Financial Services Client Operations & Underwriting

CHEYENNE COLLINS

FINANCIAL SERVICES OPERATIONS PROFESSIONAL

Financial Services Client Operations Process Improvement Business Administration Professional Profile

Business Operations professional with over 7 years of experience supporting lending, mortgage servicing, client operations, and business administration within the financial services industry. Experienced across underwriting, mortgage administration, funding support, brokerage operations, and customer service while collaborating with brokers, lawyers, municipalities, insurers, finance teams, sales, and internal stakeholders to deliver accurate, timely, and client-focused operational support. Recognized for improving workflows, managing high-volume operations, and supporting operational excellence.

Career Highlights

• Supported residential lending operations through the transition from Community Trust Company to QuestBank.

• Managed mortgage administration supporting 3,000+ residential mortgage accounts across Canada.

• Managed an underwriting pipeline of 30+ files while consistently achieving 90%+ compliance with a 48-hour SLA.

• Investigated escalated tax and payment concerns and presented findings to Compliance and Complaints teams.

• Completed internal Google Gemini AI training and leveraged NotebookLM and Ocrolus to improve policy navigation and document review. Professional Experience

Associate Underwriter QuestBank (formerly Community Trust Company) 2025–Present

• Review residential mortgage applications and supporting documentation to ensure compliance with lending guidelines and underwriting requirements.

• Manage an active pipeline of 30+ mortgage files while consistently meeting a 48-hour document review SLA.

• Review borrower documentation including income, employment, credit, appraisal reports, and mortgage documentation.

• Collaborate daily with Underwriters, Funding Specialists, Brokers, Business Development Managers, Sales teams, Lawyers, Appraisers, and Internal Operations.

• Utilize NotebookLM and Google Gemini for policy navigation and Ocrolus for AI-assisted document review.

• Maintain audit-ready documentation and support operational quality throughout the lending process.

Mortgage Servicing Specialist – Mortgage Administration Community Trust Company 2022–2025

• Managed servicing activities supporting 3,000+ residential mortgage accounts across Ontario, British Columbia, Alberta, and Atlantic Canada.

• Investigated escalated property tax and payment-related concerns and presented findings to Compliance and Complaints teams.

• Managed high-volume Property Tax and Mortgage Servicing inboxes, including peak periods exceeding 1,000 emails.

• Coordinated with municipalities, insurers, lawyers, brokers, borrowers, finance teams, and internal departments.

• Maintained insurance records, updated policy expiries, and followed up with insurers for required documentation.

• Assisted with payout requests, discharge support, reconciliations, wire requests, mail processing, and operational reporting.

• Supported the implementation of EFT payment processing to improve operational efficiency.

Mortgage Processing Officer Community Trust Company 2020–2021

• Reviewed mortgage documentation, ordered property valuations through InstaValue, managed shared inboxes, and coordinated documentation between brokers, underwriting, and funding teams.

Mortgage Fulfillment Officer & Office Coordinator Mortgage Alliance – Main Street Mortgages 2020

• Supported the Principal Broker and approximately 10 Mortgage Agents while coordinating 20–30 mortgage files monthly from application through funding. Ordered appraisals, coordinated with lenders, lawyers, brokers, clients, and appraisers, and organized broker training and events.

Mortgage Agent Rate Shop Inc. 2019

• Reviewed client documentation, assessed mortgage qualification, and completed AML/KYC requirements while working with clients and referral partners. Financial Services Representative Cash 4 You Apr 2014 – Apr 2015

• Processed cheque cashing transactions, payday loans, loan payments, and other financial transactions in a high-volume environment.

• Managed daily cash balancing, petty cash, and Brinks deposits.

• Conducted collections on overdue accounts and negotiated payment arrangements.

• Verified customer identification and supporting documentation while following company procedures.

Technology

Mortgage Systems: Filogix, BOSS, LMS360, PureLend (LOS), Salesforce, FCT, Ocrolus, InstaValue

Business Tools: Microsoft Excel (Advanced), Power BI, Microsoft Office, Teams, Google Workspace, Trello

AI & Productivity: NotebookLM, Google Gemini

Education & Certifications

Business Administration Diploma

Google Project Management Certificate

Internal Google Gemini AI Training

Former Mortgage Agent Licence (REMIC)

First Aid & CPR Certified

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