Customer Service Delivery
Resume:
Ronah Mutsvunguma
Forney, TX
************@*****.***
Authorized to work in the US for any employer
Work Experience
Commercial Underwriter Team lead
Maxwell Lender Solutions - Denver, CO
January 2021 to Present
Lead a team of underwriters in the review of loan files to determine deficiencies and/or issues whilst maintaining a pipeline. Ensure all underwriters are doing the following
• Concise and accurate conditioning of loan files, including audits of underwriter loans.
• Meet turn time objectives
• Analyze complex tax returns
• Communicate with processor and LO in a positive manner in order to assist in moving files to closing as quickly as possible
• Concise and accurate input of data
• Run AUS and vendor software and analyze the results
• Complete a thoughtful and thorough review of appraisals
• Clear conditions as submitted while meeting turn time objectives
• Maintain acceptable quality control metrics
• Non QM loans- DSCR, Credit, Assets and Cross Collateral.
• Commercial Appraisal review of multifamily, mixed use, condotels, hotels and retail spaces.
• Perform Due Diligence on post closed loans and remediation of findings.
• Input on product building and guidelines building.
• Input in customization of Operating systems for maximum productivity.
• Pioneered multi client functionality. I am the first employee to work for multiple clients simultaneously and efficiently proved the theory.
• Analyze business income using Tax returns(1120,1120S,1065), P&L, Bank Statements and business balance sheets.
Underwriter I
Source point Mortgage - Remote
September 2020 to January 2021
• Authorizing and underwriting loans.
• Reviewing and verifying loan applications and supporting documentation.
• Analyzing loan risk and requesting additional information as necessary.
• Preparing reports on assessment findings.
• Making loan eligibility decisions and approving or rejecting applications.
• Reviewing and specifying loan conditions as necessary.
• Ensuring compliance with regulatory standards.
• Ensuring compliance with company policies and guidelines.
• Documenting and effectively communicating reasons for the approval/rejection of loans.
• Returning applications with additional documentation to the loan officer for review. Underwriter I
Preferred Mortgages - Dallas, TX
August 2017 to April 2020
Comprehensive knowledge of conventional and Fannie Mae & Freddie Mac Guidelines.
• Review financial statements, credit reports, and applicable ratios (i.e. Debt ratios, loan-to-value).
• Responsible for ensuring that all loan documentation is complete, accurate, verified and complies with company policy.
• Work closely with Loan Officers, Managers and staff to promote open and effective communication and to ensure quality service delivery to customers.
• Manage the loan pipeline report to ensure loans are processed on time and meet guidelines.
• Assisting clients in choosing the mortgage type and mortgage terms appropriate to the financial information gathered.
• Develop and maintain workflows for all stages of document preparation, closing, file documentation, and collateral management.
• Monitor loan turnaround time.
• Design and implement operating procedures and benchmarks that promote efficient processing of loan requests.
• Organize and direct document preparation, loan file content, and loan approval reviews prior to loan closing; make corrections as necessary.
• Verify that all loans are processed in compliance with established federal and state regulations, company policies, and secondary market processing guidelines. Financial Services Representative III
SunTrust Bank now Truist - Rockville, MD
August 2005 to January 2010
Welcome customers warmly when they enter the bank; calling them by name (if known).
• Help customers over the phone; answering on the first ring if available.
• Serve customers in opening new accounts, updating current accounts, and closing accounts including, but not limited to, checking, savings, CDs, safe deposit boxes, IRAs and HSAs.
• Assist customers with routine account-related requests such as: Funds transfers and availability
Automatic funds transfers (AFTs)
Stop payments
Bank deposit products and service charges ATM & Debit Card usage and limits Checking and savings account transactions Bank interest rates ACH & Debit Card Disputes
Complete verification requests by third parties
VISA Gift Cards
Internet banking including bill pay and mobile banking Wire transfers
Check orders
• Cross-sell bank products and services based on customer needs, in accordance with the bank’s program standards.
• Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary.
• Evaluate customer requests for service charge refunds and process necessary paperwork to refund customer service charges as necessary.
• Ensure and maintain excellence in front-line coverage to greet and assist walk-in customers and cover the phones. Primarily responsible for lobby presentation including general neatness, kid’s corner, and availability of refreshments and snacks.
• May input, maintain, and/or delete ATM and Debit Cards within system.
• Facilitate IRA creation, rollovers, transfers, distributions, and account closing.
• Assist customers in redeeming their savings bonds.
• Open, set timers, and close the safe deposit vault utilizing dual control.
• Contact customers to obtain necessary signatures and documentation on accounts due to an exception or missing information.
• Actively participate in training programs to maintain and acquire additional job knowledge and skills.
• Maintain the highest level of confidentiality with all information obtained.
• Represent the Bank in a manner that maintains and expands positive relations with all customers, potential customers, and co-workers.
Our people make the difference, and we put relationships first.
• Perform as a team member in allocating and coordinating the work flow.
• Contribute to the fulfillment of department and company objectives and goals.
• Comply with all department and company policies, procedures and regulations.
• Other duties as assigned.
Knowledge, Skills & Abilities
• Excellent customer service skills, attentiveness, information retention, tact, and diplomacy in dealing with both customers and employees.
• perceptive person who is capable of relating to individuals at all levels. As unique situations present themselves, I am sensitive to Bank needs, customer and employee goodwill, and the public image.
• Able to make sound decisions. This may include making on-the-spot decisions regarding customer transactions; weighing customer satisfaction issues with the Bank’s exposure to loss or fraud, and the ability to think through and rationalize decisions.
• Flexible and able to multi-task.
• Strong communication skills including excellent phone etiquette.
• Able to work in a fast-paced environment & under pressure as needed.
• I have Mathematical aptitude and problem solving skills.
• I am Detail oriented and have strong organizational skills, and high degree of accuracy.
• I am Competent with computers, telephones, 10-key calculator, and other office machinery.
• I am familiar with retail banking regulations and responsibilities relating to each.
• Familiar with a variety of account ownerships, both personal and business, to effectively assist customers’ needs in opening accounts and standard office equipment. Education
Bachelor's
Skills
• Knowledgeable Underwriter and over 5 years in the mortgage Industry. Proficient in automated underwriting systems such as Desktop Underwrite and Loan Prospector. Strong expertise and extensive knowledge of Freddie Mac & Fannie Mae's underwriting guidelines.
• Encompass
• Analyzing Tax Returns
• Running LP/DU
• Complete IRRRL Worksheet
• Analyzed information gathered from received documents through AUS (LP and DU)
• Ordered and reviewed credit reports/supplements, homeowner insurance, appraisals, title work, mortgage insurance (If applicable) and flood certs
• Calculated and reviewed income documentation (Paystubs, Tax Returns (Schedule, Wage earner, K-1's) and WVOE's
• Successfully underwrote multiple property and loan types (Condo, Site Condo, 2-4 family, multifamily)
• cash-out, no cash out)
• Effectively reviewed loans for completeness, accuracy and adherence to guidelines and provided decision within SLA
• Evaluated debt ratio, loan-to-value ratios, credit risk, property valuation and various other factors
• Determined loan conditions contingent on information received in the loan application and communicated requirements and/or decisions to interested parties
• (Conventional
• Fixed
• Computer Networking
• Fair Housing Regulations
• Credit Analysis
• Financial Analysis
• Banking
• Android
• Underwriting
Assessments
Customer Service — Proficient
December 2018
Measures a candidate's skill in evaluating approaches to customer service & satisfaction. Full results: Proficient
Attention to detail — Highly Proficient
December 2020
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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