Hollie K. Email & Phone Number

• Responsible for overseeing and improving Quality Control processes and workflows including QC strategy, establishing department contacts and assisting with internal audit.
• Ensure compliance with guidelines and regulatory requirements
• Develop plans to help the company manage gaps in processes
• Evaluate and manage efficiencies and improvements with the QC process throughout the company
• Act as a liaison with the business areas to ensure all necessary QC is being completed as required
• Provide training, coaching and guidance to other departments as needed

Hampshire, Illinois

• Perform routine retail loan servicing function and relied upon to handle more difficult service requests including research and investigation independently and accurately.
• Enter balanced transaction to customer accounts and research to resolve irregular transactions and GL’s
• Assist the retail staff with training new team members and work as a back up to the supervisor to oversee the daily production as needed
• Complete yearly file audit to comply with regulatory standards
• Review procedures to identify gaps and update regularly to ensure standardization, and create new procedures when necessary
• Perform quality checks for accuracy and provide feedback to the team as well as leadership to advise of trends and opportunities

Hampshire, Illinois

• Responsible for post-closing tasks related to retail, mortgage and small business loan servicing.
• Review new loan documentation for completeness and accuracy prior to entering the loan on to the core system
• Quality check for accuracy as well as ensuring policy and regulatory compliance requirements are met
• Handle post-closing tasks such as paid loan processing, research, maintenance, account reconciliation and Freddie Mac/Fannie Mae servicing functions
• Service incoming lender and customer phone requests
• Provide resolution and or follow-up to lender workflow requests submitted internally

Elgin, Illinois

• Validate Controls that are in place to ensure accuracy and consistency across multiple lines of business.
• Recommend potential solutions when gaps are found during reviews of procedures and checklists.
• Generate detailed reporting to ensure that all Compliance training is completed on time.
• Attend and participate in the RCSA control and evidence discussions.

Elgin, Illinois

• Monitored interactions to validate adherence to regulations, policies and procedures and professional conduct.
• Provided training and coaching to develop and motivate 6-10 peers
• Created procedures where gaps exist to ensure alignment and standardization on the team
• Consistently exceeded in productivity and accuracy standards, achieving awards and consistent with high performance ratings of Meets + and Exceeds expectations
• Delivered additional support by producing various reporting such as: Monthly Key Drivers, Daily Quality Assurance Reporting, Accuracy, Reconsideration and Production Reports

Elgin, Illinois

• Assisted multiple Customers daily with their accounts and educated them on all the available options to improve their financial situation.
• Utilized tools to skip trace i.e. Lexis Nexis, White Pages, Star Instant Image
• Co-Captain and mentor to 15 of my peers. Responsible for communicating policy changes or updates to ensure consistency.

Elgin, Illinois

• Assisted Customers who suspected fraudulent activity on their accounts by pending and or closing the accounts for investigation.
• Verified the legitimacy of suspicious transactions with the purpose of reducing fraud losses
• Communicated with merchants and branches with the purpose of detecting fraud or providing authorizations at the point of sale.

Elgin, Illinois

• Entered payments, address changes and List Data Entry with a high degree of accuracy to ensure Customer’s payments post to their accounts correctly.
• Data Entry: 10 Key, completed address changes and List Data Entry.
• Managed machine and manual operation for mail sorting (Opex 50/51, Opex IEM, 40 Sorter and Eagle).
• Quality checked and Reconciled completed totes that were ready to be sent to the bank for deposit.