Recent Accomplishments:
I have over 25 years providing excellent customer service.
I have 3 years of recent underwriting experience from Chase. I work with Freddie Mac, Fannie Mae, FHA, Frontline Retail, Loss Mitigation loans and Bankruptcy loans. I am alsothe only one in my department with sign off authority and I review my staff of 13 underwriters’ files as well as maintaining my own pipe of loans daily with a sign off authority of $1 million. During my tenure at Chase, I have received two progressive promotions. I first started as an underwriter, after a month of underwriting 20 loans a day was promoted to training all new hires and after 4 months was promoted to a job coach responsible for training 120 underwriters across the company .I also received top producer and top performer awards for 3 consecutive months during a contest. During my tenure at Chase, I have maintained my department at a 95% quality ratio.

SOFTWARE/SYSTEM SKILLS
Microsoft Office/Word, Excel, Power Point, Publisher
Typing Speed50 wpm
Director/Citrix
Fidelity/MSP
Lender Live, Agent desktop/LPS
CMS, Oracle, Manager Connect
Desktop Underwriter and Loan Processor

Experience:
Confidential,
4/09-5/18/12
Mortgage Underwriter/ Operations Unit Manager (UW)

• Currently manage a staff of 13 Underwriters.
• Responsible for the day to day accurate and timely productions of reports and database along with coordinating the development of the team.
• Underwrite loans daily to keep myself and my team updated with procedure and policy changes.
• Review all of my team loans for accuracy before submitting loan modification terms to QA.
• 100% accuracy of underwrite from staff.
• Work with various Loan Service activities on the enforcement of loan contract terms, maximizing revenues and minimizing losses.
• Set standards for volume and processing time frames.
• Evaluate and resolve high priority and complex problems through communication with staff and if required, provide a negotiation with customers, insurers/guarantors, investors, vendors, attorneys and regulatory agents.
• Evaluate assignment of staff, schedules projects, hiring of new staff while ensuring compliance with Chase policy requirements.
• Excellent written and oral communication and apply that to open door rule, by acting upon an open door policy with staff to ensure they know what their responsibilities and what their expected daily production and goal that is required.
• Open communication with staff leads to a positive working environment and resulting in a higher daily production without the undue stress.
• Display the ability to adapt and well to a changing work environment.
• Underwrite Loss Mitigation loans in default using the MHA program
• Interacted each day with borrowers, attorneys, and third parties via telephone and email, combining collection, negotiation, and customer service skills.
• Performed the following activities; review and analyze borrower documentation to determine income and repayment capacity on self-employed borrowers and other more complex files.
• Review completed files as an Underwriter for quality assurance and policy adherence and provide borrower with a permanent solution.
• Access borrower hardship and analyze housing expenses and determine proper loan resolution.
• Determined the modification recommendation within the system based on income and debt analysis.
• Maintained the responsibility for timely and accurate updates and loan status.
• Worked all investors, including FHA/VA/Freddie Mac/Fannie Mae with Lending authority.
• Provide floor assistance throughout the work day to answer co-workers questions and help improve their productivity.
• Quick learning skills and drive to exceed led to a promotion teaching over 120 Underwriters how to underwrite home loans within the government guidelines and make Chase one of the leading Mortgage firms.
• Reason for leaving; Had to go to FL to take care of ill father, whom as now passed and seeking employment

Confidential,
8/08-03/09
Order Administration Specialist/ Universal Customer Service Agent

• Provided excellent customer service to current accounts and obtained new accounts.
• Process all entry level and secondary level orders within defined queues and using multiple systems accurately and quickly to meet established service levels.
• Resolve problems through research, consulting with internal clients, and identify the appropriate tools for success.
• Creatively resolve customer issues and ensure that customer problems are accurately and completely resolved by using available resources, including on-line systems.
• Thorough understanding of customer service applications, telephone and email systems including but not limited word, outlook, excel applications.
• Demonstrated the ability to interact and cooperate with all co-workers, customers and management.
• Built trust and value of others and communicated effectively, drive execution, foster innovation, focus on the customer and collaborate with others and solve problems creatively and demonstrate high integrity thorough understanding of customer service applications, telephone and email system, including word, excel outlook applications.
• Reason for leaving; Sold home in FL ,made a profit so took time off from the work force

Confidential,
01/08-04/08
Sales Assistance

• Provided excellent customer service to current accounts and obtained new accounts.
• All orders were taken by phone, via imputed in computer and routed to warehouse for picking of produce products to go to the stores.
• Kept personal file on all customers via excel and word.
• Established a good rapport with all customers and co-workers.
• Used knowledge of methods of compiling, organizing and analyzing data for the purpose of maintaining excellent customer service via excel and word software.
• Worked with the staff in the warehouse, assisting in picking produce, and getting pallet ready to ship
• Relocated from SC to FL….

Confidential,
06/04-12-07
Training Specialist II

• Planned, managed, and coordinated the training and the development of staff for 160 employees.
• Developed and organized and taught all the classes pertaining to all training manuals, desk references for all positions, including but not limited to customer service, managing difficult customers, purchasing and all billing accounts, all clerical duties.
• Developed plans to accomplish work load and prioritize and organizing own work.
• Used a large number of computer programs including Microsoft Word, Excel, Publisher, Power Point, Outlook.
• Served as assistant to the Human Resource department, roles included but not limited to, assisting on interviews, grading and selecting new employee, all paperwork involved in the hiring process.
• Provide counseling and consulting with management and employees on a variety of Human Resources issues, such as staffing and selection, equal employment opportunities, affirmative action planning, employee relations issues, and any other issues that may impact the work environment.
• Assisted supervisors to coordinate employee performance process, and job grade.
• Provided all new employee orientation training.
• Researched trends to reverse the large turnover of staff.

Reason for leaving: Relocated to Sarasota, FL due to husbands job