Lisa Chavez Email and Phone Number

Monitored performance metrics such as average days past due and percentage ofcurrent balances collected.Responded promptly and professionally to customer inquiries regarding their accounts.Utilized various software tools such as Microsoft Excel and Access, SAP FICO and Oracledatabases for data analysis purposes.Conducted detailed account audits to identify discrepancies and resolve billing issues.Performed reconciliation of accounts to ensure accurate billing and collections records.

Reviewed existing content to identify opportunities for improvement or updates.Conducted interviews with subject matter experts to obtain relevant information.Performed extensive research prior to writing/editing any procedure.Maintained up-to-date knowledge and compliance with internal policies andprocedures and verified adherence to state and federal laws, rules and regulations.Ensured compliance with all state and federal regulations related to testingmethodologies

Responsible for overseeing and monitoring USAA's Servicing Oversight Program and overall performance through design, development, and ongoing oversight. Follow written risk and compliance policies and procedures. Provide overall support for team members where needed.

Provided project management support for the development and maintain process,procedures and tools.Provided security access via IAM to our 3rd party vendor Assurant as well as teammembers.Completed insurance tracking and property loss payee header setup, identifiedoperational issues and potential concerns.

Mitigated regulatory risks by evaluating loans in accordance with guidelines andregulations.Consulted with legal counsel when necessary to resolve complex issues or disputes.Resolved discrepancies between customer documentation and internal records.Performed periodic reviews of existing loans to ensure continued compliance withestablished policies.Provided guidance on underwriting procedures to junior staff members.

Responsible for managing a pipeline of up to 100 loans to approve or deny short sale applications based on established criteria while maintaining compliance standards set forth by governing agencies.Reviewed loan applications to determine creditworthiness of applicants and analyzedfinancial information such as income, assets, liabilities, and credit history. Corresponding with customers and their representatives. Thoroughly trained on underwriting policies and procedures, investor guidelines, collateral assessment, credit, income, fraud, fair-lending and complex tax documentation review with a high demand to conform to constant changing regulatory updates which demanded exceptional multitasking ability to maintain a successful pipeline. Delegated authority to decision loans up to $500,000.Stayed current on loan requirements and standards for USDA, FHA, VA, FNMA, andFHLMC products.Identified areas for improvement in the underwriting process through data analysis,problem solving, and critical thinking skills.Ensured all documentation is accurate, complete, compliant, verified, signed off byappropriate personnel prior to closing the file .

Processed credit card transactions through Point-of-Sale terminals or online systems.Resolved discrepancies between customers' remittances and invoices received.Answered customer inquiries regarding billings, payments, account status.Maintained accounting ledgers by verifying and posting account transactions