Customer Service Data Entry

DEBRA CARTER

Newbury Park, CA ***** 805-***-**** *************@*****.*** LinkedIn

Mortgage Underwriter/Specialist

Client Relations – Collaboration – Risk Assessment Motivated, solution-oriented Underwriter with 20+ years of experience providing best-in-class customer service in the lending industry. Excels in high-volume work environments by prioritizing work effectively. Leverages strong analytics and attention to detail to evaluate risk, identify potential fraud, and ensure compliance with applicable federal and state regulations. Provides clear, concise financial document conditions to communicate decisions to our direct client. Maintains underwriting pipeline within established timelines to ensure timely loan decisions. Able to work remotely. KEY COMPETENCIES & SKILLS

CLIENT MANAGEMENT & SUPPORT • FINANCIAL SERVICES/MORTGAGE INDUSTRY • WRITTEN, VERBAL & ORAL COMMUNICATION • FRAUD DETECTION • PROCESSING LOANS & TRANSACTIONS • ADHERES TO SLA TIME FRAMES• TIME MANAGEMENT • PLANNING • DOCUMENTATION • COORDINATION • DETAIL ORIENTED • FRONT-LINE CONTACT • DATA ENTRY • MULTITASKING • PROBLEM SOLVING • PROCESS IMPROVEMENT • FAIR CREDIT REPORTING ACT• DECISION MAKING • COMPLIANCE • REGULATORY REQUIREMENTS • RESEARCH • POLICIES & PROCEDURES • CUSTOMER FACING COMMUNICATION • • MS OFFICE • ENCOMPASS • SALESFORCE CRM• FNMA DU• FHLMC LP AUS. PROFESSIONAL EXPERIENCE

TEKSYSTEMS (CONTRACTOR) AT PENNYMAC 3/2025 - 5/2025 HOME LOAN SPECIALIST III NON DEL TEAM. Loan processing specialist. Clear broker conditions provided in bulk on each loan file. Strong knowledge of Internal, FNMA, FHLMC guidelines and matrix. Able to circumnavigate suboptimal, manual systems and tools to get tasks cleared for loan closing. Clearing of appropriate conditions in a timely manner, detail oriented. Analyze URLA for completedness, credit report, income, assets and appraisals thoroughly for DTIR. BEYOND FINANCE, REMOTE 05/2023 – 10/2/2024

SETTLEMENTS NEGOTIATION SPECIALIST: Negotiated delinquent accounts for best possible savings. Build relationships with external partners, driving successful outcomes for both clients and business. Supervise client finances, providing guidance and determining best strategies for addressing client inquiries and requests. Use various tools and resources to consolidate common debts from multiple clients, enhancing negotiation leverage with legal agencies. KEY COMPETENCIES: NEGOTIATIONS, PERSUASIVE INFLUENCE, ADAPTABILITY, PROFESSIONALISM, SALESFORCE Obtained and serviced 120+ accounts to meet Level 4 Negotiator and provide 30 – 40% reduced settlements

● Leveraged previous loan underwriting experience to draft settlement offers for presentation to law firms

● Created and nurtured relationships with hundreds of law offices by steering mutually beneficial solutions

● Monitored systems to ensure functionality and reported any issues to senior management MR. COOPER, REMOTE 08/2020 – 01/2023

MORTGAGE UNDERWRITER II: Evaluated mortgage loan applications and assessed lender risk. Reviewed supporting documentation including appraisals, asset statements, financial income documents, verification of employment, and credit reports. Investigated red flags, resolved issues, and approved loans in adherence with government sponsored enterprise (GSE) guidelines and other banking industry regulations. Identified and implemented process improvements to increase efficiency, reduce timelines, and costs. Debra Carter Pg1

KEY COMPETENCIES: CROSS-FUNCTIONAL COLLABORATION, PROCESS IMPROVEMENT, ISSUE RESOLUTION, CUSTOMER SUPPORT, ENCOMPASS Attained scores of 9 - 10 in JD Power customer satisfaction surveys through exceptional client-focused service

● Collaborated with cross-functional teams to expedite document collection process and secure low interest rates

● Created Word template to streamline loan accuracy. Worked in a fast paced dynamic environment, while providing great QA results.

● Maintained continuous client communication and support throughout loan application process KEY COMPETENCIES: PROBLEM SOLVING, DELIVERING RESULTS, OWNERSHIP, LEADERSHIP, TRANSACTION MANAGEMENT Reduced loan production costs by 20% and increased approvals by 10% by processing and resolving challenging cases

● Reviewed and processed complex applications from clients outside service level agreements (SLAs)

● Pursued and obtained supporting documentation to clear defects and reduce loan denials

● Mentored loan processors and management on resolving application issues to expedite approvals KEY COMPETENCIES: FRAUD DETECTION, RISK MITIGATION, ANALYTICAL THINKING, RESEARCH, ATTENTION TO DETAIL Decreased fraudulent applications by 15% and avoided unsaleable loan fines through detailed review and analysis

● Discovered fraudulent activity on mortgage applications and documentation such as appraisals, income records

● Analyzed data to further categorise as occupancy, income, and asset fraud. Reported findings to management and coordinated loan denial

● High attention to detail and pipeline readiness, met all SLA for on time closings. SITUSAMC, REMOTE 03/2020 – 08/2020

MORTGAGE UNDERWRITER/QA ANALYST: Conducted detailed analysis and review of newly originated and seasoned loan products for completeness and accuracy. Evaluated and verified income, assets, credit reports, contracts, appraisals, compliance documentation, and other personal financial records. Communicated requirements and decisions to clients. Maintained knowledge of and ensured adherence to all applicable underwriting guidelines and regulatory requirements. KEY COMPETENCIES: DATA REVIEW & ANALYSIS, RISK MANAGEMENT, QUALITY ASSURANCE, COMPLIANCE, ORGANIZATION Increased productivity 10% and reduced fraud risk through detail-oriented quality assurance activities

● Completed advanced Q/A course to enhance knowledge and increase productivity levels

● Identified portfolio risks relating to underlying client business practices or fraud exposure

● Conducted comprehensive analysis and evaluated risk to control and mitigate underwriting loss INTUIT, WOODLAND HILLS, CA 12/2018 – 03/2020

MERCHANT UNDERWRITER: Conducted risk-based underwriting reviews of applications for merchant payment processing accounts. Assessed consumer and business documentation in line with applicable laws and guidelines. Analyzed and verified client-specific “know your customer” (KYC) and “know your business” (KYB) policies and procedures. Mitigated fraud and risk by periodic extensive fraud reviews on both payroll and payment accounts. Reviewed payroll accounts to prevent AML and OFAC violations. Performed Sanctions Screenings against various sanctions list for Payroll product. KEY COMPETENCIES: ACTIVE LISTENING, CUSTOMER RELATIONS, CLIENT EXPERIENCE MANAGEMENT, AML AND OFAC VIOLATION PREVENTION, SALESFORCE PROFICIENT.

Safeguarded company reputation for positive customer service experience by providing compassionate support

● Served as point of contact for customer to address concerns regarding funding application status

● Explained reasoning for additional documentation request to enable processing of application

● Coordinated receipt and administration of client business financials and approved funding request KEY COMPETENCIES: COMMUNICATION, PHONE CALLS, PROCESS IMPROVEMENT, CUSTOMER SUPPORT, DOCUMENTATION Improved customer support through development of standard script for handling difficult conversations

● Researched and documented effective approaches for handling sensitive calls and conversations with clients

● Created script template to enhance consistency and efficiency in resolving challenging issues Debra Carter Pg2

● Distributed script to team to reduce time spent on complex matters and provide effective support to customers KEY COMPETENCIES: ANTI MONEY LAUNDERING, FRAUD RISK REVIEW, REGULATORY COMPLIANCE, REPORTING, ANALYSIS Mitigated risk exposure and fines/penalties with anti money laundering (AML) and fraud detection activities

● Analyzed financial activity for risk such as money laundering, collusion, explosive growth, and/or overextension

● Identified fraud trends and reported suspicious activity in accordance with applicable regulations

● Denied suspect funding applications to reduce risk of fraud-related fines or penalties. BANK OF AMERICA (FORMERLY COUNTRYWIDE HOME LOANS), SIMI VALLEY, CA 6/2007 - 4/2018 MORTGAGE UNDERWRITER (LOAN ELIGIBILITY ANALYST): Reviewed, re-underwrote and audited post funded loans, to ensure saleability according to Bank of America’s internal guidelines and credit overlays. My skill set in the department was recognized as unique, in that I was able to successfully perform any audit requested from the department due to my extensive knowledge of underwriting guidelines. Additionally, I am skilled in the ability to re-run AUS, CLUES when appropriate to ensure loan salability.

● Performed various Adhoc audits, including CRA (Community Reinvestment Act) deal for Freddie Mac and Mustang Rules. My extensive knowledge of underwriting guidelines for Mustang Rules includes, Texas A6, cash out reviews, Non Traditional credit, condo related issues, AUS report review and audit to ensure system and delivery functionality, along with Special Assignments assigned to me from Secondary Marketing. I met all SLA (service level agreements) by prioritizing and re-shifting needs on short notice, while not sacrificing quality over quantity.

● Created SharePoint site for our Departmental Resource Library for all PIM materials, training documents for Mustang Rules, Job Aides and PIM monthly meeting minutes. Scripted meeting minutes for all monthly team meetings, while also updating and maintaining the Resource Library.

● Managed and performed the PDA (Post Delivery Audit). The Post Delivery Audit is a contractual review for secondary marketing of a said amount of pooled loans each month to ensure high quality and accurate deliverable LDD (Loan Delivery Data) to the GSE.

● Acted in accordance with the letter and spirit of all applicable laws, rules and regulations, the company’s code of conduct, risk framework, risk appetite, standard procedures and guidance. Was proactive in identifying, managing and controlling risk. I identified and escalated issues and concerns promptly; resolving issues in a timely manner.

● Performed audits to ensure key business elements are accurate, while maintaining quality and production standards. Seamlessly transitioned from the Edge platform to the new IFulfill Platform. Participated in all trainings; sharing knowledge with other staff, and training peers of all levels including management. Performed full file IFulfilll audits to insure quality loan and ULDD data was delivered accurately to the GSE.

● Managed and performed Target Surveillance and MQA (Making Quality Assurance) underwriting reviews that were cited as funded in error. Worked with MQA Team to place loans on deficiency to clear or escalate defect loans as needed. Cited deficiencies and curated post funded loans by reviewing all underwriting documents that were marked as (FIE) funded in error by QAS Team. Placed said loans on deficiency to be cured; reviewed all defect underwriting documents to ensure clearable defects and salability to guidelines. Incurable loans were escalated to our internal unsalable inventory process.

● Performed specialized audits and deep-dive review of loans; including Adhocs from other work groups. Including Post Delivery Audit and Data Integrity Audit, this was to ensure we met rep and warrant regulations with our investors.

● Responsible for comprehensive review of all loans to ensure investment quality and mitigate risk to the company.

● Managed and performed the rerun of AUS reports to ensure loan salability. OTHER RELEVANT EXPERIENCE

MANDALAY MORTGAGE, WOODLAND HILLS, CA SENIOR UNDERWRITER 2006 - 2007 NEW CENTURY MORTGAGE, WOODLAND HILLS, CA SENIOR UNDERWRITER 2001 - 2006 EDUCATION

THOUSAND OAKS HIGH SCHOOL, THOUSAND OAKS, CA 91360 DIPLOMA 6/1983. Debra Carter Pg3

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