Alexandra Chambers Email and Phone Number

Professional executive leading an effective quality control program and providing quality control services to the Guaranteed Rate Family of brands which is comprised of fifteen entities. The quality control department has consisted of as many as 130 associates performing various leadership, audit, and business analytic functions. Quality control provides an independent assessment of credit and operational risk for the organization by maintaining a Quality Control Plan designed to ensure the highest quality lending product for the entities we support. Executive summaries are produced routinely, and results are communicated to the Board of Directors, Operations Leadership, and Investors as applicable. Consistently monitor defect trends, fraud trends, and loan sampling strategies to ensure that we are appropriately testing our control environment and developing effective action plans. • In Q1 2022 Quality Control participated in Fannie Mae’s Mortgage Origination Risk Assessment (MORA) examination which concluded with no findings issued• Developed a comprehensive FHA Default Monitoring Program which has been instrumental in educating all levels of Executive Leadership on HUD’s Compare Ratio and Early Payment Default metrics• Successfully navigated two large acquisitions in 2021: Stearns Lending and Owning• Developed a comprehensive Road Map for 2021 and 2022 that lead to transformational changes for quality controlKey Accomplishments in 2021 include:• Developed a simplified and transparent performance bonus plan for Auditors• Established a Governance Team within Quality Control to drive accuracy and accountability• Implemented a robust FHA 203K audit process• Increased response rate and curative activity from Operations as it relates to identified defects• Created and implemented several policy and procedure documents• Revised the defect definition framework to align with industry standards• Created tracking for all Fraud and Self-Report referrals

Manage a team of 10 credit eligibility underwriters, 1 team lead and 1 non-standard review technician. Oversee all performance metrics to ensure established production and quality goals are achieved. Facilitate regular coaching and feedback sessions with all direct reports. Effectively contribute to the department’s strategy by embracing and championing Agile principles and focusing on continuous improvement. Partner with Credit Policy, internal Mortgage Fraud Program and second line quality control to ensure eligibility testing methodologies align with Fannie Mae’s risk appetite.• Achieved the highest accuracy rate (96.14%) out of six teams within the Loan Quality Center while exceeding production goals in 2019.• Proactively engaged in a cross-functional effort assembled to improve career progression opportunities. Individual contribution to the effort included drafting and presenting the problem statement and project plan to Senior Leaders.• Co-created a standardized UW Scorecard using Power BI which facilitated a change in leadership philosophy. UW were asked to drive their monthly performance conversations by presenting the scorecard and highlighting impediments and successes. Standardization of the Scorecard promoted consistency; automation of the Scorecard increased capacity at the Manager level (of approximately 3 hours per month per Manager).• Completed in depth analysis of appraisal review process and referrals to internal valuations team. Implemented controls to reduce the number of invalid referrals which resulted in re-allocation of one FTE. • Performed extensive review of department’s error rate specifically attributed to self-reported loans. Resulted in lengthy calibration efforts with QC and performance overlay framework. • Managed a specialized problem-solving team in addition to regular duties. We identified potential areas of improvement and managed the process through to the business impact statement.

Oversee credit policy, credit analytics and risk management, identify and implement opportunities to improve credit policy, evaluate and act on emerging trends, and proactively identify and escalate credit and operational risk. • Support the organization on matters of understanding and interpreting credit policy (Caliber's as well as GSE / agency guides) • Initiate and lead efforts to address credit policy adjustments while securing organizational buy-in or awareness • Oversight of loan product development initiatives and change control to ensure appropriate credit policy alignment • Develop and monitor score-carding and reporting to evaluate credit quality, risk and loan performance across all pertinent dimensions • Utilize data analytics to understand performance drivers and root cause of issues, leading to actionable recommendations • Keep abreast of industry trends and developments in order to escalate potential risks or opportunities • Own and drive a variety of credit and operational focused improvement projects • Establish strong working relationships and communication routines with cross-functional partners Current Projects• Performing credit and operational risk assessment of Caliber's Single Loan Exception Policy• Managing implementation of Disaster Inspection Policy including creating operational definitions for all GSE, Insurer and Investor requirements; assessing effectiveness of operational controls; creating process maps; creating control inventories and performing Failure Modes and Effects Analysis• Completed Appraisal Quality Risk Assessment

Managed teams of experienced Quality Control Underwriters including work assignments, monitoring Service Level Agreements, monitoring quality and performance metrics, scheduling, time off requests, performance reviews, career development, team meetings.• Reduced FTE by 50% and reduced costs by 33% by implementing process improvements with no impact to deliverables or quality.• Remediated four MORA findings inherited from 2015 audit and experienced no audit findings since.• Experienced 100% Associate Engagement and Manager NPS score two years in a row.• Provided Quality Control with Vendor relationships by reviewing and approving contracts along with directly managing Quality Control Vendor Manager who monitors all performance and economic metrics. • Built a strong relationship with Fannie Mae during monthly quality control exchanges, used strong industry knowledge to address any potential post- close quality issues.• Approved all referrals to Capital One Fraud and Ethics and Quality Control results distributed to Senior Leaders and Fannie Mae and OCC.• Reviewed and approved all Quality Control process related binder documents including Process Overview, Swimlane, FMEA, CTQ and CIP directly overseeing Process Manager.• Reconciled and managed all controls and controls testing being responsible for all Investor, Insurer, State and Federal requirements assigned to Quality Control Process.

Managed Fannie Mae and FHA requirements including receiving and vetting all updates to requirements, presenting updates to affected business partners via change management protocol within Capital One.• Assessed applicability of requirements to internal Processes acting as key advisor to business partners as it related to development of controls and controls testing, advised Senior Leaders in regards to credit decisions and credit policy updates.• Advised of all control gaps by managing all FHA 4000.1 requirement updates.• Partnered and advised on appropriate training for Sales and Operations.

Underwrote FHA/VA/USDA and Jumbo loans for the bank managing a team of Underwriters. Managed all Quality Control functions for Loan Production. • Managed bank pipeline ensuring turnaround times were met.• Assisted with the development of branded company guidelines.• Established pre-funding Quality Assurance processes for the Bank.

Approved, managed and monitored lending authority for 100+ underwriters in three fulfillment sites.• Developed curriculum, managed training certification process and testing mechanisms used to determine lending authority for all levels of underwriting including FHA and VA in Retail, Direct and Home Equity Lending Channels.• Identified training needs and recommended mentoring programs based on certification test results.• Conducted various training classes including income, appraisal, FHA and various process changes.• Acted as FHA Connection Administrator and VA Point of Contact/Admin for Capital One Home Loans and as Underwriting and Income Subject Matter Expert for Credit Administration.• Developed and implemented an Underwriting Help Desk to service three Fulfillment Sites including process mapping, defining service level agreements, telephony solutions, determining capacity requirements and basic skill set requirements.• Developed targeted job fit questions and test cases to screen candidates applying for underwriting roles.• Implemented income analysis “best practices” across Mortgage and Home Equity Origination Channels.