Amy Lindsey
Buckeye,AZ
Summary
Results-driven and analytical FINANCIAL SERVICES and MORTGAGE SERVICING LEADER with expertise in Quality Assurance, mortgage loan servicing, support, and management. Proven track record in QA root cause analysis and trending, investor reporting, escrow administration, investor delivery, secondary market loan sales, master servicing, foreclosures, mortgage banking and lending, and loss mitigation. Highly qualified top-performer committed to excellence.
Overview
33
33
years of professional experience
Work History
Quality Assurance Manager
LoanCare
Chandler, AZ
03.2021 - Current
- Developed and implemented comprehensive quality assurance policies and procedures to meet internal policy and regulatory requirements.
- Reviewed customer credit complaints and disputes, and identified trends in order to develop action plans.
- Analyzed data from quality control testing to identify areas of improvement.
- Created reports detailing results from testing reviews that were used by senior management for decision-making purposes.
- Maintained records of all test results and monitored trends over time in order to detect potential problems early on, with suggestions for improvement.
- Facilitated regular results reviews with senior management, providing recommendations for improvement.
- Trained and mentored quality assurance staff, enhancing their skills and knowledge in quality standards and best practices.
Vice President, Real Estate Loan Servicing
SAN DIEGO COUNTY CREDIT UNION
San Diego, California
01.2015 - 01.2016
- Managed three departments, secondary market sales and commitments, quality assurance, and administered all aspects of primary servicing for first and second mortgages and home equity line of credit loans, including new loan boarding, insurance and tax monitoring, cash applications, GL balancing and reconciliations, loss mitigation and foreclosure status loans
- Maintained department policies and procedures ensuring compliance with CFPB, NCUA, CUNA, and California state regulations
- Created department SharePoint lists and reports to monitor CFPB impacted processes to ensure integrity
- Successfully passed six internal audit exams and two external exams
- Responsible for a portfolio of 20,000 loans
- Managed a subservicer relationship of over 7,000 loans including a FNMA portfolio of 3,000 loans
Vice President, Loan Servicing
WINTRUST MORTGAGE
Rosemont, Illinois
01.2013 - 01.2014
- Organized all aspects of primary servicing, boarding loans, preparing and managing escrows, cash application and balancing, investor reporting and reconciling, and managing through and researching all compliance requirements and regulations
- Established department and prioritized cross-training for employees to ensure integrity
- Created servicing procedures for CFPB-impacted functions
- Mentored and trained Assistant Vice President and six other employees
- Successfully passed three internal audit exams and two external exams
Mortgage Servicing Manager
FIRST MIDWEST BANK
Gurnee, Illinois
01.2010 - 01.2013
- Administered all aspects of primary servicing, booking loans, selling loans to secondary market, preparing escrows, managing escrows, cash application and balancing, FHLMC and FNMA investor reporting, reconciling, default reporting, and HAMP modifications, as well as loan workout reviews
- Researched compliance requirements
- Completed critical projects on CFPB regulation implementation, investor reporting FNMA audit cleanup, and clearing out balance issues accumulating from 2009
- Presented and implemented new appraisal management system to help alleviate compliance regulations and issues with new appraisal requirements from FHFA
- Led collateral tax-tracking cleanup project, worked through 9,000 pins on RPM with ICG containing current errors, and addressed problems on system
- Setup administration for secondary market sales program with FHLB MPF Xtra Programs
Trust and Funds Services Supervisor
BANK OF AMERICA
Chicago, Illinois
01.2009 - 01.2010
- Oversaw accounting process team of six associates, two direct reports, two new hires, and two offsite associates on work for monthly schedule of seven firm deadlines
- Streamlined workload and reduced overtime
- Maintained open door policy with employees to discuss any issues or concerns, and encouraged process improvements
- Implemented and completed service conversion from Countrywide to Bank of America LaSalle
- Streamlined report tracking to ensure accurate completion
- Cleaned up 18,000 ARM loan parameters
Senior Foreclosure Specialist
DOVENMUEHLE MORTGAGE, INC.
Lake Zurich, Illinois
01.2008 - 01.2009
- Scheduled and monitored foreclosure actions
- Worked closely with attorneys and investors to coordinate foreclosure process, from default to foreclosure sale
- Resolved issues consisting of legal litigation problems, government moratoriums, order inspections, and appraisals
- Created and recorded assignments
- Managed relationships and provided customer service
- Successful in completing tasks within required timeframes
- Trained new employees on workflow and processes
Senior Strategic Partner Analyst
WASHINGTON MUTUAL, INC.
Vernon Hills, Illinois
01.1992 - 01.2007
- Managed and built relationships between Washington Mutual Mortgage Securities Corporation, Washington Mutual Bank, Washington Mutual Home Loans, and Federal Home Loan Banks in Atlanta, Cincinnati, Indianapolis, Seattle, and their preferred financial institutions
- Oversaw account management, relationship management, marketing, public relations, contractual negotiations, audits, and training
- Directed high-profile clients, customers, and contractual issues, serving as escalation liaison for participating customers and sellers
- Led team for data mapping and systems conversion, and corporate transition from Illinois to South Carolina
- Senior Cash Management Analyst, 1999-2003. Administered accurate and timely reporting of payments to investors.
- Internal Control Analyst, 1998. Created and implemented internal self-audit program. Prepared annual compliance letters.
- Account Coordinator, PNC Mortgage Securities Corporation, 1996-1998. Completed annual 1041 tax filings and monthly 8-K filings to Securities and Exchange Commission. Analyzed reserve fund portfolio for reductions and investments. Coordinated information and test plans for Year 2000 compliance project.
- Administrative Assistant, 1995-1996
- Customer Service Representative, 1993-1995
- Foreclosure Representative, Sears Mortgage Corporation, 1992-1993
Education
Some College (No Degree) - Business Management And Criminal Justice
Concordia University
Kenosha, WISkills
- MSP Blacknight (ICE), Passport, SharePoint, ACES, Dynamics, Power BI, Venture/Centra, Genesys, PureConnect, e-OSCAR, NICE, iCIMS, AACER, ALLREGS, Concur, CoreLogic, Doc Velocity, DocuSign, NCP, Oracle, Teams, Visio, Microsoft Office Suite, SBO 2000, ICG/RPM, UNIX SQL, FIS Insight, Visio, FNMA/FHLMC/FHLB, Symitar, Mortgage Cadence
- Policy Reinforcement
- Regulatory Compliance
- Data Analysis
- Best Practices
- QA reporting
- Defect tracking
- Trend Analysis
- QA documentation
- Fraud analysis
- Employee Training
- Performance Metrics
Accomplishments
- Outstanding Achievement Award, 2013
- Employee of the Month, 2008
- Elite Award, 2007
- Most Valuable Team Member, 2006
- Summit Club Award, 2001
Training
Corporate Training Workshops on Projects, Coaching, Time Management, and Ethics and Decision Making
Affiliations
- Amateur rock hounder
- Avid book reader
- Accredited Jewelry Professional
- Dog trainer - Field Trials, Earth Dog, and Agility
Timeline
Quality Assurance Manager
LoanCare
03.2021 - Current
Vice President, Real Estate Loan Servicing
SAN DIEGO COUNTY CREDIT UNION
01.2015 - 01.2016
Vice President, Loan Servicing
WINTRUST MORTGAGE
01.2013 - 01.2014
Mortgage Servicing Manager
FIRST MIDWEST BANK
01.2010 - 01.2013
Trust and Funds Services Supervisor
BANK OF AMERICA
01.2009 - 01.2010
Senior Foreclosure Specialist
DOVENMUEHLE MORTGAGE, INC.
01.2008 - 01.2009
Senior Strategic Partner Analyst
WASHINGTON MUTUAL, INC.
01.1992 - 01.2007
Some College (No Degree) - Business Management And Criminal Justice
Concordia University
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