Accomplished and energetic Team Lead with a solid history of achievement in Quality, Audit, Auto Finance and
Mortgage Banking. Motivated leader with strong organizational and prioritization abilities. Areas of expertise include
business management, training, analytics and team building.
06/2013 to Current
Team Lead Sr. Quality SpecialistCHASE BANK － Phoenix, AZ
Asses risks and controls and develop solutions with management that enhance the overall control environment to maximize the customer experience while ensuring adherence to critical policies, procedures, and regulations in through written communication in Mortgage Banking Support management with daily team quality control, skill development and coaching Lead trainer for the department, which includes in the development of job aids, training materials, tools & resources while facilitating quality training and learning sessions Collaborate with management on projects that educate the team throughout the year in categories such as Regulations and Compliance, Policy and Procedures and Code of Conduct Responsible for responding to disputes and inquiries from various LOB's Maintain a detail analysis of errors located through raw data for informational and audit purposes Identifying areas of opportunity and procedure gaps for the team and presenting materials surrounding this information Identify individual & team trends that are socialized to mitigate errors made by the team, and in turn, the data and results we provide to the business partners Hold regular calibrations and update meetings with the team and business partners to provide information surrounding processes, initiatives and answering questions Perform evaluations on Mortgage Banking employee's to ensure adherence to policy, procedures and control requirements as prescribed by the business and regulatory bodies Formulate, document and maintain quality control standards, on-going quality control objectives and procedures Evaluates risks in function processes and effectiveness of controls through daily execution of written communication quality reviews Perform quality control audits to assess employee accuracy and process performance Analyzes trends & top opportunities from audits, proactively researches results and follows through on making suggestions for efficiency improvements to policies and processes.
03/2012 to 06/2013
Pre Fund AnalystCHASE BANK － Phoenix, AZ
Assisted in creating a special audit team that ensured quality through the Consumer Direct Funding department Reconciled the HUD-1 to verify that all the information included in the document corresponded accurately with CLOSR Worked closely with management and Closers to ensure funding of the loan Worked with national vendors to resolve issues found on the HUD-1 Reviewed a minimum of six HUDS per hour with 97% accuracy Consistently exceeded the standards and had 99% accuracy from Quality Assurance Trained new hires on systems and procedures SME and lead point of contact for the team Created pipelines for team members and regulated the productivity of the team.
08/2011 to 03/2012
Consumer Loan SpecialistCHASE BANK － Phoenix, AZ
Verified all critical closing documents were uploaded in CLOSR Funded loans through CLOSR Communicated with national vendors through RealEC to request specific documents Verified the accuracy and completion of the information in the closing package before the loan was funded to ensure that our company was following regulatory as well as Chase compliance guidelines Maintained and created reports on a daily basis for my team on loans closing within 30 days to verify rate lock percentage and dates.
04/2007 to 08/2011
Operation SpecialistCHASE BANK － Phoenix, AZ
Worked in an inbound call center for the National Recovery Group in CHASE Auto Finance Handled numerous processing functions such as dealer warranty contract entry, submitted title and lien releases, updated credit reports, and sent correspondence to customers on their account status Assisted in training employees Consistently met the requirements for job performance, which entailed taking 150 calls per day under 2:00 minutes to resolve complicated customer account issues Worked with our legal collections department on setting up customer account information Handled numerous customer service functions such as transferring calls, taking payments over the phone, providing and uploading loan documents, escalating complaints and answering customer inquires by phone.
High School DiplomaSouth Pointe High School － Phoenix, AZ
2015 Consumer & Community Banking FiveKey Recognition Q1-2015:Exceed Expectation Q2-2015:Exceed Expectations and Building Lasting Relationships Q3-2015:Exceed Expectations Affiliations Culture Council 'Mortgage Banking Innovation Stream'- Member since January 2015 A business resource group that delivers a meaningful, impactful and consistent experience for employees and customers.
Adelante-Member since August 2013 A business resource group that fosters an environment of diversity by empowering Hispanic and Latino employees to identify and pursue opportunities for career development and community involvement while promoting retention.
Banking, call center, closing, coaching, credit, customer service, training employees, Staff Development & Training, Finance, Leadership, Team-building, legal, materials, meetings, 97, policies, presenting, processes, Project Management, quality, quality control, Quality Assurance, Strategic, Supervision, phone, trainer, training materials, Verbal Communication Skills, Excellent Written, written communication, written communication