Experience

• 

  Bank of America

  • Officer\Ops Proficiency Coach I

    • Jun 2023 - Present

     Assist Fraud Investigators with questions, and provide guidance regarding complex fraudinvestigations, while helping to drive performance, and Enterprise QA goals. Distribute, respond to, provide coaching, and remediation for quality defects of FraudInvestigators. Provide coaching and guidance around a range of fraud topics including, but not limitedto gathering evidence, interpreting evidence, case building, understanding different fraudtypes and concepts, systems, resources, and QA defects. Analyze and identify current trends in fraud, and gaps in investigation procedures. Provide backup duties to Manager in her absence to make a seamless process for theteam

  • Sr. Claims Analyst

    • Apr 2023 - Jun 2023

     Investigated claims of fraud by gathering and interpreting evidence, case building andanalysis, and providing resolution. Performed analysis of specific fraud trends with a focus on identifying and reportingevidence of organized fraud/crime rings.

  • Condo CoOp Project Review Specialist

    • Mar 2021 - Apr 2023

     Researched condominium projects to ensure structural and financial stability. Performed analysis of Appraisal, Fire/Hazard Insurance, Liability Insurance, FidelityBond, Budget, Balance sheets, Reserve Studies, Property Inspection reports, Title,recorded legal documents (CCR, AOI, Easements, etc.), HOA Questionnaire, and NewConstruction documents (Phasing, Certificate of Completion, Presale, and MarketingPlan). Assisted team members with questions and provided coaching as necessary

  • Lead Operations Representative

    • Jan 2015 - Mar 2021

    • Work with loan officers to verify income for customers seeking to obtain a loan.• Research errors and alterations to information provided and alert loan officer• Assist team members with questions and provide coaching as necessary• Stand in for manager as necessary and handle issues that arise. • Perform internal audit to over 1250 files a month, ensuring all federal and state regulations are followed, internal conditions met, and proper protocol was followed in the loan process.• Prepare and review daily/weekly/monthly reporting and escalate trends to management.• Work with management to propose solutions and implement those changes. • Provide training to co-workers whom are less experience, when situations arise which required a more seasoned opinion. • Suggest process improvement and work with improvement team to create new steps.

  • Sharepoint Specialist

    • Jan 2012 - Jan 2015

    • Strong SharePoint Design skills with SharePoint 2010 and 2012• Skilled SQL Server DBA.• Designed and maintained the SharePoint that was used to track all completed work for the short sale department in Brea. • Worked with leaders during the design process of enterprise SharePoint sites to assure that proper strategies, processes, and workflows were in place • Developed the SharePoint currently in use to house negotiation tools for FHLMC vendor negotiators, and to house Dodd-Frank investor information.• Designed SharePoint site for Bank of America vendors to access FHLMC negotiation tools via Citrix• Modified and maintained current negotiation tools for FHLMC short sale negotiators. Heavy use of VBA scripts• Develop and implement policies and procedures which support organization short-and long-term business plans and minimizes losses associated with inadequate information systems, operational problems, breach of internal controls, and fraud.• Developed Access data base and graphical user interface for storage, retrieval, and analysis of various Line of Business reports• Ability to manage multiple projects within tight deadlines including the ability to define necessary takes and create project plans.• Proven ability to Analyze business and create and integrate reporting across the organization.

  • IR2 Auditor, Short Sale/DIL Specialist II

    • Jan 2009 - Mar 2012

    • Strong negotiation skills, developed through mortgage Short Sale negotiations that would span a timeframe of 3-6 months negotiating with buyer, seller, and investor. As a negotiator I would typically have 80 active short sale negotiations in my pipeline at a time.• IR2 project Auditor responsible for validating necessary conditions on loans sold through the HAFA Short Sale process to prepare them for boarding (boarding is the process in which we collect servicing fees and HAFA incentives from the investors after the servicing of a loan is complete)• Expertise in Short Sale negotiations and HAFA as it relates to technology and policies. Ability to negotiate and communicate effectively with bank associates of every level, and other fulfillment units; including handling complaints and resolving complex issues with little direction given.• Ability to manage multiple projects within tight deadlines including the ability to define necessary takes and create project plans.• Advanced MS Access, Excel & PowerPoint, LAS, AS400, Home Retention Platform, Equator, etc. experience. • Have an in-depth understanding of governing rules and regulations and the implication of processes on other groups within my department and other divisions in the bank. • Worked HAFA, HAMP, and MHA files through to completion and am knowledgeable of their regulations and processes.• Reviewed accounting ledgers and HUD financial sheets to ensure all bank and federal guidleslines were adhered to.

  • Credit Card Analyst III

    • Mar 2007 - Jan 2009

    • Managed a complex portfolio of Large Corporate clients within the banks risk appetite and risk strategies; independently assessed the credit worthiness of prospective borrowers and/or trading counterparties. Established appropriate terms and conditions to mitigate risk.• Ensured clients were managed appropriately to provide integrated delivery of complex financing solutions; conducted initial and ongoing due diligence discussions and maintained direct dialogue with CFO/Treasurer of portfolio companies.• Responsible to cross sell appropriate bank products. May assist in mentoring junior Credit Analysts.• Establish appropriate internal risk ratings for clients and implement accurate adjustments throughout the client’s credit life cycle; presented complex transactions to senior management.• Provide basic accounting information for reconciliation of business accounts• Reviewed accounting ledgers, P&L, and self employed documentation to determine credit worthiness.

  • Credit Risk Operations

    • Oct 2005 - Mar 2007

    • Assisted team manager with a team of 15-25 associates that handle customer service inquiries and problems via various contacts methods: telephone, email, chat, or fax• Provided direction and guidance to less experienced team members• Handled escalated customer calls, including complicated transactions, and assisted less experienced associates with issue resolution.• Reviewed accounting ledgers, P&L, and self employed documentation to determine credit worthiness.

  • Soft skills coach

    • Sep 2004 - Oct 2005

     Provided direction and guidance to team members regarding subjects such as call handling, efficient work practices, and policy/procedure. Reviewed associate calls for Quality Assurance. Provided coaching to improve performance metrics.