SUMMARY:

• Confidential Banking/IT professional with 6 years management experience in Servicing and Sales with consumer, small business, and commercial deposit accounts, as well as consumer and small business lending and credit products.
• 15 years in wholesale and retail lending/servicing. Possess strong analytical skills along with detail orientated evaluation mind - set.
• Experience in acquisitions and mergers; active contribution to identifying and implementing process improvement and cost savings opportunities.
• Extensive knowledge of default processes in Bankruptcy, Loss Mitigation & Foreclosure as well as Lending, Processing, QC and Underwriting (including manual).
• 10+ years using Fidelity, MSP, LPS, experience using Lenstar, Fiserv, Microsoft Office, Heat, ITSM, LMS(pathways), Skillsoft, Lawson, Webex, Siebel, Lotus Notes, Outlook, Homesaver, Iportal, Nautilus, Equator, Peoplesoft, DU/LP, data verify, Avista, ImageFlow.

WORK EXPERIENCE:

Confidential, Dallas, TX

LP System Support Analyst

Responsibilities:

• QA testing in SQLANY17, MSSQL2012 & 14 databases for the integrity of Loan Producer on various projects for quarterly releases for example; confirming that Sample Documents and Reports are accurate, Purchase Transactions containing to the Correct Cash to Close appears accurately on the closing documentation as well as in the LOS Database (Loan Producer, Loan Producer Administrator and Security), and confirming that the user name is Auto-Populated when documents are stored into the LOS Database. Testing is completed in test environment as well as production for web services, cellular applications and 3rdparty vendors.
• Assisted with transition from PowerBuilder to .NET.
• Responsible for doing research as well as providing findings on various correction/bug projects.
• Verifying test automation results
• Intermediate SQL database programming
• Running builds to in corporate implementations.
• Accountable for testing various system enhancements regarding Taxes and Insurance Disbursement Modifications, Rules on Demand, Memo’s, HMDA, various Testing regarding MISMO Documents/Files.
• Actively prepare and present Webinars to clients regarding the functionality of the LOS Database.
• Perform software implementation and administrative support.
• Work closely with the lead in Design to determine the capacity of project
• Facilitate training for new and existing clients and users as well as maintaining training documentation.
• Maintain knowledgeable in all aspects of current on FNMA/FHLMC/GNMA/HUD/RESPA/CFPB regulations.
• Updating Agile42 in TRAC with testing returns and ticket completion projects/ updating dashboard.
• Create/Develop standard/user defined/system defined documents as well as update the Global Data Dictionary (GDD) for mapping purposes.
• Established and maintain a good relationship with other related departments such as System Development, Tech Department, Third Party Interfaces, and System Enhancements.
• Interpreting XML files for verification of any system errors or document mapping issues.
• Providing support for less seasoned employees

Confidential, Dallas, TX

Technical Support Analyst

Responsibilities:

• Call center technical support for the entire Confidential umbrella troubleshooting the following software: accuflo, allsrcripts, ARMS, audit leverage, cactus, careweb, Citrix(ICA), cerner, monitoring cloverleaf/solar winds severs, core, digisonics(VMWare), healthstream, pathways, Lawson, medassets, medicopia, readyset, sharepoint, tricerat and all Microsoft applications
• Complete VMWare/mirage configurations and pushes
• Managing Active directory administration, new accounts, unlocks, password changes, accesses
• Virtual desktop Infrastructure(VDI) configurations, license requests for Imprivata
• Manage active directory accesses/disables and terminations
• Cisco & Avaya phone administration
• Cisco IEM configuration- hospital television displays

Confidential, Dallas, TX

IOS customer support

Responsibilities:

• Meeting required SLAs, AHT, providing exceptional customer experiences
• Navigating to web addresses
• Internet security, secured connection - SSL
• Managing usernames and passwords for multiple sites
• Using search engines, concepts, words, and the ability to search the internet for specific information in a timely manner
• Email application functionality including:
• Accessing, navigating, and full feature use of web-based email applications (Outlook, Gmail, Yahoo, Comcast, other ISP provided/hosted email)
• Organizing email, maintaining folders, and managing attachments and downloads.
• Troubleshooting common computer hardware, software and network problems, including issues with externally-connected devices such as printer, external drives or portable media players
• Connectivity resolution with USB, Firewire, bluetooth and continuity
• Downloading, opening, saving, printing and/or deleting files, in addition to managing, installing, and uninstalling, application programs and software
• Evaluating consumer and business customer needs to provide options based on needs of the individual or company
• Initiating remote screen sharing sessions to provide troubleshooting for Windows and Mac desktop support. Updates, system security/anti-virus software (firewall), network management/connection, ISP password resets
• Working with third parties for troubleshooting resolution- car manufactures/auto repair, carriers, business customers with multiple device needs
• Escalated issue resolution case ownership from T1 advisors
• Extensive Itunes troubleshooting for Windows
• Outlook troubleshooting creating test accounts to verify data transfer setting up admin accounts updating settings for vcard transfers using employer network and account settings to set email up on desktops and IOS devices
• Deletion of Confidential IDs
• Submitting tickets to Engineering for data loss, any issues unresolved by implementing all troubleshooting procedures, emerging issues, or unfounded issue resolution work-arounds

Confidential, Greensboro, NC

Underwriter

Responsibilities:

• Evaluating risk for consumer loan products: Conforming fixed, ARMs, High Balance, Jumbo, DU 97%, Homepath, DU Refi Plus, LMPI fixed, Homepath, USDA, FHA and VA
• Reviewing income consisting of w-2/1099 wages, self-employment schedule C & E & F, reviewing corporate returns 1120 & 1065, reviewing P&Ls, dividends, capital gains and losses, 4797, notes receivable & rental
• Pre-audit of compliance documents such as all disclosures, TIL and GFEs
• Assist closing and funding with resolution of any issues preventing the purchase of a loan
• Completing second review of denials for underwriting team
• Ordering MI
• Entering loan approvals through FHA connection
• Reviewing title, appraisals, QC flags, ordering flood certs and tax transcripts, 1003s, credit reports, findings, assets & sales contracts
• Approving the permanent financing of constructions loans
• Verifying loans meet investor as well as program guidelines
• Managing keeping initial -turnaround 1st look underwrite under 2 weeks and conditions in 24hrs
• Issuing final approvals- signing authority to $1mil

Confidential, Westlake, TX

Underwriter Conventional & Modification Team Lead

Responsibilities:

• Managed a team of 10 Confidential Underwriters in a fast paced work environment by providing SME training and guidance to other Underwriters, Processors or team members and verified SLA’s were met
• Worked with originators, processors/closers, and customer service personnel to assist them in qualifying loan mods and keep them informed of underwriting practice; maintained expert knowledge of Corporate, investor and regulatory guidelines; and kept records of daily activities
• Performed Confidential credit analysis, with or without the assistance of an automated underwriting system, to determine borrower's willingness and ability to repay the Confidential debt. This is done by calculating required investment, determining assets available for closing, analyzing credit history, calculating proposed monthly housing expense and recurring debt
• Ensured that credit decisions are made within 5 days
• Reviewed credit documents for completeness and accuracy
• Reviewed GSE/Non-GSE, VA, FHA, FHLMC, Conventional with .5 Million signing authority
• Submitted helpdesk tickets for verification of escalated inquiries for needed income verification
• Daily team huddles to review new procedures, escalated issues from the previous day and rewards for employees that went above and beyond
• Contributed feedback for process improvements during weekly meeting with the Quality board and upper management
• Reviewed all origination files to ensure the customer has been offered the best Confidential program HAMP/NON-HAMP

Escrow Assistant

Confidential

Responsibilities:

• Preparing Closing documents for multiple financial institutions
• Preparing HUDs from GFE, closing instructions and payoffs
• Verifying title liens and exceptions
• Verifying funds are received and balanced for the file at funding
• Answering calls from customers, clients and notaries to clarify loan documents or signing procedures
• Scheduling closings

Tax Specialist

Confidential

Responsibilities:

• Converting non-escrowed loan accounts to escrowed due to breach in Confidential note requiring customers to keep their tax payments current.
• Researching errors resulting from improper loan set-up, previous researcher errors or incorrect contract information.
• Setting loans up to be paid through TAR and processing payments that reject from the reporting.
• Sending correspondence to customers on status and outcomes of their tax payment requests within RESPA timeframes.
• Communicate with tax offices regarding tax liens and sales to obtain payment instructions to avoid legal action; protecting the Confidential company interest in the property.
• Monitoring payments and verifying that all liens are removed and properties are in current status at the tax offices.
• Updated all account information through Talon and MSP
• Reviewing closing documents for verification of title insured liens listed on final HUD

Bankruptcy Processor

Confidential

Responsibilities:

• Managing a portfolio of 500 loan accounts for customers who have filed bankruptcy
• Setting up the accounts for bankruptcy action and reviewing the portfolio for delinquent payments on a monthly basis
• Referring accounts to the attorney for legal action
• Sending notices of default and setting up agreed orders
• Logging loans out of the bankruptcy files and releasing them to the proper departments

Confidential, Dallas, TX

Repair Analyst

Responsibilities:

• Reviewing and entering contractor bids for repairs to REO properties
• Verifying repair bids against the appraisal for accuracy of items needing repair as well as verifying nothing was missed on the appraisal
• Verifying the bids fall within price range of pre-set business guidelines and making any necessary adjustments
• Verifying new contractors have proper insurance coverage binders
• Monitoring repairs have been completed within pre-set timeframe according to the work being performed
• Requesting property inspections upon completion of repairs
• Comparing cost of repairs vs. the value of the home to establish cost effectiveness of completing repairs or selling “as is”

Confidential, Plano, TX

Escrow Administrator

Responsibilities:

• Processing payment requests to Assurant and Confidential for scheduled and escalated insurance and taxes
• Balancing daily wire for funds sent from escrow
• Completing misc projects in excel for data evaluation
• File preparation for system conversion and acquisition

Confidential, Plano, TX

Workout Audit Processor Underwriting

Responsibilities:

• Entered FNMA claims for wire
• Audited modifications for verification of current terms before being loaded to the system
• Auditing current claims for accuracy
• Performed quality control for FNMA loans under the MHA and HAMP program
• Completed audits for federal compliance once modifications were completed and active
• Reviewed closing documents, HUD1, income verification, hazard, tax, appraisals, interest rates, forgiven balances, forbearance, balloon payments Performed Confidential credit analysis, with or without the assistance of an automated underwriting system, to determine borrower's willingness and ability to repay the Confidential debt. This is done by calculating required investment, determining assets available for closing, analyzing credit history, calculating proposed monthly housing expense and recurring debt
• Ensured that credit decisions are made within 5 days
• Reviewed credit documents for completeness and accuracy
• Submitted helpdesk tickets for verification of escalated inquiries for needed income verification
• Daily team huddles to review new procedures, escalated issues from the previous day and rewards for employees that went above and beyond
• Contributed feedback for process improvements during weekly meeting with the Quality board and upper management
• Reviewed all origination files to ensure the customer has been offered the best Confidential program HAMP/NON-HAMP

Confidential, Lewisville, TX

Loss Mitigation Specialist

Responsibilities:

• Evaluated the customer’s financial ability, reason for default, and ability to make payment.
• Recommended and initiating loss mitigation options that are appropriate to the situation. Negotiating and formalize repayment arrangements with customers in foreclosure when appropriate. This includes verifying arrears, formulating terms of repayment, drafting stipulated repayment agreements, and insuring that the initial terms and conditions of the agreement are met.
• Coordinated and facilitate initial loss mitigation efforts with associated departments, foreclosure counsel, investors, and Confidential insurance companies.
• Documented stipulated repayment terms to ensure the agreements can be monitored.
• Completed research when homeowners dispute delinquent amounts owed such as how payments have posted, returned checks, items paid at closing on the HUD statement, recently converted escrow items or ARM adjustments
• Communicated with attorneys on loss mitigation efforts and arrangements.
• Initiated and monitoring research on accounts as required.
• Account information updated through MSP and Excel 2003

Confidential, Irving, TX

Escrow Specialist

Responsibilities:

• Researched tax and insurance issues for escrowed Confidential accounts
• Setup and removing escrow accounts for newly acquired loans
• Reviewed final settlement statements/ HUD1’s for escrow disbursements to verify payments have been received from the title company from closing
• Researched legal descriptions to verify if they are updated with the county records so taxes can accurately be paid
• Requested refunds from insurance companies or tax collectors for overpayments
• Handled delinquent tax and insurance requests.

Confidential

Call Center Customer Service Manager

Responsibilities:

• Assisted Manager and Unit Manager as well as backed up the Trainer as needed
• Managed 25 Bankers
• Managed call handle time, attendance, adherence, sales, and quality assurance for errors and handling calls properly
• Back up for Trainer for new hire or skill training