Rosemary Kiuna

Cell Phone: 214-***-**** Email: adt8ky@r.postjobfree.com

Mortgage Operations/Quality Assurance Professional

Overview

Accomplished Mortgage Processing/Servicing/ Customer Service professional with solid experience in Quality Assurance, Origination Servicing, Default servicing and Risk Mitigations. Trained and developed innovative approaches to mortgage origination and servicing.

Professional Summary

Mortgage Origination Processing

Mortgage Default Servicing

Quality Analyst and Assurance

KPIs Reporting

Customer Service

Risk Management

Attorney Quality Review Performance

Results and success driven

Strong analytical and organizational skills

Ability to effectively foster strong collaboration with team members and business partners

Excellent multitasking and prioritization abilities with minimal or no supervision

Mentoring of junior processors and servicers

Professional Background

Vineyard Logistics January 2021 to present

Dispatcher

Receiving emergency and non-emergency call and route them as appropriate.

Monitoring driver logs, keeping records, addressing problems with loads.

Dispatching appropriate team members to appropriate routes.

Respond to queries related to products and deliveries

Supervise the route and status of field units to prioritize their daily schedule.

JP Morgan Chase March 2013 to December 2020

Quality Specialist II- Mortgage Operations

Managed foreclosure timelines and workflow processes on loans in foreclosure in accordance with established work rules, goals & objectives to improve timeline and attorney performance.

Knowledge of internal processes that impact timely referral to foreclosure as well as timely management of the pending foreclosure action, including but not limited to Default/servicing performance with the goal of assisting in minimizing losses.

Liaised with foreclosure attorneys on loans in foreclosure as business needs require following up on a foreclosure process.

Responsible for ensuring foreclosure activities are performed in accordance with investor, insurer and/or state and federal guidelines while adhering to established Key Performance Indicators.

Verified data, identified issues, researched solutions, and performed a variety of procedural tasks for moderately complex to complex functions around newly funded loans

Assessed business processes and perform analysis to determine if process aligns with company’s business strategy, in accordance with internal policy and procedures as well investor guidelines.

Escalate any noted red flags and/or potential risk to management.

Demonstrate flexibility in responding to changes in assignment and job responsibility in a dynamic environment.

Confirm sale dates, perform pre-sale reviews, and escalate processing delays and report issues to Management.

JPMorgan Chase November 2011 to March 2013

Junior underwriter

Collaborated with underwriters to complete all underwriting support tasks in a timely fashion. Performed QC on all aspect of the underwriting of the file to validate compliance with company, state, and federal guidelines.

Reviewed customer issue resolution backlog and performed root-cause analysis recommended and implemented business process improvements

Researched and responded to internal inquiries from CA Specialist regarding issues such as missing documents, ordering certain third-party services and reviewing “specialty flags” in DWS (the modification portal aka “PEGA”) to determine if the account should be serviced within this work group.

Monitored modification file documents, initiates missing information letters, escrow analysis, orders BPOs, fees and costs and other services as needed.

Identified and work through alternatives with higher level Underwriter or Supervisor for loans that fall outside of guidelines.

Facilitated the gathering of underwriting documents both pre- and post-underwriting decision for FHA, VA, GSE loans.

Capital One Auto Finance November 2009 to November 2011

Customer Service Representative

Managed a high-volume workload within a deadline-driven environment and consistently met performance benchmarks in all areas including speed, accuracy, and volume

Improved office efficiency and customer service by overhauling previously haphazard filing system

Helped company attain the highest customer service ratings as determined by external auditors earning 100% marks in all categories including communication skills, listening skills, problem resolution, and politeness.

Prepared product or service reports by collecting and analyzing customer information.

Resolved product or service problems in an effective and timely manner by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure one -call resolution.

Commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus, and dependability in performance evaluations.

Communicated in a positive and co-operative tone with both customers and co-workers.

Documented all calls with regards to customer inquiries accurately using Call Tracking System.

Education Background

Catholic University of E.A- Bachelor of Arts Communication_ October 2009

Computer Skills and Professional Training

Windows Operating System, Microsoft Office Automation tools and Outlook

Mortgage Servicing Package (MSP)

Default Workflow (DWS), InfoSource

LPS and lender live systems

VLS, (Foreclosure Tracking System) FORTRACS,

CCW, (Mortgage banking Worksheet) MBWS

UI Tool, Home Equity Vendorscape, CMS

APEX and SharePoint

LexisNexis

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