Supervised a team of Quality Control and Final Review Analyst for the state of Kansas. Provided subject matter expertise to implement Covid related housing and utility assistance. Supported Program Manager with daily reporting of file production and funding statistics required by the state. Facilitated new hire onboarding, training, and mentoring. Studied policy and program updates to create and maintain teams training materials, review checklist and job aids. Contributed to the processing of… Show more Supervised a team of Quality Control and Final Review Analyst for the state of Kansas. Provided subject matter expertise to implement Covid related housing and utility assistance. Supported Program Manager with daily reporting of file production and funding statistics required by the state. Facilitated new hire onboarding, training, and mentoring. Studied policy and program updates to create and maintain teams training materials, review checklist and job aids. Contributed to the processing of over 60k applications. Collaborated with other Team Leads to develop corrective action plans, identify trends, and implement cross training to meet program needs. Monitored team chats to provide file review assistance and document approval. Conducted weekly chat activity to promote team engagement. Show less

Successful in conducting thorough quality control review0s of applicant’s files submitted for Covid related hardships for the states of Texas and Minnesota. Ensured accuracy of data provided and validity of program required documents. Created and facilitated best practice tips to increase and improve teams overall daily production. Evaluated files to identify fraud to help eliminate misappropriation of government funding.

Reviewed prospective applicant inquiries, ranging from basic to extensive application review and audit. Resolved account errors and provided guidance to complete application or reconsideration processes. Provided detailed information to the public regarding SBA’s disaster loan program. Assisted lower graded or new employees with response to customer service inquiries received by telephone or email. Assisted borrowers with completion of their loan closing documents, answered questions regarding… Show more Reviewed prospective applicant inquiries, ranging from basic to extensive application review and audit. Resolved account errors and provided guidance to complete application or reconsideration processes. Provided detailed information to the public regarding SBA’s disaster loan program. Assisted lower graded or new employees with response to customer service inquiries received by telephone or email. Assisted borrowers with completion of their loan closing documents, answered questions regarding the loan closing and disbursement process. Used various computer systems to research customer inquiries, monitored call activity and prepared corresponding forms and letters. Prepared email responses to inquiries received through SBA’s disaster customer service mailbox. Show less