Dedra Kennard
The Colony,TX
Summary
Dynamic Research Analyst with over 15 years of experience in mortgage, finance, and risk assessment. I excel at enhancing compliance, resolving conflicts and the ability to thrive in team-based environments or independently. Seeking new opportunities to apply knowledge and take on new professional challenges, while delivering operational success.
Overview
16
16
years of professional experience
Work History
Lead Operations Analyst
Bank of America Home Loans
Plano, TX
03.2016 - Current
- Conducted title searches to identify any encumbrances or issues with the property's ownership. Ensured proper documentation is noted for all operational activities, including changes made in the Ifulfill system and processes.
- Reviewing and verifying the accuracy of title documents, including deeds, mortgages, and other relevant records.
- Request, conduct, and evaluate data relating to title commitment, hazard insurance policy (HOI), survey, appraisal, and HUD for homes, land, and buildings.
- Ensuring the completeness of title files, and obtaining any missing documents or revisions.
- Monitoring the progress of title/hazard orders, and ensuring timely completion.
- Facilitating communication with associates, attorneys, title agents, and other stakeholders throughout the title process.
- Executed special analytical studies aimed at reducing and mitigating risk.
- Performed intensive auditing on documentation in order to locate potential red flags that may interfere with state-specific guidelines and/or regulatory compliance.
- Ensured that the title/HOI to the property in question has no restrictions that may prevent or hinder its sale or use.
- Acted in accordance with policy and procedures to ensure documentation met all Title and Hazard requirements, along with complying with applicable laws.
- Examined deeds, deeds of trust, liens, judgments, easements, and plats/maps to determine ownership, encumbrances, and to verify legal descriptions of property.
- Coordinated the title process with other departments, such as underwriting, loan officers, fulfillment, and closing.
- Coordinated with agents to ensure timely delivery of revisions.
- Collaborated with title providers and internal partners to ensure title clearance for closing.
- Conducted thorough analysis of Optical Character Recognition outcomes alongside additional responsibilities.
- Cooperated closely with others to fulfill deliverables within specified time frames.
Executive Escalation /Business Partner Expedite
Bank Of America Home Loans
Plano, TX
01.2013 - 03.2016
- Streamlined communication channels, enhancing client engagement.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Expertly addressed mortgage-related client complaints and escalations.
- Offered tailored assistance to high-net-worth clients like those at US Trust, Merrill Lynch, Merrill Edge.
- Addressed problems with missing or misapplied mortgage payments, principal balance adjustments, and interest corrections on year-end statements.
- Effectively addressed top-level customer grievances within the organization.
- Facilitated communication with internal and external partners to verify complaint validity.
- Analyzed business needs and communicated requirements to enhance outcomes.
- Enhanced customer dealings to build robust connections and elevate service quality.
- Utilized NICE systems for call evaluation, focusing on improvement in coaching and quality assurance.
- Interpreted financial data on HELOC terms, calculations and billing statements for clarity.
- Ensured accurate processing of address modifications and checkbook requests.
- Facilitated collaboration across departments to meet critical deadlines or SLA bound tasks.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Established relationships with key partners and vendors to ensure successful project outcomes.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Conducted research into applicable laws, regulations, and precedents.
- Provided exceptional service to both internal and external business partners.
- Escalated customer concerns to exclusive contacts that required expedited resolution handling when necessary.
- Alerted senior staff about critical matters needing prompt action to prevent escalation.
- Handled initial notifications regarding deceased borrowers after homeowners' passing.
- Filtered suggestions from business units and communicated essential requirements.
- Augmented trust with clients via strategic problem-solving.
Property Claims Specialist
Bank of America Home Loans
Plano, TX
04.2012 - 01.2013
- Served as a liaison between clients and insurance carriers, facilitating clear communication and timely resolution of all claim-related issues.
- Ensured accurate documentation of property claims, facilitating smooth communication between all parties involved.
- Helped clients understand detailed aspects of the insurance claims process.
- Determined claim fund disbursement viability through detailed evaluation of necessary information.
- Authorized branch endorsements, when applicable, for check approval.
- Scheduled property inspections in order for damages to be assessed once the claim is initiated, or to ensure that completed property repairs meet all requirements.
- Mailed out the required paperwork for homeowners to fill out, complete, and return throughout the claim.
- Conducted interviews with claimants, witnesses, and other parties involved in the claim process.
- Maintained accurate records of all claims activities including correspondence, reports, photographs.
- Analyzed data gathered from field investigations to report findings, recommendations, and to determine the next appropriate course of action.
Customer Service and Sales Representative
Bank of America Home Loans
Plano, TX
09.2009 - 04.2012
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Provided knowledgeable service to third parties and prospective customers during inbound communications.
- Explained escrow history details, including disbursements for taxes, insurance, PMI, shortages, refunds, and deposits.
- Managed compliance with bank regulations like RESPA, Fair Lending, FDCPA, FTC, and SCRA.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Determined customer needs by engaging them effectively, then advised on optimal solutions.
- Partnered effectively with associates from various backgrounds to meet objectives and resolve service challenges.
- Offered actionable feedback to management on process improvements.
- Designed individualized sales approaches, resulting in successful promotion of available offerings for a diverse clientele.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
Education
High School Diploma -
North Garland High School
Garland, TX05.2004
Skills
- Operational excellence
- Business intelligence
- Extensive knowledge of mortgage servicing
- Risk assessment
- Proficient experience in Microsoft Office: Word, Excel, PowerPoint, and Outlook
- Superior attention to detail
- Adaptable and resilient
- Regulatory compliance
- Conflict resolution
- Cross-functional teamwork
- Internal Auditor
- Optical character recognition (OCR)
Timeline
Lead Operations Analyst
Bank of America Home Loans
03.2016 - Current
Executive Escalation /Business Partner Expedite
Bank Of America Home Loans
01.2013 - 03.2016
Property Claims Specialist
Bank of America Home Loans
04.2012 - 01.2013
Customer Service and Sales Representative
Bank of America Home Loans
09.2009 - 04.2012
High School Diploma -
North Garland High School