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Business Control Analyst Resume Example

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BUSINESS CONTROL ANALYST
Summary
Experienced professional with diversified and progressive years within commercial and residential lending industries. Poised to leverage skills and experience to transition to a new position in which abilities can be exemplified. Enthusiastic Customer Service Representative who follows policies and procedures, while offering a friendly customer environment.
Highlights
Calyx Point, Modification Database, MS Word, Excel, PowerPoint, Access, Outlook




  • Team player
  • Strong work ethic
  • Organized
  • Friendly
  • Excellent communication skills
  • Exceptional customer service
Experience
Business Control Analyst03/2012 to 09/2014BANK OF AMERICA CORPORATIONDallas, TX
  • Provide analytical support within an internal control environment.
  • Income analysis and documentation review.
  • Comprehensive knowledge of underwriting guidelines and restrictions for conventional and government-insured loan programs for both conforming and nonconforming mortgages.
  • Set trial or permanent modification in system in accordance to servicing agreement and delegation status; submit to investors for approval.
  • Resolve all modification-related escalated customer issues.
  • Key Contributions: Utilized best judgment to customize each modification according to analysis; maintained regular contact with investors to ensure process is carried out in timely manner.
  • Keep abreast of changes to policies and procedures triggered by shifts in market and demand.
Quality Control Auditor/Sr. Loan Processor01/2005 to 01/2011WYATT FINANCIAL SERVICESDallas, TX
  • Examined residential loan documentation for accuracy, completeness, and compliance with appropriate company and secondary market investor standards.
  • Evaluated credit decisions for accuracy based upon established risk parameters and in accordance with policy, program, and product guidelines.
  • Provided feedback to business partners as appropriate.
  • Responsible for examining several different types of lending (conventional, government-backed, home equity, etc.).
  • Reviewed Housing Urban Developments (HUD) for accuracy to ensure smooth closing.
  • Executed External Audit Response, Remediation, Business and Governance teams to ensure testing is aligned with key areas of focus.
  • Assists with fraud detection and prevention.
  • Key Contributions: Managed a team of 5 employees.
  • Handled customer escalations; determine solutions for any irregularities and act on determination to resolve any discrepancies.
Externship01/2004 to 01/2005MILLWOOD HOSPITALDallas, TX
  • Provided individual therapeutic behavior services to multi-family groups.
  • Performed physiological assessments, monitored and.
  • reported on client behavior and progress.
  • Processed notes and discharge summaries.
  • Worked with parents, teachers, and other.
  • authority figures on development and implementation of treatment plans for clients with chemical dependencies.
  • Key Contributions: Assisted in Faith Based intake process for new patients Aided in the facilitation of community health events.
Floor Support/Escalations01/2002 to 01/2005ALLIANCE DATA SYSTEMSDallas, TX
  • Assisted customers with concerns regarding company policies and procedures.
  • Aided representatives with system navigation.
  • Decreased calls escalated to supervisors.
  • Key Contributions: Mentored agents, assisting with escalated calls, technical questions, and workflow or process direction.
  • Work collaboratively with call center supervisors, escalation supervisor, trainers and quality assurance to identify process improvement opportunities, as well as taking the initiative to assist in the implementing of the solutions.
Floor Lead01/2002 to 01/2005THE GAPDallas, TX
  • Supported leadership team in maintaining a positive work environment that ensures both internal and external customer.
  • satisfaction.
  • Executed the business strategy for the store.
  • Managed minimum of 10 employees, and supported them in.
  • achieving overall store earnings by driving top line sales while managing controllable contribution.
  • Handle escalations and customer service issues Exceeded store financial goals daily Ensured employees followed proper procedures.
Education
Bachelor of Arts: Sociology/Speech anf Hearing 1995Henderson State University Arkadelphia , AR, United States
Certification : Psychiatric Assistant/LCDC2004PCI Health Training CenterDallas, TX, United States
Skills
Auditing, business strategy, call center, closing, community health, credit, client, clients, customer satisfaction, Customer Service, Database, direction, Documentation, driving, equity, financial, focus, government, leadership, loan documentation, notes, managing, market, Access, Excel, Outlook, PowerPoint, MS Word, navigation, policies, Presentations, process improvement, Program Planning, progress, Project Management, quality assurance, Reporting, sales, supervisor, treatment plans, Underwriting workflow
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Resume Overview

Companies Worked For:

  • BANK OF AMERICA CORPORATION
  • WYATT FINANCIAL SERVICES
  • MILLWOOD HOSPITAL
  • ALLIANCE DATA SYSTEMS
  • THE GAP

School Attended

  • Henderson State University
  • PCI Health Training Center

Job Titles Held:

  • Business Control Analyst
  • Quality Control Auditor/Sr. Loan Processor
  • Externship
  • Floor Support/Escalations
  • Floor Lead

Degrees

  • Bachelor of Arts : Sociology/Speech anf Hearing 1995
    Certification : Psychiatric Assistant/LCDC 2004

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