Customer Service Quality Assurance

ANURADHA JAGADEESAN

* **** *****

Wayne, NJ *****

Cell Phone – 201-***-****

E-mail : ************@*****.***

Objective:

• To obtain a position in mortgage banking where experience in underwriting, training, processing, post funding and team leadership is required to deliver best of my expert level proficiency to the reputed financial organization.

• Strong desire to utilize analytical, communication, and organizational skills.

• To cultivate strong client relations.

Professional Synopsis:

• 4 years and 6 months of experience related to B.P.O industry in U.S Mortgage process as Mortgage loan underwriter (automated and manual), home loan credit reviewer, compliance officer and the Appraisal reviewer.

• Analyzing the risk factor involved in 4C’s i.e Capital, Collateral, Capacity and Character of the borrower.

• Experience in DU and LP.

• Knowledge in US mortgage right from underwriting to the post funding audit.

• Worked for Green Point Mortgage and Washington Mutual Banks through Infosys BPO limited.

• Recognized for the new pilot projects with WaMu and have travelled to Jacksonville, Florida. Opportunity to visit onsite for getting trained from the SME and was certified to work for the clients as per the bank’s rules and regulations.

• Broad understanding of residential mortgage loans.

• Detailed knowledge of processing, underwriting and closing procedures.

• Capable of understanding the bank policies and procedures.

• In addition to extensive experience and expertise in the residential mortgage industry, I also have 14 months experience in the Australian Auto finance as Senior Credit Analyst.

• Being a part of 3 onsite pilot projects, I have met and exceeded Client SLA expectations in terms of work, productivity and quality. I have earned a good reputation and appreciation for following through and meeting deadlines.

• Strong organizational skills and the ability to prepare and make presentations to individuals or groups.

• A team player with good coaching, teaching and communication skills necessary to promote services or concepts. Capable of rapid orientation and open to company-sponsored training in new areas which pose good career potential.

Skills:

• Excellent Communication and interposal skills.

• Very good ability to understand the work related to loan.

• Able to work under pressure and independently.

• Good in underwriting clerk.

• Quick learner with a positive attitude.

Educational Qualification:

Bachelor of Commerce from Bangalore University.

I am a Green Card holder.

Work experience

Visionet Systems Private Limited. From Dec 2010 to June 2011

Loan Auditor for Quality Mortgage services, LLC which is located in Tennessee.

I have an experience of dealing with government and conventional loan plans and lending agencies in order to meet the industry standards. From a Mortgage Quality Control Plan to Post Closing mortgage industry audits we can help the lenders, brokers and investors to perform better.

Job Description:

• Develop a quality assurance plan that meets agency standards.

• Select the loans for audit to ensure compliance with agency loan selection criteria.

• Provide possible fraud detection

• Re-verify employment, income, funds for closing costs, funds for down payment.

• Order review appraisal reports on a select portion, as well as conduct a "desk review" on the balance.

• Review all closing documents to identify missing or inaccurate information.

• Provide an underwriting review of your loans to determine whether they meet prudent underwriting standards.

• Provide thorough, easy-to-read management reports.

Previous work experiences

Senior Credit Assessment Officer in ANZ (Australian and New Zealand Banking Group) From June 2009 to Nov 2010

ESANDA Auto finance is the subsidiary of the ANZ and is one of the leading Auto finance company in Australia

• Receive the car loan applications through the dealers/brokers/internet.

• Review the application.

• Evaluation of loan documentation to approve/defer/decline the deal.

• Analyzing the credit history as per the VEDA ADVANTAGE to evaluate the credit worthiness. Check for defaults, bankruptcy and credit inquiries.

• Perform necessary checks in ANZ and ESANDA data base to check if the applicant is “A” rated (good account holder)

• In case of replacement or refinancing the chattel, obtain the credit reference from the respective auto finance companies by providing the National Credit reference Code.

• Perform employment check to determine the income and also to confirm the period/type of employment/designation of the applicant. In some cases also need to confirm if the applicant is on probation.

• Determine the price of the Chattel in glass’s guide as per the customer’s request including the accessories for New/Used/Demo vehicles

• Calculate the income of the applicant based on the documents provided like payslips, tax returns and bank statements

• Assess the risk level by calculating the UMI (Uncommitted monthly income) of the applicant against the commitments

• Calculate the Loan to value ratio to determine whether it is within guidelines.

• Condition for additional documents if necessary. For example : Request for buyers order to check the chattel details. Request additional docs like passport and visa if the applicant is not a permanent resident.

Achievement in ANZ

Received Credit approval discretion for AUS$100000

Received top performer award within a short term

Recognition to visit Melbourne for good performance and dedication towards work

Senior Process Executive in Infosys BPO Limited.

Job Description:

Mortgage Appraisal Review: From Jan 2009 to June 2009

• Appraisal review is a detailed check of appraisal to find out whether the appraiser has given accurate value or inflated value to the property, which is secured against mortgage. If there is any risk factor like property flipping or NAL transactions raising exceptions for the same and making client aware about the fraud. Also checking of Default loans appraisal to find out how much is the current value of the property.

• Internal quality checks on the files already processed by the analysts in order to reduce errors and thereby maintain good quality score.

Mortgage Compliance Reviewer: July 2008 to December 2008

Role - Home loan compliance reviewer

• Compliance is to review whether the Docs comply with Bank, Fannie Mae and Freddie Mac guidelines.

• Compare the fees between Good Faith Estimate (GFE) and Housing and Urban Development (HUD) that is charged to Borrower.

• Calculate Finance Charges and Financing amount through APRWIN calculator by analyzing fees in HUD.

• Other Calculations includes Net Tangible Benefit (NTB), Flood Test and High Cost test.

• Review complete loan package before selling to Investors.

• Ensure the file does not have any discrepancies or error’s which would make the loan un-saleable.

Home Loan Credit Review (HLCR): October 2007 to June2008

Role - Home loan credit reviewer

• Receive a Full package of documents and audit the file abiding by the policies and guidelines of the lender in order to sell the loan to the investor. And ensure the file does not have any discrepancies or error’s which would make the loan un-saleable.

• Review the file right from underwriting till post funding to ensure that the bank policies and regulations were followed by the underwriters and the loan closers.

• Re-calculate the income and ratios, if there were any discrepancies in the file identify the area of responsibility and send the reports to the respective supervisors to discuss the same with the respective underwriter or the closing agent.

• Review of legal documents to ensure the accuracy & completeness.

Manual and automated underwriting: August 2005 to September 2007

Role – Underwriter

• Evaluation of loan documentation to approve/deny the loan.

• Analyzing the risk involved in approving a loan to determine whether or not it is acceptable to the lender.

• Analyzing the credit history to evaluate the credit worthiness of the borrower.

• Validating that a prospective mortgagor’s loan application adheres to the Freddie or Fannie Mae’s guidelines to approve the loan.

• Perform checks for risk, accuracy, compliance and completeness in mortgage application.

• Calculating the income and liabilities of the borrower based on the documents available in file.

• Conditioning for additional documentation or correction in documents that are needed for the approval of the loans.

• Analyzing of Title Documents and Appraisal Report of the property.

• Quality checks and audits on loans processed by other underwriters.

• Preparing and updating process manuals / job aids / checklists for underwriting.

Achievement in Infosys BPO

• Utilizes strong verbal and written communication to convey information to clients and co-workers clearly and in user-friendly formats.

• Collaborates with colleagues to provide superb customer service and ensure timely completion of assigned tasks.

• Achieved 100% quality in pre certification, certification and post certification and best productivity in the team.

• Received 5 extra miler awards for a great team player, contributing the highest in the team in terms of processing, auditing files, mentoring new agents.

ACADEMIC QUALIFICATIONS

Bachelor of Commerce – 2002- 2005

2nd P.U.C – Bangalore 2000-2002

S.S.L.C – Bangalore 1999-2000

ACADEMIC TRAINING:

VVSFGC Bank: The VVSFGC Bank is run on the model of Commercial Banks with students themselves working as office bearers. A sound practical training was given as an Accountant, Ledger Keeper and Cashier for a period of 3 weeks.

Vardhini Stores: A store managed by student volunteers. A practical training was given for 2 weeks to develop entrepreneurship, stock and account maintenance concerning business.

VVS Joint Stock Company: A practical training was given for 8 months in the function of a Joint Stock Co., its various activities, conducting meetings, making records and in share transactions etc.

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