Summary
Overview
Work History
Education
Skills
Timeline
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Calandra Jackson

Jacksonville,FL

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

18
18
years of professional experience
3
3
years of post-secondary education

Work History

Quality Control Underwriter

Prosperity Home Mortgage
Chantilly, VA
11.2021 - Current
  • Analyzed credit reports, appraisals, income documentation, title reports and other related documents to assess risk associated with each loan application.
  • Conducted quality assurance reviews of loans in process to identify potential areas of concern or non-compliance.
  • Monitored daily operations to ensure that all policies were followed accurately and consistently.
  • Reviewed and evaluated mortgage loan applications for accuracy and completeness to ensure compliance with company, investor and government standards.
  • Provided feedback on underwriting decisions and policy exceptions to management team.
  • Maintained accurate records of all underwriting activities including decision logs, exception requests.
  • Collaborated with internal departments such as Loan Processing, Operations, Compliance., to resolve discrepancies or inconsistencies found during review process.
  • Prepared detailed reports summarizing findings from quality control reviews for senior management review.
  • Performed post-closing reviews on select files prior to funding approval.
  • Followed underwriting guidelines in developing rates for new and renewal groups.

Sr. Quality Control Underwriter

Digital Risk Mortgage Services
Jacksonville, FL
12.2019 - 11.2021
  • Provided feedback on underwriting decisions and policy exceptions to management team.
  • Reviewed and evaluated mortgage loan applications for accuracy and completeness to ensure compliance with company, investor and government standards.
  • Analyzed credit reports, appraisals, income documentation, title reports and other related documents to assess risk associated with each loan application.
  • Conducted quality assurance reviews of loans in process to identify potential areas of concern or non-compliance.
  • Monitored daily operations to ensure that all policies were followed accurately and consistently.
  • Recommended changes to underwriting guidelines as needed based on market conditions or new regulations.
  • Researched new products and services offered by the company in order to provide current information regarding best practices in the industry.
  • Maintained accurate records of all underwriting activities including decision logs, exception requests.
  • Participated in regular training sessions designed to keep abreast of changing regulations and trends within the industry.
  • Collaborated with internal departments such as Loan Processing, Operations, Compliance., to resolve discrepancies or inconsistencies found during review process.
  • Performed post-closing reviews on select files prior to funding approval.
  • Analyzed risk and adhered to underwriting standards to drive risk selection and profitability.
  • Inspected financial statements, credit information and title data to complete underwriting process.
  • Utilized underwriter authority to correspond with corporate risk appetite and strategy.

Customer Relationship Advocate

Select Portfolio Servicing
Jacksonville, FL
03.2006 - 12.2019
  • Assisted customers with inquiries, troubleshooting and resolutions for their account-related issues.
  • Provided support to customers via phone, email and chat.
  • Developed customer relationships through active listening and problem solving skills.
  • Performed data entry of customer information into the company database.
  • Researched and resolved customer complaints in a timely manner.
  • Maintained detailed records of customer interactions and transactions.
  • Collaborated with other departments to ensure customer satisfaction.
  • Tracked customer feedback to identify areas of improvement in service delivery.
  • Conducted follow-up calls to verify resolution status of outstanding cases.
  • Processed payments from customers utilizing secure payment processing systems.
  • Generated reports summarizing customer interactions and performance metrics.
  • Demonstrated empathy when dealing with difficult or frustrated customers.
  • Educated customers about company policies, procedures, products, services.
  • Increased customer satisfaction ratings 100% by effectively answering questions, suggesting effective solutions and resolving issues quickly.

Education

BBA - Business/HealthCare Managment

Edward Waters University
Jacksonville, FL
08.2021 - 05.2024

High School Diploma -

North Texas Christian Academy
Fort Worth, TX
11-2005

Skills

  • Customer Service
  • MS Office
  • Analytical
  • Teamwork and Collaboration
  • Basic Math
  • Interpersonal Communication
  • Planning
  • Microsoft Office
  • Organization and Time Management
  • Self-Directed
  • Multitasking
  • Computer Skills
  • Communication
  • Verbal Communication
  • Time Management

Timeline

Quality Control Underwriter

Prosperity Home Mortgage
11.2021 - Current

BBA - Business/HealthCare Managment

Edward Waters University
08.2021 - 05.2024

Sr. Quality Control Underwriter

Digital Risk Mortgage Services
12.2019 - 11.2021

Customer Relationship Advocate

Select Portfolio Servicing
03.2006 - 12.2019

High School Diploma -

North Texas Christian Academy

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Calandra Jackson