Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Denisse Cisneros

San Antonio,TX

Summary


As a Bank Business Process Consultant, I would strive to help lead and develop all fulfillment partners; by modeling and developing effective procedures that will drive the behaviors in efforts of gaining efficiencies, strengthening collaboration efforts, while delivering on performance targets. This will align us to facilitate USAA's Master Action Plan for being a compliant company as we continue to facilitate the member’s financial security becoming their mortgage lender of choice.



Overview

20
20
years of professional experience
1
1
Certification

Work History

Business Advisor - Rotational

USAA FSB
03.2024 - Current
  • Updated procedures to align with New Instance, working with Originations Advisory, Compliance, and Process & Procedures in getting the proper approval to be published when we go live.
  • Completed training for VOI & ordering VOE through CoreLogic teaching the business the new features.
  • Completed recordings to present for roadshow where I facilitated the presentation to SA closers and other departments in SA. I was the ambassador for closing, in which I would get closing teams engaged about all the new and exciting things to come and how their future workflow will work.
  • Worked on the following reports: NI RE UDA Review - making sure all UDA will be ready for when we go live. Ensured all changes required to support NI in existing UDAs were documented to support a seamless transition to NI and ensure the business can continue to leverage critical UDAs.
  • NI Report Review - confirmed all reports with status retired or to be retired after NI, and had controls tied to them, were showing the correct status and had more details on why it was being retired or if they should be rebuilt. This is important as these control reports help the business stay compliant. This report was also used for our risk & assessment review.
  • Lead the effort in making sure all reports were rebuilt for New Instance, by meeting with report owners and BDA team to assure we were aligned in what was needed for when we went live.
  • Completed LOS NI Data Weekly data deck pages and submit to Andrea. This deck gives leadership line of sight of reports and what the team has accomplished and what is pending for go live.
  • Helped risk assessment team with controls reports, in making sure all control reports were accounted for, so team can finalize their reviews.
  • Assisted with RE Accounting to complete their testing.
  • Assisted HMDA with testing by obtaining/creating test files for them to use.
  • Assisted with testing export and import for HMDA team. This is important to make sure all works for go live in order for us to stay compliant.
  • Acting Experience Owner for Real Estate Closing department.
  • Submitted defects.
  • Once fix was completed, assisted with testing to assure we no longer had the defect.
  • I would make sure we had line of sight to make sure there was no risk associated with the fix not working. By getting with the business or obtaining a report as a temporary control.
  • Weekly meeting with the business to discuss any questions or concerns that I might need to address.

Quality Assurance Specialist

USAA FSB
08.2022 - 03.2024
  • Identifies and manages existing and emerging risks that stem from business activities and the job role.
  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
  • Follows written risk and compliance policies, standards, and procedures for business activities.
  • Performs detailed reviews of loans, including validation of completeness of documentation to ensure loan meets internal, investor and/or TRID and other regulatory requirements. Update loan details and ensure timely disclosure and re-disclosure.
  • Proactively analyzes and interprets data to ensure compliance and monitor trends. Anticipates business needs and partners with key stakeholders to address issues.
  • Collaborates effectively with leaders and internal partners to execute quality assurance activities. Coordinates with internal partners to meet compliance requirements and mitigate risk.
  • Performs loan quality reviews with accuracy, record results from each review. Communicates emerging and confirmed risks to leader.
  • Acquires and applies maturing knowledge of the regulatory landscape to ensure proper compliance with laws and internal processes are adhered to.
  • Assists with the ongoing management of TRID timely disclosures and cure costs, allocation of fees aligned to investor, state, and federal compliance test results through loan documentation reviews, tracking and maintaining accurate reporting.
  • Identifies and reports defect trends to management and provides recommendations/solutions for corrective actions.
  • Conducts compliance reviews of specific loan characteristics, acting as a liaison between the loan officer, fulfillment, managers, and directors.
  • Obtains documents required and/or requested from investors or other audit sources.
  • Remains current in real estate laws, regulations, and knowledge of compliance standards and acquires a maturing knowledge of the regulatory landscape to ensure proper compliance with laws and internal processes are adhered to.

Business Process Owner- Rotational

USAA FSB
12.2020 - 07.2022
  • Processor Owner of Wire Team and Wire Procedures.
  • Assisted with audits for the wire process to assure our controls mitigated all possible risk.
  • Ensured that all KC procedures are up to date for wire processes.
  • Worked with BBIA/wire manager & director on creating wire team report, with this report they will be able to see their production and forecast for the volume in their queues.
  • Responsible for Wire UDA.
  • Pull daily control reports.
  • Assist with Doorbell requests.
  • Update KC procedures when needed; worked with contents & control, legal, & risk & control.
  • Assist with reviewing monthly complaints for closing, to see if there are any opportunities needed to address or any updates to our procedures to prevent any further complaints.
  • Closed MII pertaining to wires/closing.
  • Lead efforts: Holiday Requirements, Smart Check Clean Up.
  • Assisted with efforts end to end, originations, processing, closing, docs, & post-closing.

Closing Senior

USAA FSB
04.2019 - 12.2020
  • Interim senior support duties Jan 2018 to April 2019 prior to formal acceptance of Senior position.
  • Assisted with created Pipeline dashboard for closing.
  • Assisted experience team with any testing needed when updates were made to the system to confirm procedure align with what the system is doing.
  • Worked with team manager and regional partners, aiding in strengthening effective cross functional pipeline management skills within Processing & Closing.
  • Delegated outstanding closing work items for load balancing and closers out of office.
  • Focus on team’s quality and worked with them on how to improve common errors and prevent repeat errors in huddles and coaching sessions.
  • Created a team go/box in order to document and help communicate status of disputes and use as a reference for them to validate errors overturned or errors that remained for learning and prevention of future errors.
  • Engaged in on-going healthy dialogue with CDR and PQR peers; on written closing processes, resulting in enhancements to KD articles to help minimize risk to compliance.
  • Active development on individual behaviors for improved and enhanced pipeline management skills; with emphasis on critical focus on areas aligned to SLOs, generating CDs 6+ days & closing packages 2+ days in advanced of close dates.
  • Promoted cross-team collaboration by Co-facilitating monthly Region 4 Sync Up meetings to brainstorm around lessons learned from previous month, plan ahead for upcoming volume, items in flight and exchange ideas for cross-functional support for Closing/Processing/Underwriting to meet regional/department goals.

Mortgage Closer

USAA FSB
12.2008 - 04.2019
  • Currently a SME for my team; Assist team while senior/manager is out.
  • Facilitates training for new processing teams to understand the closing part of the process.
  • Assisted with change management team to help improve processes.
  • Tested workflows for closing.
  • Works under limited supervision; answers urgent title company calls.
  • Provide feedback to the Processors and Underwriters to improve quality of files.
  • Reviews and approves the title commitment. Ensures title work is clear of liens, judgments and encroachments.
  • Reviews and approves the Closing Disclosure. Ensures fees, names, amounts, account conditions, seller concessions, taxes, payoffs, etc., are accurate. Focused on RESPA compliance and re-discloses Truth in Lending as necessary.
  • Completes system inputs to create mortgage loan documents and initiates necessary wiring of funds and confirms closing conditions were met and funds the loan in the loan origination system.
  • Communicates with appropriate parties to ensure all loans close in accordance with bank, investor, and regulatory guidelines.
  • Closes and funds various Mortgage loan products on a national basis.
  • Pull morning reports to help team organize their day.
  • Trained new contractors to the team.
  • Audited files for contractors and new teammates.
  • Have volunteer to complete tests when there are system upgrades.

Mortgage Processor/Pro Closer

USAA FSB
12.2005 - 12.2008
  • Conventional/VA Lending Authority up to $417,000.
  • Assisted with project in secondary market to improve processing’s accuracy when files were audited.
  • Worked under moderate supervision, processes VA and conventional home loan requests and member issues for all mortgage products in support of a fulfillment unit.
  • Provide outstanding customer service to the military community and their families by listening effectively to routine and moderately complex telephone inquiries to facilitate a smooth mortgage loan process.
  • Analyze financial and credit data to determine the acceptability of loan risk in support of bank, investors and regulatory policies.
  • Evaluate, verify and compile mortgage loan documentation on a national basis from the point of loan application through loan closing.
  • Respond to members and third-party calls to keep all parties involved informed and to obtain loan documentation required completing mortgage loan application.
  • Assisted new processor by auditing or OJT.

Education

BBA - Project Management

Northwest Vista College / St. Mary's University
San Antonio, TX
06-2027

High School Diploma -

Business Careers High School
05.2000

Skills

  • Project management
  • Business analysis
  • Presentation skills
  • Strategic planning
  • Organizational development
  • Operations management
  • Planning and execution
  • Training and mentoring
  • Change management
  • Risk management
  • Written communication

Accomplishments

  • Led multiple initiatives by collaborating with my end to end partners to improve operational efficiency.
  • Improved wire team process by equipping the team with optimized tools and resources, resulting in the team saving time and being able to be more productive.
  • Successfully passed multiple wire process audits by maintaining robust controls and procedures that effectively mitigated risk and prevented fraud.
  • Led the initiative to rebuild all reports into NI, ensuring all compliance controls and date integrity standards were implemented and maintained.

Certification

Certification For Mortgage Compliance Professional (CMCP), completing final level

Languages

Spanish
Professional Working

Timeline

Business Advisor - Rotational

USAA FSB
03.2024 - Current

Quality Assurance Specialist

USAA FSB
08.2022 - 03.2024

Business Process Owner- Rotational

USAA FSB
12.2020 - 07.2022

Closing Senior

USAA FSB
04.2019 - 12.2020

Mortgage Closer

USAA FSB
12.2008 - 04.2019

Mortgage Processor/Pro Closer

USAA FSB
12.2005 - 12.2008

BBA - Project Management

Northwest Vista College / St. Mary's University

High School Diploma -

Business Careers High School

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