Customer Service Quality Control
Resume:
WILDA GRAHAM
**** ********** *** *****, **** *
Memphis, TN 38120
************@*****.***
SUMMARY & SKILLS Results oriented, self-motivated individual with excellent organizational skills. Analytical and problem solving abilities. Able to quickly assess situational needs and handle confidential matters with discretion. Present a positive, professional image. Flexible and open to change.
• Mortgage and consumer lending origination through post closing
• Underwriting consumer loan credit and appraisals
• Training and composition of training tools
• Excellent customer service
• Supervision and management of employees
• Effective communication skills with diverse groups
• Special projects and project management
• Working knowledge of Microsoft Office
• Web savvy
• Ten key calculator
• HP 12c mortgage calculator
PROFESSONAL FIRST TENNESSEE BANK, Memphis, TN
EXPERIENCE Feb. 2000 – Feb. 2012, Various titles with the following duties:
Reviewed credit, appraisals and title reports, including second review. Vendor selection and contract management. Employee supervision and management. Underwriter of home equity and modification loans. Prepared closing documents and early disclosures for consumer lending. Trained and authored training manuals. Special investigations, quality control and fraud analysis. Wholesale underwriter and auditor.
PULASKI MORTGAGE COMPANY, Olive Branch, MS
March 1999 – Feb. 2000, Non-Conforming Loan Specialist
Cultivated relationships with mortgage loan officers of ten branches within the tri-state area for sale of non-conforming loans. Graded credit, priced and processed loans, ensuring timely closing and delivery to the secondary market. Developed investor base for secondary marketing.
FIRST FEDERAL BANK, Cordova, TN
March 1998 – March 1999, Mortgage Loan Originator
Marketed and priced products based on borrower needs. Originated conforming loans through development of client base of real estate agents and local builders. Facilitated timely closing of loans through extensive contact with borrowers, agents, processors and closers.
NATIONAL MORTGAGE COMPANY, Memphis, TN
May 1990 – March 1996, Resource Manager – Correspondent Lending
Audited correspondent lending and brokered loans for sale into the secondary market and for compliance with regulatory guidelines. Participated in special projects. Supervised distribution of all compliance and regulatory guidelines to clients. Developed and implemented departmental policy and procedures manuals as well as the correspondent lending manual distributed to lenders and brokers. Responsible for training and development of all training tools.
EDUCATION TREADWELL HIGH SCHOOL, Memphis, TN, Graduate Business Major
ACCOMPLISHMENTS Special Investigations, quality control and fraud analysis for retail and wholesale at First Tennessee Bank led to uncovering a fraud network extending through multiple states. Also nominated for the First Power Award, the highest honor offered by First Tennessee Bank, for establishing processes and systems that raised customer retention levels through loan modification. The increase in retained customers the first year was 24% which led to a profit impact of $7.9 million.
Appointed my management to participate on a 10-member company transition team panel during the merger of National Mortgage Company and Boatmen’s Bank. The team worked with Arthur Andersen Consulting on best practice designs and established new systems for work flow processes. Documented all changes to policies and procedures for the post-closing area and produced process maps and outstanding issues reports. Participated in problem resolution across all areas.
REFERRALS Robert Burns, Attorney (retired), Barbara Murdaugh, Vice-President Consumer Credit Risk Assurance at First Tennessee Bank, Sherrie Canaday, Sr. Vice-President Credit Risk Administration at First Tennessee Bank, Joyce Ruby, Friend and former colleague, Linda Dodson, Friend and former colleague.
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