Bushra Zaheer Email & Phone Number

• Work closely with Commercial Operations Supervisor and Policy Operations team to ensure operational SLA's are being met in a cost-effective manner• Responsible for Policy Operations escalations and decision-making authorities• Perform data entry into our processing system• Collect data from potential clients; validate assumptions• Provide analytical insights, deepen stakeholder partnerships, and help set strategic direction• Provide clerical assistance to customer service and underwriting representatives• Assemble a myriad of data points and then centralize them into a product analytics platform• Search and validate new business data via online resources• Create/escalate incidents in ServiceNow; work and redirect to specific department to resolve tickets• Assist Underwriting with Inspections and Footprints Tickets/escalations• Provide training for new hires and/or reinforcement training • Knowledge of policy processing systems and workflows• Strategically identify and drive increased use of data as part of all Commercial business decisions• Run monthly reports out of systems to support audit requirements• Support broader Commercial operation initiatives as needed to increase productivity• Create and analyze various viewpoints & critical KPI measures• Generate points of view, deliver actionable insights tailored to operations team, including senior management• Automate and transform data dependent processes• Establish relationships with internal functional leaders to facilitate prioritization of project flow and deliver to appropriately balanced expectations• Provide guidance and support for operations team resources to execute on project needs as necessary

Bethesda, Maryland, United States

• Communicate with underwriting and Mortgage Consultants to understand the financial situation of the borrower• Calculate income and reviewing tax returns• Worked with Government (FHA, USDA, VA) and Conventional loans• Processing both refinance and purchase loans• Responsible to meet daily, weekly, and monthly production goals• Completed welcome calls for all borrowers• Accurately process and conducted a pre-underwriting review on all loans • Uploaded all required documents for underwriting conditional approval• Directly respond to member inquiries via telephone or email• Effectively communicating with mortgage consultants to coordinate the approval process• Responsible for ensuring proper compliance and adhere to industry regulations and standards• Consistent follow up with borrowers regarding loan status, and provide over the top customer service• Collected & analyzed loan documentation and taken each file from set-up to closing• Review all income/asset documentation, including W2s, paystubs, personal tax returns and other documentation as applicable• Requested VODs, VOEs, VOMs, VORs, tax transcripts, credit supplements, payoffs• Review and analyze fraud reports, homeowner’s insurance, flood certification and flood insurance• Reviewed and analyze Condo questionnaires & governing docs as well as HOA/Condo dues• Organize paperless file in LOS system and complete required tracking fields• Act in a lead capacity and follow-up for missing documentation pertinent to the underwriting decision and closing of the transaction.

Mclean, Virginia, United States

• Provided direct oversight for PPP loan applications review process, including Case Supervisors and Case Specialists.• team tasked with fielding requests from approximately 34,000 lenders for the Federal Reserve Board’s Main Street Lending Program using Salesforce• Manage and provide day-to-day leadership to Case Supervisors engaged in specified project activities, as appropriate to the position• Provide daily operational updates to Operation Managing LeadsMaintain working knowledge of PPP loan application processing criteria and adhere to outlined policies and procedures• Monitor and adjust workload as necessary to ensure timely processing of applications• Ensure Supervisors and Case Specialists maintain the highest standard of quality by performing application review and auditing of work produced prior to application transition to Team Leads• Implement quality control to minimize the need for applications to be returned fresh due to errors• Serve as subject matter expert to Supervisors and Case Specialists as it relates to project guidelines and application evaluation criteria• Provide guidance on exception cases and coordination with policy/process, communications and managing team leads• Work professionally and with due diligence and be expeditious to meet quality and production requirements• Assist in monitoring Case Supervisors performance and adherence to outlined policies and procedures• Served as an associate in escalation point for exception cases• Perform miscellaneous job-related duties as assigned

Bethesda, Maryland, United States

• worked closely with Underwriters for about 2 years, analyzing Credit reports, determining monthly income for Self-employed and salaried borrowers, manual underwriting files using AUS to determine DTI & loan approval• Reviewed documentation and verified files for residential loans, and examined for accuracy and completeness and confirmed that documentation complies with company policies• Evaluated assets and income data, interacted with employers and credit bureaus to cross check information for accuracy, and collected additional information as needed• Managed a monthly pipeline of 45 - 50 loans and trained new hires on current procedures• Inputted and verified loan information in mortgage system: Encompass & Calyx Point• Performed final documentation reviews and packaged and prepared loans for final approval• Communicated daily with internal and external partners, such as, clients, loan originators, underwriters, closers, realtors, and appraisers, to provide exquisite customer service• Up to date on current state and federal regulatory changes impacting consumer lending• Demonstrate working knowledge of federal and state guidelines, regulations such as TRID• Reviewed appraisals for accuracy and property eligibility, ensuring the value is supported by the comparable provided and outside sources obtained through quality control measures.• Analyzed credit reports and addressed any issues that might complicate the approval decision• Ran Desktop Underwriter with updated calculations, appraisal value prior to final approval ensuring both DU and AUS systems match• Ordered and evaluated appraisals, title binder, homeowner’s insurance, and surveys

• Uploaded mortgage loan applications and analyzed files to comply with company's regulations• Successfully processed some of the most challenging loan applications for self-employed applicants, first-time clients, and borrowers with problematic credit histories.• Prepared and submitted Full Documentation loans for underwriting approval• Requested mortgage/rent and bank deposits using Fannie Mae/Freddie Mae forms• Provided consolidation service to clients with any possible discrepancy reported on credit report with all three bureaus• Gathered bankruptcy documents along with any liens and/or judgments reporting• Ordered and evaluated credit reports, appraisals, title work, and homeowner’s Insurance• Requested specified companies to provide property abstract, survey, and appraisal• Operated mortgage software's, such as Calyx Point and Encompass• Submitted loan to underwriting for pre-approval after detail review of each file• Handled conventional, FHA, VA, and some commercial loans• Requested and evaluated income docs: paystubs, W-2's, tax returns and other financial statements• Composed and dispatched approval or denial notices to applicants• Manage office work schedules/hours through outlook calendar

• Used mortgage software system, Encompass, to upload loan applications• Implemented welcome calls and collected application fees for qualified loans• Worked with residential, commercial mortgages as well as FHA and conventional loans• Verified employment, rent/mortgage and bank deposits using correct forms and authorization• Requested and evaluated homeowner’s insurance, appraisals, and title binders• Verified, complied, and reviewed 1008’s, 1003’s, GFE, TIL and other disclosures• Organized and arranged orientations and provided training for trainees• Assembled and maintained loan files in accordance with standard policies• Requested credit reports, required verifications, and private mortgage insurance• Obtain and compile copies of loan applicants, credit histories, financial statements• Compose routine letters and biweekly/monthly/annual reports, prepared through MS PowerPoint• In charge of maintaining filing systems, along with verifying appointments• Analyze the business demands and prepare reports that meets the business plans• Provided daily updates to clients, originators, realtors, attorneys, closers, and underwriters

Bachelor Of Business Administration (B.B.A.), Business Administration, Management And Operations

Master'S Degree, Management Information Systems, General