Experienced underwriting support specialist with 20 years of expertise in banking and loan documentation. Utilizing exceptional organizational and communication skills to optimize workflow and enhance service quality. Possessing advanced knowledge of TRID and the Bank Secrecy Act, proficient in analyzing credit reports, income, and asset documentation to ensure compliance and accuracy. Drive for innovative solutions fuels business growth and propels delivery of exceptional results.
Hi, I’m
D'Juana Franklin
Mortgage/Customer Service
Saint Louis,MO
Summary
Overview
15
years of professional experience
Work History
Carelon RX
Customer Car Representative
12.2023 - Current
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Investigated and resolved customer inquiries and complaints quickly.
HOME POINT LENDING
Underwriting Support Specialist
06.2018 - 11.2023
Job overview
- Review and analyze mortgage loan documentation to ensure accuracy and compliance
- Collaborate with interdepartmental teams to optimize workflow and improve service quality
- Assess client eligibility by analyzing credit scores and risk potential, enhancing decision-making
- Manage Clear to Close process efficiently, receiving commendations for effective coordination
- Establish positive relationships with underwriting staff, ensuring stability in premiums and pricing
- Reviewed and evaluated loan applications for accuracy and compliance, ensuring adherence to guidelines
- Conducted risk assessments to ensure high repayment probability and minimize defaults
- Resolved underwriting conditions for FHA, VA, and USDA loans, ensuring timely and accurate submissions
- Led projects on credit authority and new loan products, enhancing team efficiency and productivity
- Collaborated with borrowers and processors to streamline underwriting processes and improve client satisfaction
- Delivered audit reviews and credit risk management, improving financial security and compliance
- Trained 15 analysts on compliance, boosting team efficiency and regulatory adherence
- Collaborated with senior management during audits, ensuring high accuracy and thoroughness
- Played a key role in monthly QC audits and Corporate Credit Committee meetings, enhancing investor relations
- Supported OFAC administrator, resolving sanction-related issues with analytical precision
- Enhanced due diligence for high-risk entities, ensuring comprehensive identity assurance
- Supported regulatory filings by providing information for Suspicious Activity Reports (SAR)
- Conducted CDD and EDD on high-risk PEPs, recommending account restrictions and closures
- Prepared detailed narrative summaries with actionable recommendations for further review
- Maintained strong investigative skills, demonstrating extensive banking and compliance knowledge
- Reviewed and processed jumbo mortgage loans, ensuring compliance with underwriting guidelines
- Analyzed property appraisals to meet company criteria, improving loan approval accuracy
- Resolved post-closing issues, enhancing investor satisfaction and secondary market sales
- Communicated effectively with Client Relationship Managers to address loan file concerns promptly
WORLD FINANCE
Due Diligence Underwriter/Compliance/ Government Insuring
04.2013 - 06.2018
Job overview
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Made approval and denial recommendations by determining accurate risk levels.
- Conducted regular audits of underwriting files to ensure accuracy, compliance, and consistency in decision-making processes.
- Examined credit reports, financial statements and tax returns to determine repayment capability.
- Reduced company losses by identifying potential risks and recommending appropriate mitigating measures.
- Maintained strong relationships with third-party vendors involved in the application process, ensuring smooth transactions for all parties involved.
- Built strong relationships with lenders, brokers and clients for constructive communications.
- Achieved faster turnaround times in application processing by optimizing workflows within the underwriting department.
BANK OF AMERICA
Investor Relations, and Corporate Credit Committee Assembly
04.2012 - 11.2013
Job overview
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
WELLS FARGO BANK
Senior AML Analyst
12.2011 - 08.2013
Job overview
- Contributed to the development of a risk-based approach for client onboarding, ensuring comprehensive due diligence while minimizing unnecessary delays.
- Led training sessions for junior analysts, fostering a culture of continuous learning and development among team members.
- Improved the efficiency of customer due diligence processes by automating manual tasks, reducing human error and expediting case resolution times.
- Collaborated with legal advisors to ensure all AML program elements were compliant with applicable laws and regulations.
SUNTRUST BANK
AML Investigator
04.2010 - 08.2012
Job overview
- Identified patterns of suspicious activity through meticulous transaction analysis, aiding in the detection of financial crimes.
- Enhanced team collaboration on complex cases through regular case review meetings and information sharing.
- Evaluated customer profiles for potential money laundering risks, contributing to informed decision-making processes within the institution.
- Maintained accurate records of all investigations, ensuring proper documentation for audits and regulatory reporting purposes.
- Conducted comprehensive research to identify and assess potential money laundering risks for the organization.
- Assisted management in setting performance metrics for investigative staff, driving continuous improvement initiatives within the department.
Fand Lending
Contract Underwriter
10.2011 - 06.2012
Job overview
- Demonstrated a strong understanding of lending guidelines and industry regulations, ensuring mortgage applications were accurately evaluated and compliant with all necessary requirements.
- Stayed current on industry changes, participating in ongoing training programs to enhance underwriting knowledge and expertise.
- Identified potential fraud or misrepresentation cases through vigilant document examination and verification efforts.
- Collaborated with loan officers and processors to expedite the mortgage approval process for clients.
- Reduced turnaround time for underwriting decisions by efficiently managing workload and prioritizing tasks.
Skills
- Underwriting
- Loan-To-Value Ratio
- Mortgage Servicing
- Loan Servicing
- Credit Analysis
- Income Analysis
- Auditing
- TRID
- Lender Relations
- Loan Documentation
- Risk Assessment
- State Regulations
- Federal Laws Adherence
- Residential Loans
- Commercial Loans
- Detail Oriented
- Fraud
- Automated Underwriting Systems
- AUS
- DU
- LP
- GUS
- Scorecard
- CRM Tools
- Google Suite
- Microsoft Office Suite
- Zoom
- Microsoft Teams
- Adobe Suite
- Call center experience
- Custom order management
- Security verification
- Complaint resolution
- Problem-solving abilities
- Reliability
- Phone Etiquette
- Teamwork skills
- Team building
- Stress Tolerance
- Professionalism
- Information Gathering
- Time management abilities
- Quality Assurance
- Business ethics
- Tracking complaints
Additionalinformation - Technicalcomputerskills
Additionalinformation - Technicalcomputerskills
- Automated Underwriting Systems (AUS)
- DU
- LP
- GUS
- Scorecard
- CRM Tools
- Google Suite (Docs, Slides, Sheets)
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Zoom
- Microsoft Teams
- Adobe Suite
Timeline
Customer Car Representative
Carelon RX
12.2023 - Current
Underwriting Support Specialist
HOME POINT LENDING
06.2018 - 11.2023
Due Diligence Underwriter/Compliance/ Government Insuring
WORLD FINANCE
04.2013 - 06.2018
Investor Relations, and Corporate Credit Committee Assembly
BANK OF AMERICA
04.2012 - 11.2013
Senior AML Analyst
WELLS FARGO BANK
12.2011 - 08.2013
Contract Underwriter
Fand Lending
10.2011 - 06.2012
AML Investigator
SUNTRUST BANK
04.2010 - 08.2012
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