Project Management Manager
Resume:
Lavon Thurmond
*****.********@*****.***
Jacksonville FL
Professional Summary:
Business/Quality Analyst, underwriting professional with over 20 years plus progressive experience in the financial/ mortgage industry. Experienced interfacing with different data sources agile, waterfall, identifying, and correcting invalid errors to ensure accurate reporting. Auditing, compliance, Ophthalmology office management. Possess an even demeanor providing excellent communication with peers, customers, vendors, executives, and an ability to thrive in a fast- paced environment. Experienced Commercial/Conventional underwriter, Service Level Agreements (SLA) Mortgage Servicing Platform (MSP), Black Knight, Human Resource, project management, trainer/proficiency coach. Proficient in Microsoft Office Suites (excel, PowerPoint presentations) Director, CFPB, TRID, FNMA, LMA, Loan Prospector, Passport, Desktop Underwriter, LOS, ALS, DM Portal, Empower, Encompass, AUS engines, modification specialist, Interact, Synergy, SEWS, Capture along with SDLC other systems of record and platforms.
Professional Experience
Operations Analyst/ UAT Tester
Bank of America-Jacksonville FL May 2022- Present
●Digital accounting open applications, cancellations, approve, decline, dispositions, send email notifications, fraud processing, ID theft, process verification exceptions, review and decision application, follow-up pending applications, verify applicant’s identity using CBR, RMS, Precise ID, and Interact systems of record and other duties.
●The National Service & Solutions (NS&S) organization deliver high quality care for clients experiencing difficult life events and for complex situations involving high risks, multiple products and unique client needs; engage with external clients and Financial Centers all over the country. Interact with clients, estate beneficiaries and executors to deliver seamless client care during estate settlement processes. These clients have experienced the death of a loved one and are actively settling their accounts according to provisions in wills and applicable state laws.
●Create test cases in Microsoft Test Manager and Rational Quality Manager based on BRD workflows, use cases and blueprints. Perform testing one to one regression, update Lifecycle performance of loans
●Performed, write user acceptance testing on new MSP scripts, script enhancements and changes,smoke tests, (one on one regression).
●Deliver a positive client experience based on enterprise Client Care pillars, a full understanding of the client’s perspective and needs inquisitive conversation showing empathy and building rapport and trust
●Experience with BKS Director platform, applications and loan servicing functional and operational areas, Bankruptcy, Foreclosure, Loss Mitigation, Credit Bureau, Default Reporting, Task Tracking, Payoff Workstation, Assumption Workstation, PIF Tracking, Online Letter Writing, Centrepoint, Tableau, and more
●Understanding of the Bank’s options for meeting the client’s needs by researching the client’s full bank relationship and product/procedure reference material using multiple systems
●Provides a recommended course of action that is compliant with all guidelines and in the client’s best interest while maintaining adherence to service level agreements and all laws, rules and regulations.
Credit Reporting /UAT Tester
Bank of America-Fort Worth TX October 2021-May 2022
●Work individually with frontline associates to build professional proficiency beyond standard skills acquired in training. Prepare and organize activities and demonstrations to ensure all planned topics are covered according to the on-boarding timeline.
●Experience with BKS Director platform, applications and loan servicing functional and operational areas, Bankruptcy, Foreclosure, Loss Mitigation, SDLC performance system, Credit Bureaus, Default Reporting, Task Tracking, Payoff Workstation, Assumption Workstation, PIF Tracking, Online Letter Writing, Centrepoint, Tableau, and more
●Collaborates with the management team to design successful action plans that improve overall performance, assign, and manage workflow during on boarding in coordination with site leadership. Attend management meetings, conduct testing, PowerPoint presentation to large groups, and management when needed, conduct research for special assignments, remediate disputes, plan workflow for associates, UAT tester, write, and update procedures for other lines of business as needed.
●Conduct file and call reviews. responsible for improvements in associate confidence and speed to proficiency, focus on up-skilling associates’ role, including coaching, training, and assessing, check Centrepoint for Non-Production stats, coach associates to the next level of proficiency by conducting learning activities, observing, and assessing performance, action planning and follow-up.
●Support/up-skill associates process (when should activities occur and how), and soft- skills/customer treatment. Share best practices and demonstrate process and policy changes, conduct side-by-side assessments of quantity and quality of performance, develop quick tips for front-line associates, present skills to various levels of leaders, business partners, etc.
●Engage in weekly targeted one on one coaching with associates to observe and coach associates, gauge the quality of performance. Ensure transparency to progress by providing an assessment reporting associate skill proficiency level to Team Managers and the line of business as needed to drive focus. Collaborate with leadership team to identify BAU proficiency gaps impacting results across the business and determine root cause, write, update, review, and upload immaterial and material procedures.
●Proficient in Microsoft Office (Outlook, Work, Excel, and PowerPoint, e-OSCAR, Credit Reporting Agencies ) possess excellent written and verbal communication skills, strong communication skills with Leadership team as well as the ability to communicate across multiple audiences.
Operations Analyst
Bank of America - Fort Worth, TX April 2018 to October 2021
●Operations analyst responsible for analyzing Component Based Releases sent by Credit Reporting Agencies. Responsible for communications regarding any releasing issues with the customer, and CFPB. Setup online processes, correcting, updating, meet with compliance, other lines of business verify rules within compliance, obtain new block approvals. Verify data reporting, disputes, quality control, client correction major credit reporting agencies, review defects through Content Navigator, block/suppression/exclusions reasons and other blocks on Systems of Records. Review bankruptcy, modification accounts, view r Portal, quality assurance, setup metrics as control measures/update credit reports, send letters to customers concerning disputes.
●Update SDLC DALS, RMS, Annual Reviews, and Fraudulent reports monthly, verify/authorize access to different systems, review quality control and validations, retrieve, forward, extracted reports to other department/lines of business for updated or corrections of loans in error
●Meet with other partners such as compliance, Hcredit cards (Chex systems), mortgage, and business accounts, verify following Metro 2 rules and regulations. Place suppressions blocks at account and customer levels, and Small Business Project. Place emergency blocks on accounts such as Ad hoc, FEMA, Government Shutdowns, or other disaster, set transaction codes to stop negative reporting as a temporary or permanent block, upload various documents to SharePoint file
●Perform annual reviews, write procedures, updates, implement training- webinars/skype meetings, and conference calls as needed. Attend weekly trainings for any projects assigned Subject Matter Expert for Mortgage Service Platform, associated mortgage loans of all types (e.g., promissory note, deed of trust, assignment of deed of trust, flood insurance, mortgage insurance etc.).
●Knowledge and experience: Rules and requirements related to RESPA/Regulation X, TILA/Regulation Z, Dodd-Frank Act/UDAAP, EFTA/Regulation E, SIGN, ECOA/Regulation B, SCRA, RF PA, GLBA/Regulation P, FDCPA, FCRA/Regulation V and TCPA
●Experience with BKS Director platform, applications and loan servicing functional and operational areas, Bankruptcy, Foreclosure, Loss Mitigation, Credit Bureau, Default Reporting, Task Tracking, Payoff Workstation, Assumption Workstation, PIF Tracking, Online Letter Writing, Centrepoint, Tableau, and more
Florida Hit Advisor
Family Foundations March 2016 to March 2018
●Underwrite loans, review, and verify eligibility of programs, analyze, process, and submit (Florida Hardest Hit) FHH mortgage applications UMAP, Principal Reduction, according to compliance/rules of Hardest Hit Fund, loan processing’s and other programs, collect, analyze, verify correct documentation, financials, deed, tax returns, HOA, mortgage bank statements, 4506T etc.
●Attend trainings via webinars, in person, taught Home Buyer Program, provided understanding of CFPB, credit reporting, advise client throughout process, phone consultation, in person appointments regarding HHF, and quality control.
●Document files, Counselor Direct and DMS Systems of communication (i.e., email, phone, F2F) execute denial & eligibility letters, closings, notary appointments, report monthly to CFO such as agency fees, payments provided for individual programs
●Upload files review, approval for HHF assistance-reason for denial to all systems, prepare documents, schedule, coordinate closing w/notary signing documents and verify correct documents before submission
●Contact homeowner- document, loan processing, information-refer other resources HARP, HAFA, HAMP, CFPB, collect documentation for MLRP (Reinstatement) according to guidelines, review case files for errors, DTI, AMI, Computation, LTV eligibility, review Quarterly Touch eligibility every quarter client's eligibility, programs upload to required systems, prepare legal documents, order appraisals,
●Educate homeowner eligibility for programs and process online applications, scan and submit closing documents, declines, eligibility with backup documents, submit files with correct naming conventions, Fed X signed documentation to FL Housing Financial Corp
Project Lead IT Quality Analyst
Black Knight Financial Services May 2015 to March 2016
●Attend requirements/design reviews and provide feedback on new/enhanced Software Business Requirements (BRD) and High-Level Designs, create and frame test scenarios/cases that emulate real-world business activities and operations in a controlled test environment, data mapping based on framed scenarios, write, and manually execute detailed functional and regression test cases using documented functional and technical requirement and quality control, UAT testing, conduct manual testing, defect identification, test execution reporting, and retesting of assigned enhancements and defect fixes
●Develop and execute formal test plans to ensure the quality delivery of software application, develop and create reusable test data, and employing test strategies to minimize test collisions and maximum test efficiency
●Conduct all types of testing (smoke, functional, disaster recovery, system/regression) to validate system performs as expected, peer review, approval of scripts, experience with MSP, Director, Passport, ALS, LOS and Loan Boarding applications forms, experienced mortgage data, usage of IBM/Rational Quality Manager and/or Functional Tester, mortgage and/or mortgage default industry experience
●Trained India Offshore team with data promotion, knowledge transfer, reviewing script, approvals, other duties assigned
Business Analyst HAMP (Remote Contract)
PNC Mortgage July 2012 to April 2015
●Support Investor Default reporting within PNC in a team-oriented atmosphere SQL/EDR, process mapping, Data Mapping, staying abreast of Regulatory Rules, summarizing, updating/inserting, construct pivot tables and charts, filtering and exporting data and similar functions
●Interfacing data mapping different data sources (SQL, DB2, Access, etc.) working with automated work system Waterfall methodology, Agile, Oracle, front end user screens to research modification details using a mortgage servicing platform, and loan processing
●Cross-functional team support default reporting to FNMA (HSSN) LMA and various private investors using DU application for lending purpose and verification client in flood zone, accurately analyze the status of delinquent loans to both communicate and resolve issues with investors and internal audits
●Responsibilities include examination of several different types of lending (conventional, government-backed, etc.) respond to company, individual, and investor audits, assist with fraud detection and prevention; audit residential loan underwriting and/or process calculate debt to income ratios/front and backend, and LTV
●Render decision and subsequent conditions to ensure credit guidelines are met, proper insurances, functions as escalation point for decisions requiring higher authority or unique problem solving to make the loan work, stay updated with REGS Rules, review Underwriter decision conventional and portfolio loans assist in FHA/VA, LMA loans, until delegation is provided
●Microsoft Office Suite, IBM Rational Quality Management, FNMA, and FHLMC guidelines, loan processing, underwrote government/conventional files, clear conditions
●using automated work system, respond to customer inquiries relative to decline reasons according to federal regulatory guidelines
●Review credit packages that fall outside of the automated underwriting parameters, review loan applications submitted by borrowers and makes credit decisions based on lender criteria, work with underwriters and account executives, perform any additional assignments given by management
●Assist loan officers, and credit analyst with close out loans. Following up with clients, payoffs, order insurance for title work, ordering appraisals and credit reports, subordinations, verified or update homeowner's insurance, closing protection letters, sending off full packets for signature on files, documentation on files, documents for closing, retrieve FHA number on CHUMS
Education
• Western Governors University-Management-Human Resources, B.A. S
• Grand Rapids Educational Center- Health Insurance Specialist, Grand Rapids, MI
• Rock Valley Business College-Entrepreneur & Small Business, Rockford IL.
• Life Insurance Licensed-ASI
• Penn Foster University-Medical Billing & Coding Certifications
• FHA DE Underwriting Certification
• LEAD for Women • MINT Cohort Leader
• Toastmasters • LGBT Ally
• AAPC Member, AHIAM Member
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