ROBIN D. ANDERSON

**** ******* ******* ***, ***********, GA. 30504

adxb0d@r.postjobfree.com 323-***-****

OBJECTIVE

To obtain a career with a company that has excellent core values, work/ life balance, opportunity for growth, and job security that will allow me the ability to challenge myself and exceed company goals and expectations.

EXPERIENCE

10/2020 – 05/2023

Senior Quality Control Auditor II, Bank of England, Little Rock, AR.

My role monitors and ensures procedures for mortgage loans are being met according to Federal, State, local and Investor guidelines. My position determines non-compliant operations and documents details to establish standards for loan quality and ensured processes that were designed to achieve those standards, and mitigated risks associated with the origination process. I performed Quality Control Audits for pre-funding, post-closing and discretionary audits. I have thorough knowledge in FHA, VA, USDA, and Conventional loans as well as FNMA & FHLMC and Investor guidelines. I investigate every document to guarantee compliance guidelines are met and pay close attention to every detail, while multi-tasking. I provide management with reports and recommend improvements. I work affectively with a team or individually.

12/2016 – 03/2020

Senior Loan Processor, Premier lending Group, Irvine, CA.

Served as the primary point of Contact in a fast-paced call center environment. Collected all required documentation for the loan package. Reviewed initial loan approvals and worked with borrowers to gather appropriate documentation. Ordered and reviewed appraisals, title reports, and loan payoffs, and thoroughly reviewed all documents before submission to underwriting. Reviewed files for errors and inconsistencies. Organized, analyzed, updated and validated the loan files in the LOS for preparation, and sent loan files to Underwriting department for loan decisions. Created a loan submission package for the Underwriting department and satisfied all conditions when received from Underwriter. Ensured approvals were within the established lending guidelines.

03/2014 – 11/2016,

Senior Quality Assurance/ QC Auditor, Carrington Mortgage LLC. Aliso Viejo, CA.

My role as Quality Assurance Specialist monitored inbound and outbound calls for all internal and external clients to ensure compliance and FDCPA guidelines were met consistently, and excellent customer service was provided to all customers. I performed one on one coaching sessions with associates to provide feedback and ensure 100% quality scores were obtained. I provided monthly performance reviews to senior management. I attended monthly calibration sessions with managers and directors to discuss performance goals and make recommendations as needed. I ensured confidential information was safeguarded to avoid risk to the borrower as well as financial risk to the company. In my role as Quality Control Auditor, I conducted quality control audits of the Foreclosure processes and procedures. I reviewed all documents from origination to foreclosure to ensure compliance with all federal, state, local and investor guidelines. I performed root cause analysis and reviewed key performance indicators to provide corrective action plans. I administered directives to the appropriate business unit Director as required.

09/2011 – 01/2014

Senior Quality Control Auditor, Promontory financial Group, Irvine, CA.

My role as Quality Control Auditor was to conduct independent foreclosure review audits for one of the largest and respected banks under the guidelines of the Office of the Comptroller of the Currency to remediate any error or harm caused to the borrower during the foreclosure process. I reviewed borrower complaints and analyzed all loan documents and completed income computations to ensure accuracy and completeness. I provided remediation recommendations as needed for borrower who experienced foreclosure unlawfully. I worked in a fast-paced environment with over 600 hundred employees and was ranked #1 in my department for exceeding company goals by over 40%.

09/2010 – 09/2011

Housing Counselor II, Keep Your Home California. Riverside, CA.

My role as a Housing Counselor was to assist borrowers in jeopardy of foreclosure, by providing financial counseling and educating them on program requirements. I conducted community outreach seminars with borrower and had face to face interviews with homeowners in need of financial assistance. I provided financial packets via mail, fax and email. I analyzed all financial documents, credit reports, paystubs and bank statements to determine eligibility. I submitted all required documents to underwriters for review and acted as liaison between the borrower and lender. I provided denial and approval letters to borrowers as directed by management.

03/2002– 08/2006

Quality Assurance Specialist II, option one mortgage, Irvine, CA.

My role as a Quality Assurance Specialist was to monitor all inbound and outbound calls in a fast-paced call center environment to ensure associates provided excellent customer service while maintaining compliance and adhering to FDCPA guidelines. I conducted coaching sessions with associates to ensure the highest levels of quality were achieved. I scored calls to track the associates’ progress as well as ascertain areas for improvement. I performed mystery calls to identify opportunities for training and development. I facilitated training for various business units as well as communicated recommendations for departmental process improvements. I attended monthly calibration sessions with Team Leads, Managers and Directors to target weaknesses and set goals. I researched and prioritized issues and discussed concerns with management to obtain an appropriate resolution. I monitored escalated calls for the office of the president to ensure compliance and guarantee complaints were resolved accurately and professionally.

EDUCATION

Gardena High School (GPA 3.5) Diploma

SKILLS

I AM PROFICIENT IN THE FOLLOWING SOFTWARE SYSTEMS: ENCOMPASS, AUS, ACES, CMS, FISERV, MICROSOFT OFFICE SUITE, EXCEL, FIDELITY, DIRECTOR, ALLTEL, EQUATOR, TENA/SECOND LOOK, VALERI, WALTZ, EQUATOR, SECOND LOOK, FHA CONNECTION,WITNESS, VERINT, SCORECARD DEVELOPMENT TRACKING, REPORTING WEB DIRECT, SWBC, NICE, TRID, ALLREGS, DESKTOP UNDERWRITER, LOAN PROSPECTOR, LENDINGQB, OUTLOOK, SALESFORCE/CRM, RADAR, JIRA, OUTLOOK, PEOPLESOFT. EXPERIENCED IN FHA, VA, CONVENTIONAL, USDA, GNMA, FNMA AND FHLMC, INVESTOR GUIDELINES, AND FDCPA.

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