Results driven Business Management Professional, with more than 10 years of work experience in the Financial Services Industry, a proven track record within customer service, sales, collection, consumer credit as well as project management; persuasive leader with exceptional creative and team building skills; excellent record in problem identification/creative solutions; resolution of customer issues, people management, and strong organizational skills. Key strength includes through knowledge of Mortgage documents, regulatory guidelines, Operation Analysis, Material and Capacity Resource Planning, Business Operations and Operations Strategy.
Quality Assurance Auditor, 10/2012 to Current Nationstar Mortgage – IRVING, TX
Define current process flows within various departments that are audited by reviewing current policies and procedures for applicability.
Review core business processes for compliance to all applicable company, state and regulatory guidelines as well as internal Servicing & Default policies.
Performed audits the following business areas: Mortgage Payments Processing, Claims, Suspense Funds, Escrow, Origination, Lien Release, HELOC, CFPB, ARM, GNMA and Service Transfers.
Define current process flows within the department being audited - review current policies and procedures for applicability Obtain all pertinent supporting reports, documentation and ancillary materials to conduct testing of policies and procedures in place Conduct tests of all critical processes within department Assimilate test results into a comprehensive report for Executive Management Conduct preliminary meetings with senior management to arrive at consensus of findings for final report.
Quality Analyst, 09/2010 to 10/2012 JP MORGAN CHASE – ARLINGTON, TX
Operational Risk & Control - Default Execution) Completed internal reviews with documented findings and assist with reviewing Collections & Default lines of business Global Control Self-Assessment (CSA) controls to ensure risks are accurately identified with associated controls to mitigate the risks.
Work closely with Collections & Default business units and external business partners located in multiple sites and in various levels of management.
Performed audits the following business areas
Reviewed files, records and other documents to obtain information and respond to requests.
Loss Mitigation Specialist, 02/2007 to 09/2010 Citigroup – IRVING, TX
Coordinated and facilitated initial loss mitigation efforts with associated departments, foreclosure counsel, and investors as well as communicate with attorneys on efforts and arrangements by pre-qualifying and placing customers on work-out plans such as reinstatements, payoffs, modifications, payment plans, and short sales.
Answered inbound calls and made outbound calls on seriously delinquent accounts in foreclosure or loss mitigation to make contact and determine necessary actions.
Corresponded with customers, brokers, title companies and attorneys in order to facilitate delinquency and problem resolution through contact attempt, consultation, research and collection efforts.
Reviewed high risk, severely delinquent portfolios and high visibility accounts for Loss Mitigation opportunities.
Gathered information, documentation analysis, and file preparation/maintenance.
Responsible for problem-resolution on accounts in foreclosure and loss mitigation with regard to customer issues in negotiating, collecting, and posting of funds, customer service issues, and investor issues.
Assistant Branch Manager, 01/2003 to 02/2007 The Bank of New York – GREENLAWN, NY
Assisted the Branch Manager in various aspects of branch management to ensure the efficient and effective operation of the branch; participated with the Branch Manager in establishing specific goals for the office; ensured office compliance with all operating policies and procedures; directly supervised assigned personnel; communicated with appropriate personnel; provided periodic reports.
Managed daily activities of the branch, including the supervision of the teller and personal banking staff.
Monitored performance, appearance, and compliance in accordance with company guidelines.
Managed the branch's internal sales efforts while ensuring the operational integrity of the branch.
Monitored and reviewed the set-up process for new accounts.
Resolved operational and compliance issues.
Team Leader/Supervisor, 01/2001 to 12/2002 CBIZ RETIREMENT SERVICES, INC – SYOSSET, NY
Effectively led, coached, and developed a team of 9-12 members in ensuring department deliverables and due diligence of 401K and other loans.
Processed payroll contributions, employer contribution and Loan repayment in to payroll file consisting of the previous payroll.
Entered and printed out the loan ledger from Trust mark for each participant's loan history.
Worked on Post rollover contributions, rolling money in to a plan from another plan and contributing with tax code.
Transferred all files from Brokerage house, price data and import previous trade activity.
Allocated dividends to participant's accounts across plans.
Performed cash unit reconciliation from brokerage house and compare to an internal ledger.
Researched out of balance conditions and take appropriate action to solve the problems.
High School Diploma: 6 1997 Walt Whitman High School - Huntington, NY
1 2001 Suffolk County Community College - Brentwood, NY
BS: Business Administration, 5 2015 Columbia Southern University - Orange Beach, AL Business Administration