Risk Management Customer Service

Karen Kane

Monrovia, Maryland ***** 240-***-**** ************@*****.***

https://www.linkedin.com/in/karen-kane-1840b561/

SPECIALIZED REALESTATE LENDING PARTNER

• Professional Leader with a demonstrated record of success in managing and communicating effectively within a dynamic business environment, reputation of goal- oriented visionary and effective communicator.

• Experienced in compliance, operational risk management including audit, legal, credit risk, market risk, and the management of process and business accountability.

• Excellent communicator; leveraging technical, business and financial acumen to communicate effectively with client executives and their respective teams.

• Recognized for professional and commitment to excellence with demonstrated skills in communication and interacting effectively with senior management, associates and customers.

• Effective in taking practical and creative approaches to solving problems, reorganizing, streamlining and strengthening operations including maximizing performance and profitability.

CORE EXPERIENCE

FNMA FHLMC GNMA VA Black Knight, Empower, MSP Regulatory Knowledge Federal Lending

Appraisal and Title Management Customer Service Credit Report Analysis Problem Solver

Loan Documentation Analysis Cross Functional Supervision Complete Loan Life Cycle Organization

Prioritization Training & Development RESPA and ECOA Team Building

Mentoring Loss Mitigation Anti-Money Laundering Client Relations

Vendor Managements Third Party Vendor Loan Strategic Planning Credit Risk

Real Estate Settlement Process Respa Guidelines Lending Regulation Expert Fair Lending

Review & analyze Risk Mitigation Appraisal Review Monitoring Compliance Loan Servicing

Insurance underwriting Risk management Hazzard Review Flood Review

PROFESSIONAL EXPERIENCE

Small Business Administration – Herndon, VA 2/2022 – 5/2025

Loan Specialist – Covid Eidl

Project Execution on Fraudulent Loan Applications for Small Business Commercial lending division

Compliance review of loan documents and insurance policies for commercial and condominium projects

Prepares and submits evaluation findings and makes recommendations to management on litigation, bankruptcy or modification options

Prepares loan files for evaluation and risk assessment prior to ligation

Correspondence with servicers, insurance agent’s compliance, legal departments and clients.

Responsible for reviewing change of ownership and release of collateral for over 1300 files with the hardship accommodation project.

Processing insurance policies to ensure proper coverage to reduce financial risk

Maintained project parameters and exceeded file quality expectations

Citibank Mortgage – Gaithersburg, MD 5/2019 – 1/2022

Dedicated Lending Partner

Project Execution and Budgetary Management

Contractor Management

Timetable Maintenance

Directly assisting in taking and completing borrower applications along with gathering needed loan documents.

Discussing mortgage options and terms with potential applicants.

Coordinating and attending open houses and other borrower and realtor events.

Following up on borrower requirements from processing and underwriting.

Pipeline management and key date coordination beginning with loan consent, lock, lock expiration, anticipated closing date and post-closing follow up.

Reviewing loans which require additional condo documentation, working with homeowners’ association and realtors to ensure all documentation is received and reviewed.

Wells Fargo Home Mortgage – Frederick, MD 10/2016 – 4/2019

Customer Service and Recovery Group Executive Resolution Lead

Project Development and Execution

Client Interaction and Maintenance

Inter-Team Leadership

Responsible for the research and resolution of escalated complaints including calls and written correspondence, setting cases up accurately to be routed to the appropriate department for resolution and response.

Complaints and Inquires come from a variety of sources including customers, Wells Fargo management, authorized third parties, regulatory agencies, title companies, other lines of business, and senior business leaders in reference to loan originations issues.

Responsible for researching the customer’s concerns, account files or applications to identify any potential opportunities, compliance, or regulatory issues that could cause a legal, financial, or reputational risk to Wells Fargo

Knowledge of working with Compass, Black Knight Financial Service System, Icmp, Reckon and RMS, Hogan systems.

Working closely with the Team Manager to position myself to transition to the Team Lead Position when that need arises, and our Team grows.

Member of the Creativity Committee, helping to align and ensure our Team grows and feels part of the larger parent group in Iowa with monthly Team Building activities.

Hopewell/ Stinchcomb – Frederick, MD 1/2014 -10/ 2016

District Manager

On time execution

Document Updates

Process Improvements

Responsible for managing 10 Home Depot locations as a third-party vendor for trees and shrubs. o Manage merchandiser employees at each of my locations, training them on setting, staging and pricing Hopewell’s product to be displayed for customer sales.

Work closely with Home Depot store managers and associates to build customer relations and gain productive sales to meet sales quotes.

Maintain daily workflow spreadsheets and delivery schedule data sheets as well as employee time sheets and work-related expense reporting.

Create seasonal holiday displays to promote sales.

Westminster MD location won regional award while managing the store.

Citibank Mortgage - Gaithersburg MD 10/2008 – 1/2014

Loss Mitigation Operation Analyst Team Lead

Project Development and Execution

Design and Implementation

Maintained daily workflow and Managed 20 Loss Mitigation Specialist from Underwriting to Quality Control to Closing and Booking

Processed daily spreadsheets to ensure team was meeting and exceeding Citi Mortgages and the Investors standard of work ethics and customer service.

Responsible for all files that come in from Naca Executive Response Unit and Fannie Mae Investor. o Maintain an organized workflow from the beginning of the file to the end when a loan moratorium or modifications, helping my team successful manage a large pipeline of files.

Work closely with our outside vendors to maintain an open communication on their files while maintaining a pipeline of credit risk problems, resolving any issues throughout the Loss Mitigation process professionally and accurately.

Manage daily reports to ensure that the borrowers return the loan documents in a timely manner. o Worked closely with our investors, Freddie Mac and Fannie Mae and CitiMortgage Risk files to ensure accurate file flow process for the Home Affordable Loan Modification plan.

Managed Closing and Booking team while Unit Manager was out on extended leave. o Strong knowledge of bank operations and regulations, to include Anti Money Laundering guidelines to mitigate credit risk.

EDUCATION CERTIFICATION TRAINING

Anne Arundel Community College Arnold, MD - Classes in Marketing

Leadership and Management Development Courses

Broadneck High School Arnold, MD - High School Diploma

Mortgage Educators and Compliance Group - Mortgage Broker’s License

Underwriting Authority Level 3 - Wells Fargo

Mortgage Educators and Compliance Group - Citibank

Science Advisory Board Group – Broadneck High School

PMI Chapter - Washington DC

Workday

Salesforce

Recent Performance, Extraordinary and exceed expectation rating award.

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