Second Level Reviewer supporting GSE investors in the home preservation space.

I underwrite non-conforming loans on the secondary market.

Experience with underwriting both Fannie Mae and Freddie Mac loans, in addition to manual loan underwriting for nonconforming files.

Worked closely on the back-end experience from initial loan offer pricing to pre-funding origination, with an emphasis on document requests and verification policies and procedures. Worked on implementing automated document requests based on Credit Bureau Report attributes and information provided on the application.Created and implemented policies and procedures surrounding the personal loan application verification process, from document acceptability review to income requirements and suitability. Trained new loan processors in verification techniques and document review in compliance with State and Federal regulationsDepartment saw a dramatic decrease in first and every payment defaults immediately after being hired, decreasing from 8% to below 1%.

I managed and trained a team of Loan Approval Specialists and Underwriters in the San Francisco office with a team daily loan origination goal of $1M. Reviewed escalated loan application cases and provided a plan of action while ensuring department wide compliance. Provided individualized performance and incentive reviews to Verification Specialists and Underwriters based on department-wide policies and guidelines. Write and review proposed department wide policy procedures related to pre-funding verification.Improved borrower experience during the verification process by enforcing SLAs within my team and department wide. Managed training refreshers for verification agents in the San Francisco office to improve overall customer experience, in coordination with the verification departments in Phoenix and Texas.

Underwrite and assess any potential credit risk associated with personal loan applications, using information from the applicant’s Credit Bureau Report, public records, personal information submitted on their application, and documents requested from Prosper during the application process.Played a vital role in helping the company achieve record high month over month origination growth in 2013.Consistently in the Top 5 producers in daily loan originations, with a personal best of $600K; average loan size of $15K. Gained an intimate knowledge of Salesforce, and shared queue management techniques that increased overall loan conversions by improving efficiency and bettering the customer experience.Was a main point of contact within the Verification Department in Fall 2013 for the testing, troubleshooting, and implementation of a new borrower funnel focusing on the borrower and verification agent user experience.Transitioned to a Second Review role in February 2014 with a focus on new hire development and funnel optimization. Provided one-on-one coaching and improved peer daily originations from $100k to $365k.

Was an agent in a high volume call center, answering questions about basic loan servicing, document requirements, and acted as a liaison between the borrower and the verification department. Answered over 50 calls a day towards the end of April 2013 while responding to email inquires. Processed borrower payments by phone and email, with transactions ranging from $2K to $20K.

Responded to over 100 emails concerning account refunds, password changes, and website trouble-shooting. I have experience using ZenDesk's customer support platform.