Customer Service Manager Ii

THOMAS KEATING

********@*******.*** 847-***-**** Temecula, CA 92592 WWW: www.linkedin.com/in/thomaskeating6864a5260

Summary

Progressive and Driven Lending Professional seeking a career opportunity to leverage past and present experiences in the areas of credit risk analysis, rendering lending decisions, working with business partners to maximize lending capacity, all while adhering to compliance and business processes.

Skills

Extensive Mortgage & Consumer Lending Experience

Highly Driven, Motivated, Efficient

Strong Analytical & Problem-Solving Ability

Highest Level of Compliance Exercised

Strong Written and Verbal Communication

Microsoft Office Advanced

Experience

JP Morgan Chase Hybrid

Fraud Manager II

05/2023 - Current

Manages a team of Fraud Specialists that are highly concentrated in the investigation of fraud within the credit card and ATM scope

Sets clear expectations for quality, excellent customer service, and efficiency

Performance Management process – hiring, firing, and performance reviews

Collaboration with upper management to recommend process improvements

Handles complex escalations, and customer-related concerns

Audits/listens to live calls and gives feedback to drive optimal performance.

Wells Fargo Lombard, IL

Senior Underwriter

09/2014 - 02/2023

Analyzed consumer and commercial credit worthiness, responsible for complex, multimillion-dollar (Jumbo) lending decisions, verified incomed and structured loans to maximize production to meet underwriting guidelines.

Defined clear expectations and acted as a change agent to support and collaborate with internal and external stakeholders to ensure premium quality, efficiency, and customer service

Knowledge of escrow & and appraisal analysis

Strong communication both verbal and written

Proficient in Microsoft applications

Displayed commitment and drive to deliver an experience that improved our clients' financial lives

Expertise in business for self, complex, multi-unit, and cash flow analysis

Proactively monitors, governance, risk identification, and escalation

Subject matter expert on all Federal Regulations for the assurance of quality and compliant decisions throughout the underwriting/audit process.

JP Morgan Chase - IL

Retail Underwriter Private Client

10/2010 - 09/2014

Responsible for credit analysis and decision making in conforming and non-conforming Chase Private Client loans

Ensured the unit's workflow and exceeded expectations

Ensured quality and compliance to the highest level per government and Chase Bank regulations

Specialized in Cash Flow Analysis, Complex Business for Self income evaluation, Corporate Tax Document calculation.

Subject matter expert on all Federal Regulations and their implementation throughout the underwriting and compliance process.

CitiMortgage - IL

Retail Underwriter (Senior Credit Underwriter)

09/2009 - 10/2010

Performed credit and property analysis and loan decisions on NON-QM Loans, conventional loans & lines

Specialized in FNMA, Freddie, VA, Jumbo Loan, Commercial, Auto Loan Underwriting, and credit cards

Analyze challenging loan packages to render sound credit solutions (Non-QM and Non-Agency Loans)

Provides exemplary customer service to both internal staff and external customers

Maintain quality and production standards as defined by the business.

Expert knowledge in loan process from origination to close

Education and Training

Illinois State University Normal, IL

Bachelor’s of Science

01/1992

Certifications and Achievements

NMLS SR ID: 1530456

Direct Endorsement Certified (DE)

Conforming Loan Certified

SAR, SAR and LAPP. Certified

4x Winner of Circle of Excellence

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