Customer Service Quality Assurance
Resume:
ALAO
(Paralegal Specialist GS**)
Taiwo Oluyemisi Alao
**********@******.***
Arlington, TX. 76017
Citizenship: US
Professional Summary:
A Senior Paralegal Specialist in the SBA Disaster Assistance department and the processing and disbursement center for about 5 years. Worked in Grant Management for about a year, Case management for about 4 years, currently working with C0VID-19 EIDL borrowers to bring their account to current Status. Experienced in quality assurance and compliance, project management, process improvement and document processing. Worked as a Mortgage Manager for 13 years and customer service manager for 8 years.
Objective: To Earn a position as a Document review paralegal
Work Experience
March 8, 2024- May 2nd 2025 Ph: 916-***-****)
Office of Capital Access Manager: Helenka Harris
Customer service center 40hrs/wk
130 Elmwood Avenue,
Buffalo, New York. 14202
Assigned to take COVID-19 EIDL calls with the Megaphone project, helping borrower to enroll in the Hardship Accommodation plan and showing borrowers different ways to bring their account current and answering their questions regarding past due payments and other related issues concerning their loans and take borrowers payments.
Also educate and direct other borrowers with different types of loans to where to go to get help on their files either to their servicing centers or the web address they need to write to get the answers needed.
Identify borrowers’ problems; determines accuracy and relevance of information and situation and use sound judgment to generate and evaluate alternatives either to enroll in Hardship plan or pay past due arrears if borrowers can afford to make payments.
November 26th, 2024 till March 8, 2024
Office of Capital Access
U.S Small Business Administration P: 817-***-****
Office of Capital Access Manager: Urooj Shaikh
14925 Kingsport Road Fort Worth, Texas 76155 P: 817-***-****, 40hrs/wk
Assigned back to Processing and Disbursement Center
Responsible for reviewing borrower documents based on approved loan funds and file conditions and checklist, making sure all requirements have been met.
Responsible for making sure Attorney Opinion has been finalized on secured loans and Progress Inspection has been completed.
Responsible for requesting loan modification for increase or decrease or other conditions that needs revivification or loan change including financial analysis review.
Work with borrowers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations.
Explains available products and services to borrowers and provides quality services.
April 26th 2023–November 26th, 2023
U.S Small Business Administration P: 817-***-****
Office of Capital Access Manager: Tamara Butler
14925 Kingsport Road Fort Worth, Texas 76155 40hrs/wk
Assigned to the Collateral vault Project.
Responsible for Proofing, shipping, review other different processes including Shipping reject files, Admin Return files, review loose files and merging to original files.
This project allows me to help move the files to the servicing department so the loans could be serviced, and payments received from borrowers that have received disbursed loans.
I am very thorough when performing work and conscientious about attention to detail. I helped with auditing already worked files for accuracy.
January 9th, 2023- April 25th, 2023
U.S Small Business Administration P: 817-***-****
Office of Capital Access Manager: Amos Nam
14925 Kingsport Road Fort Worth, Texas 76155 40hrs/w
Responsible for reviewing commitment Requirement and makes sure that post desk verification has been completed and reviewed by an Attorney for closing or sent to loan modification for a re-review.
Reviews files to make sure Condominium/ Town house documents have been received and reviewed, and Final review has been received including by laws, Articles of Incorporation, Declarations, and Covenants. Also reviews Trust documents have for completeness and accuracy, revocability, ability to take loans and members of the Trust. Also reviews Co=op Documents to make sure the Membership certificate or Stock certificate have been received and the Occupancy Agreement.
Responsible for working all files including:
Non-profits, Business EIDL, Stand Alone EIDL Files, Co-op files, and Home Files and getting this file to closing.
April 3rd, 2021- May 27th, 2022
Job Title: Paralegal Specialist Supervisor: Leslie Hartin
U.S Small Business Administration P: 800-***-**** May Contact Disaster Assistance Processing and Disbursement Center 40hrs/wk
14925 Kingsport Road Fort Worth, Texas 76155
Duties: Interacts and responds to Grantee/ Customer needs and Requests, Reviews Grantees Application and required documents needed for approval like 4506t, Requesting and reviewing tax transcripts, receiving voided check, Driver’s license and consents based on file situation. Helped to make sure file is disbursed and helps to identify issues on Grantees documents and requesting correction until program requirement has been met.
Also help ensure that funds have posted to borrowers bank account when all requirements have been met by the borrower.
Confirm the checking account information with the borrower before funds are posted.
Educate Grantee on all the program requirements and needed documents until all documents have been received.
Helped to make sure file is disbursed and helps to identify issues on Grantees documents and requesting correction until program requirement has been met.
Also, use broad knowledge and fact-finding techniques to identify Fraudulent files helping the Organization to minimize losses through active review of grantees documents and related files, suspicious IP addresses, suspicious email addresses and making sure negative impact is minimized to the organization.
Maintained and completed Assigned files and help other team members complete their files and ensure all program guidelines have been met on each file.
Work Experience
02/2020- 03/31/21
Job Title: Research Specialist Supervisor: Latoya Robinson
Penny Mac Loan Services P: 805-***-**** Do Not Contact
14800 Trinity Road, Fort Worth, TX 76155 40hrs/wk
Duties:
Reviewing borrowers’ questions on their loans and resolving their issues with other departments. Issues could range from payment research, lien research, Insurance missing paperwork, forbearance extension request, loss mitigation assistance and other situations.
Worked with other departments like escrow department and updating new tax information from tax assessor website.
11/2017-10/2019
Job Title: Paralegal Specialist S: Satin Jody R
U.S Small Business Administration P: 800-***-**** May Contact
Disaster Assistance Processing and Disbursement Center 40hrs/wk
14925 Kingsport Road Fort Worth, Texas 76155
Duties:
Responsible for reviewing loan documents for borrowers who have gone through different natural disasters and are seeking funding from the federal government to regain their businesses, rebuild their homes or replace their damaged properties.
Provide and guidance to the Accounts Department of the Processing and Disbursement center including closing and disbursing loans and other projects assigned.
Work with Attorneys to get opinion on endorsement, subsequent disbursement, Warranty deeds, errors on documents and finalizing approval for recorded mortgages and hazard insurance certification over $50,000 threshold.
Reviews secured and unsecured disaster loans, home loans, business loans, economic injury disbursement loans. Conducts research on all state and local laws including but not limited to statues.
Reviewed employee’s documents for internal quality review before granting approval for disbursement, making sure the standard operating procedure is followed and make sure final review submission is accurate.
07/2015-09/2016
Job Title: Quality Control Associate
West-Star Mortgage Supervisor: Myca Teskey
6363 N. State Highway 161. Ste 501 P: 972-***-**** May Contact
Irving, Texas75038-2269 40hrs/wk
Duties:
Reviewed all mortgage and real estate file documents and approve or request more documentation based on investor guidelines from the underwriters.
Made sure all disclosures had been updated by the underwriter and processor and all state rules, Fact Act rules, HAMDA, ECOA and privacy policy rules had all been adhered to before loan is moved to closing.
Served as contact when there are issues with closing the loan, resolved Mavent issues, ATR/QM issues to make sure that the issue had been resolved. Used Encompass Software in reviewing reports and loan Database.
Reviewed VA, FHA, Conventional Loans Jumbo Loans. Used Encompass rules to review TRID and Federal State and investor rules required on every loan.
Reviewed Flood Cert on file, The Core logic information that FHA Connection is successful.
Reviewed HOA to make sure that the amount is up to the loan amount. Also reviewed 1003 and checked it for accuracy.
Worked with the underwriters, helping them to approve the loans to go to closing.
Reviewed root cause for issues on loans and helped with consistently improving processes within the
Organization.
Job Title: Mortgage/Remediation Manager
JP Morgan Chase
June 2002-October 2012
S: Arlan hill
3802 Collins Street P: 212-***-****(Company moved to Lewisville)
Arlington, Texas76012 40hrs/wk
Duties:
Led and supervised escalated research team of 18 employees in the Default and Process control departments. Responsible for managing an escalated call center team that supports all departments like in the call center tasked to research several loan issues and executive complaints.
Reviewed all - loans making sure these loans had not short sale
Lead and facilitated system enhancement projects on Modifications using Federal guidelines, including the development of business requirements, functional requirements, timeline, cost/benefit analysis, and management presentations.
Hired, trained and worked with employee’s timecard, action plans, corrective actions and helped to review employee concerns or refer to escalated human resource group.
Responsible for resolving customer escalation.
Worked on Remediation project, a project designed to resolve errors made on borrower’s account that led to their delinquency status.
Education
12/2012 Master’s in Business Administration, GPA 3.3
Texas A & M University, Commerce, Texas. 75428
12/1989, Bachelor of Arts in Education, GPA 4.2
University of Ibadan, Ibadan. Nigeria
09/1981, National Certificate in Education, NCE
University of Joss, Jos. Nigeria.
06/1978, WAEC
Elide Girls High School, Ibadan. Nigeria
Job Related Training
05/2005-10/2008: Portfolio and Account Management, Conflict Management, Business Analysis, Customer Service, Document processor, Closer
Quality Assurance, Compliance Management, Call Center Management, Process Control.
Mortgage Processing, Document collection, Quality Control, Compliance.JP Morgan
Chase In house training: Project Management Training
SBA TRAINING: TRID Expert DCMS1.0, DCMS 2.0, ULP, STARS, LOAN PORTAL
Rapid, Dynamics Microsoft word, Microsoft Power-point, Excel, Microsoft Teams
References:
Stella Walson-469-***-****
Linda Seafood- 817-***-****
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