Worked closely with Mortgage Loan Originators, Senior Underwriters, and Closers to underwrite conventional mortgage loans: review and analyze credit reports, income and assets, collateral, fraud prevention tools and other applicable documentation as required to render a loan decision ensuring compliance with Homepoint and investor guidelines.▪ Clear/set conditions to ensure lending guidelines are met ▪ Manage the Clear to Close process between the Originator, UW CTC, and the Closing department▪ Analyze documentation received from Loan Originators for acceptability and submit changes through Homepoint system▪ Render loan decisions on behalf of Homepoint based on all applicable documentation and research

Working within the Customer Advocacy Group (CAD): independently resolve or coordinate resolutions to escalated/sensitive customer service and compliance issues related to products, terms, conditions, legal, and ethical matters – including identity theft and bank remediations.▪ Conduct supervisory-level investigative steps to fully identify issues, processing complex transactions (both monetary and non-monetary actions) to reach resolutions▪ Served as a subject matter expert on all banking products and services to fulfill one-call resolution goals and remediate customer experience▪ Resolve and document customer complaints via case creation using the case management system, Escalation Issues Tracking System (EITS)

Working within the West Region Employee Benefits Production Analytics and Underwriting team: analyze data and create financial deliverables for current and prospective clients with benefit programs. Editor on regional newsletter publication.▪ Perform technical analysis of group insurance contracts and financial arrangements▪ Market review analysis, benchmarking, renewal rate and funding projections/modeling including end-to-end RFP process▪ Prepare carrier and client written correspondence such as carrier renewal confirmation letters and client renewal letters▪ Independently write client facing Executive Summaries that provides observations and findings; suggest recommendationsand next steps for review by Analytical Team Lead, Producer, or account manager ▪ Deliverables include financial and contractual analysis, claims utilization analysis and modeling, renewal projection and premium rate analysis and modeling

Working within Student Insurance division, manage and improve insurance audit processes, build/test/enhance system applications/websites, and develop best practice waiver management procedures on behalf of multiple client assignments. ▪ Lead Correspondent managing the Student Insurance Services email inbox ▪ Developed user manuals, operational procedures, and correspondence templates▪ Head of Waiver Site Building: content management, new site creation, testing, business case data issues▪ Comprehensive analysis, conclusions, and recommendations around IT projects and automation initiatives▪ Track, report, and analyze system data to provide informational support, identify trends or areas for process improvement, and ensure compliance standards▪ Work closely with national operations, sales, finance, and IT teams, including ad hoc reporting and relaying conclusions to senior national and field executives▪ Conduct User Acceptance testing prior to go-live, including post regression testing - typically followed by user documentation development ▪ Perform operational tasks and execute on optimization projects improving business processes, procedures, and system performance▪ Key liaison between Students, School Administrators, Sr. Management, and Account Executives resolving unforeseen complex issues while developing future safeguards

Completed 8 month contract with Wells Fargo Insurance Services (Now USI Insurance Services) working within Student Insurance division maintaining insurance audit processes on behalf of multiple client assignments.▪ Lead Correspondent managing Student Insurance Services email inbox▪ Conducted insurance audits utilizing online provider services such as TriZetto and Availity, as well as direct conversations with insurance providers▪ Single-handedly managed appeals▪ Hired on full time with Wells Fargo after successfully completion of temporary contract

Working within CGI’s information technology and business process divisions, provided technical support on key projects for business clients internationally. ▪ Utilizing Microsoft Exchange Server, managed security access, new hire and group email account activation/removals, SAP account management, WebEx, Lync, and domain administration in Active Directory▪ Provided issue resolution utilizing the Cherwell IT Service Management ticket system for network outages, email, security and folder/drive access, laptop and cell phone issues▪ Provided Bomgar remote desktop assistance to better assist with complex technical issues▪ Directed resolutions for major outages and issued system wide broadcast notifications▪ Liaised executive business partners with Networks, Telecommunication, Servers and Database teams and provided periodic updates on issue status and resolution▪ Served as the primary point of contact for major outages with clients in Asia, Europe, North America, and Australia.▪ Provided technical reports regarding access, system status, performance and SLAs▪ Provided quality support on high call volumes with multiple clients▪ Experienced in dynamic and sensitive network setup and troubleshooting▪ Assisted in the Mathews International and Shawk, Inc. company merger consolidating both entities into a single source support system▪ Lead training and development of policies and procedures for work shadowed activities transitioned to Global Shared Service Center in Manila, Philippines▪ Established project timeline and met key milestones, expectations and goals for project team

Working within JP Morgan Chase Risk Division, supported Sr. Management with operations risk and corporate communications projects. ▪ Research and resolve checking, ACH, and credit card disputes ▪ Evaluated fraud and non-fraud account activities including deposit error and temporary credits▪ Analyzed consumer disputes with third-party merchants and fraud/loss initiatives towards resolution▪ Evaluated merchant disputes, discrepancies and unauthorized ACH transactions▪ Processed claims and evaluated disputed transactions▪ Assisted the General Manager as broadcast production Staff Writer within the Employee Engagement and Communications division▪ Assisted in the creation of a network channel to broadcast corporate communications regarding business policies and procedures, executive and department updates, company strategy, and community outreach initiatives▪ Approved and denied customer banking claims▪ Processed write-offs for loss due to fraud based on company policy▪ Worked with videographers to create script dialogue used in the production of web conferences to promote the company brand.▪ Assisted with development of the organization logo▪ Performed extensive research for Inventory Management issues▪ Provided management reports processing, reports and email correspondents▪ Assisted in onboarding and training of new hires▪ Received employee recognition for working cross functionally, exceeding metrics, and assisting new hires in company open chat workshops

▪ Participated in the department’s strategic team initiatives for collection on delinquent accounts▪ Processed all levels of delinquent credit accounts and gathered information via skip trace▪ Awarded top collector bonuses for exceeding department goals of company strategic teams▪ Recognized as a top collector by Sr. Management

Crisis Care Center - administratively supported patients experiencing mental illnesses.▪ Performed patient intake and registry, prepared medical records▪ Liaison between physicians, caseworkers, and nurses to provide patient information and direction▪ Coordinate with financial specialist on complex issues

Crisis Care Center - administratively supported patients experiencing mental illnesses. ▪ Responsible for inputting physician and nursing data into financial system and databases▪ Provided external referral services and support to law enforcement and persons contacting the center for assistance▪ Controlled main phone switch▪ Awarded company wide honors for Outstanding Teamwork for putting teammates first and adjusting responsibilities to meet business needs.

Safe Haven, Homeless Transitional Shelter - Duties included enforcing unit rules and policies, conducting weekly meetings, supportive therapy, extensive and detailed documentation, inventory, medication administration/upkeep, and other standard office duties.

Supervised children experiencing mental illnesses and other behavioral challenges. Duties included, but were not limited to, assisting with overall welfare, developing independent life skills/social skills, hand-over-hand assistance, daily documentation, enforcement of treatment plan goals, organize activities, encourage structured routines, train new members at multiple locations, and other miscellaneous duties.

As an Administrative Assistant with RE/MAX Unlimited, provided team support with the following initiatives.▪ Performed bank deposits and assisted realtors with MLS listings, property management, inspections, and payment collection▪ Responsible for maintaining office operations including clerical, computer network and other miscellaneous duties