Quality Service
Resume:
DERRICK D. KENNEDY
**** *********** *****, *****, ** 75093
****************@*****.***
SUMMARY OF QUALIFICATIONS
Accomplished, results-oriented financial service professional with proven track record of driving quality, compliance and security.
Certified Governance, Risk Management, and Compliance Professional by the Open Compliance and Ethics Group (OCEG)
Adaptable, knowledgeable and confident leader that delivers high quality results employing consistency and industry knowledge experience to meet tight deadlines.
Highly-proficient across industry-related programs and certifications including:
Six Sigma White Belt (2018) Coaching & Strategic Planning
Quality Assurance Fair Debt Collection Practice Act
Real Estate Settlement Procedures Act Microsoft Office
PROFESSIONAL EXPERIENCE
Highlands Residential Mortgage – Dallas, TX
Servicing Specialist (Onboarding/Servicing Transfer) 4/2020 to 01/2021
● Researched parcel, property, and address issues according to county tax/assessor's office and legal
description.
● Performed audits on selected samples including, call recordings, data, documentation or other sample types.
● Ensured processes and samples reviewed are managed in adherence to internal policies and procedures, investor/insurer guidelines, and federal regulations.
● Executed wire payments, stop pays, account transfers and insurance claim check’s up to $20,000.00
● Assisted with the on-boarding of new loans in the system and well as service transfer for loans going to new organizations
● Gathered customer information to ensure that all aspects of the underwriting process had been
completed per checklists and guidelines.
● Responded to escalated inquiries from borrowers, tax vendors, insurance agents, loan processors and loan officers
● Worked with New Loan Setup and third-party vendors to ensure that all loans were contracted correctly
according to the collateral outlined in the loan documents (legal descriptions, title commitments, deed of
trust, HUD statements, settlement statements, and appraisals).
Rausch Sturm– Dallas, TX
Legal Compliance Analyst (Hardship) 3/2019 to 4/2020
Company sole auditor responsible for process level audits covering hardships across the enterprise.
Formalized decisions behind new processes to consider soundness and objectivity of agent’s judgments in relation to temporary or permanent hardships.
Completed required daily audits on 200+ files to ensure compliance and quality.
Partnered with other business units to enhance communication and mitigate challenging areas.
Performed monthly internal audits to ensure compliance and effectively manage potential risks in operations. Types of Audits include Dispute Audit, Open Error Audit, Mail Return Audit, Bankruptcy, Deceased Borrower & SCRA Audit, etc.
Spearheaded executive and business driven reports for VP of Research, Audit Compliance
and Investor Reporting Teams
PennyMac Loan Servicing, LLC – Ft. Worth, TX
Research Administrator 9/2016 to 10/2018
Researched and resolved email and written inquiries, requests for information, notices of errors, debt validations and general complaints and disputes received from borrowers in accordance with established policies and regulatory requirements
Maintained RESPA/CFPB (acknowledgement, extension and resolution) log for each piece of qualifying correspondence received and ensured appropriate completion time frame
Investigated and resolved a variety of issues, including matters related to escrow, taxes, insurance, loss mitigation, property preservation, foreclosure and bankruptcy related inquiries, account balance and payment verification, with knowledge of all mortgage types including FHA loans, VA loans, etc.
Managed communications to borrowers, attorneys and regulators in a professional and courteous manner, including providing copies of requested loan documents
OCWEN, LLC, Coppell, TX
Compliance & Process Improvement Specialist 2/2014 to 8/2016
Served as subject matter expert on complaint reporting and process improvement for the Research
Department
Significantly increased complaint tracking compliance from 72% to 98%, both in aged loan reduction
and report compliance
Created and implemented control measures to minimize/eliminate the root causes obtained
Monitored and oversaw Service Level Agreement requirements on all Credit related complaints to
comply with CFPB and investor guidelines
Identified trends, errors, and opportunities for process improvement through complaint tracking
report analysis
Homeward Residential, Addison, TX
Senior Quality Assurance Specialist 7/2010 to 1/2014
Developed the Quality Star Program, awarding associates with 90% or higher in monthly awards
Identified errors and inconsistencies to established procedures to ensure corrective action is taken
Monitored staffing requirements based upon order volumes and helped makes appropriate adjustments
to staffing and/or process as appropriate
Processed monthly operational reporting audits for all business units within default operations to resolve exceptions and create action plans to prevent future exceptions
Respond to audits findings from MHA (Making Homes Affordable) to ensure compliance within CFPB guidelines: HAMP, HAUP, and Non- HAMP
Perform initial QA testing to ensure system changes meet defined requirements as well as providing feedback to QA and Development teams regarding test cases, scenarios and scripts
AMERICAN HOME MORTGAGE SERVICING, INC, Coppell, TX
Early-Stage Collections Representative 9/2009 to 4/2010
Processed inbound/outbound collections and customer service calls
Used collection skills to bring accounts current
Finalized repayment plans and started modification process for hardships
Maintained professional company image while assisting customers with basic mortgage needs including escrow, interest rates and company procedures, etc.
EDUCATION
LINCOLN UNIVERSITY, Jefferson City, MO
B.S.: Business Administration 5/2009
ShapeA.S.: Communications 5/2009
REFERENCES
Available upon Request
Contact this candidate