Customer Service Quality Assurance

Teresa Morgan

*** **** ******** ****** *********, TX 75134

***********@*********.*** 469-***-****

Professional Summary

Highly skilled Customer Service and Mortgage Professional with over 15 years of experience in loan operations, document processing, and customer relationship management. Proven expertise in coordinating multiple projects, resolving escalated issues, and ensuring accuracy and compliance in all loan-related processes. Adept at building trust with customers and internal teams, leading to increased eƯiciency and client satisfaction.

Key Skills

Loan Document Preparation (FHA, VA, Conventional)

Default Servicing & Loan Modifications

Title Review & Exception Resolution

Quality Assurance (QA) and Auditing

Microsoft OƯice Suite (Word, Excel, PowerPoint, Outlook)

Software: Calyx/Point, Data Track, Ram Request, MLS, FHA Connection

Reporting & Process Improvement

Customer Service and Team Training

Professional Experience

J.P. Morgan Chase October 2010 – Present

Mortgage Operations Specialist Title Exception Specialist CA Ops Specialist II

Loan Documentation: Prepared loan documents for FHA, VA, Conventional, refinances, purchases, and HELOC loans across multiple states.

Funding & Compliance: Verified accuracy of executed loan documents, issued funding numbers, and coordinated HUD settlement revisions.

Default Loan Modifications: Underwrote loan modifications for FHA, VA, FNMA, and private investors, ensuring compliance and providing customer support to prevent foreclosures.

Title Review: Assessed complex titles for vesting issues, liens, and requested necessary documents to resolve title exceptions.

Quality Control & Reporting: Conducted quality reviews (P99 Analyst, MIL QC) for accuracy of mortgage files, ensuring adherence to underwriting requirements.

Process Management:

o Monitored pipeline reports and supervised daily escalations to ensure team eƯiciency.

o Ran training programs for agents and collaborated with AVPs to improve operational processes.

o Acted as SME (Subject Matter Expert) for loan modifications and quality control.

Completeness Team Agent: Verified loan files for accuracy, ordered required documents, and ensured files met all prerequisites before underwriting. AHMSI Servicing January 2009 – October 2010

Default Servicing Specialist

Computed and prepared investor remittances in accordance with service agreements.

Tracked and reconciled financial transactions, including refunds, advances, and transfers.

Responded to investor inquiries and ensured accurate sale proceeds documentation.

REO Closer April 2009 – December 2009

Reviewed loan files, verified payoƯs, taxes, and title fees, and ensured the accuracy of loan packages.

Bear Stearns Residential Mortgage July 2004 – July 2008 Closer/Funder (Conventional, FHA, VA)

Reviewed loan files, verified critical documents (payoƯs, taxes, title fees, and insurance), and ensured accuracy in loan packages.

Approved HUD settlement statements and coordinated funding processes with title companies.

Premier Nationwide Lending March 2001 – July 2004 Closer/Funder Account Executive

Consulted borrowers and brokers on loan products, fees, and required documentation.

Reviewed credit reports, prepared loan documents, and issued funding approvals.

Ensured accuracy in HUD settlement statements and facilitated timely fund disbursement.

Education

[Include Education Here, if applicable. If not, this section can be removed.] Technical Proficiencies

Tools: Microsoft OƯice Suite (Word, Excel, PowerPoint, Outlook), Calyx/Point, Data Track, FHA Connection

Loan Types: Conventional, FHA, VA, HELOC

Certifications

[List relevant certifications if applicable, such as FHA/VA underwriting certifications or any industry-specific training.]

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