Manager Customer

Kimberly Williams

972-***-**** adj7em@r.postjobfree.com

SUMMARY:

A highly motivated mortgage industry professional with several years of retail & banking processing experience. Strong background in Quality Assurance, Customer Service, Underwriting, Loan Processing, and FHA/VA/Conventional/Jumbo loans. A professional who exceeds individual performance goals and provides coaching and mentoring to team members on a variety of loan products and services. Proficient and successful in building a solid foundation understanding the intricacies of the mortgage industry. EDUCATION:

Associates Degree -Accounting Tyler Junior College Tyler, Texas Graduated 2006 SKILLS:

Encompass Accounting Credit Underwriting

Acquisition CITRIX Reporting

Paycheck Auditing Researching

Management Vast Excel Spreadsheets

LPS Paycheck FileNet

Funding/Wire transfers Mentoring Teambuilding

Key Experience:

Shop Your Own Mortgage, Dallas TX February 2020- Current Funding Manager

• Managed 4 employee’s

• Hired, train and develop all new employee’s

• Oversee and support the closing and funding process, ensuring excellent levels of member service by providing guidance/advice/counsel on the closing process, documents, and funding in a detailed and comprehensive manner when needed.

• Monitor closing and funding pipeline daily and ensure workflow is completed in a timely manner with employees.

• Accurately input figures into CRM /DocMagic to process closing packages when needed.

• Audit critical documents and correct documents with Title Companies / Escrow Agents as needed in preparing and balancing Closing Disclosure.

• Review title and survey for exceptions, review, and audit loan documentation to ensure all underwriting conditions have been met.

• Review all loan documents for correct signatures, notary information, title reports, escrow instructions, etc. and to maintain compliance with federal, state (wet and dry) and agency guidelines

• Ensure employees are calculating closing figures, coordinate funding of the loan with the Accounting and Wire on a timely matter.

• Support the departments and work to resolve any GL booking issues, may issue creditor checks.

• Review audit and any missing documents prior to the time of closing. Review and approve final Closing Disclosure.

• Confirm audits final executed docs for accuracy and completion of signatures and dates by all parties to the transaction.

• Review employees closing checklist for closing packages. Help employees with closing balances Kimberly Williams

972-***-**** adj7em@r.postjobfree.com

NationStar Mortgage, Irving TX April 2017-February 2020 Account Manager/ Sr. Analyst

• Amortization schedule calculations for ARMS loans and responsible for auditing discrepancies for LSAMS servicing systems from customer inquiries, investor reporting.

• 304 reporting reconciliation/corrections, researching, analyzing multiple documentation. (ARM, note, POA instruments, modification, auditing).

• Facilitating correction on ARM change letters for the Bankruptcy department within their SLA needs. FHA/FHLMC Compliance with (FileNet, Remedy, Document Research).

• Loan specifications.

• Reconciling by way of Amortization ARM Evaluation Reviewing the boarding template for ARM and SCRA specifications from acquisition fixes SQL, V-Lookup, analyzing mapping from acquisitions, interpreting mortgage loan level.

• Liaison of 203k rehabilitation.

• Mortgage insurance & 203k mortgage & 203k Rehab Mortgage Insurance. Analyze applicant’s financial status, credit, and property evaluation to determine loan feasibility. Perform daily maintenance of the loan database.

• Created financial analysis reports of commercial real estate, borrowers’ financial statements, lease reviews and market research.

• Advice on transaction-related inquiries from business partners across servicing operations. Research and resolve issues submitted through SharePoint from business units across the company.

• Account adjustments that reallocate cash, loan updates that facilitate investor transfers and transactions that drive advance recoveries and remittances. Resolving the escalation issues for Bankruptcy & Foreclosure Accounts along with customer complaints/issues.

• Resolving escalated issues with 3rd parties and attorneys with sold out properties and bids and reinstating accounts. Processing exception items that fall outside of normal processing routines. Balancing reconciliation resolution of Payment Clearing Account, Reconciliation outages. Payoff reversal and wiring funds.

• Researching funds for Escrow & creating training procedures on Short payoff procedures and applying funds. Reviewing and processing escrow accounts and deferred escrow. Resolving Tax/Hazard Insurance escalation.

Nationstar Mortgage, Irving, TX November 2015-January 2017 Customer Service Specialist

• Prepares correspondence to address and resolve customer questions, concerns, and complaints of moderate complexity.

• Provides written correspondence with organized thoughts, proper sentence construction, punctuation, and grammar.

• Resolves internal/external questions pertaining to customer accounts.

• Escalates issues as needed based on established guidelines.

• Remains courteous, friendly, concerned, and knowledgeable while providing a detailed explanation of resolution taken. Establishes an effective professional rapport with both internal & external customers.

• Compares and evaluates possible customer service solutions and decides which to recommend to customers to best meet their needs and circumstances.

• Timely and accurate processing of payoff statement quotes, including prepayment penalty and refund calculations.

• Provided monthly reporting on receivable trend analysis and customer account deterioration as required by corporate credit or payments.

• Make collection calls to create relationships with each account while having the ability to research or reconcile accounts and create spreadsheets while on the with customers. Kimberly Williams

972-***-**** adj7em@r.postjobfree.com

Barclayscard, Las Vegas, NV February 2015-September 2015 Relationship Manager

• Managed 20 team members

• Train, develop, and mentor all employees.

• Created training manuals targeted at resolving customer issues.

• Implemented and monitored programs to maximize customer satisfaction. Documented the necessary account information and offer solutions that benefit the customer.

• Improved service quality and increased sales by developing a strong knowledge of company's products and services.

• Collected, monitored, and evaluated customer requirements to achieve desired delivery time and order fill rates.

• Maintained the acceptable performance standards, including effectiveness, efficiency, and quality.

• Effectively managed departmental expenses to stay within the allocated budget.

• Verified that information in the computer systems was up-to date and accurate. Processed bank reconciliations and financial reports to verify the practice to proper due diligence. Wells Fargo, Las Vegas, NV November 2012-April 2014 Credit Underwriter II

• Responsible for reviewing, analyzing, approving, and underwriting moderate individual consumer requests and products within company and industry guidelines.

• Evaluated and ensuring overall loan documents are accurate, complete, and compliant, reviewing of financial statements, credit reports, applicable ratios (i.e. Debt ratios, loan-to-value) and other supporting documentation.

• Used an automated scoring system or traditional underwriting to determine acceptability of moderate requests.

• Contacted customers and partners to gather information to make appropriate decisions, explain rationale behind credit decisions, and/or to sell/promote line products; - staying abreast of any changes in underwriting provisions.

• Run DU/LP a final AUS

• Analyzed the credit report along with explain to customer the Debit to credit ratio and working with the different credit bureau. Credit freezes and disputing delinquent accounts.

• Process Credit card application and explaining the disclosure. Checking and making sure customer matches the qualifications for applying for the credit card. Bank of America, Adison, TX November 2008-April 2012 Mortgage Specialist

• (FHA / VA/ Freddie/GOV/ HELOC/DSI) Completed loan workouts, managed junior analysts and temporary employees, and conducted government loan underwriting seminars.

• Monitor performance and pricing levels of existing holdings, relative to expectations and economic trends.

• Support marketing and client service initiatives including client presentations and preparing topical articles.

• Worked closely with the Foreclosure Referral Team and the Problem Loan Team to ensure compliance with investor and RESPA guidelines.

• Updated and maintained direct oversight of departmental budgets, updated business plans quarterly for presentation.

• Comparing the loan closing information on the HUD statement to the information included in the various Accounting, Production and Servicing systems. Implemented financial planning recommendations.

• Assisted senior-level credit officers with complex loan applications.

• Auditing the interest and escrow funds for loan. These funds are compared to the amounts set up in the servicing system.

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