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Customer Service Representative

August 13, 2012

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Loveth Akurienne

**** * ********* ***

Sioux Falls, SD 57103


Task driven and production oriented with proven ability to effectively manage large workload and achieve objectives in a fast paced environment through excellent prioritization, multitasking and communication skills. Looking to relocate to Virginia due to spouse’s newly gained employment in Virginia.


Consumer Loan Underwriter 1 June 2012 – Present

Wells Fargo Home Mortgage

• Underwrite mortgages in loss mitigation for government and proprietary programs.

• Responsible for reviewing, analyzing, approving and underwriting routine individual consumer requests and products.

• Reviewing credit applications, credit bureau information, tax returns financial statements and or other supporting documentation to recommend/approve requests.

• Ensuring credit files are current, complete and compliant with the company standards.

• Accurately calculating borrower’s cash flow to determine qualification for government and proprietary programs.

• Clearly notating rationale behind the decision made on several systems to coordinate information between departments.

• Respond to customers enquires as needed.

Home Preservation Specialist August 2010 – Present

Wells Fargo Home Mortgage

• Pre-underwrote files by extensively reviewing financial and credit documents to obtain borrower’s true financial information.

• Analyzed and evaluated loan documents to ensure they are accurate, complete and compliant with both Wells Fargo and Government guidelines.

• Maintained direct contact with borrowers to obtain the needed documents and gather information needed to make appropriate decision and decrease overall processing time from date of application to decision.

• Explained rationale behind both positive and negative decisions on loan applications to borrowers. This includes explaining calculations such as LTVs, HTIs and DTI when necessary.

• Top 25% in the department for quality and production, also one of only 5 specialists (out of 200) who worked on both 512 and GSE portfolios.

• Member of the Change Management Team responsible for identifying areas of inefficiency and suggest process improvement measures to upper management.

• Mentored new hires to achieve higher level of competence subsequently improving their quality and production numbers.

• Working knowledge of MS Excel, Word, and Outlook.

FHA Loan Document Specialist June 2009 – August 2010

Wells Fargo Financial Bank

• Analyzed Federal Housing Administration (FHA) loan documents to ensure accuracy and compliance with government policies.

• Worked with several departments to obtain required documents and resolve any issue stalling the review process.

• Reviewed appraisals, titles, credit report and tax returns.

• Subject matter expert (SME) on titles.

• Filled in for manager while out of office, attended management meeting and selected for Leadership Development Group.

Customer Service Representative April 2008 – June 2009

Wells Fargo Financial Bank

• Responded to customers inquiries on their credit card accounts.

• Cross sold Wells Fargo Financial products and cash transfers.

• Solicited payments on account 30-60days delinquent to avoid further delinquency and risk to Wells Fargo.


Masters in Public Health. Des Moines University, Des Moines, IA. May 2008

Bachelor of Science in Biology. University of South Dakota, Vermillion, SD. Dec. 2004

Community Involvement

Lutheran Social Services Mentoring Program Jan 2010 - Present

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