TECHNICAL SKILLS

Applications used: Microsoft Office Suite, HP Quality Center, Visio, SharePoint, Cognos, Adobe Acrobat, QuickBooks Pro, Photoshop, SnagIt, NICE system, Gateway, AS400, etc.

Qualities: Leadership abilities; confident, motivational trainer with support, proven project management strengths; excellent research capabilities, and implemented process improvement skills. Subject matter expert in Loss Mitigation and Collection areas. Have experience in Tele - commuting, travel and in the virtual team experience.

PROFESSIONAL EXPERIENCE

Confidential

Technical Writer

Responsibilities:

• Assisted technology with issues in varied systems for letter installation.
• Worked with the management team to update/maintain current manuals in the established writing style with a goal of 6 - 8 weeks turn-around time for updates.
• Kept history files of work performed. Worked with supervisor to coordinate publication of manuals/large projects (including hard copy and database distribution).
• Managed documentation projects; followed assigned projects to completion.
• Gathered information by conducting interviews with subject matter experts, compliance and legal.
• Many implemented ideas including creating and maintaining a spreadsheet history of all letters that were completed, also came up with idea for spreadsheet for all variable fields in the letters.
• Taught staff on how to create fillable .pdf forms.
• Coordinated projects with IT staff to ensure quality, timeliness and efficiency of all intended implementation of letters across loan servicing, collections, customer service, escrow, etc.
• Manage mailbox of new and revised letter requests.
• Constant communication between departments to maintain versions and be audit-ready.
• Facilitated meetings for incoming requests and for implementation tracking of letters.
• Acted as a liaison to Corporate Compliance, Legal, Business Partners and other Subject Matter Experts in order to discuss flow of processes and identifying gaps.
• Made recommendations for change by using discretion and independent judgments to eliminate company risk and legal exposure.
• Uploaded and maintained Library postings for all letters as well as Table of Contents of all letters for all clients, vendors ad business partners and acquisitions.

Confidential

Quality Analyst

Responsibilities:

• Loss Mitigation department, was responsible for creating reports and findings in an audit environment.
• Provided quality operations analysis as well as administrative procedural support across existing and newly developed sites.
• Knowledge of mortgage servicing systems, investor guidelines, mortgage insurance guidelines and knowledge of workout strategies.
• Completed action plans, created updated procedures and training materials.
• Provided loan reviews and assisted with escalations.
• Created, prepared and conducted quality assurance reviews for management.
• Led team for UAT testing from inception to implementation to assist in inter - departmental communications. Executed test plans and developed test scripts.
• Worked with client to establish and maintain accurate criterion, a consistent test methodology was used to resolve issues during the testing process.
• Ensured the timely delivery of various testing milestones and new process flow charts for the department.
• Communicated all findings to management and vendors in weekly meetings with reports and new process flows.
• Have received awards for distinguishing gaps in procedures and providing process flow charts to expose deficiencies.
• Created and completed call monitoring project using the NICE call monitoring system for a new production site in the Philippines.
• Identified and coached hard and soft skills to ensure the borrower receives a wonderful customer experience .
• Developed the spreadsheet for this process so we could report progress to management with clarity and to ensure all agents were compliant.
• Assisted managers with Performance Management including evaluating agents on performance, communication skills, and attitude.
• Conducted quality control for the Collections, Servicing and Default department to identify deficiencies and gaps before government, corporate and investor audit processes.
• Created ongoing operational risk and control assessments as well as create policies, procedures and action plans to assist and resolve line of business deficiencies.
• Acted as the liaison between several lines of business in order to further bridge gaps.

Confidential

Lien Release Lead

Responsibilities:

• Processed and completed lien releases according to State and County guidelines.
• Utilization of County web - sites to obtain images for completion of lien releases.
• Completed quality-control on documents before sending to County to be recorded.
• Solely responsible for editing documents on our Reject Report that were rejected by the County; processed various private investor releases.
• Completed review and edited rejected releases and sent report of escalated releases to my manager.
• Completed offshore quality control lien release processing, training and SME on template testing.
• Managed Supervisor Queues.
• Completed UAT testing for new software implementation and also testing of new document templates in production.
• Corresponded with short sale and foreclosure departments to receive new business.
• Directed production work flow queues.
• Knowledge of mortgage banking, specifically with VA, FHA, FNMA and FHLMC, as well as conventional loan servicing is second nature.
• Uploaded files to be printed and sent releases to county through e-Recording, also converting files into .xml to upload into our software application to process.
• Facilitated workflow, moving queues based on priority.
• Became the offshore SME and trained offshore associates on software and hardware issues including escalations.
• Utilized recorded macros for our database (AS400LS) to be utilized by all departments within Confidential .