LOIS SCHARDEIN Mobile Phone:804-***-**** Secondary Phone:804-***-**** 18331 Beaver Dam Rd. Beaverdam, VA 23015

ttx05i@r.postjobfree.com

Education : 1997-2001 Sociology Virginia Commonwealth University- Richmond, Va.

2005 Licensed Private Investigator American Securities Group- Richmond,Va

CUSTOMER SERVICE-MORTGAGE AND FRAUD DETECTION PROFESSIONAL

PROFILE: Over 20 years of in-bound and out-bound customer service phone contact.

Experienced answering 80 to 100 calls a day

Expert problem solver for clients account needs.

Credit lending authority of $30,000.

More than 7 years experience of credit analysis with a concentration in fraud

detection.

Expert reading and interpreting credit bureau information with an emphasis on

fraud detection.

Company contact for victims of theft involving HELOC and vehicle loans

taken out with SunTrust Bank.

Synopsis of Achievements: Original member of start up fraud detection group.

Consistently highest numbers for fraud captured in fraud department.

Contact for internal fraud investigators and law enforcement agencies trained

to combat Identity Theft.

Peer trainer in best practices for fraud detection.

Employment

Mortgage Coordinator-Accountemps on site @ V.A.C.U. Midlothian Va. July 2010-May 2011 Review loan files to verify procedures per guidelines. Ensure integrity of all data and process inputs. Order necessary documents and follow-up with vendors/third parties to obtain in timely manner. Obtain and review customer documents, and clear conditions commensurate with authority level. Submit loans to underwriting for conditional review and full approval upon receipt of appraisal. Partner with sales and underwriters on difficult and/or exception transactions. Exceed customer expectations by providing highest level of customer service. Maintain monthly performance measurements for 1st mortgage suspense, compliance/regulatory, and customer satisfaction. Guarantee on time closing by completing all required pre-closing steps; making cash to close call, and handing file off to closer within required performance standards.

Retail Mortgage Loan Processor -Bank of America Richmond Va. Jan. 2009-May 2010

Loan processor on FHA approved home purchases and home refinances which have been approved by the Underwriting department. Some of the many duties involved are issuing changes to the terms on previously approved loans and being responsible for clearing conditions. In addition, I and the other processors are responsible for, but not limited to receiving documention that verifies the customer's assets and income, resolving titling issues; specifically undisclosed liens reconveyances, child support liens, vesting issues, judgement issues and mechanic liens. i also have the authority to request inside and outside subordinations, and handle appraisal disputes. All of the above is done while maintaining a high level of customer service with the customer and with our inside and outside vendors.

Compliance Specialist Apex Systems, Inc. Glen Allen, VA Sep2007- Nov 2008

Part of the in house "watch-dog" group responsible for ongoing implementation and advancement of candidate's quest to become a successful contractor for one of Apex's many clients.

Our group specifically adheres to all internal corporate compliance policies and bylaws, while staying well within the state and federal laws which govern the corporate hiring process.

Our group is always responsible for beginning the candidate's background investigation, staying abreast of the investigation , all the while proactively clearing up any issues within the mandated state and federal guidelines, and all other sundry laws and contracts that might apply.

Finally, when all of the background information has come back to the satisfaction of the prescribed laws and contracts, then and only then, may the candidate go onsite.

Fraud Investigator- SunTrust Bank Richmond, VA Oct 2006- June 2007

A member of SunTrust's Vehicle and Second Mortgage loan fraud investigation team. The six members of our team are responsible for making the customer whole again after fraud has been committed against them and their SunTrust account.

We are responsible for sending out affidavits to victims to have signed, notarized and returned back to us so that the investigation may begin.

Once the affidavit is received, depending on the crime, I would be in touch with our vehicle dealer division to make sure the vehicle is repossessed. The dealership is notified of their responsibility to repay Suntrust. If the fraud involves the customer's Home Equity Line of Credit's credit card or checks, I would have the charge back area credit any fraud charges from the credit card or checking account.

If the fraud was caught prior to the booking of the loan I would contact the Security officer in that jurisdiction and have a "sting" set up in the branch.

It was my daily responsibility to verify the signatures from Access 3 (Line of credit accounts) checks for $25,000 and over. If the signatures did not match, or someone other than the owner of the account signed the check, I would make every opportunity to find the owner of the account before returning the check.

Randstad Temporary Agency Charlotte, NC Oct. 2005 - July 2006

Customer Service Representative @ Vanguard

Answer 50 to 70 inbound calls from Vanguard shareholders.

Problem solve on clients mutual fund accounts.

Processes buys, sells, and exchanges into the shareholders' outside account.

Interact with multiple level associates throughout all areas of the company

Ace Investigations Richmond, VA April 2005 - Sept. 2005

Licensed Private Investigator - Concentration on domestic cases

First Place Employment Agency Glen Allen, VA Dec 2004 –April 2005

Wachovia Securities, LLC.

Project Assistant @ Wachovia Securities LLC

Assisted with projects for all aspects of quality control for the licensing and regulations of the largest U.S. broker dealer.

Reconciled reports for a variety of critical databases.

Performed database control and regulatory and business risk analysis reporting, frequently for very short deadlines.

Produced ad hoc reports in connection with a variety of projects, including requested regulatory exams.

Capital One Glen Allen, VA March 1997 –Dec. 2004

Fraud Analyst

Handled 30-40 possible fraud cases daily.

Reviewed credit card applications against credit bureau information to identify fraudulent applications.

Utilized internal databases to locate victims of Identity Theft.

On call for different levels of law enforcement to assist in capturing perpetrator.

"Owned”accounts through approval of application or cancellation of application due to fraudulent activity.

Capital One Glen Allen, VA July 1993 –March 1997

Customer Service Representative

Answered 100-120 Inbound calls daily.

Customer ally for complaint, action and resolution problem solving.

Help Desk Participant

Winner numerous times for Employee of the Month award.

References Furnished Upon Request

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