• Conduct audits and serviced reviews to ensure company risks are minimized • Perform quality assurance on all new loans utilizing investor data tape vs. Boarding Unit information• Establish and prioritize audits based on risk and client information• Maintain quality control and satisfaction records• Prepare Audit Reports for upper management • Assist with boarding for new loan processing• Monitor quality calls to ensure agents are in compliance for Mortgage, Auto, and credit cards procedures

• Processed and administered FHA, VA, Conventional, conforming and non-conforming loans • Conducted audits and serviced reviews to ensure company risks are minimized • Reviewed all documentation (income, assets, appraisal, title credit, hazard, MI Taxes) prior to underwriting• Established and prioritize audits base on risk and factors and establish controls • Maintained quality control and satisfaction records in order to improve customer service • Prepared Audit Reports and performed analysis based on findings• Prepared action plans based on audits and analyses • Coordinated with other departments regarding changes in state and federal regulatory requirements

• Mitigated risks to company by following specific guidelines and procedures • NACA Referrals • Monitored and listened to calls to make sure agents are within compliance • Provided feedback to Managers and upper management in regards to change of policies and procedures with call center associates• Negotiated and closed optimal outcomes with customers • Responsible for incoming and outbound calls from customers and outside vendors• Acted as interim supervisor in absence of department lead• Provided coaching to new agents• Consistently met Quality Assurance on monthly basis

• Resolved current and delinquent tax issues to meet monthly deadlines • Ensured that Parcel numbers matched the appropriate property • Consulted with homeowners to ensure that taxes were paid in a timely fashion• Acted as a liaison with homeowners and tax agencies to resolve tax notices/issues