ADA Coker

• Oversaw contract security staff, maintaining a high standard of professionalism and work quality.
• Reduced response time to incidents by implementing an effective shift schedule and resource allocation.
• Evaluated alarm systems regularly, ensuring optimal functionality at all times.
• Trained new security personnel, resulting in better performance on the job.
• Maintained a safe environment for staff and visitors through diligent monitoring of surveillance systems.
• Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
• Creating employee schedule based upon the need and safety of our customers.
• Mediated conflicts between employees or customers professionally, deescalating tense situations without resorting to force whenever possible.

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• Managed risk efficiently through careful identification, tracking, and mitigation efforts throughout each project lifecycle.
• Recorded, analyzed, and distributed statistical information.
• Spearheaded efforts to attain relevant certifications for the QA department, showcasing the team commitment to maintaining high-quality standards.
• Evaluated existing tools and technologies used within the department, recommending updates or replacements as needed to maintain a competitive edge in the industry continually.
• Identified trends amongst quality review and provided feedback to according to line of business.
• Researching consents, fee's, short calls, UDAAP (Unfair, Deceptive, Abusive Acts or Practices), SCRA (Servicemembers Civil Relief Act) and recurring withdrawals.

• Collaborated with six cross-functional teams to ensure consistent quality standards throughout the entire development lifecycle.
• Maintained a strong understanding of client specifications and requirements, enabling accurate assessment of product performance against established criteria.
• Played an integral role in successful audits by maintaining detailed records of over 300 to 400 high volume Quality Assurance activities monthly that demonstrate compliance with industry regulations and standards.
• Mentored five junior level QA staff, fostering professional growth while increasing overall team productivity and effectiveness.
• Performed risk assessments on over thirty potential project issues, allowing early identification and mitigation strategies that resulted in minimization of disruptions or delays.
• Applied coaching techniques and tools to support managers and team members in improving performance.
• Maintained adhered to regulatory, federal and compliance laws such as the Fair and Responsible Lending Act, Reg E and Reg Z.

• Managed relationships with external partners including credit bureaus, appraisers, and title companies for streamlined operations.
• Analyzed financial statements for risk assessment during underwriting settlements, title review and attorney correspondence, contributing to higher quality loan portfolio growth.
• Reviewed and validated details of loan applications and closing documentation.
• Improved loan processing efficiency by streamlining documentation and workflow procedures.
• Assisted with reviewing over 30-40 daily emails from Settlement Agents, Title Companies and Attorney’s on request for title, settlement and start of litigation process.
• Communicated with internal and external parties via telephone, email, fax or mail correspondence.
• Conducting bi-weekly vendor report and distribution to management and cross section departments as needed.

• Analyzed financial statements for risk qassessment during retention, repayment and foreclosure process.covery results of over 100 deliq.
• Analyzed financial statements for risk assessment during retention, repayment and foreclosure process.
• Lead on special projects collaborating with high risk accounts, foreclose and assignment research, verifying county fee's, charting and excel distribution.
• Lead during Home Preservation Deployment workshops.
• Lead on project C.O.M (customer ownership module) which helped homeowners become current
• Single point of contact for the overflow team and home preservation team.

• Distributing, maintaining and re-organizing work priority to team members according to work flow and process.
• Communicating daily overall goals, project needs, and pipeline fills as needed.
• Reforming with procedure committee new and effective ways to approach review, while maintain goals and quality reviews.
• Contributed to the development of a knowledge base for common issues encountered during reviews, streamlining future problem-solving efforts.
• Sustained high levels of productivity under tight deadlines by efficiently using available resources.
• Maintained strict confidentiality with sensitive client information, adhering to industry standards and company policies.
• Communicated and responded to correspondence from title companies, attorneys and counties regarding fee's, assignments and processes.
• Identified process gaps and areas of improvement, developed review and processing strategies for enhance line of businesses.

• Provided expert guidance to borrowers on available loan products and assisted them in selecting the most appropriate options for their financial goals.
• Identified potential risks within loan portfolios by conducting thorough analyses of borrower financial situations and market trends.
• Single Point of Contact for the overflow team and Home Preservation Project for deployment assignments.
• Lead on the Customer Ownership Module which lead to over 200 customers in delinquency establishing a resolution.
• Lead on the Home Preservation deployment assignment.
• Daily analyzing of financial records for repayment options.
• Conducting nightly audits of collections accounts for accuracy, areas of improvement and development strategy for successful management.
• Responded to over forty daily emails of foreclosure proceeding
• Created and implemented first point of contact for high risk escalation calls that lead to a overall department decline in complaint rates.