills. Adaptable to deadlines, performs under pressure, extremely detail oriented and highly organized.

Management • Mortgage Closing Department • Performance Management

Skills: • Payroll • Contract Negotiations &

• Purchasing/Inventory Control Administration

• Customer Service • Financial Transaction/analysis

• Risk Management • Loan Processing

Mortgage • Conv, VA, FHA Loans • USDA/State Bond Loans

Expertise: • BSA/Anti Money Laundering • Deep Bankruptcy/Foreclosure

• Underwriting DU/LP-LAPP • Risk Management

• Rebuttal/Appeal Underwriting • Vendor Management

• Loan Closing & Funding • Property Appraisals

• EPD and FPD Reviews • Federal/State Compliance


Computer Skills: • Windows/Word • MSP/Pega • Excel

• Encompass/LOS • Lotus 123 • Acuity

• CPI • Cogent • File Net/SOR

• Fraud Guard • Clarity • Stream/Calyx Point

Professional • Strong communicator with the ability to effectively relate to all Strengths: management levels and individuals from diverse backgrounds.

• Use my bridging skills to help upper management and staff communicate with each other and inform staff of policy changes.

• Recognized by customers and management for exceptional industry knowledge, along with 13 months acknowledgements in a row for dedication to quality.


Bishop College Dallas, Texas

Major – Accounting Minor - Business Administration


3/18 to 5/20 AMC Mortgage Underwriter Tampa, FL

•Analyzing credit documents, including, but not limited to, mortgage applications, credit history and income documents, title documents, appraisals and all applicable compliance documents.

Evaluate debt ratio, loan-to-value ratios, credit score, property valuation and various other factors

•Manual Frontline Underwriting of Conventional, Conforming and Non Conforming loan products. Determining and documenting loan conditions and communicating requirements and/or decisions.

•Reviewing loan files for completeness and accuracy

•Identifies portfolio risks resulting from the client’s underlying business practices, underwriting and/or fraud exposure.

•Maintain knowledge of all applicable underwriting fuidelines by completing all underwriter training programs along with learning any business unit policy and guidelines applicable to the spectrum.


8/16 to 8/17 AmeriHome Mortgage Underwriter Woodland Hills, CA

•Underwrite residential mortgage loans in accordance with Jumbo, FNMA, FHLMC, FHA and VA internal guidelines ensuring compliance with company and investor standards

•Manage individual pipeline on a daily basis by completing new underwriting reviews, condition reviews and other underwriting tasks within established turn times

•Review and analyze borrower profiles, credit reports, title reports, income documentation and assets, including financials

•Assess and respond to fraud indicators

•Determine eligibility for private mortgage insurance

•Analyze automated underwriting applications and ability to assess results

•Structure loans according to lender requirements and credit quality

•Review appraisals for accurate property valuation

•Discuss marginal loans with Underwriting Manager before suspending or declining file

•Communicate with Underwriting Manager any elevated issues or concerns

2/15 to 8/16 Recovco Mortgage Remote Sr Forensic UW Irving, Texas

8/11 to 8/12

•Performed risk analysis and forensic reviews on mortgage loan files per credit and compliance guidelines. The first employment with Recovco my main duties were to write rebuttal letters to FNMA and Mortgage Insurance Companies. This task required detail efforts to avoid repurchase and fines. The second employment duties are listed below.

•Used critical thinking and sound decision making regarding loan deficiencies when measured against company, industry and federal guidelines

•Identified transaction components that indicated the potential of fraud

•Performed sufficient investigative work to detail and resolve any fraudulent issues identified. Reviewed Underwritten loans for accuracy.

• Recorded data accurately and compiled a review of the circumstances as well as applicable conclusions. Main objective was to review Underwriters findings for accuracy and grade them accordingly.

•CFPB compliance reviews with emphasis on TRID and HUD reconciliations.

•Reviewed loan for policy and procedure as well as investor guideline compliance. Also complied all regulatory requirements noted on page one.

9/12 to 1/15 Nationstar Mortgage Sr. Compliance Underwriter Irving, Texas

•Thorough QC audits on pre-approval to final approve loans for compliance, any deficiencies to investor guidelines and policy adherence.

•First line defense testing of Investor HUD analysis along with auditing to locate and correct FHLMC and FNMA cash back errors. Reviewed EPD/FPD loans.

•Analyze Critical deficiencies for risk impact. Perform appraisal analysis on field reviews. Reviewed resubmissions for accuracy and BSA/AML risk assessment

•Performs detailed review of HMDA reportable loans including validation of APR’s, TILA, RESPA, applicant information and presence of necessary documentation. Completes data review for HMDA LAR submission.

•Ensures accuracy, integrity and completeness of required documentation and compliance disclosure.

•Ensures accuracy, integrity and completeness of required documentation and compliance disclosure. Applied all applicable regulatory requirements.

•Assisted in identifying or recommending alternative financing solution

•Responded to quality control audits and post-closing issues in a timely manner

•Performed as Assistant Manager submitting and sampling 10% of loans outsourced monthly as Vendor Assistant Manager

•Supervised and evaluated seven underwriters from Vendor Management team whose primary responsibility was to Underwrite loans per overlay, credit and compliance regulations.

Completed full audit on all loans to insure all credit and Compliance (CFPB) was adhering to Investor's and company policies and procedures. Also, Investor reporter to FNMA.

1/11 to 08/11 Chase Home Loan Mortgage Contract Sr. Underwriter Irving, Texas

•Approved modifications under the FHA, CHAMP/HAMP loan programs, by analyzing financial situation of borrowers and determine appropriate loss mitigation options. Imperative to ensure FDCPA and all other applicable regulations related to Loss Mitigation and Collections are executed.

•Responsible for the necessary inbound and outbound calls regarding borrower inquiries and payment plan while documenting and setting up best repayment agreement.

•Researched findings as needed to yield a solid approval and checking that the processing of the loan modification is carried out properly. Recommend settlements/short sales.

2/01 to 12/10 WFHM Contract Underwriter/Closing Mgr. Various States

Frontline underwriting origination of mostly conventional conforming loans, conducting credit risk reviews of retail and correspondent loans and apply needed conditions for mortgage submissions to assure loans meet program/product specifications.

Executing an appraisal analysis to determine that acceptable collateral standards are met, while completing the necessary research to determine federal, state and company compliance.

Communicating credit risk decisions to the partnering individuals within the company, correspondents, or borrowers.

Achieving productivity standards and qualitative seller satisfaction targets.

•Applied overlays to conventional purchase and refinance loans per DU/LP and vendor guidelines

•Made decision based on judgment and risk involved

•Responsible for signing off on final documentation

•Responsible for BSA/AML risk management

•Supervised Contract Underwriters

•Part II – Closing Supervisor (10 months of my Contract)

•Oversee the process of closing packages for Conventional, FHA, and VA loans; review and assess HUD-1 for accuracy: ensure compliance with Underwriting, and Closing procedures, then fund loans in compliance

•Created and implemented strategic procedures that significantly improved team productivity

•Supervised 33 Contract Closers

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