April Heath
Fort Mill,South Carolina
Summary
Seasoned and result-oriented with a total of over 10 years of experience in management, front and back-end mortgage, project management, user acceptance testing, and customer service interfacing. Dedicated to providing excellent customer service and making operational and procedural improvements based on company needs.
Overview
15
15
years of professional experience
Work History
User Acceptance Testing Specialist
Pentagon Federal Credit Union
10.2020 - 11.2022
- Facilitated and executed User Acceptance Testing stories and communicated test results with management and stakeholders for Encompass loan origination system.
- Adhered to and supported policies, including servicing metrics, service levels, and compliance requirements of real estate lending products; and ensured appropriate procedures and controls were followed.
- Provided service and support to assigned investor partners by addressing inquiries and/or service-related requests and escalations.
- Communicated across multiple lines of business as a project manager to organize meetings, execute tasks, coordinate, and perform testing to complete the assigned story.
- Completed daily work with high accuracy and minimal management oversite, focusing on optimization with an in-depth understanding of big-picture requirements.
- Advised on operations at multiple levels and helped identify opportunities for enhancement.
National Sales Operational Intermediate Manager
Citi Holdings I
05.2010 - 08.2020
- Supervised a staff of over 10 agents hand-picked to process and execute production from several lines of businesses within Citi Holdings (BUSA SI, CitiFinancial Servicing (mortgage lending and personal loans), Citi Auto, Smith Barney, Legacy OneMain, Citibank Guam, US Recovery, Citibank Student Loans)
- Created and managed Citi Holdings procedural production process guides that included potential risk factors for the agents to be aware of and how to respond that included but were not limited to AML/KYC/Regulatory/National Call Guideline/Risk/E-Sign and Compliance guidelines
- Worked with legal and our internal audit group in a project management capacity to help implement AML/BSA and OFAC Laws and Regulations in our business environment via weekly meetings which included PowerPoints, production stats, discussion of procedural changes, and compliance with new state-specific laws.
- Created and managed 80% of the reporting generated for upper management to track: daily, weekly and monthly stats in production for each agent on the team, created reporting used for workforce demand and reporting specific to forecasting out projected numbers to capitalize on workforce capacity.
- Regulated and monitored manager-controlled Monitoring and Control Assembly (MCA) and Quality Control (QC) reviews for all agents weekly (2 a piece) and monthly (8 or more total)
- Performed oversight of credit risk reporting sent by e-Oscar as well as providing oversight on all credit disputes sent by the customer via mail for all 3 credit reporting agencies.
- Managed technical support issues both hard and software within my group. This included but was not limited to, SQL, Coding and troubleshooting.
Mortgage Underwriter
CitiMortgage I
08.2007 - 05.2010
- Analyzed and conditioned, , FHA, and VA-approved, and manually underwritten mortgage loans
- Executed a critical analysis of personal assets, income, credit policies, and liabilities for clients to secure an accurate decision to complete the loan process
- Analyzed loan files to ensure that information was compliant with lending guidelines and legal standards, including "red flags", suspicious activity standards, and ethical lending standards
- Possessed the authority to withdraw and decline loans
- Many times developed and recommended modifications to underwrite and production procedures if the need exists or circumstances changed
- Functional efficiency utilizing the DU and LP applications for Fannie Mae and Freddie Mac loans.
Education
Bachelor of Arts (B.A - English
Winthrop University
Skills
- Expert level in Quality assurance
- Expert level in Data Business input/reporting
- Proficient in Microsoft Office, specifically Word, Excel, and PowerPoint
- Proficient in Project Management
- Proficient in Audit Reporting
- Strong decision-making ability and great attention to detail
- Licensed notary
- Certified Loan Signing Agent
Timeline
User Acceptance Testing Specialist
Pentagon Federal Credit Union
10.2020 - 11.2022
National Sales Operational Intermediate Manager
Citi Holdings I
05.2010 - 08.2020
Mortgage Underwriter
CitiMortgage I
08.2007 - 05.2010
Bachelor of Arts (B.A - English
Winthrop University