Sr. Quality Assurance Analyst (Editor)

Sarah Radford

**** ***** **, *. ******** Hills, TX 76180

adl1vx@r.postjobfree.com 214-***-****

EDUCATION

Bachelor's Degree, English, with minor in Creative Writing The University of Texas at Arlington 08/2005 – 12/2009 Summa Cum Laude

SKILLS SUMMARY

Over 10 years’ experience in multiple aspects of mortgage servicing, from customer service, to front-line collections, to default servicing/loss mitigation, to corporate Customer Relations

Over 7 years’ experience editing complaint response letters for grammar, accuracy of information, and regulatory compliance

Effective verbal and written communication skills; communicates information concisely and professionally; tailors style and content to audience

Applies accurate logic and common sense; chooses courses of action that are consistent with policy/procedures; recognizes the implications and risks of actions and decisions; makes timely decisions

Analyzes the most critical information needed to understand problems; examines issues from different points of view; readily recognizes issues requiring attention; looks past symptoms to determine underlying causes of problems and issues; identifies issues related to customer needs

Extreme attention to detail with focus on root cause analysis and remediation NATIONSTAR MORTGAGE / MR. COOPER EXPERIENCE SUMMARY Loan Counselor, Account Resolutions, Fannie Mae Portfolio 12/2010 – 02/2011 Pre/30-Day Loan Counselor, Special Servicing Portfolio 02/2011 – 04/2011 Senior Loan Counselor, Special Servicing Portfolio 04/2011 – 08/2011 Foreclosure Prevention Specialist, Special Servicing 08/2011 – 07/2013 Sr. Quality Assurance Analyst, Customer Relations 07/2013 – present SR. QUALITY ASSURANCE ANALYST – POSITION OVERVIEW

Independently review, edit, and approve response letters to complaints received through escalated sources (State, CFPB, BBB, Freddie Mac, Fannie Mae, CEO) to ensure all research, grammar, and general account i nformation is correct and accurate; ensure compliance with loan servicing and origination-related l aws, s tate and federal regulations; ensure customers’ issues are fully resolved to prevent future complaints.

Complete scorecards monthly in order to verify all compliance parameters were followed, the customers’ issues were fully resolved, as well as research, grammar, and general account information were correct and accurate.

Position requires strong working knowledge of all mortgage and service-related functions (Mr. Cooper, USAA, Champion), including but not limited to servicing guidelines and terminology, investor requirements, government regulations, l oss mitigation programs by loan type and investor (retention and liquidation), foreclosure, bankruptcy, property preservation, escrow, payment posting.

CAREER ACCOMPLISHMENTS

Hand-selected to be part of the high-priority/high-risk First Tennessee/First Horizon Portfolio as Foreclosure Prevention Specialist

Four-time Summit Award winner for deals booked/revenue collected as Foreclosure Prevention Specialist (reinstatements, modifications, short sales, and deeds-in-lieu)

Eight-time “Most Valuable Professional” winner as QA Analyst for Customer Relations

Only QA Analyst allowed to review, edit and approve complaint response letters to State agencies and Attorneys General, as well as CEO complaints – Team Lead

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