Franklin Arriola Email and Phone Number

*Achieved a 95 customer satisfaction rate by promptly addressing concerns, resulting in increasedloyalty and repeat business, driving revenue growth and enhancing brand reputation.*Optimized routes to ensure timely and accurate food deliveries, contributing to a 99 deliveryaccuracy rate. This positively impacted customer satisfaction and loyalty, leading to increasedrepeat business and revenue growth

*Verified eligibility for various loan types, including FHA, VA, and DPA, resulting in a 20 reduction inprocessing time and enhanced operational efficiency.•Identified and resolved discrepancies in 90 of loan applications and supporting documentation,resulting in improved loan quality and reduced risk for the company.•Ensured 100 compliance with underwriting guidelines and regulations, resulting in a 10 increase inloan approval rates and improved overall loan portfolio quality.•Communicated with borrower's, loan officers, underwriters, and other parties involved in the loanprocess to obtain necessary information and documentation pre-underwriting and additionalinformation or clarify details post initial underwrite review.•Analyzed and processed 36 credit reports and appraisals monthly, ensuring accurateassessments of borrower creditworthiness and property value, leading to improved loan approvalrates.•Maintained a 98 accuracy rate in loan file preparation, contributing to a 25 reduction inunderwriting review time and increased loan approval rates.•Ensured strict adherence to regulations, leading to a seamless lending process and enhancedcustomer satisfaction.•Successfully addressed and resolved all issues or discrepancies that arose during the loanprocess, maintaining a 100 accuracy rate and ensuring client satisfaction.•Consistently provided timely updates to all involved parties, resulting in a 20 decrease in loanprocessing time and increased client satisfaction.*Streamlined loan application record-keeping process, resulting in a 15 increase in operationalefficiency and enabling faster access to critical loan information.•Managed a pipeline of loan applications, exceeding processing and closing targets by 10,contributing to improved operational efficiency and bottom-line results.

*Acted as Subject -Matter Expert for retail and cards, leading to the successful analysis andinvestigation of transactional activities, resulting in the prevention of financial crime.*Guided analysts in mastering investigative techniques, internal systems, products, and moneylaundering policy and regulation, leading to a 15 reduction in processing time and a higherdetection rate of suspicious activities.•Compiled comprehensive reports on AML findings, strengthening Citi's ability to proactivelyaddress potential compliance and fraud risks.•Enhanced transparency and informed decision-making by presenting a detailed narrative toSenior Management and Compliance, based on compiled data from investigations.•Improved efficiency by 20 by leading the successful implementation of new products during UAT,enhancing system and process functionality.•Conducted investigations resulting in a 20 reduction in potential compliance breaches, enhancingreputation and trust with regulators.•Cleared and closed a case, recommended and executed further inquiries to the customer orescalated the case to the Financial Investigation Unit (FIU) where they would add to alreadyprepared case disposition.•Consistently met and exceeded SLAs and Quality standards, resulting in 95 reduction incompliance errors, enhancing regulatory adherence and minimizing potential penalties.•Developed and implemented tools to meet regulatory requirements, resulting in a 25 increase inoverall compliance effectiveness and customer satisfaction.

*Performed in-depth analysis of income, credit, asset, and collateral documentation, leading to 15increase in loan approval rates and enhancing overall loan quality for the organization.•Accomplished precise property valuation by scrutinizing residential appraisals, ensuring alignmentwith market value and regulatory standards, thereby enhancing accuracy and reliability ofproperty assessments.•Achieved meticulous loan assessment by deciphering automated underwriting findingsDU, LP, and Proprietary, ensuring fulfillment of requisite conditions pre-closing, thereby expeditingloan approvals and mitigating risks, ensuring seamless transaction closures.*Audited Mortgage transactions and loan files referred from the Loss Mitigation department todetermine if suspicious activity exists, including loan modifications and short sales•Established comprehensive data repository by inputting and managing findings withindepartmental database, facilitating effective data mining for trend and pattern identification,optimizing decision-making processes and enhancing operational efficiency.•Crafted concise and comprehensible review reports, conveying findings effectively to referringparties and internal stakeholders such as Default Servicing, Operations, and•Executed precise and punctual filing of Suspicious Activity Reports (SAR) with FinancialCrimes Enforcement Network (FinCEN) , ensuring meticulous compliance with regulatorystandards and bolstering the institution's anti-money laundering efforts.•Ensured borrower alignment with program/product specifications by meticulously applyingrequisite conditions to Mortgage applications, guaranteeing compliance and bolstering loanquality, thereby enhancing risk management and regulatory adherence.

*Conducted thorough forensic underwriting reviews and audits on aged non-performing loans,bolstering risk assessment and recovery strategies, resulting in improved loan portfolio quality andenhanced mitigation of potential losses.•Ensured adherence to conforming compliance and delivery terms, encompassing product/pricingrestrictions and lender-specific criteria, fostering regulatory compliance and seamless transactionprocessing, thereby enhancing operational efficiency and client satisfaction.•Identified misrepresentations concerning credit, assets, employment, income, collateral, andoccupancy, ensuring data accuracy and integrity, thereby enhancing risk assessment andregulatory compliance in loan processing and minimizing potential liabilities.•Ensured borrower qualification accuracy by meticulously comparing documentation in credit fileswith investor-submitted data, bolstering loan integrity and investor confidence, thereby minimizingdiscrepancies and mitigating risks in Mortgage lending operations.

•Effectively orchestrated communication, rate lock management, and milestone tracking for adiverse portfolio of over 70 loans including HELOCs, FNMA/FHLMC, and Merrill Lynch invested loans,ensuring seamless progress and timely closures, optimizing client satisfaction and operationalefficiency.•Successfully facilitated all 3rd party requests including Revocable Living Trusts, Title documents,leading to a 15% decrease in document processing time.•Collaborated with internal and external parties to meet or exceed service level agreements (SLA)for loan processing turnaround time, resulting in improved operational efficiency and customersatisfaction.•Condo/Co-Op Project documents, ensuring comprehensive documentation for seamlesstransaction processing and regulatory compliance, enhancing operational effectiveness.*Ensured accuracy and compliance of all received documents, including executed initial packagesand 3rd-party documents, through meticulous review, safeguarding against errors and enhancingregulatory adherence, thereby fortifying the integrity of loan processing operations.•Advanced files to underwriting following comprehensive review, ensuring meticulous scrutiny andadherence to standards, expediting loan processing and enhancing efficiency, thereby facilitatingtimely decision-making and seamless progression through the underwriting process.•Facilitated seamless communication among stakeholders, including customers, internal staff,Realtors, counsel, and title companies, ensuring prompt resolution of inquiries, problem-solving,and acquisition of requisite documentation, resulting in efficient file completion and heightenedclient satisfaction

*Managed end to end processing of FHA/VA loans from application registration to closing, ensuringmeticulous attention to detail and adherence to regulatory guidelines, resulting in expedited loanapprovals and seamless transaction closures, enhancing client satisfaction and operationalefficiency.•Secured title commitments, appraisals, case numbers, payoff demand statements, and floodcertifications, ensuring comprehensive documentation for loan processing, expediting approvals,and enhancing regulatory compliance, resulting in streamlined operations and client satisfaction.•Solicited income, asset, and self-employment documentation tailored to FHA/VA loan type andborrower profile, ensuring accurate assessment and approval, expediting loan processing andenhancing compliance, thereby facilitating seamless lending experiences and client satisfaction.•Initiated frequent phone interactions with borrowers, resulting in improved client satisfaction,streamlined documentation collection, and a 15% reduction in loan processing time.•FHA/VA representatives, and Mortgage lenders' customer service, fostering efficientcommunication, problem-solving, and collaboration, resulting in streamlined processes andenhanced customer satisfaction across Mortgage transactions.•Produced Mortgage Credit Analysis Worksheets and FHA/VA Refinance Worksheets, ensuringthorough assessment and compliance, expediting loan processing and approvals, resulting inaccurate financial evaluations and seamless refinancing transactions, enhancing clientsatisfaction and operational efficiency.

*Assistance Programs like SHIP and FHOP, fostering community engagement and homeownershipeducation, resulting in increased awareness and participation, and ultimately, mitigatingforeclosure risks and facilitating affordable homeownership.•Thoroughly scrutinized Mortgage aspects including deeds of trust, notes, HUD-1, and borrower signed documents, ensuring accuracy and compliance, resulting in robust risk assessment andregulatory adherence, thus fortifying loan integrity and minimizing potential liabilities.•Expedited processing and underwriting of income, VOE, and VOR for City of JacksonvilleFHOP program files, facilitating access to 8,000 Tax Credit, ensuring swift eligibility determinationand enhancing homeownership opportunities, thus fostering community development andfinancial empowerment.•Effectively oversaw multiple units in business operations, maintaining control over a pipeline ofover 300 files, ensuring efficient workflow management and timely processing, resulting inoptimized operations and heightened productivity across units.•Optimized file intake process for new clients, enhancing efficiency and reducing turnaround time,resulting in smoother onboarding experiences and improved client satisfaction, thereby fosteringstronger client relationships and facilitating business growth.•Empowered clients to navigate and secure optimal resolution options aligned with their financialand credit circumstances through comprehensive education and guidance, fostering informeddecision-making and enhancing client satisfaction and financial well - being.•Enhanced operational efficiency and risk management by meticulously reviewing financialstatements, ratios, and credit reports, employing robust fraud detection techniques, andconducting compliance reviews. Provided mentorship, training, and performance feedback tojunior staff, fostering skill development and ensuring regulatory compliance, thus elevating teameffectiveness

*Enhanced investment quality and broker relationships through thorough risk evaluations andcollateral reviews, ensuring robust pipeline coordination. Resulted in strengthened investmentportfolios and fortified partnerships, optimizing profitability and mitigating risks in a dynamicmarket environment.•Independently conducted thorough evaluations of complex, high-risk Mortgage loan applications,ensuring meticulous scrutiny and accuracy. Resulted in precise risk assessment and informeddecision-making, contributing to sound lending practices and minimizing potential liabilities.•Expertly reviewed and analyzed special conditions, loan deficiencies, and exception requests,facilitating informed decision-making. Resulted in efficient resolution of issues, ensuringcompliance and optimizing loan processing, thereby enhancing operational effectiveness andclient satisfaction.•Effectively managed five Account Executive loan pipelines exceeding $25 million as a processor,ensuring smooth workflow and timely processing. Resulted in optimized productivity andsuccessful loan closings, contributing to increased revenue and client satisfaction.•Cultivated professional, ethical, and courteous relationships with internal and external customers.Resulted in enhanced collaboration, trust, and satisfaction, fostering a positive work environmentand bolstering client loyalty and retention.•Provided expert guidance and addressed underwriting inquiries for both internal and externalstakeholders. Resulted in informed decision-making, streamlined processes, and strengthenedrelationships, optimizing collaboration and achieving client satisfaction and operational efficiency.•Forged and nurtured strong relationships with Mortgage brokers to drive Mortgage loanorigination. Resulted in increased loan volume and expanded market presence, enhancingbusiness growth and profitability through sustained broker partnerships and client referrals.

*Resolved delinquent accounts and recovered unpaid balances by contacting customers,adhering to company policies, and establishing payment schedules. Resulted in improvedaccount status, reduced charge-offs, and enhanced financial recovery, optimizing debt collectionprocesses and customer satisfaction.•Confirmed payments, negotiated arrangements, and meticulously documented account detailson the computer, resolving discrepancies. Resulted in streamlined payment processes, accuraterecords, and efficient resolution of account issues, enhancing customer satisfaction andoperational effectiveness in financial management.•Executed after-call work-related requests accurately and promptly, ensuring seamlessprocessing. Resulted in enhanced efficiency, timely task completion, and superior customerservice delivery, optimizing overall call center operations and client satisfaction.•Implemented compliant loan workout techniques, including proactive monitoring and solicitationof 30, 60, and 90-day accounts, foreclosure, and bankruptcy cases. Resulted in improved loanrecovery rates, reduced delinquencies, and strengthened asset management, optimizing financialperformance and mitigating risks.•Generated and maintained comprehensive monthly reports and spreadsheets tracking loanworkout function and progress. Resulted in enhanced data visibility, informed decision-making,and improved workflow efficiency, facilitating strategic planning and optimizing loanmanagement processes.•Engaged mortgagors via phone to gather financial details and identify suitable workout packagesaligned with their financial status and investor guidelines. Resulted in tailored solutions, improvedborrower 'satisfaction, and enhanced adherence to regulatory standards, optimizing loanresolution outcomes.

Directed the movement and spotting of aircraft ashore and afloat; operated, maintained, and performed organizational maintenance on group-handling equipment used for moving and hoisting of aircraft ashore and afloat; Supervised securing of aircraft and equipment; performed crash rescue, firefighting, crash removal, and damage control duties; in connection with launching and recovery of aircraft. Trained and supervised a crew of 7 on everyday activities including safety, driving techniques and maintenance.